Warranty & Maintenance Terms

Panini North America, Inc. LIMITED Warranty

This terms and conditions of this LIMITED Warranty (these “Terms”) are the only terms which govern the Standard and Extended Manufacturer’s Limited Warranties (collectively, the “Warranties”) by Panini North America, Inc. (“Panini”) and the customer (“Customer”). If a Customer has an existing written agreement executed by Panini, the terms and conditions of such agreement shall control to the extent they are inconsistent with these Terms. These Terms together with a purchase order, and any documents incorporated by specific reference into these Terms comprise the entire agreement (the “Agreement”).

Panini OEM Hardware Limited Warranties

Panini provides warranty programs directly to its Customers and Authorized Resellers’ customers. All warranties under this program will be provided by Panini or by a Panini appointed and authorized service provider.

Standard Manufacturer’s Warranty

All Panini hardware products (“Devices”) include this 12-month Standard Manufacturer’s Limited Warranty (“Standard Warranty”). The Standard Warranty period begins on the earlier of: (a) the date of registration, or (b) thirty (30) days after the date of the shipment of the Device from Panini. Panini warrants, to its Customers, its authorized Resellers’ customers, and no others, that all Panini Devices will be free from defects in material and workmanship under normal use, regular service and maintenance, in accordance with instructions provided by Panini. Customer is responsible for all freight charges associated with shipping unit(s) to Panini for service. If a Device is defective, Panini will at its expense return the Device, upon completion of the repair, to the Customer using the same shipping method by which the Device was received. All Warranties should be registered by the final purchaser (a partner of Panini may register on behalf of the end user) by visiting https://www.panini.com/en/warranty-registration

Concerns or questions regarding Device operation should be addressed to Panini Technical Support by visiting https://www.panini.com/en/submit-ticket

Extended Manufacturer’s Warranty

Customers may purchase for a separate fee an Extended Manufacturer’s Warranty (“Extended Warranty”) at the time the Device is purchased, during the Standard Warranty term, or after expiration of a warranty period. If a Customer requests an Extended Warranty on a Device that is not under a warranty term, the Device must be returned to Panini for evaluation and servicing at the Customer’s expense, including servicing, cleaning and inspection fees and all shipping costs. An Extended Warranty may if purchased within the Standard Warranty term be purchased in 1-year increments for up to five (5) years from the original date of purchase. If an Extended Warranty is purchased after the Standard Warranty term, the Extended Warranty may be purchased in 1-year increments for up to three (3) years. Panini reserves the right to determine if a Device is eligible for an Extended Warranty.

Neither the Standard Warranty nor Extended Warranty shall apply to any Panini Devices that:

a) Have been subjected to improper handling, operation, maintenance, repair, use, or alteration, 
b) Have been subjected to misuse, negligence, improper installation, or accident,
c) Have non-standard (non-Panini or non-Panini authorized) parts, assemblies, or consumables & supplies installed or utilized, 
d) Have not been properly stored, 
e) Have been repaired or attempted to be repaired by someone other than Panini or a Panini authorized service provider, or
f) Have not been registered directly with Panini.

In addition, the Warranties do not apply to:

a) Routine wear and tear for use of the Device such as replacement rollers, missing or broken feeder extensions, and blotting pad assemblies;
b) Consumables and/or supplies, unless purchased as an add-on feature set. Consumables and supplies are defined as Panini authorized ink, rollers and cleaning supplies. Complete information on the approved Panini consumables and/or supplies can be found at: www.paninionlinestore.com;
c) Non-mechanical parts such as flaps, covers, casings, doors, etc. and related components,
d) Minor defects not affecting operation or use;
e) Routine Cleaning; and
f) Cosmetic damage such as scuffs, adhesives, scrapes, scratches or markings on the scanner covers. Cosmetic damage will be repaired or replaced for an additional charge, 

Any claim made pursuant to the Warranties shall be conditioned upon Panini’s inspection of the Device, parts, components and accessories upon which the claim is made and Panini’s determination that there was a defect covered by the Warranties. Panini’s obligation under the Warranties, and the customer’s exclusive remedy for breach thereof, shall be limited to, at Panini’s option, repair or replacement of any alleged defective Device or parts thereof, issuance of credit, or return of the purchase price. Panini requires the return of any allegedly defective Device, in accordance with Panini’s directions, before honoring any claim. Devices or components replaced pursuant to the Warranties shall be warranted for the unexpired portion of the warranty applying to the original warranty term.

