Returns Policy and Limited Warranty for end-user


WARRANTY AND TECHNICAL ASSISTANCE INFORMATION
Dell Hardware Warranty - 1 year warranty from the manufacturer for the end user
Dell warrants to the end user, in accordance with the following provisions, that its Dell hardware products (“Products”), purchased by the end user directly from Dell or from an authorized distributor/reseller of Dell in Latin America (except Brazil) or the Caribbean, are free from defects in materials, workmanship and design affecting normal use for a period of one year from original purchase date. Products for which a proper claim is made shall be, at Dell's discretion (in those jurisdictions where such decision lies in Dell's power), repaired or replaced at Dell's expense. All the parts removed from the repaired products shall become the property of Dell. Dell uses parts from various manufacturers to make repairs. The parts may be new or refurbished (except when by law Dell must use new parts in the repair) and of equivalent or higher quality and technology, with respect to the original Product specifications.

Exclusions
This warranty does not apply to defects arising from: 

  • Normal wear and tear.
  • Suitability of the Product for a particular purpose or use (this exclusion does not apply to products purchased in Peru).
  • Third-party Products, such as software, whose warranty shall be delivered to the customer directly by the manufacturer or licensor of said products.
  • Any instruction given by the customer and performed by Dell.
  • Causes not attributable to defects of manufacture and/or defects of material.
  • Product defects which do not cause a discrepancy between what is offered and what is delivered (this exclusion does not apply to products purchased in Peru). 
  • Replacement of parts, repair or attempt to repair the Product by persons not authorized by Dell. 
  • Lack of maintenance or service of the Product in accordance with the indications in the instruction manual. 
  • Accidents or negligence in use of the Product. 
  • Abuse or improper use of the Product or use other than normal domestic use, or not in accordance with the instruction manual. 
  • Bad connection of the product to other products indicated in the instruction manual or connection of the Product to any equipment other than those. 
  • Presence of sand, spills from liquid substances, water, burns or any foreign element inside the Product. 
  • Spikes or drops in voltage in the network or connection of the Product to networks whose voltage does not correspond to that listed in the instruction manual. 
  • Damage caused by floods, earthquakes, fire, electrical storms, impacts, and/or incorrect transport. 
  • Any disposable part, for example batteries, unless damage is due to a defect in the materials or workmanship. 
  • If any Dell serial number or service label has been eliminated or erased. 
  • Breakage or cracking of LED or screen. 
  • Force majeure or act of God, and, in general, any event that is outside the possible control of Dell, including, but not limited to damage caused by floods, earthquakes, fires, thunderstorms, shock, and / or improper transportation.
Dell Software Warranty
Dell guarantees that the Dell Software media will be free of material and workmanship defects for normal use for 90 days from the date you received them. This warranty is limited to you and is not transferred. As long as local law allows it, any implied warranty is limited to 90 days from the date you received the Software. For Argentina and Chile, this is limited to 6 months from the date you received Dell Software. You agree that the only remedies to which you will be entitled are derived from any responsibility of Dell and / or its suppliers indicated in this section, shall be (at Dell's discretion) the following: (a) termination of this Agreement and return of the price paid for the Software, or, (b) replacement of any means that does not comply with this warranty and that is sent with a return authorization number to Dell, within the warranty period of 90 days or 6 months, as applicable. This limited warranty is voided if any damage to the product was the result of accidents, abuse, misuse or maintenance or modification by a third party other than Dell. Any replacement will be covered for the remaining original warranty period or for a period of 30 days, whichever is greater, unless local legislation provides for a different period, as the case of Chile, Argentina, Peru, Colombia and Mexico, as noted below:
  • Chile and Argentina will apply a new 6 months warranty period to any replacement.
  • Peru and Colombia, the same period offered in the original guarantee will be applied to any product replacement.
  • Mexico, the remaining original warranty period or a 90-day period, whichever is greater, will apply.

