This document defines the basic policy for warranty and quality assurance of the Solar Simulator (hereinafter referred to as “the Product”), including procedures in the event of a malfunction and the principles regarding transportation costs.
Individual warranty conditions such as warranty period and coverage shall take precedence as specified in the quotation, purchase order, specification sheet, or delivery documents.
0. Important: Allocation of Responsibilities (International Customers)
The Product becomes the property of the customer upon completion of shipment.
Accordingly, logistics-related matters such as transportation arrangements, transportation risk management, insurance, and customs clearance are, in principle, the responsibility of the customer.
On the other hand, from the perspective of product quality and performance, SAN-EI will lead the technical process of identifying the cause of the issue and resolving the problem. This includes requesting necessary information, providing diagnostic procedures, and proposing appropriate countermeasures.
For international cases, additional time may be required for initial verification or shipping arrangements due to time differences, transportation conditions, and customs procedures.
Under this policy, recovery support will be provided based on the following principle:
- Technical support: led by SAN-EI
- Logistics operations: handled by the customer
If returning the Product to SAN-EI is considered necessary, SAN-EI will evaluate the necessity from a technical standpoint and inform the customer of its recommendation.
However, the final decision to ship the Product remains with the customer.
1. Initial Contact in the Event of a Malfunction
If a malfunction occurs, please contact us immediately.
To the extent possible, please provide the following information:
- Date and time of occurrence (local time)
- Detailed description of the malfunction, trigger, reproducibility, and frequency
- Photos or videos showing the situation (audio if necessary)
- Model number, serial number (S/N)
- Country of installation
- Operating hours
- Recent service or operational history (replacement, cleaning, setting changes, etc.)
After receiving the report, SAN-EI will provide an initial response within approximately two business days, including:
- Requests for additional confirmation
- Safety precautions
- Temporary countermeasure guidance
2. Proposed Countermeasures from SAN-EI
Based on the information provided, SAN-EI may propose one or a combination of the following actions:
- Remote diagnostic procedures (settings, wiring, log verification, etc.)
- Shipment of necessary parts with limited work performed by the customer under SAN-EI guidance
- Inspection, repair, adjustment, or testing at SAN-EI (product return)
Additional questions regarding operating conditions, installation environment, or operational history may be requested during the evaluation process.
3. Determination of Warranty Applicability
SAN-EI will evaluate whether the malfunction is attributable to design or manufacturing factors based on the symptoms, usage conditions, and inspection results.
If information is insufficient or physical inspection of the product is required, additional time may be necessary to determine warranty applicability.
4. Lamp Defects
In the case of lamp defects, warranty handling will follow the judgment of the lamp manufacturer.
SAN-EI will assist by organizing the required information, confirming the symptoms, and coordinating the procedures necessary for the manufacturer’s evaluation.
5. Location of Repair, Adjustment, and Inspection
In principle, repair, adjustment, and inspection of the Product are conducted at SAN-EI.
To ensure safety, reproducibility, and quality documentation, customers must not disassemble or modify the Product without instructions from SAN-EI.
6. Limited Customer-Side Work (Parts Shipment and Remote Support)
Depending on the situation, SAN-EI may send necessary parts to the customer and guide the customer through limited repair procedures.
In such cases:
- Work must be limited to the scope specified by SAN-EI
- Safety precautions must be strictly followed (high voltage, high temperature, UV radiation, etc.)
If necessary, work may be required to be performed by qualified personnel or individuals approved by SAN-EI.
7. Determination of Product Return
If necessary, SAN-EI will evaluate whether the Product or the affected component should be returned to SAN-EI for inspection.
SAN-EI will provide its technical recommendation.
However, the final decision to ship the Product remains with the customer.
If the Product is returned without prior consultation, please strictly follow SAN-EI’s instructions regarding packaging, handling, and insurance to prevent damage during transportation.
8. Responsibilities for Transportation, Customs, and Insurance
Since the Product is owned by the customer, the following responsibilities are, in principle, borne by the customer:
- Selection and arrangement of the shipping carrier
- Transportation risk management (damage, loss, etc.)
- Transportation insurance
- Customs procedures including export, import, or temporary import
- Payment of duties, taxes, and customs-related fees
When shipping the Product to SAN-EI, arrangements must ensure that no customs duties or taxes are charged to SAN-EI.
Whenever possible, shipments should be arranged as:
- Repair and Return
- Temporary Import
Required documents such as Invoice, Packing List, and AWB should be prepared in coordination with the customer’s customs broker.
SAN-EI will provide reasonable cooperation when necessary.
Any communication with shipping companies, billing matters, or compensation negotiations related to transportation accidents remain the responsibility of the customer.
9. Transportation Costs and Related Expenses
Regardless of whether the repair is paid or covered under warranty, the following costs are borne by the customer:
- Transportation cost to SAN-EI
- Related expenses (packaging, customs costs, etc.)
For the return shipment from SAN-EI to the customer:
Paid Repairs
All arrangements and costs are borne by the customer.
Warranty Repairs
The customer shall temporarily pay the return transportation cost.
SAN-EI will reimburse the transportation cost later.
Reimbursement Conditions (Warranty Repairs)
Eligible cost:
- Return transportation cost from SAN-EI to the customer (standard shipping method)
Normally excluded:
- Packaging material costs
- Insurance fees
- Duties and taxes
- Customs handling fees
- Bank transfer fees
- Additional costs for special shipping (e.g., express shipment) unless agreed in advance
Required documents:
- Receipt or transportation invoice
- Copy of the Air Waybill (AWB)
- Detailed cost breakdown (including currency and tax classification)
Payment timing:
- Within approximately 30 days after SAN-EI receives the required documents
10. Warranty Exclusions (Examples)
The following cases are generally not covered by warranty:
- Use outside the specified operating conditions
- Improper operation or handling
- Modification or disassembly
- Improper handling during relocation
- Problems caused by the customer’s facilities (power supply, grounding, cooling, exhaust, installation environment, etc.)
- Normal wear or aging of consumable parts (including lamps)
- Natural disasters, fire, dropping, water damage
- Corrosive environments
- Transportation accidents
Contact for Malfunction Reports
Please contact SAN-EI Sales / Service Department.
Contact details such as responsible personnel, email address, and phone number are provided in the delivery documents or on the SAN-EI website.