Additional Terms & Conditions
1. All Devices must be registered directly with Panini within 30 days of shipment. Registration can be completed using the Device registration card, online at https://www.panini.com/en/warranty-registration or with proper written approval from Panini.
2. Panini at its sole discretion may alter eligible warranty programs, terms, conditions, length and pricing as well as associated programs, based upon specific Customer agreement(s) or partner program(s).
3. If a Device is defective a Return Material Authorization (RMA) number must be obtained from Panini prior to the return of units for service. Units returned without an RMA number will be refused. RMA numbers can be obtained online by visiting https://www.panini.com/en/rma
4. RMA requests received prior to 4:00 p.m. ET will be processed that same day. RMA requests received after 4:00 p.m. ET will be processed the following business day.
5. The serial number used to generate the RMA must match the unit received by Panini. Failure to return the correct Device may result in incorrect tracking and billing.
6. The Device must be returned to Panini in the original shipping container (or suitably packaged). The Device must be whole, not in parts, to be accepted.  When returning a Device, the power cord, power supply, USB cable, and feeder extension (as applicable) must be included in the return package. Failure to return these items will result in charges for replacement parts at the then published pricing. Ink cartridges must be removed and retained prior to shipping. All ink cartridges or franking rollers returned with the unit will be discarded by Panini and will not be replenished when the unit is returned. 
7. Devices returned to Panini for which no problem can be found will be subject to a No Problem Found fee in the amount of $75 plus a $10 shipping fee. No Problem Found is defined as the unit passing all Panini factory diagnostic tests upon return and before any parts have been replaced.  
8. Customers must follow the cleaning protocols, procedures and techniques as provided by Panini and only utilize Panini authorized cleaning supplies. Failure to use Panini authorized cleaning supplies may result in sub-optimal performance including but not limited to roller degradation, camera lens damage, document damage and/or excessive build-up of solvents and other liquids. Use of non-Panini authorized cleaning supplies may be subject to Time & Material charges and will result in the remaining warranty being voided.
9. Service work required under the warranty program can only be performed at the Panini facility or at a Panini appointed authorized service provider facility. All such work is usually completed within 5-10 business days from receipt of the unit, but is subject to availability on a first come first serve basis.   
10. Consumables and/or supplies are not covered under this Program unless purchased as an add-on feature set. Consumables and supplies are defined as Panini authorized ink, rollers and cleaning supplies. Complete information on the approved Panini consumables and/or supplies can be found at: www.paninionlinestore.com
11. Panini reserves the right to repair or replace a unit returned for service. Under this program a replaced unit is defined as a new unit, a refurbished unit or previously repaired unit.
12. For Panini Devices equipped with endorsement printing capability, only Panini authorized inkjet supplies can be used. Failure to use Panini authorized inkjet supplies may result in sub-optimal performance including but not limited to excessive ink spray, incomplete spray and/or smearing on the documents. Dirt, overspray, streaking and/or damages to the Device resulting from the use of non-Panini authorized inkjet supplies are not covered under the warranty program, and may be subject to Time & Material charges and will result in the remaining warranty being voided.
13. Prices do not include, and Customer is responsible for any sales, withholding, use, inventory, value added and similar taxes, including property tax for Devices and other items. Prices are ex-works Dayton, Ohio. Accordingly, Customer will pay all transportation, insurance, warehousing and other costs related to the delivery of the Devices and other items.
14. Customer is required to arrange for payment of non-warranty covered charges directly with Panini or a Panini authorized service provider prior to commencement of work.   
15. Panini reserves the right to market additional product offerings to registered Customers.
16. Panini business hours are 8 a.m. to 5:00 p.m. ET, Monday through Friday excluding public or company holidays.

