Warranty and Returns Policy
Gallagher Group Limited ("Gallagher") is committed to providing quality hardware and software products, and ensuring customer satisfaction through comprehensive warranty and returns policies. This policy outlines the terms and conditions under which Gallagher products are warranted, including the process for returns and exchanges, and the rights and obligations of a Gallagher Channel Partner and end users. Please read this policy carefully to understand the coverage and limitations of Gallagher's warranties and the procedures for making a warranty claim or return.
Gallagher reserves the right to update this policy from time to time at its sole discretion.
1. HARDWARE WARRANTY
1.1. Hardware Warranty Policy
1.1.1. Hardware products manufactured by Gallagher are warranted to be free from defects in materials and workmanship under normal use for the applicable warranty period specified in clause 1.2 (“Warranty Period”).
1.1.2. Exclusions apply to all warranties as detailed in this policy.
1.2. Warranty Period
For the purpose of this clause, Care Plan means Gallagher’s software maintenance support package.
1.2.1. The applicable Warranty Period commences from the date of manufacture.
1.2.2. Standard Two Year Warranty
Gallagher will provide a two year warranty from the date of manufacture on all Gallagher-manufactured hardware, unless otherwise covered below.
1.2.3. Five Year Warranty
Gallagher will provide a five year warranty on selected products manufactured after 2016 that are listed in Schedule One ("Five Year Warranty").
1.2.4. Gallagher may, at its sole discretion, update which products are covered by the Five Year Warranty for any subsequent purchases of those products.
1.2.5. Additional Warranty
Gallagher will provide an extended warranty for a further period of five years for products covered by the Five Year Warranty, if an end user maintains continuous Care Plan coverage for the duration of the warranty.
1.2.6. Limited Lifetime Warranty
Gallagher will provide a limited lifetime warranty on Gallagher T10, T11, T12, and T15 readers if at the time of purchase the reader is considered current generation, in accordance with Gallagher’s product lifecycle policy (“Limited Lifetime Warranty”).
1.2.7. The Limited Lifetime Warranty will apply for the lifetime of the reader, being the period that the reader is the current generation of that product. If a reader is superseded and is no longer current generation, Gallagher will uphold the warranty on products covered by the Limited Lifetime Warranty for five years from the date of the change.
1.2.8. Any purchases of a T10, T11, T12 or T15 readers when they are no longer the current generation of product will carry Gallagher’s standard two year warranty.
1.2.9. Repaired and Serviced Parts Warranty
The warranty for hardware repairs or services by Gallagher will expire at the end of the original Warranty Period or 90 days after shipment of the repaired or serviced part, whichever is later.
1.3. Hardware Warranty Claims
1.3.1. For defective hardware products within their respective Warranty Period, Gallagher will, at its sole discretion, repair, replace (with identical or similar product), provide credit towards future purchase of Gallagher product to the equivalent purchase price, or refund the product found to be defective during the Warranty Period.
1.3.2. Where Gallagher elects to replace a product, Gallagher may send the replacement product to the Channel Partner in advance of receiving the faulty product.
1.3.3. Where replacement product is provided in advance, and the Channel Partner does not return the defective product to Gallagher within 30 days of the replacement product being dispatched, Gallagher reserves the right to charge full price for the replacement product.
1.3.4. If a warranty claim is found to be invalid, Gallagher at its sole discretion, reserves the right to charge:
1.3.4.1. a service fee for the handling of an unapproved warranty claim; or
1.3.4.2. the full replacement cost of the product.
1.3.5. Where an advanced replacement part is provided and the returned original part is subsequently found to be non-faulty, the Channel Partner may elect to:
1.3.5.1. have the original part returned at their expense; or
1.3.5.2. retain the replacement part and forfeit the original part to Gallagher,
If the Channel Partner elects return of the original part under clause 1.3.5, they are responsible for all return freight costs. If no election is made within 30 days of notification, Gallagher may dispose of the original part at its discretion.
2. SOFTWARE WARRANTY
2.1. For Gallagher’s software warranty please refer to the Software License and Maintenance Terms and Conditions available here.
2.2. No returns, cancellations, or refunds shall be permitted after 5 workings days from the date of delivery of the software, except in the case of a valid warranty claim.
3. WARRANTY EXCLUSIONS
3.1. Gallagher hardware and software product warranties exclude the following:
3.1.1. Product modified or altered without Gallagher's written authorization.
3.1.2. Product which has not been used in accordance with Gallagher's documentation, installation or operating instructions.
