Warranty Policy

Warranty Overview

Effective Date: January 1, 2025

B2B Enterprises stands behind the quality of our products and services. This Warranty Policy outlines the warranty coverage, terms, and conditions for all hardware products, software solutions, and services provided by B2B Enterprises.

As an authorized distributor and service provider since 2018, we offer comprehensive warranty coverage that includes both manufacturer warranties and our own service guarantees. This policy applies to all POS systems, hardware components, software solutions, and professional services purchased from B2B Enterprises.

Our warranty commitment ensures that customers receive reliable products and services with appropriate support and protection against defects and performance issues.

Hardware Product Warranties

Manufacturer Warranties

All hardware products sold by B2B Enterprises are covered by manufacturer warranties. We honor the original manufacturer warranty terms and act as a facilitator for warranty services:

• Standard Coverage: Typically 1 year manufacturer warranty or as specified by the manufacturer
• Zebra Products: Manufacturer warranty as per product specifications
• TSC Printers: Manufacturer standard warranty terms apply
• TVS Electronics: Original manufacturer warranty coverage
• Epson Products: Manufacturer warranty based on product category
• DCODE Solutions: Standard manufacturer warranty terms

POS Systems and Terminals

POS systems and terminals carry manufacturer warranty terms:

• All-in-One POS Systems: Manufacturer warranty as specified
• Touch POS Terminals: Standard manufacturer warranty coverage
• Cash Registers: Manufacturer warranty on mechanical and electronic components
• Displays and Monitors: Original manufacturer warranty terms
• Integrated Components: Individual component manufacturer warranty applies

Scanning and Printing Equipment

Barcode scanners and printers follow manufacturer warranty terms:

• Handheld Scanners: Standard manufacturer warranty coverage
• Fixed Mount Scanners: Manufacturer warranty as per product specifications
• Barcode Printers: Manufacturer warranty on mechanics and components
• Label Printers: Standard manufacturer warranty terms
• Mobile Printers: Manufacturer warranty including standard components

Accessories and Components

Limited warranty coverage for accessories and components:

• Cash Drawers: Manufacturer warranty on mechanical components
• Cables and Connectors: Not covered under standard warranty
• Power Supplies: Not covered under standard warranty
• Mounting Hardware: Not covered under standard warranty
• Replacement Parts: Subject to manufacturer warranty terms when applicable

Software Solution Warranties

SimplePOS Software

Our SimplePOS software solution includes the following warranty coverage:

• Functionality Warranty: 90 days free bug fixes and corrections
• Compatibility Warranty: Guaranteed compatibility with specified hardware
• Data Integrity: Protection against data corruption due to software defects
• Performance Warranty: Software performs as documented and specified
• Update Support: Free updates for 1 year from purchase date

Custom Software Development

Custom software solutions carry tailored warranty terms:

• Development Warranty: 90 days correction of programming defects
• Specification Compliance: Software meets agreed functional requirements
• Integration Warranty: Proper integration with existing systems
• Documentation: Complete and accurate user documentation provided
• Source Code: Source code remains with B2B Enterprises and is maintained under AMC agreements
• AMC Maintenance: Ongoing maintenance, updates, and support available through Annual Maintenance Contracts

Third-Party Software

Licensed third-party software includes:

• Vendor Warranties: Original manufacturer warranty terms apply
• License Validity: Guarantee of proper licensing and legal compliance
• Installation Support: Proper installation and configuration warranty
• Compatibility Verification: Confirmed compatibility with customer systems
• Technical Support: Access to vendor support channels facilitated

Asset Tracking Solutions

Our barcode and RFID asset tracking systems include:

• System Functionality: 6 months warranty on tracking accuracy
• Database Integrity: Protection against data loss and corruption
• Reporting Accuracy: Correct generation of tracking reports
• Integration Support: Proper integration with existing IT infrastructure
• User Training: Comprehensive training and documentation included

Service and Installation Warranties

Installation Services

Professional installation services include warranty coverage for:

• Workmanship: 90 days warranty on installation quality
• Configuration: Proper system setup and configuration
• Testing: Complete system testing and validation
• Documentation: Installation documentation and system diagrams
• User Training: Basic user training and orientation included

Technical Support Services

Technical support services warranty includes:

• Response Time: Guaranteed response within specified timeframes
• Issue Resolution: Best effort resolution of technical problems
• Expert Knowledge: Qualified technicians with product expertise
• Remote Support: Online assistance and troubleshooting
• Documentation: Support interaction records and resolution tracking

Maintenance Services

Annual Maintenance Contract (AMC) warranties cover:

• Preventive Maintenance: Regular system health checks and optimization
• Priority Support: Expedited response for AMC customers
• Replacement Parts: Genuine parts included in service calls
• Software Updates: Latest software versions and security patches
• Performance Monitoring: System performance analysis and recommendations

Training and Consultation

Professional training and consultation services include:

• Training Effectiveness: Participants achieve specified competency levels
• Material Quality: Comprehensive and accurate training materials
• Instructor Expertise: Qualified and experienced training professionals
• Follow-up Support: Post-training support for clarifications
• Certification: Training completion certificates where applicable

Warranty Terms and Conditions

Warranty Period Activation

Warranty periods are activated as follows:

• Hardware Products: Warranty starts from date of delivery
• Installed Systems: Warranty begins from installation completion date
• Software Solutions: Warranty starts from license activation or delivery
• Custom Development: Warranty begins from project acceptance
• Service Contracts: Warranty effective from service commencement