Limitations

THE WARRANTIES CONSTITUTE PANINI’S SOLE WARRANTY RESPONSIBILITY AND THE CUSTOMER’S EXCLUSIVE REMEDY WHETHER SOUNDING IN TORT, CONTRACT, STRICT LIABILITY, OR OTHERWISE. PANINI MAKES NO WARRANTY OF MERCHANTABILITY AND NO WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE, NOR DOES IT MAKE ANY OTHER WARRANTY, EXPRESS OR IMPLIED, OF ANY NATURE WHATSOEVER WITH RESPECT TO DEVICES SOLD BY PANINI OR THE USE THEREOF EXCEPT AS SET FORTH HEREIN. EXCEPT FOR THE REMEDY PROVIDED HEREIN, PANINI SHALL IN NO EVENT BE LIABLE FOR DIRECT, INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES OF ANY CHARACTER IN CONNECTION WITH THE SALE OR USE OF THE DEVICES. 

Panini North America, Inc. Terms and Conditions of Direct Maintenance

These terms and conditions (these “Terms”) are the only terms which govern the direct maintenance services by Panini North America, Inc. (“Panini”) and the customer (“Customer”). If a Customer has an existing written agreement with Panini for maintenance services, the terms and conditions of such agreement shall control to the extent they are inconsistent with these Terms. These Terms together with a purchase order pursuant to which maintenance services are being provided, and any documents incorporated by specific reference into these Terms comprise the entire agreement (the “Agreement”).

Panini Direct Maintenance

Panini provides a Direct Maintenance Program directly to its Customers and Authorized Resellers’ customers for Panini hardware products (“Devices”). All work under this program is provided by Panini directly or by a Panini appointed and authorized service provider.  Panini allows for this Maintenance Plan to be re-sold to customers on behalf of Panini. 

Panini Direct Maintenance (“Program”) is an optional program that provides protection and coverage which exceeds that which is provided under the Panini OEM Limited Standard or Extended Hardware Warranty. The Program does not apply to Panini Devices that are not covered under the OEM Hardware Standard Warranty. The Program is subject to the terms, conditions, limitations and restrictions of the Panini OEM Limited Hardware Warranty program. All prices for Direct Maintenance are provided separately.   

The Program can be renewed in one year increments, up to a maximum of five (5) years beyond the original date the Device was purchased.  A renewal must be completed at least thirty (30) days prior to the expiration of the existing Program term. The renewal Program will commence on the date the previous Program term expires. Acceptance of a renewal request is at the sole discretion of Panini.
 

Advanced Unit Exchange (AUE) is provided as an integral and value-added component of the Program. There are three service levels for Customers to choose from: Priority AUE, Standard AUE, and Depot Service. Organizations with more than 500 Devices must enter into a Check Scanner Care Agreement with Panini and are required to purchase a spares pool, managed by Panini, containing no less than 2% of the total number of deployed Devices. Organizations with less than 500 Devices will be supported by a Panini owned spares pool. 

Concerns or questions regarding Device operations should be addressed to Panini Technical Support by visiting https://www.panini.com/en/submit-ticket.

Priority AUE provides Customers with enhanced maintenance and repair services and eliminates delays by providing an exchange unit in “Panini certified” condition, which will be sent within 1 business day with free two-way shipping. Under the Priority AUE, Customers will receive a 15% Scanner Care Subscription discount, monthly maintenance reminders, and unlimited repairs. Panini will also replace separator rollers, o-rings, and missing or defective USB cables and power supplies. Customers are provided with monthly reporting and 15 “No Problem Found” investigations per month at no additional fee. 
 

Standard AUE provides Customers with enhanced maintenance and repair services and eliminates delays by providing an exchange unit in “Panini certified” condition, which will be sent within 2 business days with free one-way shipping.  Under the Standard AUE, Customers will receive a 10% Scanner Care Subscription discount, quarterly maintenance reminders, and unlimited repairs. Panini will also replace separator rollers, o-rings, and missing or defective USB cables and power supplies. Customers are provided with quarterly reporting and 10 “No Problem Found” investigations per month at no additional cost. 
 

Depot Service is a service level that allows Customers to rely on a flat fee for Device repairs. Customers will receive a repaired Device within 10 business days, but expedited shipping is also available at Customer’s expense.