3.1.3. Product which has been subjected to conditions not in accordance with those specified in Gallagher technical product specifications, or to unusual electrical or physical stress, fire, lightening, force majeure, neglect, contamination by insect or vermin, misuse, abuse, improper storage, testing or connections, power or air conditioning failure, hazardous or unreasonable use, servicing by any third party not authorized by Gallagher to perform such work or servicing, or exposure to airborne contaminants including but not limited to geothermal, chemical, salt spray, local environmental influences etc.
3.1.4. General wear and tear on all readers, cards and transponders is specifically excluded from warranty claims. General wear and tear includes fading or discolouring due to extended exposure to natural elements (e.g. moisture, UV, salt, sand etc).
3.1.5. Product no longer covered under the applicable Warranty Period.
3.1.6. Freight costs to return a product to Gallagher.
3.1.7. Installation, maintenance or service costs relating to a warranty claim.
3.1.8. Any incidental or consequential costs associated with the failure of a Gallagher product under warranty.
3.1.9. Product returned to Gallagher in an un-testable state unrelated to the warranty claim (e.g. Reader wiring cut off at the reader base, Controllers missing connectors unrelated to a fault etc).
3.1.10. Damages or malfunctions caused by firmware or software updates not provided or recommended by Gallagher.
3.1.11. Compatibility issues with third-party software or hardware not expressly specified by Gallagher.
3.1.12. Where product is submitted under a warranty claim and its condition or circumstances exclude it from warranty as per the warranty exclusions list at clause 3.1, Gallagher will charge for time and materials based on Gallagher’s current repair and return fixed price list, subject to regional variations.
3.2. THIS WARRANTY POLICY CONSTITUTES THE SOLE AND EXCLUSIVE REMEDY OF THE PURCHASER WITH RESPECT TO THE PRODUCTS COVERED HEREUNDER. ALL OTHER WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, ARE HEREBY DISCLAIMED TO THE MAXIMUM EXTENT PERMITTED BY LAW.
4. RETURNS POLICY
4.1. Hardware Warranty Returns Process
4.1.1. Prior to dispatching any products back to Gallagher, contact Gallagher to receive a ticket number for the return (“Ticket Number”).
4.1.2. For a Ticket Number to be issued, a serial number and a site number (if applicable) for the products being returned must be provided to Gallagher as well as detailed information about the fault. A customer fault report form can be requested from Gallagher and included for each item being returned.
4.1.3. All products being returned to Gallagher for any reason must:
4.1.3.1. Have a Ticket Number on the shipping documentation and on the outside of the packaging; and
4.1.3.2. Be received within 30 days of the Ticket Number being issued ("Return Authority Expiration").
4.1.4. Upon receipt of the returned product, Gallagher will use diagnostic tests to assess whether the product is defective to approve or reject a warranty claim. A warranty claim will only be approved if the product is:
4.1.4.1. within its Warranty Period; and
4.1.4.2. found to be defective as a result of the manufacturing process, and
4.1.4.3. received prior to the Return Authority Expiration.
4.1.5. Gallagher will advise the address that the products need to be returned to. Freight for the return of product to Gallagher is the responsibility of the Channel Partner.
4.1.6. Gallagher takes no responsibility for any products received without a Ticket Number being referenced.
4.2. Non-Warranty Hardware Returns and Repairs
Subject to regional availability, for hardware products that are outside of their respective Warranty Period there is a return and repair service available. The price for this service can be found on the Repairs and Returns Fixed Price list.
4.3. Third-Party Product Returns
4.3.1. Gallagher’s replacement, service, repair and return process for Gallagher-manufactured products shall not apply to third-party products. Before returning any third-party product, contact your local Gallagher office to discuss the return process.
4.3.2. Any returns, exchanges, or warranties for third-party products will be handled in accordance with the relevant third-party manufacturer's policies and service levels. Gallagher is not responsible for any issues arising from the use of third-party products and will direct all enquiries and claims to the respective third-party manufacturer on behalf of the Channel Partner or end user.
4.3.3. Third-party products sold by Gallagher are required to be returned direct to the third-party supplier (excluding Channel partners in UK and Europe). All shipping costs and associated third-party costs incurred as part of the return to the third party are the responsibility of the Channel Partner.
4.4. Software Returns
Software Warranty Return
4.4.1. To initiate a warranty-based software return, Channel Partner or end user must:
4.4.1.1. notify Gallagher in writing within the applicable Warranty Period, describing the defect or non-conformity in reasonable detail;
4.4.1.2. allow Gallagher a reasonable opportunity (not less than 30 days) to repair or replace the software;
4.4.1.3. if the defect or non-conformity persists after Gallagher's reasonable efforts to remedy it, Channel Partner or end user may then return all copies of the software and related documentation to Gallagher, along with proof of purchase; and
4.4.1.4. uninstall and permanently delete all copies of the software from all systems.
