GENERAL WARRANTY TERMS AND CONDITIONS FOR DREAM MACHINES
COMPANY INFORMATION
IN EU (INCLUDING POLAND)
Online store operating at www.dreammachines.pl (For Poland) and www.dreammachines.eu (for rest of EU) is run by Dream Machines sp. o.o. with its registered office in Warsaw at ulica Wołoska 16, entered in the register kept by the District Court for M. ST. Warsaw, XII Commercial Department of National Court Register, under KRS number 0000568621, NIP 525-26-25-009, REGON 362121737, share capital fully paid 800 000 PLN, e-mail: support@dreammachines.pl nr. Phone +48 22 8537901.
IN NORTH AMERICA (INCLUDING USA)
Online store operating at www.dreammachines.io is run by Dream Machines Inc. with its registered office in 6465 Brooks Rd., Brown City, MI 48416, MI, e-mail: support@dreammachines.pl.
HEREINAFTER BOTH ENTITIES INTERCHANGEABLY REFERRED TO AS DREAM MACHINES OR WARRANTY PROVIDER
GENERAL INFORMATION:
1. Dream Machines guarantees the sale of its products and warrants the working condition and quality of any products sold. Repairs will be performed by Dream Machines or in a Dream Machines authorized service center, hereinafter referred to as service center.
2. Only those products produced and sold by Dream Machines or one of its partners are covered under this warranty. The validity date of the warranty is established on the official Dream Machines website under “Check Warranty”. This system is public and open to all users. An invoice or other proper bill of sales document that is accepted and confirmed by Dream Machines can also be used for proof of purchase. The item covered by the warranty, hereinafter is referred to as hardware.
3. Warranty claims are handled through the email address above.
WARRANTY PERIOD:
For all regions the warranty period is valid from the date established in point 2 of General Information.
1. The standard warranty period for Dream Machines hardware is as follows:
a.) EU (including Poland)
• Laptop – 24 months with the following exceptions to specific parts:
• Power supply unit - 12 (twelve) months warranty;
• Battery - 6 (six) months warranty;
• Display - 12 (twelve) months warranty with the following specifics:
• In the case of bad pixels, the display will only be replaced if any of the following conditions are fulfilled:
• 6 bad pixels on the Full HD screen;
• 8 bad pixels on the 3K/4K screen;
• In the case of light leakage (aka backlight bleeding), the screen will be replaced if the level of penetration of bleeding is visible thought a 5% ND filter. This penetration test should be done in a regular operating system installed on the laptop and in natural room lighting.
• All other malfunctions of the display will be considered individually by the authorized service center.
• Mice, mouse pads and keyboards – 24 months
b.) Rest of the World (including USA)
Laptop – 12 months with the exception of:
• Battery - 6 (six) month warranty;
• In the case of bad pixels, the display will only be replaced if any of the following conditions are fulfilled:
• 6 bad pixels on the Full HD screen;
• 8 bad pixels on the 3K/4K screen;
• In the case of light leakage (aka backlight bleeding), the screen will be replaced if the level of penetration of bleeding is visible thought a 5% ND filter. This penetration test should be done in a regular operating system installed on the laptop and in natural room lighting.
• All other malfunctions of the matrix will be considered individually by the authorized service center.
• Mice, mouse pads and keyboards – 12 months
REPAIR PROCEDURE:
1. If a defect is detected in the equipment supplied by Dream Machines, the buyer is obligated to report such defect no later than 7 days from its occurrence.
2. Notification of a defect should be submitted by the email listed above.
3. Within 3 working days, the authorized service center will confirm the receipt of the service request and provide information to the buyer on how to start the service procedure or ask further questions to clarify the situation. If the request for repair is found to be out of warranty or does not meet the warranty terms, then the person will also be notified within 3 working days.
