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Attachment D - State and Local Government and Education Customer Return Policy; EULA <br />Hewlett Packard <br />Enterprise <br />State and Local Government and Education Customer Return Policy <br />Coverage: These guidelines apply only to returns initiated by State and Local Government or Education <br />customers purchasing HPE/Aruba branded product direct from Hewlett Packard Enterprise Company ("HPE") or <br />a customer purchase under one of HPE's State and Local Government or Education direct contracts. A direct <br />contract is defined as a contract by and between HPE and a State, Local or Education end user. This return policy <br />does not apply to purchases by end user through HPE resellers under separate contract; loaners; early marketing <br />units or employee purchases administered as internal HPE orders. <br />Products Not Eligible: <br />Customized Products: Products that are customized and not otherwise marketable by HPE (e.g., products <br />specifically designed for a particular customer that cannot be sold to another customer). <br />Refurbished products: HPE branded product <br />Consumable products: Separately packaged HPE branded software cannot be returned to Hewlett Packard <br />Enterprise. <br />Third Party Options: Where returns are otherwise governed by the original manufacturer - Note: The <br />original manufacturer may provide their own warranties. The return guidelines should be confirmed with the <br />customer support representative when requesting a Return Material Authorization ("RMA"). <br />Product not purchased direct from HPE: Which means product purchased from another source, such as <br />a reseller, distributor, etc., under a separate contract between end user and reseller. <br />RETURN OF PRODUCTS <br />Defective Product: <br />For product that is defective on arrival, it is recommended that customers call Technical Support at <br />1-844-806-3425 to determine if the product can be corrected. Or, the customer may utilize the 30 day goodwill <br />return policy. Also the customer may contact the HPE North America Customer Care Team via email: VALOM-US- <br />SLED@HPE.COM, to report product that was defective on arrival and obtain warranty service for HPE Product, or <br />obtain contact information for warranty services provided by other manufacturers. <br />Carrier Related Loss or Damaged Shipments: <br />Customers should note damages or shortages on the Bill Of Lading at the time of delivery. Within a reasonable <br />time or not later than 30 days from delivery, notify the HPE Customer Care Team and provide a copy of the Bill <br />of Lading/Packing Slip. <br />Concealed damage(s) or shortage(s), where the box is in good condition but product is missing or damaged, is <br />an exception and should be reported as soon as practicable after delivery in order for HPE to establish the claim <br />with the carrier. <br />HPE is committed to customer satisfaction and values our relationship with State and Local Government and <br />Education Customer. To show our commitment, HPE is providing a goodwill right to return, or exchange unused <br />products within 30 days from receipt of the product. HPE does not charge a restocking or handling fee for <br />product returned within 30 days. It's at HPE's sole discretion to accept return products after 30-days. If a <br />product return is accepted after 30-days a restocking fee may apply. <br />Procedures for Returns: <br />The State or Local Government and Education Customer should contact the assigned Customer Service <br />Representative (CSR) via email: VALAM-US-SLED@HPE.COM, to coordinate returns or replacements within 30 <br />days from delivery of product. At that time a case number will be assigned to the request while HPE validates it <br />and proceeds (24 -48 hours). Once a Return Material Authorization is approved, the Care Agent will submit an <br />e-claim and an RMA number is assigned to it. This e-claim triggers a return label with HPE selected carrier <br />(usually CEVA) and CEVA sends out a questionnaire to the customer that needs to be responded no later than 7 <br />calendar days. Once the carrier receives the questionnaire, pick up should be scheduled for the returning <br />material no later than 30 calendar days from the date of the request. The Customer Care Team Representative <br />will assist the Customer on any other details or specifics regarding returns, credits and refunds. <br />Returns Policy, SLED Attachmen?D2 vPager1lof4 2018 <br />