4.4.2. Subject to verification of the above conditions, if the Software does not materially perform as described in the then-current product documentation, Gallagher’s sole obligation, to the extent permitted by law, will be to remedy the defect under its Care Plan services.
4.4.3. Gallagher has not requirement to remedy any software defect for (i) any software that has been modified, damaged, or used in a manner inconsistent with its documentation, (ii) any claims based on functionality or features not included in Gallagher specifications, or (iii) any software where no material defect can be reproduced by Gallagher.
General Software Returns
4.4.4. Subject to clause 2.2, where quantity of software licenses ordered exceeds requirements, Gallagher will provide a new software file that must be uploaded to the designated site within 30 days of receipt.
4.4.5. Provision of new software files is subject to a 5% processing fee, at Gallagher’s sole discretion, and requires confirmation of proper upload and activation at the designated site within the specified timeframe.
4.4.6. Subject to compliance with clauses 4.4.4 and 4.4.5, Gallagher may, at its sole discretion, provide a refund or credit.
4.5. Gallagher Sends Incorrect Shipment
4.5.1. If products received do not match the order confirmation, the Channel Partner must:
4.5.1.1. contact Gallagher within five working days of receipt to obtain a Ticket Number;
4.5.1.2. provide the serial number and purchase order number of incorrect products; and
4.5.1.3. return products within twenty days with the Ticket Number clearly displayed on packaging and documentation.
4.5.2. Gallagher will cover restocking and freight costs for products incorrectly supplied by Gallagher, provided returns are completed within the specified timeframes. Late returns will incur restocking fees and freight costs borne by the Channel Partner.
4.6. Channel Partner Places Incorrect Order
4.6.1. If a Gallagher-manufactured product is incorrectly ordered by the Channel Partner, the Channel Partner must do the following to receive a credit:
4.6.1.1. contact Gallagher within 30 days of receipt to obtain a Ticket Number;
4.6.1.2. provide the serial number of incorrect products and the relevant purchase order number; and
4.6.1.3. return products within 30 days of the issuing of Ticket Number. The Ticket Number must be clearly displayed on packaging and documentation.
4.6.2. If the products are received by Gallagher later than 30 days after the date the Ticket Number was issued, a restocking fee of 20% of the invoiced price will be applied to all products being returned.
4.6.3. No returns of incorrectly ordered products will be accepted later than 90 days after the date that the products were dispatched by Gallagher.
4.6.4. All products that qualify for a return under clause 4.1.3. must be returned in an unused state, with the original packaging seals intact and include any documentation and peripheral parts (if applicable).
4.6.5 Gallagher will not accept the return of opened or used equipment for credit.
4.6.6. A restocking fee will apply to all incorrectly ordered products and all freight costs to the point of origin are to be paid by the Channel Partner. The restocking fees for return products are:
4.6.6.1. 5% of the invoiced price where the product does not require rework before it is returned to stock; or
4.6.6.2. 20% of the invoiced price where the product or packaging requires rework before it is returned to stock.
4.7. Order Cancellation
4.7.1. Once an order confirmation has been issued by Gallagher, cancellation is only permitted with Gallagher’s prior written consent.
4.7.2. If Gallagher accepts the cancellation of an order under clause 4.7.1, a fee of 20% may be applied at Gallagher's sole discretion.
4.7.3. Orders for non-stocked items (made to order or purchased to order) and/or third-party products cannot be cancelled unless prior written approval is provided by Gallagher. Restocking fees for third-party products will be determined at Gallagher discretion considering the circumstances.
Disclaimer: This document contains information about products and services provided by Gallagher Group Limited and its related companies ("Gallagher Group"). The information is indicative only and subject to change without notice. While Gallagher Group makes commercially reasonable efforts to ensure accuracy, no representation is made as to the completeness or accuracy of this information, and it should not be relied upon as such. To the extent permitted by law, Gallagher Group excludes all warranties and representations regarding this information. Gallagher Group and its directors, employees, and representatives accept no responsibility for any loss arising from use of or decisions based on this information.