Dell and its suppliers do NOT guarantee that the functions of the Software will fulfill the specific purpose for which you acquire them or that the operation of the Software will be without interruptions or errors. You assume responsibility for selecting the appropriate Software to obtain the results desired by you and for the use and results obtained from the Software.

DELL, IN ITS  OWN NAME AND OF ITS SUPPLIERS, DISCLAIMS OTHER WARRANTIES, EXPRESS OR IMPLIED OR THAT, OTHERWISE, INCLUDES, AMONG OTHER THINGS, IMPLIED WARRANTIES OF COMMERCIALITY AND ADAPTATION FOR A PARTICULAR PURPOSE OR ANY WARRANTY RELATING TO TITLE OR AGAINST AN INFRINGEMENT TO THE SOFTWARE AND ALL THE WRITTEN MATERIAL ACCOMPANYING IT. THIS LIMITED WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS. IT IS POSSIBLE TO HAVE OTHER RIGHTS, WHICH MAY VARY ACCORDING TO THE JURISDICTION.

IN NO EVENT, DELL OR ITS SUPPLIERS SHALL BE LIABLE FOR ANY INDIRECT OR CONSEQUENTIAL DAMAGES, WHETHER IT WAS (INCLUDING, AMONG OTHER THINGS, DAMAGE FOR LOSS OF COMMERCIAL PROFIT, COMMERCIAL INTERRUPTION, LOSS OF COMMERCIAL DATA OR OTHER MONETARY LOSS)THAT ARISES DUE TO  THE USE OR INCAPACITY OF THE USE OF THE SOFTWARE, EVEN IF THE POSSIBILITY OF SUCH DAMAGES WAS NOTIFIED. BECAUSE SOME JURISDICTIONS DO NOT ALLOW EXCLUSIONS OR LIMITATIONS OF LIABILITY FOR CONSEQUENTIAL DAMAGES.

How to Make a Claim
The type of service for responding to a warranty claim may vary depending on the Product and on your choices at the time of purchase. If you are not certain about what type of warranty you have, you must contact your sales representative or authorized Dell distributor/reseller or check the state of the warranty on the Dell support web page. If you acquired the Product through an authorized distributor/reseller, Dell will only provide the service when the end user has transferred ownership ("tag transfer") as part of the online registration process. However, the warranty period starts when the user receives the Product, and registration is part of the support process if the end user has not done so before contacting Dell technical support. 

Steps for making a claim:
1. If the Product was acquired directly from Dell go to step #2, otherwise you must complete the registration process:

 - Connect to Internet and visit the web site to register your warranty: www.dell.com/registro.
 - Select the language and country where you purchased your equipment and complete the online form with the information requested.
 - After completing the form click "send".

2. Connect with Dell Technical support. You may choose the contact method you prefer: e-mail, chat or phone. The contact options appear on the Dell support web page. (The support numbers for the region can be found at the end of this document; to see the up-to-date list, visit this page www.dell.com/la/soporte).

3. Have the following information ready for the technical support agent: 
  • Customer information including place and date of purchase. 
  • Service label on the machine or in its absence the Express Service Code. 
  • Symptoms at the time of the defect.
4. Depending on the warranty service that you have acquired (not all types of warranty are available in all countries and/or cities), the Dell technical support will give instructions on the case to determine if the problem is covered by the hardware warranty and if replacement of parts is required.

Service on Authorized Service Network
1. The Dell agent will perform a diagnostic of the problem with your help, giving you instructions by phone and if necessary, connecting remotely (with your consent) to your computer.
2. The technician will inform you of the service centers available in your city.
3. You will be responsible for taking your equipment to the service center and collecting it after completion of the repair.

