Warranty policy

Scope of the warranty

Products supplied by D.M. Distributors carry the manufacturer's warranty. The warranty period, what it covers and how a claim is assessed are set by each brand, and they can differ between product lines and models.

The terms printed on the product box or warranty card, and on the brand's website, apply to your product. This page describes how we handle claims for products bought from us or from our dealers. It does not replace the brand's terms, and it does not affect your rights under the Consumer Protection Act, 2019.

Our role

We are an authorised distributor, not the manufacturer. For a product bought from us or from one of our dealers, we:

• take your claim by phone through our service team
• check the invoice and serial number with the brand
• coordinate with the brand's service centre
• follow the status of the claim and keep you informed
• return the repaired or replacement product to you

The brand's service centre decides whether a claim is accepted and whether the product is repaired or replaced.

How to claim

1. Keep the invoice, the product serial number and photos or a video of the fault ready.
2. Call our service team on +91 70990 18041 with your invoice number, the model and the serial number.
3. The service team tell you whether to take the product to the brand's service centre or send it through us, and how.
4. We follow the claim with the brand's service centre and keep you informed.

Some brands also accept products directly at their authorised service centres. See service centres for each brand's official locator, and for when to go to a centre directly.

Dead-on-arrival reports

A product that does not work when first used is a dead-on-arrival (DOA) case. Each brand sets its own DOA window and conditions, and some brands expect the problem to be reported within a short period of delivery. Report it to us immediately.

When you report a DOA case, send:

• photos of the box, the product label and the serial number
• a photo or short video showing the fault
• the invoice

Do not open, repair or modify the product, and keep all the original packaging until the claim is closed. Whether a replacement is possible depends on the brand's DOA policy and its stock. If the DOA window has passed, the claim is handled as a normal warranty repair.

What is not covered

Brands commonly decline claims in the cases below. The brand's service centre makes the final assessment.

• Physical damage, such as drops, cracks, bent pins and damaged ports
• Liquid damage and corrosion
• Burn marks and damage from overheating or misuse
• Damage from power surges, lightning or an unsuitable power supply
• Tampered, damaged or missing serial number labels and warranty seals
• Repair or modification by anyone other than an authorised service centre
• Consumables and parts that wear out with use
• Software, firmware, configuration or compatibility problems that are not a hardware fault
• Normal wear and cosmetic marks

A UPS or surge protection, where the brand recommends one, helps avoid power damage. The UPS sizing calculator gives a first estimate of the rating you need. If a claim is declined, the service centre normally gives a reason, and we pass it on to you.

Storage products and data

This applies to hard drives, SSDs, memory cards, pen drives, recorders and any other product that stores data.

Back up your data before you send the product. Warranty service covers the hardware only. A faulty drive is usually replaced rather than repaired, a replacement comes without your data, and we cannot recover data from the faulty unit.

Remove memory cards and pen drives that are not part of the fault. DVRs, NVRs and cameras can hold recordings, passwords and network settings, so save the footage you need and note your settings first.

Repaired or replaced products

The brand decides whether a product is repaired or replaced. Depending on the brand's policy, a replacement can be a new unit, a refurbished unit or an equivalent model.

The warranty on a repaired or replaced product follows the brand's terms. Some brands continue the original warranty period, and others give a fresh period for the replaced part or unit. Ask our service team which applies when your claim is closed.

Check the returned product against your request before you sign for it: serial number, accessories and condition. Report any difference to the service team straight away.

Out-of-warranty service

Repairs after the warranty has ended are chargeable. Where the brand offers paid repair, it is arranged through the brand's service centre. Ask the service team whether we can send your product there for you, or use the brand's service locator to find a centre.

The service centre decides the charges, the parts needed and the time taken, and we pass on its quote if it is shared with us. Some products are not repaired out of warranty, for example when parts are no longer available.

Sending a product

Call our service team before you send anything. They tell you whether to take the product to the brand's service centre or send it through us, and how to do it. In short:

• use the original box or a strong carton, and keep the product from moving
• put your name and your mobile number on the parcel
• use a trackable courier and keep the docket or LR number
• photograph the product and the packed parcel before you send it

Freight arrangements are confirmed by the service team, and some brands set their own conditions. Transit damage can lead a brand to decline a claim, so packing matters.

For returns that are not warranty claims, see the returns and refunds policy. Shipping and delivery explains how we send new orders.

Turnaround

Repair and replacement times depend on the brand's service centre, the availability of parts or replacement stock, and courier time in both directions. We do not promise a fixed turnaround.

Give your invoice number and serial number when you ask for an update. We check the status with the brand's service centre and tell you what we find.

Contact

For warranty questions, the status of a claim or help with one, call our service team on +91 70990 18041. Have your invoice number, model and serial number ready.