This document defines the basic policy for warranty and quality assurance of the Solar Simulator (hereinafter referred to as \u201cthe Product\u201d), including procedures in the event of a malfunction and the principles regarding transportation costs.<\/p>\n\n\n\n
Individual warranty conditions such as warranty period and coverage shall take precedence as specified in the quotation, purchase order, specification sheet, or delivery documents.<\/p>\n\n\n\n
The Product becomes the property of the customer upon completion of shipment.<\/p>\n\n\n\n
Accordingly, logistics-related matters such as transportation arrangements, transportation risk management, insurance, and customs clearance are, in principle, the responsibility of the customer.<\/p>\n\n\n\n
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.<\/p>\n\n\n\n
For international cases, additional time may be required for initial verification or shipping arrangements due to time differences, transportation conditions, and customs procedures.<\/p>\n\n\n\n
Under this policy, recovery support will be provided based on the following principle:<\/p>\n\n\n\n
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.<\/p>\n\n\n\n
However, the final decision to ship the Product remains with the customer.<\/strong><\/p>\n\n\n\n If a malfunction occurs, please contact us immediately.<\/p>\n\n\n\n To the extent possible, please provide the following information:<\/p>\n\n\n\n After receiving the report, SAN-EI will provide an initial response within approximately two business days, including:<\/p>\n\n\n\n Based on the information provided, SAN-EI may propose one or a combination of the following actions:<\/p>\n\n\n\n Additional questions regarding operating conditions, installation environment, or operational history may be requested during the evaluation process.<\/p>\n\n\n\n SAN-EI will evaluate whether the malfunction is attributable to design or manufacturing factors based on the symptoms, usage conditions, and inspection results.<\/p>\n\n\n\n If information is insufficient or physical inspection of the product is required, additional time may be necessary to determine warranty applicability.<\/p>\n\n\n\n In the case of lamp defects, warranty handling will follow the judgment of the lamp manufacturer.<\/p>\n\n\n\n SAN-EI will assist by organizing the required information, confirming the symptoms, and coordinating the procedures necessary for the manufacturer\u2019s evaluation.<\/p>\n\n\n\n In principle, repair, adjustment, and inspection of the Product are conducted at SAN-EI.<\/p>\n\n\n\n To ensure safety, reproducibility, and quality documentation, customers must not disassemble or modify the Product without instructions from SAN-EI.<\/p>\n\n\n\n Depending on the situation, SAN-EI may send necessary parts to the customer and guide the customer through limited repair procedures.<\/p>\n\n\n\n In such cases:<\/strong><\/p>\n\n\n\n If necessary, work may be required to be performed by qualified personnel or individuals approved by SAN-EI.<\/p>\n\n\n\n If necessary, SAN-EI will evaluate whether the Product or the affected component should be returned to SAN-EI for inspection.<\/p>\n\n\n\n SAN-EI will provide its technical recommendation.<\/p>\n\n\n\n However, the final decision to ship the Product remains with the customer.<\/p>\n\n\n\n If the Product is returned without prior consultation, please strictly follow SAN-EI\u2019s instructions regarding packaging, handling, and insurance to prevent damage during transportation.<\/p>\n\n\n\n Since the Product is owned by the customer, the following responsibilities are, in principle, borne by the customer:<\/p>\n\n\n\n When shipping the Product to SAN-EI, arrangements must ensure that no customs duties or taxes are charged to SAN-EI.<\/p>\n\n\n\n Whenever possible, shipments should be arranged as:<\/strong><\/p>\n\n\n\n Required documents such as Invoice, Packing List, and AWB should be prepared in coordination with the customer\u2019s customs broker.<\/p>\n\n\n\n SAN-EI will provide reasonable cooperation when necessary.<\/p>\n\n\n\n Any communication with shipping companies, billing matters, or compensation negotiations related to transportation accidents remain the responsibility of the customer.<\/p>\n\n\n\n Regardless of whether the repair is paid or covered under warranty, the following costs are borne by the customer:<\/p>\n\n\n\n For the return shipment from SAN-EI to the customer:<\/p>\n\n\n\n Paid Repairs Warranty Repairs Reimbursement Conditions (Warranty Repairs)<\/p>\n\n\n\n Eligible cost:<\/strong><\/p>\n\n\n\n Normally excluded:<\/strong><\/p>\n\n\n\n Required documents:<\/strong><\/p>\n\n\n\n Payment timing:<\/strong><\/p>\n\n\n\n The following cases are generally not covered by warranty:<\/strong><\/p>\n\n\n\n Contact for Malfunction Reports<\/p>\n\n\n\n Please contact SAN-EI Sales \/ Service Department.<\/p>\n\n\n\n Contact details such as responsible personnel, email address, and phone number are provided in the delivery documents or on the SAN-EI website.<\/p>\n\n\n\n1. Initial Contact in the Event of a Malfunction<\/h2>\n\n\n\n
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2. Proposed Countermeasures from SAN-EI<\/h2>\n\n\n\n
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3. Determination of Warranty Applicability<\/h2>\n\n\n\n
4. Lamp Defects<\/h2>\n\n\n\n
5. Location of Repair, Adjustment, and Inspection<\/h2>\n\n\n\n
6. Limited Customer-Side Work (Parts Shipment and Remote Support)<\/h2>\n\n\n\n
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7. Determination of Product Return<\/h2>\n\n\n\n
8. Responsibilities for Transportation, Customs, and Insurance<\/h2>\n\n\n\n
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9. Transportation Costs and Related Expenses<\/h2>\n\n\n\n
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All arrangements and costs are borne by the customer.<\/p>\n\n\n\n
The customer shall temporarily pay the return transportation cost.
SAN-EI will reimburse the transportation cost later.<\/p>\n\n\n\n\n
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10. Warranty Exclusions (Examples)<\/h2>\n\n\n\n
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