EMEA Return Policy and Warranty Information for Legrand AV Brands

What is the Legrand AV Return Policy?

All merchandise purchased from and returned to Legrand AV Netherlands B.V. ("Legrand AV") must be returned only with prior authorization and a Return Material Authorization ("RMA") number provided by Legrand AV’s Customer Service within 120 days from the date of purchase. Product received incorrectly due to an error on Legrand AV’s part will be credited to your account in full. In situations where the purchaser needs to return merchandise due to a change in its project/equipment or due to ordering incorrectly, a restock charge will apply as follows:

Returns are not allowed for merchandise over 120 days old, custom products, discontinued products, pending obsolete products (at the day of purchase), projection screens larger than 3-meter width and products not part of the EMEA pricelist catalog. Subject to the terms herein, Products returned that are damaged or missing parts will not be eligible for credit unless Legrand AV decides they can easily be made saleable. Additional charges for parts and labor may apply.

Returned Product must be unopened, clean, undamaged, and complete with all manuals, accessories, documents and packaging. The items must be in a resalable condition, as determined by Legrand AV within its sole and absolute discretion, free of any non-removable labels or writing on the Product or Product packaging, and the UPC code must be intact for the original purchaser to receive credit.

When requesting an RMA customers must provide the original invoice number after which Legrand AV will assign an RMA numbers. Customers must use the assigned RMA number in all following RMA correspondence with Legrand AV. Clearly write the assigned RMA number on the shipping label of the box when returning the Product. The Product must also have with it, upon return, a copy of the original invoice or packing slip, and the appropriate RMA paperwork must be completed and in Legrand AV's possession. Products that are received that do not meet these conditions will be subject to additional charges and/or will not be processed as returns.

Additionally, please see the Shipping Discrepancies and Concealed Freight Damage section below for inspection obligations upon delivery of the products from Legrand AV to the purchaser.

Shipping Discrepancies and Concealed Freight Damage: It is the responsibility of the receiving party to open and inspect the Products immediately upon delivery and to confirm that all items have been received as indicated on your packing slip. Failure to report shipping discrepancies (from the dealer from whom you purchased or Legrand AV directly, as the case may be) within five days of receipt of the Products prevents us from accurately problem-solving the issue, and, if purchased from Legrand AV directly, variances reported after five days will not be credited regardless of circumstances. Occasionally, Products can be damaged during shipment even though the shipping cartons appear to be in good condition. If at the time of delivery, the Products fail to comply with the Limited Warranty on Legrand AV Products, the Purchaser shall promptly provide notice to Legrand AV of such failure. Under no circumstances shall the Purchaser install damaged or defective Products if warranty claims are intended for such Products. Any claim under the Limited Warranty on Legrand AV Products for any defects discoverable upon inspection at the time of delivery shall conclusively be deemed waived and released by the Purchaser unless written notice of such defects is given to Legrand AV within thirty (30) days after delivery of the Product.

What is the Legrand AV order cancellation policy?

Order cancelations are allowed only within thirty (30) days from the date purchased. Order cancelations will not be allowed for merchandise over thirty (30) days old, custom products, products not part of the EMEA pricelist catalog and discontinued products.

For custom Da-Lite projection screens and Da-Lite screens larger than 3-meter width, the below order cancelation policy applies: 

• Pre-Production: orders may be cancelled without fee.
• Production-Started, not assembled: cancellations subject to a 25% fee.
• Production Complete, Or Unit Assembled: 100% cancellation fee. No Cancellations accepted, no returns. 

Are Legrand AV products covered under a warranty?

LIMITED WARRANTY ON LEGRAND AV PRODUCTS

Legrand AV warrants to the original end user purchaser ("Purchaser") that each product (“Product(s)”) will be free of defects in material and workmanship for the “Applicable Warranty Period” (as provided below). Because Legrand AV cannot control the quality of products sold by unauthorized sellers, this limited warranty on Legrand AV Products applies only to Products that were purchased from a Legrand AV authorized seller, unless otherwise prohibited by law. Legrand AV Products are legitimately sold only by authorized sellers required to follow Legrand AV’s policies, procedures, and quality control standards. Legrand AV reserves the right to reject warranty claims from Purchasers for Products purchased from unauthorized sellers including unauthorized Internet sites.