Schedule One
Products currently covered by the Five Year Warranty:
C300100 Controller 6000 Standard - Serial Number range before 25315XXXXX
C300101 Controller 6000 Enhanced - Serial Number range before 25315XXXXX
C302910 Controller 6000 2 Door Kit Standard HBUS
C302911 Controller 6000 2 Door Kit Standard Wiegand
C302900 Controller 6000 2 Door Kit PoE+ HBUS
C302901 Controller 6000 2 Door Kit PoE+ Weigand
C302400 Starter Kit Controller 6000
C305101 High Sec Controller 6000
C305111 High Sec Controller 6000, 2 Door
C302401 Starter Kit Controller 6000 with PSTN Dialer
C300120 Starter Kit Cabinet
C300121 2 Door Controller Cabinet
C300110 Controller 6000 Starter
C300111 Controller 6000 Starter 2 Door
C300142 4 HBUS Module
C300182 8 HBUS Module
C300450 T20 MIFARE Terminal Black
C300451 T20 MIFARE Terminal White
C300460 T20 Multi Tech Terminal Black
C300461 T20 Multi Tech Terminal White
C300463 T20 Alarms Terminal Black
C300464 T20 Alarms Terminal White
C200440 8A Power Supply
C200340 POWER SUPPLY 3.5AH
C200610 Tamper Board – Board Only
C200660 G-Bus Uri
C200665 G-Bus Uri [Wiegand]
C200663 Protocol Converter – Wiegand
C200680 8 Input Expansion - Board Only
C200684 8/4 I/O Expansion - Board Only
C200688 16/16 I/O High Density I/O - Board Only
C200689 16/16 I/O High Density I/O - Board in Cabinet
C300665 HBUS 8 In 2 Out Door Module – Wiegand
C300660 HBUS 8 In 2 Out Door Module
C300680 HBUS 8 In Board
C300688 HBUS 16 In 16 Out Board
C300684 HBUS 8 In 4 Out Board
C300698 HBUS 8 Port Hub
C300678 OSDP 8 Port Hub
C300993 Fuse & Fire Relay Board
C200620 Dialler
C200100 Cabinet
C200611 GBUS I/O Accessory Cabinet
C200103 Dual Cabinet Charcoal
C200104 Dual Cabinet Cool Grey
C200105 Dual Cabinet With 8A Power Supply Cool Grey
C200109 Dual Cabinet With 8A Power Supply Charcoal
C200107 Dual Cabinet Ul Cool Grey
C200108 Dual Cabinet Ul Charcoal
C200669 Protocol Converter - XPORT to ASCII
C305181 8R Module - PIV
C305182 8H Module - PIV
C300141 4R Module
C300181 8R Module
C305660 HBUS 8 In 2 Out Door Module - PIV
C305688 HBUS 16 In 16 Out Board – PIV
C300636 High Sec End of Line Module
C305450 High Sec T20 Reader - Black
C305451 High Sec T20 Reader - White
C305460 High Sec T20 Reader - Multi Tech Black
C305461 High Sec T20 Reader - Multi Tech White
C308450 T20 UK High Security Reader
C305500 T21 PIV Reader - Black*
C305501 T21 PIV Reader - White*
C305510 T21 PIV Reader - Multi Tech, Black*
C305511 T21 PIV Reader - Multi Tech, White*
C305505 High Sec T21 Reader Rev1 Black*
C305506 High Sec T21 Reader Rev1 White*
C305280 High Sec T21 Bezel, Black
C305281 High Sec T21 Bezel, White
C305285 High Sec T21 Bezel, Black Rev1
C305286 High Sec T21 Bezel, White Rev1
C306105 Class 5 Cabinet, Controller & PSU, Cool Grey
C306104 Class 5 Cabinet, Cool Grey
G21920 F31 Fence Controller
G21940 F32 Fence Controller
G21930 F41 Fence Controller
G21950 F42 Fence Controller
G21902 F22 Fence Controller
G13110 Z10 Sensor Tension Charcoal
G13115 Z10 Tension Sensor - TVS
C300490 T30 Multi Tech Keypad Reader - Black
C300491 T30 Multi Tech Keypad Reader - White
C300495 T30 Mifare Keypad Reader - Black
C300496 T30 Mifare Keypad Reader - White
C400010 C7000 Single Door RS485
C400011 C7000 Single Door Wiegand
C400020 C7000 Single Door POE+ RS485
C400021 C7000 Single Door POE+ Wiegand
C402910 Controller 7000 Single Door Kit
C400120 Controller 7000 Single Door Cabinet
C400100 Controller 7000 Standard
C400101 Controller 7000 Enhanced
C405101 High Sec Controller 7000 High Sec
C300685 QuickSwitch ME1502
C300700 QuickSwitch ME02
C300701 QuickSwitch ME52
C300706 QuickSwitch ME16IN
C300707 QuickSwitch ME16OUT
C300710 QuickSwitch LNACM
C300713 QuickSwitch LN8IN
C300714 QuickSwitch LN8OUT
C300722 QuickSwitch M50-2D
C300724 QuickSwitch AM50-4D
C300726 QuickSwitch AM50-8D
*The contact card reader element of these products are warranted for 2 years.