General Terms & Warranty Period

BASCO provides warranty coverage for its products against manufacturing defects in materials and workmanship, effective from the shipment date from BASCO’s manufacturing facilities and lasting for the duration specified below. The warranty period may vary depending on the applicable product category.

PRODUCT CATEGORY PRODUCT LINE WARRANTY PERIOD
Industrial Network Infrastructure Ethernet Switches 5 years
Secure Routers 5 years
Wireless AP/Bridge/Client 5 years
Cellular Gateways/Routers 5 years
Ethernet Media Converters 5 years
Industrial Edge Connectivity Serial Device Servers 5 years
Serial Converters 5 years
Protocol Gateways 5 years
USB-to-serial Converters/USB Hubs 5 years
Multiport Serial Boards 5 years
Controllers and I/Os 5 years
IP Cameras and Video Servers 5 years
The warranty period for moving parts in IP or Speed Dome Cameras is 1 year, and includes the following items:
  • Fans
  • Shutters
  • Zoom lenses
  • DC-Iris and P-Iris lenses
  • Pan, tilt, and lens motors/mechanisms
Industrial Computing x86 Computers 3 years
Arm-based Computers 5 years
Panel Computers & Displays 3 years
  • The warranty period is 3 years for the computer system, and 1 year for the LCD panel.

The warranty period for peripherals and accessories is specified as follows:

PERIPHERALS/ACCESSORIES WARRANTY PERIOD
Batteries 1 year
*The one-year warranty applies only to external batteries that are user-replaceable. For batteries built into the system, which can only be replaced by BASCO, the standard product warranty terms will apply.
DIN-rail Power Supplies 3 years
Fiber Patch Cords, SC-to-ST Duplex Adapters 1 year
Hard Drives & Solid-state Drives Original manufacturer warranty period
Hard drives and solid-state drives are accessories not bearing the BASCO brand. Therefore, their warranty is limited to, and governed by, the coverage provided by their original manufacturers.
Power Adapters 1.5 years
The warranty period for power adapters begins on the manufacturing date indicated on the label affixed to the adapter.
Serial Connection Boxes (excluding C32020T) 1 year
Serial Connection Cables 5 years
SFP Ethernet Modules 5 years
PT Scanners Original manufacturer warranty period
Wireless and Cellular Antennas/Accessories/Modules 1 year

Warranty Terms & Conditions

  1. This warranty is limited to the repair or replacement of the defective product—at BASCO’s sole discretion—within the applicable warranty period.
  2. If a product is determined to be defective within three (3) months from its shipping date from BASCO, and has been properly installed and used, it will be classified as Dead on Arrival (DOA). In such cases, the Customer may submit an online DOA request for expedited replacement service.
  3. For defects identified more than three (3) months after the shipping date, Customers must submit a service request before returning the defective product to BASCO for repair. The BASCO website provides an online service request portal.
  4. Customers agree to insure their product or assume the risk of loss or damage during transit, prepay all shipping charges, and use the original or equivalent packaging when returning products to BASCO for repair. Customers may seek assistance from either the original dealer or the nearest BASCO Service Office.
  5. Customers are responsible for backing up all configuration settings and data stored in internal media (such as hard drives, flash drives, etc.) before sending products for repair. BASCO is not liable for any loss of data or configuration settings.
  6. Repaired or replacement products are covered by a warranty for three (3) months from the date of repair or replacement, or for the remainder of the original product warranty period—whichever is longer.

Unauthorized Returns

BASCO will not accept any products returned without a valid service request or any items that are not manufactured by BASCO. Such products will be returned to the Customer at their own risk and expense. No refunds or exchanges will be provided.

Warranty Exclusions

This warranty does not cover:

  1. Products determined to be defective after the expiration of the warranty period.
  2. Products subjected to misuse or abuse, whether accidental or otherwise, as determined solely and exclusively by BASCO.
  3. Products damaged as a result of natural disasters, including but not limited to lightning, flooding, earthquakes, or fire.
  4. Products that have been modified in any manner not explicitly described in the corresponding product user manuals.
    Note: The product user manuals provide detailed instructions for installation, configuration, and maintenance. Customers should consult these manuals prior to installation or configuration.
  5. Software products.
  6. Consumable items, such as fuses.
  7. Products with altered or damaged serial numbers.
  8. Any HDD, SSD, CFast, DOM, CF, or SD card included with a BASCO product that has reached its natural lifespan as defined by the original equipment manufacturer’s warranty policies or as indicated by OEM inspection utilities. For additional details, please refer to the product’s Component Compatibility Guide.
  9. Loss of data or software.
  10. LCD panels with pixel defects that do not meet the criteria for warranty service as defined in the Display Pixel Defect Warranty Policy.
  11. Products that have been updated, reworked, or improperly tested by the Customer or by a third party at the Customer’s request.
  12. Customized or Original Design Manufacturer (ODM) products, for which warranty terms are defined in the governing project contract.

Service Terms & Charges

Once the Customer agrees to a product inspection, BASCO will proceed with examining the product, issue a quotation for the total repair cost, and await the Customer’s approval. If the Customer declines BASCO’s repair service, BASCO will either return the defective product or dispose of it locally, according to the Customer’s instructions. For products that are out of warranty, the Customer is responsible for all return shipping charges. Upon receiving the Customer’s authorization to proceed with the repair, the total charges will be calculated in accordance with the table below.

RMA Product Within Warranty* Outside Warranty
Shipping Costs To a BASCO Service Center Customer/Distributor Customer/Distributor
From a BASCO Service Center to the Customer/Distributor Covered by BASCO Customer/Distributor
Note: If the Customer declines BASCO’s repair service, BASCO will, at the Customer’s direction, either return the defective product or dispose of it locally.
Inspection Fee   No fee Paid by Customer/Distributor
Repair Fees and Parts   No fee Paid by Customer/Distributor
Note: Once the Customer authorizes a product inspection, BASCO will examine the product, provide a quotation for the total repair cost, and await the Customer’s approval. Charges will apply for repairs of products that are out of warranty or that have damage excluded from warranty coverage.

*Products that fall within the warranty period specified in BASCO’s warranty policy and are not excluded under any of the conditions listed in the Warranty Exclusions section.

Note:

If the warranty period of the returned product has expired, or if a product within the warranty period is excluded from warranty coverage for any reason listed in the Warranty Exclusions section:

  1. BASCO reserves the right to conduct repairs at its discretion and according to the availability of spare units and components.
  2. BASCO will charge an inspection fee if the Customer authorizes BASCO to inspect the product. After inspection, BASCO will issue a pro forma invoice via email detailing all applicable charges, including repair costs, replacement parts, and one-way shipping fees.
  3. Upon receiving the quotation email, the Customer may decide whether to proceed with BASCO’s repair service. If the Customer declines repair, the product will be returned upon payment of the return shipping cost. Alternatively, the Customer may request BASCO to scrap the product locally at no additional charge.

Post-warranty Repair Service

For large-order projects, Customers have the option to purchase post-warranty repair services. Please note that certain products may have shorter chipset life cycles, and some components may carry limited warranty periods as defined by their original suppliers. Customers interested in this service are encouraged to contact their local sales representative for more details.

Limitation of Liability

The provisions of this warranty supersede all other warranties, whether express or implied, written or oral. BASCO’s liability arising from the manufacture, sale, supply, or use of a product—whether based on warranty, contract, negligence, product liability, or any other legal theory—shall not exceed the original purchase price of the product. Under no circumstances shall BASCO be liable for incidental or consequential damages, including but not limited to loss of profits or use, resulting from the manufacture, sale, or supply of the product.