Appendix
1.2.2 The following hardware components have warranties greater than 12 months:
ICCD: Andor provides a 2 year warranty for its ICCD products. Any damage caused by laser burn, bleaching of the
photocathode (brought about by over illumination of the cathode) or ion damage of the cathode (brought about by
excessive numbers of photoelectrons in the Multichannel plate) will not be covered by the warranty.
1.2.3 The following products and parts have specic warranty limitations:
X-RAY Cameras: Andor’s standard warranty terms apply to x-ray cameras except for the sensor and other exposed
parts, which are not covered in those models a) where the sensor is openly exposed (typically DO/DX models) and/or b)
where the sensor is used for the direct detection of x-ray photons.
Sensor: Andor does not warrant sensors to be completely free from defects.
Items considered as consumables are not covered under this warranty, including but not limited to the following items:
cables, bre optics, lters.
Third party products not manufactured by Andor are not covered under this warranty. The customer will only be entitled
to the benet of any such warranty or guarantee as is given by the manufacturer to Andor unless specically agreed in
writing by both parties.
1.2.4 Andor guaranties that the supplied Software substantially conforms to published specications - original license.
Andor does not warrant software to be error free or that Customers will be able to operate software without problems or
interruptions. The standard software warranty period is 12 months from dispatch.
1.2.5 During Warranty, customers have access to Andor support to report product defects only. Warranty does not
include training or consultancy services.
1.2.6 The Warranty period is deemed to start at the date of dispatch from Andor’s manufacturing facility.
1.2.7 Customers must notify the Andor customer service centre within 30 days of taking delivery of a product or part
they believe to be defective. Andor will refund all fees associated with the return of any product that has been reported
as defective within 30 days of delivery.
1.2.8 Failure to pay invoices when due may result in the interruption and/or cancellation of the standard warranty.
1.2.9 Andor warrants the replacement or repaired parts/components to be free from defects in materials and
workmanship for twelve months from the date of dispatch or for the reminder of the warranty period, whichever is longer.
1.2.10 For products returned under warranty Andor will extend the complete product warranty by 30 days.
Hardware and Software WARRANTY SERVICE
1.3 Service Description
1.3.1 The Andor Repair service provides a repair and return service for defective products supplied by Andor under a
supply contract. Using this service the original, defective part sent in by the Customer will be, where possible, returned
after repair or will be replaced. Any warranty obligation contained in an Andor supply contract will be carried out in
accordance with this Repair Service.
1.3.2 In order to be eligible for warranty repair or replacement, the equipment must be suffering a defect which meets
the criteria set out in the supply contract and must be within its specied warranty period. Services such as upgrades to
Hardware and Software are excluded from the scope of this service description and should be ordered separately.
1.4 Access to Service
1.4.1 A Customer who has purchased their product via a reseller or third party and who believes they have a warranty
defect should in the rst instance contact a representative of their seller’s product support team. Customers who have
bought products directly from Andor can access the Service Desk at www.andor.com/contact_us/support_request .
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