Service agreement terms for GIGABYTE & AORUS Monitor & OLED Model products (for website)

1.    The service terms for all GIGABYTE & AORUS Monitor products provided by the Channel Business Unit are as followed:

i.    Small and medium size LCD (under 40 inches) monitor products warranty:

A three-year warranty is provided for AORUS & GIGABYTE monitors

ii.    Large-size LCD (40 inches or over) monitor products warranty:

A one-year warranty is provided for AORUS & GIGABYTE monitors

iii.    OLED: varies by model type

iv.    Definition of product after-sales service time

i.    Dead on Arrival (DOA):

• Policy may differ per region. Please contact your country's distributor.

ii.    Return Merchandise Authorization (RMA):

• Policy may differ per region. Please contact your country's distributor.

2.    Return

i.    Within the DOA period:

• Policy may differ per region. Please contact your country's distributor.

ii.    Within the RMA period:

• Policy may differ per region. Please contact your country's distributor.

3.    LCD monitor and OLED model bright and dark dot warranty

Bright and dark dot description and definition:

Bright Dots: non-performing pixels appearing as a red, green, blue, yellow, cyan, magenta, or white dots on a dark or black background.

Dark dots: dark non-performing pixels appearing as a black dot on a bright or white background.

● AORUS series：

a.    It’s guaranteed there will be no bright dots on the whole panel area.

b.    The method to determine bright and dark dots.

i.    The eye must be away from the screen by 35cm or more, ambient illumination must be greater than 200 Lux (for example a common office environment).

ii. New products are protected by a zero bright dot policy for the first 12 months after purchase. Between the 13th and 36th month the monitor is guaranteed to not exceed three bright dots.
iii. New products are also protected by a dark dot policy which states the number of dark dots will not exceed 5 within the 36 month warranty.
iv. If the conditions for above are not met, the customer can then apply the product for warranty.

● GIGABYTE series：

a.    The method to determine bright and dark dots.

i.    The eye must be away from the screen by 35cm or more, ambient illumination must be greater than 200 Lux (for example a common office environment).

ii. New products are protected by a bright dot policy which states the number of bright dots will not exceed 3 within the 36 month warranty.
iii. New products are also protected by a dark dot policy which states the number of dark dots will not exceed 5 within the 36 month warranty.
iv. If the conditions for above are not met, the customer can then apply the product for warranty.

● OLED model：

a. The method to determine bright and dark dots. (including panel burn in)
b. The eye must be away from the screen by 35cm or more, ambient illumination must be greater than 500 Lux (for example a common office environment).
i. New products are protected by a bright dot policy which states the number of bright dots will not exceed 3 within the 36 month warranty.
ii. New products are also protected by a dark dot policy which states the number of dark dots will not exceed 5 within the 36 month warranty.
iii. If the conditions for above are not met, the customer can then apply the product for warranty.

iv. Please do not unplug your GIGABYTE OLED monitor from the power outlet when using " GIGABYTE OLED Care - Panel Protect". GIGABYTE OLED monitors automatically perform “GIGABYTE OLED Care - Panel Protect” cycle after every 4 hours of cumulative use to extend the longevity of the panel.
v. Burn in Judgement criteria : △Luminance ≦3.5% @ 50% gray (at “Peak 1000 nits” mode)

4.    Maintenance fee standards

i.    Fees are required for the testing, maintenance or repair of products with expired or void warranties. Quotes and maintenance will be based and performed on the condition of the monitor and the work needed.

5.    If there is clear physical damage on the exterior, the products will not be covered by the warranty.

6.    GIGABYTE / AORUS reserves the right to revoke / cancel warranty and after-sale services for products with no official GIGABYTE labels, serial numbers, serial numbers that do not match the official product description or that cannot be identified. If you received the monitor in this state, please contact the parties you purchased the monitor from to help.

7.    During the stated warranty period, GIGABYTE / AORUS will for free, provide product repair services and if the product cannot be repaired, it will be replaced. The repairs and replacement service could still be subject to shipment fees for customers. Physical damage to the product caused by customers or due to shipping will not be covered by the warranty.

8.    If there are non-attributable malfunctions during the warranty period, such as (but not limited to) the following items, fees are required for maintenance. No fee will be charged if the product cannot be repaired but shipment costs may still apply.

i.    Malfunctions or damage caused by faults not attributable to product materials or manufacturing flaws (such as pests, earthquakes, floods, fires, typhoons, collisions during transport, stains or scratches generated on the surface after use, squeezing, bumping, scratching, impacts, high temperatures, inputting unsuitable voltages and corrosion, etc.)

ii.    Dismantling the device or performing your own maintenance

iii.    Exceeding the allowed usage environment

iv.    Damage caused by abnormal power supplies

v.    Intentional destruction

vi.    Violation of instructions in the product manual

vii.    Improper assembly or abnormal use.

viii.    Use of unauthorized accessories.

ix.    Failures caused by other products (equipment) other than the machine.

x.    Screen burn caused by using the same fixed screen or cropped screen not in the monitor’s native scale on the monitor for extended periods of time.

xi.    Damages caused by not following the cleaning instructions below: Please wipe with a soft non-abrasive cloth when cleaning the glossy surface. Do not spray cleaning products on the glossy surface directly, ensure to only use cleaners recommended for monitors. We recommended cleansers be diluted with water with a 1:10 ratio.

9.    When sending the product in for repairs, please use the original packaging material or appropriate materials if the original is not available (such as cardboard boxes, bubble wrap or Styrofoam etc.) to pack it. If damage occurs to the product due to improper packaging, the warranty will not be upheld.

10.    Warranty of products: Warranties are subject to their contents and the announcements on the official website.

11.    Warranties provided by agents or dealers are their responsibilities and may not be passed on to our company.

12.    If a failure or malfunctions occurs with the product within seven days of the consumer’s purchase, (except for the condition described in article twelve) consumers must return the product to the dealer to replace it with a new product based on the warranty or invoice they provided. All items originally included with the product, this includes all accessories and original packaging must be included. Failures and malfunctions after seven days of the purchase date will be treated as maintenance.

13.    If exterior flaws were generated on the new products after being purchased and used, consumers may not ask our company (dealer) to replace it with new products. It will be treated by maintenance.

14.    Consumables, gifts and package materials included with the product are not in the scope of the warranty.

Identification method of genuine serial number

For example: SN1849XXXXXXXX

(The 3rd and 4th number, 18, means that the manufacturing year was 2018. The 5th and 6th number, 49, means that its manufacturing week was 49 weeks)

(Example – Sticker on monitor)

(Example – Sticker on box)