GENERAL WARRANTY TERMS AND CONDITIONS FOR DREAM MACHINES
COMPANY INFORMATION
WORLDWIDE (EXCLUDING NORTH AMERICA)
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 dreammachines.com is run by Dream Machines Inc., with its registered office located at 6465 Brooks Rd., Brown City, Michigan 48416, USA. Email: support@dreammachines.com
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:
• Battery - 6 (six) months warranty;
• In the case of bad pixels, the display will only be replaced if any of the following conditions are fulfilled:
• For Full HD displays, in accordance with ISO 13406-2 Class II, up to 4 defective pixels are considered acceptable;
• For 3K / 4K displays, in accordance with ISO 13406-2 Class II, up to 7 defective pixels are considered acceptable;
• 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.
• DreamPC (Desktop) – 24 months
• 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:
• For Full HD displays, in accordance with ISO 13406-2 Class II, up to 4 defective pixels are considered acceptable.
• For 3K / 4K displays, in accordance with ISO 13406-2 Class II, up to 7 defective pixels are considered acceptable.
• 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.
DreamPC (Desktop) – 12 months
• 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. Any defect should be reported by sending a notification to the email address provided above or by contacting an Authorized Dream Machines Service Center.
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 AND DREAMPC:
• Within Poland, the devices are covered by a “Door-to-Door” warranty service. Upon confirmation of a warranty claim, we will arrange for the collection of the laptop, complete the repair, and return the laptop to the user at no additional cost to the purchaser. Any damage occurring during transportation will be covered by the carrier's insurance, while the cost of such insurance will be borne by Dream Machines. The user is responsible for properly packaging the product in accordance with the instructions provided in the “Warranty Terms and Conditions” section (improper packaging may result in damage that is not covered by Dream Machines). Please note that any damage to the product discovered upon its return must be recorded on the delivery receipt or acceptance form at the time of delivery.
• In the European Union and the United States, a “Door-to-Door” warranty service is provided for the first 6 months from the date of purchase. During this period, Dream Machines will arrange and cover the cost of collecting the laptop from the purchaser and will assume responsibility for transporting the device to the service center. The user is responsible for properly packaging the product in accordance with the instructions provided in the “Warranty Terms and Conditions” section (improper packaging may result in damage that is not covered by Dream Machines). Please note that any damage to the product discovered upon its return must be recorded on the delivery receipt or acceptance form at the time of delivery. After the initial 6-month period, the purchaser is responsible for sending the laptop to Dream Machines using their own courier service or postal operator. In such cases, the purchaser bears full responsibility for any damage occurring during transportation to Dream Machines, including damage resulting from improper packaging or damage sustained in transit. Following the repair, Dream Machines will be responsible for returning the laptop to the purchaser and will cover the cost of transportation and insurance to the destination address. Any damage to the product identified upon return delivery must be recorded on the carrier's delivery form at the time of receipt.
• 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 the event of non-payment, Dream Machines reserves the right to charge a storage fee after 30 days. Dream Machines will store the product for a period of up to 90 days, after which it may be required to dispose of the product in accordance with applicable regulations. To recover the product and avoid its disposal, all outstanding amounts, including any storage fees, must be paid in full before the expiration of the 90-day period.
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.) A warranty claim for a display alleged to be defective where the display is determined not to be defective, including cases of backlight bleeding within the acceptable limits specified above or a number of defective pixels below the threshold set out 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.) The shipment of a product for which the purchaser has not properly notified Dream Machines by submitting an online warranty claim. If the online claim form has not been completed or if the claim has been rejected, Dream Machines reserves the right to reject the warranty claim. Dream Machines will make reasonable efforts to contact the user; however, if the user cannot be located or contacted, the product will be placed into storage in accordance with Section 6 of these Warranty Terms and Conditions, as set out 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.) A standard diagnostic and labor fee of EUR 69 / USD 69 / PLN 199 (gross) shall apply. The applicable amount will be determined based on the customer's country of residence at the discretion of Dream Machines.
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 components or the casing resulting from opening the device shall not be covered by the warranty. This also includes mouse feet (glides) and any 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. Buyer may install additional components within the device provided that they do not affect its normal operation. For instance, SSDs and RAM modules may be added, and mouse feet (glides) may be applied. Such modifications do not affect the warranty; however, any additional components are not covered by the warranty and must be removed prior to returning the device 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):
Each of the following conditions may void the warranty for the entire product.
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).
EXTRA SUPPORT AND LIMITATIONS OF LIABILITY
There may be certain situation that arise in which, due to a breach of Dream Machines' obligations or other sources of liability, you may be entitled to compensation for damages from Dream Machines. In all such cases, and regardless of the basis for your claim, Dream Machines' liability shall not exceed the purchase price of each product as listed in the purchase document. This compensation for bodily injury (including death) and damage to real and tangible personal property, or other actual direct damages caused by a breach or failure to perform legal obligations under this Warranty Statement shall not exceed the purchase price of each product.
Dream Machines shall only be liable for losses, damages, or claims related to the contract, non-performance, or breach of this Warranty Statement.
This limitation also applies to suppliers and resellers. This represents the maximum aggregate liability of Dream Machines, its suppliers, and resellers.
Under no circumstances shall dream machines be liable for any of the following: (1) claims against you by third parties; (2) loss or damage to your records or data; or (3) any special, incidental, consequential, indirect, or any indirect damages whatsoever (including loss of profits or savings), even if dream machines, its suppliers, or resellers have been informed of the possibility of such damages.
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