General Service Policies
Freight: (view policy)Obligations and charges for shipping HitachiDisplays products.
No Trouble Found Returns: (view policy)Product returned to HitachiDisplays for repair that, when tested, is found to have no problems.
Replacement Products: (view policy)Product used by HitachiDisplays to replace customer's original product.
Purchasing Individual Advance Replacements: (view policy) (view return procedures)Details on purchasing Advanced Replacement service for an individual RMA.
CRT Replacement: (view policy)Information regarding CRT replacement policy and pricing.
30 Day Refund Guarantee (view return procedures)
You may return a product for a credit within 30 days of the ship date. Shipping will be prepaid one-way as determined by HitachiDisplays. All items must be returned in "as-new" condition, in original packaging with manuals and accessories. Any discrepancies could result in a delay or partial forfeiture of your credit. There will be a $35.00 re-boxing fee for products returned in a damaged box. Returns must be sent via UPS, Federal Express, or any courier that issues a tracking number. Once the return is received, please allow up to 15 business days for credit of your Hitachi product. Please note that there will be no credit for original freight charges. To receive an RMA number (which is valid for 10 days) contact our Customer Support department at 1-800-562-2552.No returns, of any type, will be accepted without an RMA number.
Products Received Non-Functional (view return procedures)
Product that is non-functional directly out of the box or has failed within 30 days of the shipment is considered non-functional on arrival. HitachiDisplays will provide Advanced Replacement Serivce for the original consumer purchaser.
Repaired Product Warranty (view return procedures)
If a unit fails within 90 days of repair, and the failure is the same as the original reported failure, the unit is covered under the HitachiDisplays Repair Warranty. If the unit is covered under an ImageCare Online contract, priority coverage will still apply as defined by the contract. Otherwise, HitachiDisplays will pay priority freight charges to/from the repair center and expedite a priority repair at no charge to the customer.
In Warranty Repairs (view return procedures)
HitachiDisplays provides a 10 business day repair service from the date the defective unit is received at the HitachiDisplays authorized repair center to the date it is shipped back to the customer. Customers are responsible for return freight for their defective units back to HitachiDisplays. HitachiDisplays is responsible for freight back to the customer upon completion of repair. Overnight Advance Replacement service may be purchased for in warranty products for an additional fee. HitachiDisplays reserves the right to charge the customer an inpection fee if there is no trouble found with the product.
Out of Warranty Repairs (view return procedures)
HitachiDisplays provides a five business day repair service from the date the defective unit is received at the HitachiDisplays authorized repair center to the date it is shipped back to the customer. Customers are responsible for return freight for their defective units back to HitachiDisplays. HitachiDisplays is responsible for freight back to the customer upon completion of repair. In the event that a defective unit cannot be repaired, the customer is advised before the unit is returned and the customer will be charged an evaluation fee. Monitors that cannot be repaired and are not useable will either be discarded by HitachiDisplays or sent back in as-is condition. The Advance Replacement option is not available for out of warranty products.
HitachiDisplays product repairs are charged at the following flat rates in U.S. dollars:
Freight to an authorized repair center and any subsequent claims for damage are the responsibility of the customer (unless covered by an ImageCare contract).
Products repaired by HitachiDisplays and returned to the customer are shipped via ground service. For a higher level of service (for example, 2-day delivery or overnight delivery), customers may provide HitachiDisplays with a FedEx or UPS account number. Advance replacements and shipments made under an ImageCare Online contract are shipped next business day delivery. We cannot refund freight charges.
No Trouble Found
In the event that your product has a problem which cannot be duplicated (NTF), you will be billed the applicable evaluation fee in lieu of a repair fee.
In the event that the exact model is unavailable for replacement of a failed unit, HitachiDisplays may provide a different model of equivalent or superior specified functionality. Replacement units may be repaired/refurbished products.
Advanced Replacement Service (view return procedures)This service is provided for non-functioning returns, is available through an ImageCare Online service contract, or may be purchased for individual defective returns of in warranty products. This provides next-business-day delivery of a replacement product. The advance replacement product is shipped with a prepaid preprinted waybill for return of the defective unit. The customer packs the defective product using the packaging from the replacement unit and returns using the provided preprinted waybill. Please note that units that are received non-functional within the first 30 days will be replaced with a new product of the same model. All other returns may be replaced with a simillar or like product of equal or greater specifications than the original product.
Purchasing Individual Advance Replacements
Allows a customer the ability to purchase individual Advanced Replacements for RMAs requiring a priority replacement during the warranty period who do not have an ImageCare Online contract. HitachiDisplays can provide an Advance Replacement, when like product is available. This provides next-business-day delivery of a replacement product, for a flat rate fee. Customers are also responsible for return freight of their defective unit.
When requesting an Advance Replacement, please provide a purchase order hardcopy or valid credit card number and expiration date (Visa, MasterCard, or American Express). This option is not available for out of warranty products.
HitachiDisplays advance replacement fees are as follows: (in U.S. dollars)
Onsite Swapout Service (view return procedures)
This service is only available through an ImageCare Online service contract. This provides next business day delivery via FedEx or UPS and onsite installation of replacement products with packing and removal of the defective product by a technician.
* Please note the monitor will be delivered to the customer's location and a technician will arrive later that same day to install the replacement monitor.
Per the customer's request, HitachiDisplays can arrange to have the replacement unit accompany the installation technician, thereby eliminating the delivery via FedEx or UPS. In this case, please allow an additional business day.
Advance Replacement Agreement (ARA) (view return procedures)An ARA, which is supplied by HitachiDisplays, must be signed and returned when HitachiDisplays replaces a product prior to receiving the failed unit back. An ARA is not required if product is covered under an ImageCare Online. A returned ARA must be received at HitachiDisplays by 1:00PM (PST) to ensure same day shipment.
CRT and LCD backlight replacement
It is normal for computer monitors to become less bright over time as the emission rate of a CRT (Cathode Ray Tube) degrades. A similar degregation in brightness may be noticeable in LCD monitors. HitachiDisplays' warranty does not cover CRT degradation, LCD backlight degradation, or phosphor burns. We encourage our customers to use screen savers and powersave options to extend the life of the monitor. Damage to a monitor's shadow mask (caused by mishandling) is not covered under warranty and cannot be repaired. Likewise, scratches and other mishandlings that result from customer abuse are not covered. Since the CRT accounts for the majority of the cost of a color monitor, CRT replacement for these products is not practical (the customer may consider the purchase of a new unit).