Dragon Well Product Warranty Policy

Last Updated: [2025-05-31]

Warranty Coverage & Terms

Standard Warranty Period:

Product CategoryReturn WindowExchange WindowWarranty Term
Enterprise Switches30 days30 days5 years
Data Center Switches30 days30 days5 years
Optical Transceivers30 days30 days3 years
Fiber Distribution Systems30 days30 days3 years
Connectors & Cable Assemblies30 days30 days2 years

Extended Protection:

  • Premium Warranty: Up to 7 years for critical infrastructure (request at purchase)

  • NVIDIA® Switches: 1 year (non-extendable)

Warranty Claims Process

  1. Diagnose Issue:

    • Run  dw-diag-tool

    • Capture error logs/screenshots

  2. Submit RMA:

    • Portal: https://dw-tek.com/contact-us/

    • Include: Purchase order #, failure evidence

  3. Ship to Repair Center:

     
    Dragon Well Warranty Center  
Building 2, Zhong Zheng Wei Lai Industrial Park  
Dongguan, China 523710

  4. Resolution:

    • Repair: 7-15 business days

    • Replacement: Shipped within 24hrs approval

Coverage Details

✅ Fully Covered:

  • Defects in materials/workmanship

  • Premature component failure

  • Firmware/software malfunctions

  • Round-trip shipping costs

❌ Not Covered:

  • Physical damage (drops, liquid exposure)

  • Unauthorized modifications

  • Natural disasters (floods, lightning)

  • Custom products post-manufacturing

Special Cases

Software Licenses (e.g., PicOS®):

  • Non-refundable/non-returnable

  • Lifetime device activation

  • Transferable via sales team (info@dw-tek.com)

International Claims:

  • Customs documentation: Declare as “Warranty Repair”

  • Duties/VAT: Dragon Well reimburses valid claims

FAQ

Q: How are warranty dates calculated?

A: From original delivery date. Submit RMA before expiration.

Q: What if I need immediate replacement?

A: Use our Spare Parts Service for cross-shipment (deposit required).

Q: Can I cancel a custom order?

A: Only before production starts. Contact info@dw-tek.com immediately.

Q: Who pays for diagnostic fees?

A: No fees for warranty claims. Non-warranty: $95/hour diagnostics.

Claims Support

📞 Returns Hotline: +86-769-82866368 (Option 2)
📧 Email: info@dw-tek.com
🌐 Portal: https://dw-tek.com/
🕒 Hours: Mon-Sat, 8:00 AM – 8:00 PM GMT+8

Why Trust Dragon Well?

  • ISO 9001-Certified Repairs: Component-level diagnostics

  • Advanced Testing:

    • Thermal cycling (-40°C to +85°C)

    • 48hr burn-in validation

  • Transparency: Online repair status tracking


Component-Level Repair Facility: ESD-safe workstations

“After a switch failure, Dragon Well shipped a replacement in 18hrs – zero downtime.”
Network Manager, Tokyo Data Center

Extended Warranty Options
Upgrade to Platinum Coverage for:

  • 24hr replacement SLA

  • Onsite technician dispatch

  • Accidental damage protection

  • Learn More →