Warranty Coverage Scope

Warranty coverage includes:

• Manufacturing Defects: Defects in materials and workmanship
• Performance Issues: Failure to meet specified performance criteria
• Compatibility Problems: Issues with documented system compatibility
• Premature Failure: Component failure before expected lifespan
• Software Bugs: Programming errors affecting functionality

Customer Responsibilities

To maintain warranty coverage, customers must:

• Use products according to manufacturer specifications and guidelines
• Maintain proper environmental conditions (temperature, humidity, power)
• Perform recommended maintenance and cleaning procedures
• Use only approved consumables and replacement parts
• Report warranty issues promptly within the warranty period
• Provide access for inspection and repair activities
• Maintain proper backup procedures for software and data

Warranty Registration

Warranty registration requirements:

• Product Registration: Registration within 30 days of delivery recommended
• Documentation: Retain purchase invoices and delivery receipts
• Serial Numbers: Record and maintain product serial numbers
• Installation Records: Keep installation and configuration documentation
• Contact Updates: Notify us of any contact information changes

Warranty Claims Process

How to Make a Warranty Claim

To initiate a warranty claim, follow these steps:

• Contact Support: Call or email our technical support team
• Provide Information: Product details, serial numbers, and problem description
• Documentation: Submit purchase invoice and warranty registration details
• Initial Assessment: Our team will assess the warranty claim validity
• Resolution Plan: We'll provide a resolution plan and timeline

Warranty Claim Assessment

Our warranty claim assessment process includes:

• Eligibility Verification: Confirm product is within warranty period
• Problem Analysis: Technical analysis of reported issues
• Root Cause Investigation: Determine if issue is covered by warranty
• Solution Determination: Identify appropriate resolution method
• Authorization: Approve repair, replacement, or refund as appropriate

Warranty Resolution Options

Depending on the issue, warranty resolution may include:

• Repair: On-site or workshop repair of defective products
• Replacement: Exchange with new or refurbished equivalent product
• Software Fix: Bug fixes, patches, or updated software versions
• Component Exchange: Replacement of defective components only
• Partial Refund: Prorated refund for products beyond economic repair

Response Times and Service Levels

Our warranty service response times:

• Initial Response: Within 24 hours of claim submission
• Assessment Completion: Within 48-72 hours for standard claims
• Resolution Timeline: 5-10 business days for typical warranty issues
• Parts Availability: Subject to manufacturer parts inventory
• Complex Issues: Extended timelines may apply for complex problems

Warranty Exclusions and Limitations

What is Not Covered

Warranty coverage does not include:

• Normal Wear and Tear: Expected deterioration from regular use
• Consumable Items: Print heads, ribbons, labels, and batteries
• Accessories: Cables, connectors, power supplies, and mounting hardware
• Physical Damage: Damage from accidents, drops, or mishandling
• Environmental Damage: Damage from water, fire, power surges, or extreme conditions
• Unauthorized Modifications: Alterations not approved by manufacturer
• Third-Party Software: Issues with non-approved software installations
• User Error: Problems caused by incorrect operation or configuration

Warranty Void Conditions

Warranty may be voided if:

• Products are serviced by unauthorized technicians
• Non-genuine or incompatible parts are used
• Products are used beyond manufacturer specifications
• Serial numbers or warranty labels are removed or tampered with
• Products are modified without manufacturer authorization
• Recommended maintenance procedures are not followed

Geographical Limitations

Warranty service availability:

• Primary Service Area: Kerala and surrounding states
• India-wide Support: Remote support and courier-based service
• On-site Service: Available in select cities and regions
• Remote Locations: May require additional time and cost for service
• International: Limited to manufacturer warranty terms only

Limitation of Liability

Warranty liability limitations:

• Total liability limited to original purchase price of defective product
• No liability for indirect, consequential, or business interruption damages
• Data loss or corruption liability limited to data recovery attempts
• Third-party claims and damages are excluded from warranty coverage
• Warranty remedies are exclusive and replace all other warranties

Extended Warranty and Service Plans

Extended Warranty Options

We offer extended warranty plans for enhanced protection:

• Extended Hardware Warranty: 1-2 additional years beyond manufacturer warranty
• Comprehensive Coverage: Includes parts, labor, and on-site service
• Priority Service: Expedited response and resolution for covered customers
• Preventive Maintenance: Regular health checks and optimization
• Software Support: Ongoing software updates and technical support

Annual Maintenance Contracts (AMC)

Our AMC plans provide ongoing support and maintenance:

• Comprehensive AMC: All-inclusive maintenance with parts and labor
• Non-Comprehensive AMC: Labor-only contract with parts charged separately
• Software AMC: Software updates, support, and minor customizations
• Remote AMC: Remote monitoring and support services
• On-Demand Service: Pay-per-service model for occasional needs

Service Plan Benefits

Extended service plans include additional benefits:

• Discounted rates on non-warranty repairs and services
• Priority access to new product releases and updates
• Enhanced technical support and consultation services
• Training and certification programs for customer staff
• Performance monitoring and optimization recommendations

Warranty Support Contact Information

For warranty claims, service requests, or questions about warranty coverage, please contact our support team:

Warranty Registration: Register your products within 30 days of purchase to ensure smooth warranty service. Keep your purchase invoice and product serial numbers for warranty claims. Our support team is committed to providing prompt and professional warranty service to keep your business operations running smoothly.