4. In most cases, equipment will need to be sent to the service center or to the Dream Machines location. Full details are listed below:
• Laptops:
• In the Republic of Poland, laptops are covered by a “Door to Door” warranty. Once we confirm a warranty request, we will organize a service for picking up the laptop, complete the repair, and return the laptop to the user with no additional charge to the buyer. Damage during transport will be covered by insurance issued by the transport service, and insurance costs are paid for by Dream Machines. The user is responsible for proper packing of the product as listed in the section, Warranty Policies (improper packing can result in damage not covered by Dream Machines). Please note that any damage to the product upon return is required to be noted on the receiving form.
• In EU, USA, or other countries with official Dream Machines representation, the buyer is required to send the laptop to Dream Machines by his courier or post of choice. Any damage during the transport to Dream Machines will be solely the responsibility of the buyer. This includes damage from improper packing or damage during transport. Once the laptop has been repaired, Dream Machines will be responsible for shipping the laptop back to the buyer and covering insurance costs to the destination. In addition, any damage to the product, upon return, is required to be noted on the receiving form.
• Other countries, outside of the EU or USA, will be required to pay for all costs associated with shipping to an authorized service center and the costs for returning to the buyer. In this case, the buyer is responsible for all proper packing and for all insurance costs or damage during transport.
• Mice, mouse pads and keyboards:
• In EU (including the Republic of Poland), USA, or other countries where Dream Machines has official representation, the buyer is required to send a mouse to Dream Machines by his courier or post of choice. Any damage during the transport to Dream Machines will be solely the responsibility of the buyer. This includes damage from improper packing or damage during transport. Once the mouse has been repaired or replaced, Dream Machines will be responsible for shipping the mouse back to the buyer and will cover insurance costs to the destination. In addition, any damage to the product upon return is required to be noted on the receiving form.
• Other countries, outside of those listed above, will be required to pay all costs associated with shipping to an authorized service center and the costs for returning the repaired item to the buyer. In this case, the buyer is responsible for all proper packing and for all insurance costs or damage during transport.
5. Dream Machines will do its best to repair or service the products in a fast and timely manner. In most cases, repairs can be handled within 14 working days. If a warranty case requires extra time, Dream Machines will continue to try to expedite the process. Buyers are allowed to contact Dream Machines at any time to get updated information on the current status of the warranty.
WARRANTY POLICIES:
1. The Buyer is not required to pack the equipment in its original packaging, but is obligated to package the equipment in a secure manner, so that it is not damaged during transport. Dream Machines highly recommends using the original package to minimize any possibility of damage during transport. Any damage from improper packing will be the sole responsibility of the buyer.
2. Dream Machines allows modifications to its products, but any damage these modifications or the user him/herself causes by modifying will void the full warranty no matter the damage done. Parts installed or added to a Dream Machines product can affect other parts unintentionally and this will void the warranty.
3. Any extra modifications or parts that the buyer has added should be removed before sending the product for warranty. If there is any added part or component left inside the product, Dream Machines is not responsible for any damage to this piece of equipment not supplied by Dream Machines. Dream Machines will try, to the best of its ability, to keep the extra parts in the same condition and location as they were sent. Dream Machines reserves the right to remove any additional parts if necessary.
4. Dream Machines reserves the right to clear off all memory in our products. This includes but is not limited to hard drives, SSD, or other memory/data retaining parts. The OS may also be removed if one has been installed, and the product will be returned to its original factory condition. If it was purchased with OS from Dream Machines, then it will be returned with a fresh updated reinstallation where necessary.
5. Damage that is considered the responsibility of the buyer will need to be paid to Dream Machines in a fast and timely manner. If the product is in the service center, all debts will need to be closed before the product will be returned.
6. In cases when payment is not made, Dream Machines, after 30 days, reserves the right to charge a storage fee for the product. It will be no higher than 5% of the original value of the product. Dream Machines will store the product for up 90 days in which case Dream Machines will be forced to dispose of it properly. To receive the product back and avoid disposing of it, the full debt including storage fees will need to be closed before the 90 day deadline.
7. Dream Machines will decide exclusively, either, to repair the product or to provide the exact same/better model/part. Any, special cases Dream Machines will contact customer directly to solve the situation.
