3NH endeavors to offer customers the most comprehensive post-sales services and protection; besides offering a 2-year warranty for standard 3NH products, an extended warranty service can also be provided based on additional request from the customer.
1-year warranty period for the OEM (Original Equipment Manufacturer), ODM (Original Design Manufacturer) and other customized PC Products (hereinafter referred to as "Customized Product"); Within the warranty period, customers are entitled to receive comprehensive and prompt repair and warranty.

Standard products manufactured by 3NH are offered a 2-year warranty, from the date of delivery from 3NH..

In the case of  3NH product DOA (Defect-on-Arrival) when the customer finds any defect within 1 month after the delivery, 3NH will replace it with a new product in a soonest way. Except for custom products, once the customer is approved of a Cross-Shipment Agreement, which allows for delivery a new product to the customer before receiving the defective one, 3NH will immediately proceed with new product replacement for the said DOA case. On validation of the confirmed defect, 3NH is entitled to reserve the right whether to provide a new product for replacement. For the returned defective new product, it is necessary to verify that there shall be no bruise, alteration, scratch or marking to the appearance, and that none of the delivered accessories missing; otherwise, the customer will be requested to pay a processing fee. On the other hand, if the new product defect is resulting from incorrect configuration or erroneous use by the user instead of any problem of the hardware itself, the customer will also be requested to pay for relevant handling fees.

As for other conditions, 3NH will handle defects by way of repair. The customer will be requested to send the defective product to an 3NH authorized service center, and 3NH will return the repaired product back to the customer as soon as possible.

A customer’s rejected product returned for repair shall have a RMA (Return Merchandise Authorization) number. Without a RMA number, 3NH will not provide any repair service for the rejected product, and the product will be returned to the customer at customer’s cost. 3NH will not issue any notice for the return of the product.

Each returned product for repair shall have a RMA number, which is simply the authorization of the return for repair; it is not a guarantee that the returned goods can be repaired or replaced. For applying for a RMA number, the customer may enter the eRMA webpage of 3NH https://threenh.com/ and log-in with an account number and a password authorized by 3NH. The system will then automatically issue a RMA number.

When applying for the RMA number, it is essential to fill in basic information of the customer and the product, together with detailed description of the problem encountered. If possible, avoid using ambiguous words such as “does not work” or “problematic”. Without a substantial description of the problem, it is hard to start the repair and will cause prolonged repair time. Lacking detailed statement of fault steps also makes the problem hard to be identified, sometimes resulting in second-time repairs.

In case the customer can’t define the cause of problem, please contact 3NH application engineers. Sometimes when the problem can be resolved even before the customer sends back the product.

On the other hand, if the customer only returns the key parts to 3NH for repair, it is necessary that the serial number of the entire unit is given in the “Problem Description” field, so that warranty period can be ruled accordingly; or 3NH will handle the case as an Out-of- warranty case.

It is recommended that the customer not to return the accessories (manual, connection cables, etc.) with the products for repair. 3NH shall not be responsible for any item that is not itemized. Moreover, make sure the problem(s) are detailed in the “Problem Description” field.

When sending in the Product for repair, please use the original packaging or appropriate packaging materials to prevent damage during transportation. 3NH recommends the Clients to use the original packaging for repairs. In the list of delivery, the customer may fill-in a value which is lower than the actual value, to prevent customs levying a higher tax over the excessive value of the return goods. The customer shall be held responsible for extra fees caused by this. We strongly recommend that “Invoice for customs purpose only with no commercial value” be indicated on the delivery note. Also for the purpose of expedited handling, please printout the RMA number and put it in the carton, also indicate the number outside of the carton, with the recipient addressing to 3NH  RMA Department.

When returning the defective product, please use an anti-static bag or ESD material to pack it properly. In case of improper packing resulting in damages in the transportation process, 3NH reserves the right to reject the un-repaired faulty good at the customer’s costs. Furthermore, it is suggested that the faulty goods shall be sent via a door-to-door courier service. The customer shall be held responsible for any customs clearance fee or extra expenses if Air-Cargo is used for the delivery.

In case of a DOA situation of a new product, 3NH will be responsible for the product and the freight. If the faulty goods are within the warranty period, the sender will take responsibility for the freight. For an out-of-warranty case, the customer shall be responsible for the freight of both trips.

For servicing phased-out products, 3NH provides an extended period, starting the date of phase-out, as a guaranteed maintenance period of such products, for continuance of the maintenance service to meet customer’s requirements. In case of unexpected factors causing 3NH to be unable to repair/replace a warranted but phased-out product, 3NH will, depending on the availability, upgrade the product (free of charge with continued warranty period as of the original product), or, give partial refund (based on the length of the remaining warranty period) to solve this kind of problem.

On completion of repair of a defective product, a Maintenance Report indicating the maintenance result and part(s) replaced (if any) will be sent to the customer together with the product. If the customer demands an additional maintenance analysis report, a service fee of various level will be charged depending on the warranty status. In case the analysis result shows that the defect attributes to 3NH’s faulty design or process, the analysis fee will be exempted.

3NH’s liability under this warranty is limited to repair, replacement, or refund as described. In no event shall 3NH be liable for consequential, incidental, or indirect damages (e.g., loss of data, business interruption).