EXCLUSIONS: This limited warranty does not cover any defects due to normal wear and tear, damage due to misuse, alteration to the Product, or negligence. This limited warranty shall not apply to:

• Any Product in which the defects or damage to the Product result from use of repairs, parts, or accessories not approved, made, or supplied by Legrand AV.
• Any Product showing evidence of misuse, abuse, or accidental damage.
• Any Product in which the defects or damage to the Product result from improper storage, water, or other liquids, or battery leakage.
• Any Product having defects or damage resulting from improper or inadequate maintenance by the customer.
• Any Product subjected to improper installation, application, operation, or exposure beyond normal use within the specified operational and environmental parameters in the applicable Product specification. Some examples include, but are not limited to:
  • Unusual physical stress
  • Connecting or disconnecting of antennas to amplifiers or other devices while connected to live power
  • Use beyond rated capacity
  • Use of the incorrect power supply or modified power supply
  • Incorrect voltage connection
  • Electrical stress
• The limited warranty for wall and ceiling mounts is void if the mount is moved from its initial installation.
• Any Product having defects or damage related to customer-applied software or interfacing.
• All electrical mechanism Products are intended for indoor use only and any electrical mechanism Product showing failure to comply with this instruction or other evidence of outdoor use will not be covered by this limited warranty.
• Any Product to which the serial number has been removed.
• Any expendable or consumable items, such as batteries, supplied with the Product are also exempt from coverage under this limited warranty.
• Any Product that was purchased from an unauthorized seller.

This limited warranty extends only to the original end-user Purchaser and is not transferable. Therefore, no transferee is eligible for coverage under this limited warranty.

Additional Limitations and Exclusions for Wood Products: The limited warranty applicable to Legrand AV furniture and other wood Products is limited to normal single shift use and accepted care and maintenance of natural wood products and environments. Natural wood surfaces are subject to denting, scratching, and gauging if not properly used and cared for. Therefore, the limited warranty applicable to Legrand AV furniture and other wood Products is also subject to use and care in accordance with the use and care instructions provided with Product at the time of shipment. In addition to the general “Exclusions from Warranty” described above, the limited warranty applicable to furniture and other wood Products also shall not apply to:

• Damage identified as carrier or installer related.
• Normal wear and tear of wood products during course of ownership.
• Color, grain, or texture of natural wood material, laminates, and other covering materials.
• Damages or failures resulting from misuse, abuse, negligence, improper care, modifications, or relocations.
• So-called “ghost” indentions and similar damage caused by the failure to use appropriate desk or writing pads.

REMEDIES: If a valid claim is made under this limited warranty, Legrand AV will, within its sole and absolute discretion, either repair or replace the defective Product(s) at no charge. Determination of the suitability of the Products for the use contemplated by the Purchaser is the sole responsibility of the Purchaser, and Legrand AV shall have no responsibility in connection with such suitability. Legrand AV shall not be liable for labor or other costs related to removing and replacing defective parts, expenses or damages resulting from interruption in operation of equipment, or for incidental, direct, or consequential damages of any nature.

WARRANTY SERVICE: Any Legrand AV Product believed to be defective as covered by this limited warranty may not be returned for warranty service without prior authorization from Legrand AV. Purchasers who wish to make a warranty claim based upon a manufacturing defect should contact their authorized seller from whom they purchased the Product or contact Customer Care at +31 495 580 840 or av.emea.sales@legrand.com for warranty service assistance. When contacting the authorized seller from whom you purchased your Product or Legrand AV Customer Care, please be prepared to provide the following information:

• Contact phone number, email address, and shipping address
• Date and location of Product purchase
• Order number and or Invoice number
• Legrand AV part numbers and quantities per part number
• Product serial number (where applicable)
• Detailed description of any claimed failure or defect
• A dated proof of purchase from the Legrand AV authorized seller from which the Product was purchased to verify warranty eligibility

If a Product is discontinued prior to the expiration of the original Applicable Warranty period, Legrand AV may, within its sole and absolute discretion, repair or replace such Product with an identical product having a similar function and capacity. All warranty terms, periods, and restrictions contained hereunder apply also to the discontinued product.

Applicable Warranty Period(s):

The applicable warranty period ("Applicable Warranty Period") shall commence from the date the Product was delivered to the end-user Purchaser and shall continue until the expiration of the Applicable Warranty Period provided hereunder.

Legrand AV Guidelines for Authorized Sellers to Facilitate Warranty Service

Legrand AV authorized sellers are responsible for facilitating the service of Products under warranty with Legrand AV. To initiate such service based upon a manufacturing defect, please contact Customer Care at +31 495 580 840 or av.emea.sales@legrand.com to obtain an RMA number.

When contacting Customer Care, please be prepared to provide the following information:

• Contact phone number, email address, and shipping address of the end-user Purchaser
• Date and location of Product purchase
• Order number and or Invoice number
• Legrand AV part numbers and quantities per part number
• Product serial number (where applicable)
• Detailed description of any claimed failure or defect
• A dated proof of purchase from the Legrand AV authorized seller from which the Product was purchased to verify warranty eligibility
• Details about recent configuration changes or changes to your network (where applicable)

The Purchaser is responsible for returning the Product to Legrand AV via prepaid shipping. Legrand AV will not be responsible for damage to Legrand AV Products caused by failure to properly package the Product for return to Legrand AV or for damage caused by carriers during shipment to or from Legrand AV. To protect against damage or loss in transit, it is recommended that the Purchaser ensures the Product and prepay all transportation expenses. EMEA customers outside of the EU are responsible for actions related to customs clearance. Purchaser shall be responsible for return shipment charges for Products returned where there is no defect, or for Products returned that is not eligible for warranty repair. Products returned for warranty service may be repaired or re-manufactured with parts, components, or sub-assemblies that originate from returned Products and that have been tested as meeting applicable specifications for equivalent new material and Products. No charge will be made to Purchaser for replacement parts used for warranty repairs. Legrand AV is not responsible for any damage to or loss of any software programs, data, or removable data storage media, or the restoration or reinstallation of any software programs or data other than the software, if any, installed by Legrand AV during manufacture of the Products.