Collection and Delivery Service for Laptop Computers
1. The Dell agent will perform a diagnostic of the problem with your help, giving you instructions by phone and if necessary, connecting remotely (with your consent) to your computer.
2. The technician will inform you of the steps for preparing your equipment for collection.
3. You will coordinate your preferred time directly with the collection service.
4. After the repair, the equipment will be returned to the place of your choice.
5. The registered end user or a responsible person authorized by the end user must be available to deliver and return the Product.
6. Depending on the conditions of accessibility and safety in the area, you may be required to take and claim your equipment at a collection center. The technician will inform you of the service times.

On-site Delivery
1. The Dell agent will perform a diagnostic of the problem with your help, giving you instructions by phone and if necessary, connecting remotely (with your consent) to your computer.
2. The Dell agent will give instructions for receiving the visit of a Dell authorized technician at your home or workplace.

Home Diagnosis and Repair Service
1. The Dell agent will give you instructions for receiving the visit of a Dell authorized technician at your home or workplace.
2. The Dell authorized technician will visit your residence or workplace, diagnose the problem and if necessary, coordinate additional visits with you to solve the problem.

General Provisions
  • The services, when their provision is agreed with the customer, will be provided by a Dell authorized service provider and may vary depending on the Product. 
  • Response times are estimated and may vary according to the site/location and access to the Product and availability of parts. 
  • The service may be provided by phone or Internet as appropriate. 
  • If it is agreed and stated on the Order Confirmation, the Service Offer may include advice, labeling, installation, embedding, removal, training and/or consulting. 
  • Unless otherwise expressly provided in the Order Confirmation, the service does not include: articles excluded from the warranty, changes in configuration, relocation, preventative maintenance, disposable items, diskettes, CDs, work which at Dell's discretion is not necessary (except Products purchased in Chile), electrical environment, data transfer or software, solution of problems caused by virus. 
  • Third-party Products will be repaired under the warranty of the manufacturer or licensor. 
  • Replacement parts not critical for operation of the Product (e.g. hinges, ports, decorations, frames) may not be substituted in the period of the service offer (except Products purchased in Peru). 
  • Customer Replaceable Units (CRU): the components can be sent directly to the customer for installation without a Service Technician present. CRU components are split within two categories: (i) Internal Components: battery, memory, network card, hard drive, cables, plastics power supply, video card; and (ii) External Components: keyboard, mouse, removable drive, cables, AC adapter, docking station, flat panel display, battery.
  • Except for Products purchased in Chile and Peru, Dell is not obligated to provide the service or support until Dell has received full payment. 
  • Except for Products purchased in Chile, Dell has no responsibility for loss or recovery of data, software and other existing programs. Dell is not responsible for any of your confidential, patented or personal information; for lost or corrupted data; or for the damaged or lost removable media. The end user is responsible for making and keeping a backup copy of all their data. 
  • Dell or its authorized service providers are not authorized to copy materials protected by copyright or to copy or use illegal data. Consequently, Dell cannot be liable for breach of copyright of files installed directly by the end user.
Contact Dell Technical Support
You have the option of using the contact method you prefer to reach Dell Technical Support, be it e-mail, chat or telephone, for any questions, complaints or clarification. Contact options appear on Dell support website, which is as follows: www.dell.com/la/soporte.


RETURN POLICIES
To return Products, you must contact Dell Customer Service and obtain a Credit Return Authorization number during the return period applicable to the Product that you wish to return.

