This Agreement aims to define the terms and conditions under which warranties are provided by DIGITALLI for products sold worldwide. It exclusively covers equipment invoiced by DIGITALLI or one of its subsidiaries and applies in cases where DIGITALLI acts as a subcontractor, particularly in the audiovisual part of projects managed by designers or other third-party service providers. This Agreement supplements the General Terms and Conditions of Sale of DIGITALLI, which the CLIENT acknowledges having been made aware of.
Under this Agreement, the Client acknowledges acting in a professional capacity, as defined by the Consumer Code and within the meaning of Article 1245-14 of the Civil Code.
Manufacturer Warranty
Commitment by the manufacturer to repair, replace or refund a product in case of material defects or non-compliance with specifications during a period after purchase. This warranty may include packaging defects and varies according to the manufacturer and the type of product. It is noted that DIGITALLI is not the manufacturer of the products covered by this Agreement and acts solely as a reseller.
Warranty Scope
This Agreement aims to define the terms of application of the Manufacturer Warranty applicable to products supplied by DIGITALLI. DIGITALLI will handle the after-sales service follow-up and the procedures with the relevant manufacturers. DIGITALLI is not bound by any additional warranty beyond the Manufacturer Warranty and the commitments provided for in this Agreement.
If applicable, DIGITALLI undertakes to repair or replace the product if it exhibits manufacturing or operational defects under normal usage conditions, during the specified warranty period.
These interventions (repair/replacement) are carried out at DIGITALLI’s expense, including labor, travel costs, and parts.
DIGITALLI may use new or refurbished parts for the repair at its discretion.
Replaced defective parts become the property of DIGITALLI. This allows the company to dispose of these parts as it wishes, often to examine them to determine the cause of the failure or to recycle them.
New parts installed in the product during the repair become the property of the customer.
Excluded Causes:
The warranty does not cover:
– Product maintenance and upkeep due to normal wear and tear.
– Deterioration or failure of the product resulting from:
– Improper use or installation of the product (use not in accordance with the intended purpose of the product, installation or use not in accordance with the manufacturer’s instructions or the technical or safety standards in force in the country where it is used, etc.)
– Maintenance of the product not in accordance with the manufacturer’s instructions or negligence in the maintenance of the product
– Improper handling or treatment of the product (misoperation, falls, shocks, contact with sand, water, or any other substance, etc.) or an inappropriate environment (poor ventilation, vibrations, exposure to moisture or excessive heat, inadequate power supply, etc.)
– Use of the product with a non-compatible or defective product or accessory
– Adaptation of the product for the purpose of compliance with technical or safety standards applicable in a country other than the one for which the product was originally designed and manufactured
– Reconfiguration (hardware or software) of the product, downloading of an application or third-party software, or infection by a virus
– Modification or repair of the product not performed by an authorized service provider
– Force majeure, disaster (fire, flood, etc.), lightning, etc.
Responsibilities Based on Installation Type
Case 1
Sale of equipment and direct shipment by Digitalli – Installation of equipment by a third party (designers, brand service providers, …)
The Manufacturer Warranty applies to all the equipment listed below.
The brand or service provider in charge of installing the equipment must contact the after-sales service (after-sales service) to organize the procedure for handling the service request.
– Samsung LCD or LED Screens: Samsung after-sales service by country – list in Annex 3
– LG LCD or LED Screens: LG after-sales service by country – list in Annex 3
– Other Equipment: See the contact provided by each manufacturer in Annex 3
If unavailable, contact DIGITALLI after-sales service – contact in Annex 1
List of manufacturers is not exhaustive.
Case 2
Sale of Equipment, Shipment, and Installation by Digitalli
DIGITALLI takes full responsibility for the after-sales service follow-up and will handle the procedures with the relevant suppliers under the Manufacturer Warranty.
Not covered: Handling of furniture to access screens, handling of products installed higher than 2 meters, products installed in video walls, totems, or recessed installations, etc. (non-exhaustive list).
More generally, any additional service required to access the equipment according to its installation mode will not be covered under the warranty.