8. Any complaints regarding warranty or service requests should be sent to one of the addresses listed above. If possible and for the quicker escalation of service complaints, we request the complaints to be written in the English language. This will help us speed up the process, but is not a requirement for consideration and response by Dream Machines.
NO TROUBLE FOUND (NTF):
1. If upon receiving and diagnosing the product by Dream Machines, it is found that there is no defect which is covered under warranty, then Dream Machines has the right to charge a no trouble found fee.
2. Possible situations of no trouble found fees:
a.) Requesting warranty for a laptop claiming a defective display that is found not to be defective. This includes bleeding below the percentage listed above or bad pixels that are less than the amount listed above.
b.) A Dream Machines product not functioning properly because of user installed devices. This can include, but not limited to RAM, HDD, SSD, or other parts that are installed by the user and cause the Dream Machines product to fail or not work properly.
c.) Sending in a product that the buyer has not properly informed Dream Machines of the warranty request beforehand and complete the warranty request procedure. If the warranty request form does not accompany the product, then Dream Machines has the right to reject the warranty claim. Dream Machines will do due diligence to contact with the user, but if the user cannot be found or contacted the product will move to storage per point 6 in warranty policies as above.
3. No trouble found fee is equivalent to the following:
a.) Transportation pickup charge, if transport was organized by Dream Machines
b.) Transportation back to the end user
c.) Additional fee of 34 Euros/34 dollars/149 pln brutto (amount is based on the country of customer location at discretion of Dream Machines) for the standard diagnostic labor fee.
4. Dream Machines has the right to keep the product until all debts are cleared. This includes fees for shipping when not covered by Dream Machines, for out of warranty work, storage fees, and for no trouble found fees. Once the debt is cleared, Dream Machines will ship the product back to the buyer in a timely manner.
MODIFICATIONS OF DREAM MACHINES EQUIPMENT:
1. Buyers are allowed to open and inspect the internals of all equipment of Dream Machines.
2. Any damage to the parts or casing caused from opening the unit is not covered under warranty. This includes mouse feet or other stickers.
3. Buyers who remove or destroy stickers with a serial number may lose warranty coverage.
4. Any physical damage to internal (or external) parts of the product because of opening or in general will be excluded from warranty.
5. Buyers who decide to modify their product by using soldering or melting any part of the product or plastic will void the product warranty.
6. Buyers can add parts to the inside of equipment that do not affect the regular performance of the equipment. For example, a hard drive can be added to a notebook or mouse feet to a mouse. This does not affect the warranty, but this new equipment will not be covered under warranty and needs to be removed before sending to Dream Machines.
7. If parts added by the buyer cause a conflict in the product, Dream Machines will remove the parts. If there was no other defect, Dream Machines has the right to charge a NTF fee as listed above.
8. Any damage these modifications or the user him/herself causes by modifying will void the full warranty even no matter the damage. Parts installed or added to a Dream Machines product can affect other parts unintentionally and this will void the warranty.
EXCLUSIONS OF WARRANTY (ANY OF THE FOLLOW CAN VOID THE WARRANTY):
1. Elements and components that are not part of the original Dream Machines equipment purchase.
2. Damage resulting from improper installation of components added to Dream Machines equipment by the buyer or any third party.
3. Damage caused by water or other liquids.
4. Defects caused by incorrectly operating software or virus software.
5. Equipment which was repaired by unauthorized persons/entities.
6. Devices with product serial numbers that are altered or removed from any component or accessory. This applies to situations where the serial number sticker or internal warranty seals are removed or damaged.
7. Cases where the equipment has been damaged in an accident, natural disaster, intentional or inadvertent misuse or neglect, improper maintenance, or if the product was used incorrectly (including thermal damage).
8. Cases where the equipment has been damaged due to improper installation or improper connection of the peripheral.
9. Cases where the equipment has been damaged as a result of an external power failure or any other accident.
10. Cases where the equipment has been damaged as a result of parts not manufactured or sold by Dream Machines.
11. Any physical damage to the external and internal equipment (including but not limited to damage to the keyboard and touchpad such as key button damage, ejected keys, and cracking).
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