Once Dell issue your Credit Return Authorization you must send the product to Dell within ten (10) days. You must: 
  • Return all the Products you wish to return to Dell. Except for Products purchased in Chile and Peru, at Dell's discretion the credit for the returns may be less than the invoice or the price of the individual component because of the package or promotion price or any discounts or unannounced concessions. 
  • Send the Product(s) at your own cost and insure the shipment or accept the risk of loss or damage during shipping. 
  • Return the Products in their original packaging, in "as new" condition, together with any media, documentation or any other parts included in your original shipment. 
  • Upon receiving the return, Dell will issue a credit or reimbursement for the purchase price paid, less shipping and handling and any applicable fees for inventory replacement.
For the return of Products in Mexico, purchased exclusively by internet, telephone and email, you will have the option to do so, without any cause, within the period of five business days counted from the receipt of the Product, paying only the shipping and import expenses. After the aforementioned five-day period, Dell shall have the option of accepting or denying the return, in the understanding that if Dell authorizes it, you shall pay in addition to the shipping and import costs, a fifteen percent charge for return fee. For cases of damaged or wrong Product, you have the right to return the Product within a period of five business days, you must beforehand contact Dell and obtain corresponding approval through an authorization number for the return or replacement. After this period, the Product shall be considered as accepted.

To exercise the right of withdrawal of Products from Colombia, purchased exclusively by internet, telephone and email (non-traditional means or distance), you will have the option to do so, without any cause, within the period of five business days from the reception of the Product, paying only the shipping and import costs that correspond to the return of the good. After the aforementioned five-days period has ended, Dell will have, at its own judgment, the option to accept or deny the retraction, on the understanding that if Dell authorizes it, you must pay in addition to the shipping and import costs, a fifteen percent charge in concept of return fee.

For the return of Products in Argentina, purchased exclusively by internet, telephone and email, you will have the option to do so, for any reason, within the period of 10 (ten) calendar days counted from the date of the purchase or the receipt of the Product (whatever happens in second place). After the aforementioned period, Dell will have the option to accept or deny the return, if Dell authorizes it, you must bear the costs of returning the Product.

For the return of Products in Chile, purchased exclusively by internet, telephone and email, you will have the option to do so, for any reason, within the period of 10 (ten) calendar days counted from the date of the purchase or the receipt of the Product (whatever happens in second place). After the aforementioned period, Dell will have the option to accept or deny the return of the Product.

NOTE: Before you return the Product(s) to us, be sure to back up the data on the hard disk(s) and any other storage device(s) in the Product(s). Delete any confidential, patented and personal information, along with removable media such as floppy disks, CDs or PC cards. Dell is not responsible for any of your confidential or public information, patented or personal; for loss or corrupted data; or for damaged or lost removable media.

NOTE: If the product was acquired through a Dell authorized distributor/reseller, the customer will be subject to the returns policy of the respective store or authorized distributor/reseller.


Legal Rights and Limitations
Dell does not offer any other warranty or make equivalent statement apart from those previously established. This warranty supersedes all other warranties, to the maximum permitted by law. In the absence of applicable laws this warranty shall be the user's sole and exclusive remedy against Dell or any of its partners, and neither Dell nor any of its partners shall be liable for loss of profits or contracts, or alleged damages, or any other indirect or consequential loss arising from negligence, breach of contract or any other event.

This warranty shall not limit or affect the binding legal rights of the end user or any other rights arising from other contracts between the end user and Dell and/or any other seller.

Dell World Trade LP
One Dell Way, Round Rock, TX 78682, EE.UU.

Dell América Latina Corp., Sucursal Argentina
Juana Manso 1069, 4to. piso, Ciudad de Buenos Aires, C1107CBU Argentina

Dell Computer de Chile Ltda.
Av. Ricardo Lyon 222, of. 1101, Providencia, Santiago - Chile

Dell Colombia Inc.
Carrera 7 No. 113-43, Oficina 1401, Bogotá, D.C., Colombia
Bogotá, Colombia

Dell México S.A. de C.V.
Av. Javier Barros Sierra 540 Torre 1, piso 10, Colonia Lomas de Santa Fe, Álvaro Obregón, C.P. 01219, Ciudad de México, México.

Dell Perú S.A.C.
Av. Circunvalación Golf Los Incas 170, Oficinas 2401 y 2402, Torre A, Santiago de Surco (15023), Lima, Perú.
Dell Puerto Rico Corp.
PO BOX 71449, San Juan, PR,


Rev. June 5, 2020