Any service requested from Digitalli, outside of the services covered by the warranty, will be subject to a quotation and invoicing based on the needs.
The procedure is outlined in detail in the document attached as Appendix 2.
The periods during which the manufacturer undertakes to repair or replace a product are specified below, for reference, and may vary depending on the type of equipment:
– LCD Monitor: 3 years (with possible extension to 5 years)
– LED Monitor: 2 years (with possible extension to 5 years, including 5% spare parts)1
– Other monitors and equipment: 2 years
These warranty periods commence from the date of purchase of the equipment and cover manufacturing or material defects only.
The commitments made by DIGITALLI under this agreement are for the duration of the Manufacturer Warranty applicable to each product.
N.B.: DIGITALLI undertakes to honor the terms of warranty contracts established between a manufacturer and the end customer, acting in accordance with the specific conditions defined in these contracts when providing its services or products.
[1] Please consult for a quote.
The warranty claim procedure is structured into four main phases, detailed in the document attached as Appendix 2.
Initiation of the Claim
The CLIENT must inform DIGITALLI or the manufacturer’s customer service of any confirmed failure within 48 hours of its discovery, using the designated communication channels (Telephone, email, ticketing system accessible via website or QR code).
Necessary Documentation
The CLIENT must provide a detailed description of the problem, photos or videos if applicable, and a copy of the original invoice or delivery note to facilitate the verification of the warranty, the contact details of an on-site representative (email address and telephone), as well as the brand, model, and serial number of the equipment concerned.
Evaluation and Inspection
A certified technician will evaluate the product to determine the cause of the failure and whether it is covered by the warranty.
Damage Repair
If the claim is approved, DIGITALLI will contact the manufacturer to initiate the repair, replacement, or refund according to the terms of the manufacturer’s warranty.
Definition of the transfer point
The risks related to the products are transferred from the seller (DIGITALLI) to the CLIENT as soon as the products are handed over to the chosen carrier for shipment. This principle is known as “Ex Works” (EXW) in international commercial terms (Incoterms).
If it is agreed that delivery is carried out by DIGITALLI directly to the CLIENT’s site, the risks are transferred to the CLIENT at the moment the products are unloaded at the specified delivery location.
Possible risks after delivery
After the transfer of risks, the CLIENT is responsible for any loss or damage occurring during transport or after delivery. This includes risks of theft, transport accidents, negligent handling by third parties, and natural disasters.
If the delivered products are non-compliant (e.g., hidden defects not detected at the time of transfer), the CLIENT retains the right to claim under the warranty according to the terms of the warranty agreement but must notify DIGITALLI within the prescribed timeframes for proper handling.
Reception
Upon receipt, the CLIENT is required to immediately inspect the products to verify their conformity and integrity. Any anomaly (damage, shortage, non-compliance) must be reported to DIGITALLI and the carrier within 48 hours.
In case of damage or loss identified upon receipt, the CLIENT must:
– Document the damage precisely (photos, descriptions).
– Keep the products in the condition in which they were received to allow for an assessment.
– Initiate a claim with the insurance or the carrier as applicable.
Storage
After receipt and acceptance, the CLIENT must store the products in an adequate environment, protected from damage, theft, and weather, in accordance with the manufacturer’s specifications.
Insurance
It is highly recommended that the CLIENT subscribes to insurance covering the total value of the products during their operation. The recommended types of coverage include:
– “All Risks” Insurance: Covers most possible damages and losses, including transport accidents and natural phenomena.
– “Total Loss” Insurance: Useful if the products are of high value; covers cases of total loss.
The CLIENT commits to using the products in accordance with the manufacturer’s instructions and the applicable standards. Failure to do so may result in any potential defects or deterioration of the products not being covered by the warranty. It is the CLIENT’s responsibility to immediately notify DIGITALLI of any issues that may affect the normal operation of the product. The CLIENT must ensure free and secure access to the products to allow for necessary repairs under the warranty.
DIGITALLI’s liability under the warranty provided herein is limited to the cost of product replacement or the value of the required repair. No damages of any kind can be claimed for commercial damages or any other indirect damage related to a defect or failure of a product supplied by DIGITALLI.
DIGITALLI will not be liable for indirect damages, loss of profits, or service interruptions caused by a defective product, other than the products delivered and installed by DIGITALLI.
DIGITALLI operational network
DIGITALLI, with strategically distributed offices and operations across the globe, provides its services and warranties supported by its international network. The operational offices are located in the following regions, ensuring a global presence:
– Europe, with an office located in Paris
– Asia, with offices located in Shanghai, Dongguan, and Singapore
– Middle East, with an office located in Dubai
Local partnerships
In addition to its offices, DIGITALLI relies on a network of local partners to extend its service and support reach, ensuring a swift and appropriate response to client needs, regardless of their geographical location.
Obligations of partners
DIGITALLI’s local partners are required to provide services that meet the quality and performance standards defined by DIGITALLI and are contractually obligated to adhere to the service level agreements established by DIGITALLI.
International coordination
The CLIENT acknowledges and agrees that DIGITALLI may coordinate service and warranty interventions through its network of offices or local partners, depending on the CLIENT’s geographical location and the nature of the required service.
Limited liability
DIGITALLI commits to using all reasonable means to ensure the efficiency of its network and partners. However, any intervention by DIGITALLI’s local partners will be carried out under the sole responsibility of these partners. DIGITALLI’s liability cannot be engaged in case of failures by its local partners unless it is proven that DIGITALLI did not act with reasonable diligence in the selection or monitoring of its partners.
Partner network review
DIGITALLI reserves the right to modify the composition of its international network and partnerships to improve service quality. All changes will be communicated to the CLIENT in a timely manner, and DIGITALLI will make its best efforts to ensure that this does not reduce the quality or availability of the provided services.
Duration of personal data protection
DIGITALLI will retain the CLIENT’s personal information necessary for managing the warranty for the duration of the warranty plus the period required by law and according to the conditions provided in DIGITALLI’s General Terms and Conditions of Sale.
Modification of conditions
DIGITALLI reserves the right to modify the terms of the warranty at any time, but the modifications will only take effect after appropriately informing the Clients.
Applicable law and disputes
These conditions are exclusively governed by French law.
In the event of a dispute, the Parties assign exclusive jurisdiction to the French courts, specifically to the courts within the jurisdiction of the Paris Court of Appeal.
However, this clause is stipulated in favor of DIGITALLI, which may waive it and refer the matter to the competent court according to the rules of French law and international law.
General requirements and points of contact
DIGITALLI provides access to a ticketing system and an email address available 24/7. The technical support email account will be managed by qualified technicians who will make reasonable efforts to respond to inquiries and resolve hardware issues.
Email: support@digitalli.com (24 hours a day, 7 days a week)
Phone: +33 01 75 64 23 03 (Monday to Friday, from 9:30 AM to 6:30 PM (Paris time))
Operating hours
The technical support staff is available to respond to tickets 5 days a week, Monday to Friday, from 9:30 AM to 6:30 PM (Paris time), except on weekends and public holidays (French holiday calendar). Support availability may occasionally vary from the indicated hours due to system and server maintenance, company events, and circumstances beyond DIGITALLI’s control.
Reported hardware errors and defects are classified as follows to plan and prioritize interventions:
Priority classification
Urgent
Critical issues where the screen is unusable or when there is an imminent risk of additional damage or safety concerns.
Examples:
– The screen does not turn on.
– Apparent electrical or physical risks (e.g., overheating screen, exposed components).
High
Serious issues affecting the main functionalities of the screen and moderately impacting the CLIENT’s operations.
Examples:
– Total or partial loss of display.
– Software or hardware issues causing frequent reboots or service interruptions.
Medium
Issues that partially affect the screen’s operation but do not completely stop its use.
Examples:
– Intermittent connectivity problems.
– Display defects affecting a non-crucial part of the screen.
Low
Minor issues that do not affect the general operation of the screen or that are aesthetic and do not hinder normal use.
Examples:
– Small scratches or non-visible defects on the screen when in use.
– Firmware issues that do not impact performance.
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