Vaddio Non-Warranty Repairs

NON-WARRANTY REPAIR SERVICE:  If the Vaddio Product is out of warranty, Legrand AV will test then repair the Vaddio Product(s). Purchasers who wish to make a non-warranty repair claim on a Vaddio Product should contact Customer Care at +31 495 580 840 or av.emea.sales@legrand.com for non-warranty service assistance and to obtain a RMA number. When contacting Customer Care, please be prepared to provide the following information:

• Contact phone number, email address, and shipping address of the end-user Purchaser
• Date and location of Product purchase
• Order number and or Invoice number
• Legrand AV part numbers and quantities per part number
• Product serial number (where applicable)
• Detailed description of any claimed failure or defect
• A dated proof of purchase from the Legrand AV authorized seller from which the Product was purchased to verify non-warranty repair service eligibility
• Details about recent configuration changes or changes to your network (where applicable)

Non-Warranty Repair Terms: Legrand AV will repair any non-obsolete Product that does not meet the terms of this warranty and where a non-warranty repair service claim is made by the Purchaser. Non-warranty repair terms are as follows:

• The customer is responsible for, and agrees to pay, all parts and labor costs associated with the repair. Standard non-warranty repair charges are outlined below.
• Customer is responsible for all shipping charges both to and from Legrand AV and may use their own carrier.
• RMAs are valid for 30 days.
• Purchasers must return products through Vaddio dealers unless otherwise directed by Legrand.
• Before a Vaddio Product can be authorized to be sent in for repair, it must first go through the troubleshooting process with a member of the Vaddio Technical Support team.
• Products received at Vaddio that do not have a valid RMA number clearly marked on the outside of the shipping container may be refused and returned to sender.
• Legrand AV will not be responsible for damage to Legrand AV Products caused by failure to properly package the Product for return to Legrand AV or for damage caused by carriers during shipment to or from Legrand AV. Boxes showing external damage will be refused and sent back to the sender regardless of the clearly marked RMA number and will remain the responsibility of the sender.
• Customers will receive a courtesy call or email notifying them of total repair charges prior to return shipping.

Non-Warranty Repair Charges: Total repair charges (per unit) for a non-warranty repair consist of the following:

• Cost of any replacement parts needed to repair the defect.
• Labor costs billed per hour after minimum charges/time.
• Labor charges include troubleshooting and repair time only.
• Burn-in time and final test time are not included in the labor charges.
• Labor time is rounded to the nearest quarter hour.
• Labor charges are billed at the prevailing rate for the category of equipment repaired, after minimum charges/time. For prevailing labor rates, please contact Vaddio Technical Support.
• All shipping and handling costs are the responsibility of the customer for non-warranty repairs.

Minimum Labor Charges: All non-warranty repairs are subject to a minimum evaluation/repair labor charge even if there is no problem found. Please contact Vaddio Technical Support for the current applicable rate.

Repair Charge Estimates: Estimates on repair charges for a specific problem will not be given before an RMA is issued and the actual Product has been evaluated by a Vaddio technician. Repair estimates will be given after the repair department receives and evaluates the unit.

• Customers requesting an estimate on repair charges must do so up front when they call in for an RMA. The RMA team will call or email with the estimate after evaluating the unit and before proceeding with the repair.
• Any Product evaluated for a repair estimate is still subject to the minimum labor charges even if the customer decides not to proceed with the repair.
• Legrand AV does not guarantee estimates given on repair charges. Actual repair costs may exceed the estimate.
• The customer is responsible for actual repair charges, regardless of estimate.
• If Legrand AV hasn't received confirmation to repair the product within 60 days of providing the repair estimate, the Product(s) will be returned un-repaired.

Duration of Repair: Products are repaired on a first come, first serve basis. The turn-around time of a particular repair is dependent upon circumstances such as product type, the nature of the problem, and current repair volumes. Requests for expedited repair service will be considered on a case-by-case basis.

When contacting Customer Service, please be prepared to provide the following information:

• Contact phone number, email address, and shipping address
• Date and location of Product purchase
• Order number and or Invoice number
• Legrand AV part numbers and quantities per part number
• Product serial number (where applicable)
• Detailed description of any claimed failure or defect
• A dated proof of purchase from the Legrand AV authorized seller from which the Product was purchased to verify warranty eligibility
• Details about recent configuration changes or changes to your network (where applicable)

Effective December 1st 2024