Additional Terms & Conditions

1. Panini Direct Maintenance must be purchased within 30 days after the purchase of original new Panini Device for a term of 1, 2, 3, 4 or 5 years. All Devices must be registered directly with Panini within thirty (30) days after shipment from Panini. Device registration can be completed using the Device registration card, online at https://www.panini.com/en/warranty-registration or with proper written approval from Panini.
2. Panini at its sole discretion may alter eligible Direct Maintenance programs, terms, conditions and pricing, based upon specific Customer agreement(s) and or Reseller requirements once identified.
3. A Return Material Authorization (RMA) number must be obtained from Panini prior to the return of units for service.  Units returned without an RMA number will be refused. RMA numbers can be obtained online by visiting https://www.panini.com/en/rma 
4. RMA requests received prior to 4:00 p.m. ET will be processed that same day. RMA requests received after 4:00 p.m. ET will be processed the following business day.
5. The serial number used to generate the RMA must match the unit received by Panini. Failure to return the correct Device may result in incorrect tracking and billing. The Device must be returned to Panini in the original shipping container (or suitably packaged). Shipping materials that are used with the AUE unit may be re-used for return of the defective Device.
6. Iif an RMA was requested and a Device issued, but the defective unit has not been received by Panini within 5 business days after the AUE shipment, Panini will issue an invoice for the AUE unit provided at the lower of the then current list or contract price.
7. Desire to purchase the Program beyond the period of initial purchase or renewal is subject to inspection and reinstatement fees.  These fees, if assessed, must be paid before any maintenance will be performed on the unit. Panini reserves the right to refuse requests for reinstatement to the Program at its sole discretion. All Devices not covered by either the Panini OEM Hardware Standard Warranty, Extended Warranty or Direct Maintenance can be repaired on a time and materials basis. Current hourly labor rates and parts pricing in effect at the time of repairs will be used. 
8. All non-qualified hardware returned to Panini will be returned to the Customer, repaired, replaced or destroyed at the Customer’s direction and expense. 
9. Consumables and/or supplies are not covered under this Program unless purchased as an add-on feature set. Consumables and supplies are defined as Panini authorized ink, rollers and cleaning supplies. Complete information on the approved Panini consumables and/or supplies can be found at: www.paninionlinestore.com.
10. Panini reserves the right to repair or replace a unit returned for service. Under this program a replaced unit is defined as a new unit, a refurbished unit or previously repaired unit.
11. For Panini Devices equipped with endorsement printing capability, only Panini authorized inkjet supplies can be used. Failure to use Panini authorized inkjet supplies may result in sub-optimal performance including but not limited to excessive ink spray, incomplete spray and/or smearing on the documents. Dirt, overspray, streaking and/or damages to the Device resulting from the use of non-Panini authorized inkjet supplies are not covered under the warranty program, and may be subject to Time & Material charges and will result in the remaining warranty being voided.
12. Prices do not include, and Customer is responsible for any sales, withholding, use, inventory, value added and similar taxes, including property tax for Devices and other items. Prices are ex-works Dayton, Ohio. Accordingly, Customer will pay all transportation (except as otherwise provided in these Terms), insurance, warehousing and other costs related to the delivery of the Devices and other items.
13. Customer is required to arrange for payment of non-warranty covered charges directly with Panini or a Panini authorized service provider prior to commencement of work.   
14. Panini reserves the right to market additional product offerings to registered Customers.
15. Panini business hours are 8 a.m. to 5:00 p.m. ET, Monday through Friday excluding public or company holidays. 

Limitations

EXCEPT FOR THE WARRANTIES EXPRESSLY STATED IN THESE TERMS, PANINI MAKES NO WARRANTY, EXPRESS, IMPLIED OR STATUTORY, WHETHER OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR OTHERWISE WITH RESPECT TO THE PROGRAMS, GOODS OR SERVICES PROVIDED HEREUNDER. NOTWITHSTANDING ANY OTHER PROVISION IN THESE TERMS, THE DAMAGES RECOVERABLE BY CUSTOMER BASED ON ANY CLAIM OF ANY KIND WHATSOEVER (INCLUDING NEGLIGENCE) ARISING FROM OR IN ANY WAY CONNECTED TO THESE TERMS OR THE AGREEMENT SHALL NOT EXCEED THE AMOUNT PANINI HAS RECEIVED FROM CUSTOMER UNDER THE AGREEMENT. IN NO EVENT SHALL PANINI BE LIABLE FOR ANY SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES.