Monitors Warranty Guide

Kreo Gaming Monitor Warranty

1. Warranty Coverage

Warranty Period: 800 days from the date of purchase invoice/proof of purchase (POP) or 830 days from the date of manufacturing, whichever is earlier.
Covered Components:
- Gaming Monitor (Display Panel, Electronics, Backlight System)
- External Power Adapter
- All included cables (HDMI, DisplayPort, USB, Power Cable)
- Height Adjustable Stand (including all mechanical components)

2. What is Covered

Manufacturing Defects:

Pixel defects (dead pixels, stuck pixels) – Refer to "Dead Pixel & Panel Defect Policy" section
Backlight uniformity issues beyond acceptable tolerance (±15% luminance variation)
Color calibration defects from factory specifications (Delta E >3.0 deviation)
Electronic component failures including power management circuits
Power adapter malfunctions (no output, voltage fluctuations, overheating)
Stand mechanism failures (height adjustment, tilt, rotation, swivel functions)
Cable defects affecting functionality (signal loss, intermittent connections)
Button responsiveness issues (power, menu, navigation buttons)
Built-in speaker malfunction (if applicable)

Functional Failures:

Display not powering on despite proper power supply
No signal detection despite proper connections and source verification
Built-in USB hub malfunction (if applicable)
On-screen display (OSD) menu failures
Gaming-specific features not functioning (high refresh rate, variable refresh rate, low latency modes)
Color temperature settings not working correctly
Brightness and contrast controls malfunction
Input switching problems between different ports
Automatic standby/wake functions not working properly

3. What is Not Covered

Physical Damage:

Cracked or broken screen/panel from impact or pressure
Liquid damage of any kind (water, beverages, cleaning solutions)
Impact damage, drops, or mishandling during transport or use
Scratches, dents, or cosmetic damage affecting appearance
Damage due to improper installation, mounting, or VESA bracket issues
Damage from pets, insects, or external objects
Black air bubble formation – caused by liquid ingress, improper cleaning, or seal damage
Panel scratches – any physical scratches on the display panel
Bezel damage with corrosion traces – damage from liquid contact or chemical exposure

Usage-Related Issues:

Burn-in or image retention (gradual wear over time from static images)
Normal wear and tear of mechanical components (stand joints, button wear)
Damage from power surges, electrical fluctuations, or improper voltage
Damage from use of non-approved accessories, adapters, or modifications
Software-related issues not inherent to the monitor hardware
Damage from overclocking beyond manufacturer specifications
Issues arising from connection to damaged or faulty source devices

Environmental Damage:

Damage from exposure to extreme temperatures (below 5°C or above 40°C storage)
High humidity damage (above 85% RH) or moisture condensation
Corrosion or oxidation from environmental factors
Damage from exposure to direct sunlight for extended periods
Damage from chemicals, solvents, or inappropriate cleaning agents
Damage from magnetic fields or electromagnetic interference
Dust/dirt particles appearing on panel – may occur due to environmental conditions
Grounding (earthing) issues – damage from improper electrical installation
Power fluctuation damage – damage from unstable power supply without proper surge protection

Misuse and Modifications:

Damage from attempted repairs by unauthorized personnel
Damage from opening the monitor casing or tampering with internal components
Use in commercial environments beyond intended home/office use
Damage from improper cleaning methods or harsh cleaning chemicals
Removal or alteration of serial numbers or warranty labels
Software-related faults – resulting from incorrect installation of software
Computer virus damage – damage caused by computer virus attacks
Third-party accessories damage – damage from use of non-genuine or incompatible accessories
Unreasonable or excessive use – usage beyond normal operating parameters
Missing accessories claims – not reported within 7 working days after purchase

4. Dead Pixel & Panel Defect Policy (A Grade Panels)

Kreo monitors use A-grade panels and adhere to the following defect tolerance thresholds. Warranty claims are honored only if the limits below are exceeded during controlled testing.

Pixel Defects – A Grade Limits

Defect Type	Acceptable Limit (Per Panel)
Bright Dots (BD)	≤ 1
Dark Dots (DD)	≤ 5
Micro Dots	Allowed, but not clustered
Connected Dots	1 pair of 2 bright or dark dots

Bright dots: Fully lit (white/red/green/blue) pixels on dark backgrounds
Dark dots: Permanently off pixels on light backgrounds
Micro dots: Minor pixel defects not visible during standard viewing

Visual Panel Defect Tolerance

Visual Defect	Acceptable Limits (A Grade)
Scratches	Up to 3 minor scratches (not in central focus area)
Light Leakage	Permitted if ≤ 0.6–0.8 cd/m², not visually distracting
Mura / Clouding	Slightly visible is acceptable under normal conditions
Bubbles	≤ 2–3 medium bubbles permitted (≤3mm in diameter)

Warranty Eligibility

Replacement provided only if defects exceed acceptable limits
Testing conducted using solid color backgrounds under ambient lighting
Standard viewing distance: 35–45 cm

5. Warranty Claims Process

Mandatory Information Required for Claim Registration:

RMA Number (to be issued by customer care team)
Customer Name and Complete Address
City/District/State/Pincode (mandatory)
Contact Number and Alternate Number (mandatory)
Email ID
Model Number and Serial Number (mandatory - 13 digit format)
Nature of fault/defect description
Proof of Purchase (if product exceeds warranty period)

Step 1: Initial Contact

Contact Kreo customer support via phone, email, or online portal
Call toll-free customer care number during business hours (Monday to Saturday, 9:30 AM to 6:00 PM)
Provide all mandatory information listed above for claim registration
Describe the issue in detail with photographic/video evidence if applicable
Complete warranty claim form with personal and product details
Specify preferred service option (repair, replacement, or on-site service)

Step 2: Diagnosis and Verification

Remote troubleshooting assistance provided by technical support team
Step-by-step diagnostic procedures guided by support personnel
If remote resolution is not possible, physical inspection arranged
Pre-diagnosis checklist verification (power supply, cable connections, source device testing)
Diagnosis must be completed within 7 working days from initial contact
Customer will receive diagnosis report and recommended solution

Step 3: Resolution Options

Repair: Defective components repaired or replaced with genuine parts
Replacement: Complete unit replacement if repair is not feasible or cost-effective
DOA (Dead on Arrival): If product fails within 7 days from purchase date with proper proof of purchase, 1-to-1 replacement provided (unit must be intact with complete packing and accessories)
Refund: Only in cases where neither repair nor replacement is possible within warranty terms
Advance Replacement: For verified defects, advance replacement unit may be provided while original is being repaired
All repair work performed by certified technicians using original equipment manufacturer parts

6. Service Delivery

Turnaround Time:

Service Type	Timeframe
Initial Response	Within 24 hours of warranty claim submission
Remote Diagnosis	Within 48 hours of initial contact
Physical Inspection	Within 7 working days from claim initiation
Repair Completion	Within 15 working days from confirmed diagnosis
Replacement Processing	Within 21 working days from confirmed defect
Advance Replacement	Within 5 working days for eligible cases
Status Updates	Provided every 3 working days during service process

Service Types:

On-site Service: Available for qualifying monitor models and locations
Carry-in Service: Customer required to bring unit to designated location
Pickup Service: Available within local service areas during office hours

Service Quality Standards:

All repairs performed by manufacturer-certified technicians
Genuine replacement parts guaranteed for all repairs
Post-repair testing and quality assurance procedures
90-day warranty on all repair work performed
Customer satisfaction survey conducted after service completion

7. Consumer Rights

This warranty is provided in addition to your statutory rights under applicable consumer protection laws. Your rights include:

Right to seek compensation for defective products
Right to return defective products within reasonable time
Right to repair or replacement at no additional cost
Right to consumer forum redressal for warranty disputes

8. Terms and Conditions

Validity Requirements:

Original purchase receipt/invoice must be provided (physical or digital copy acceptable)
Product must be purchased from authorized dealers, distributors, or official online channels only
Serial number must be intact, readable, and match purchase documentation (13-digit format required)
Warranty registration recommended within 30 days of purchase for faster claim processing
Product must be used according to manufacturer specifications and user manual guidelines
This warranty extends only to the original purchaser and is non-transferable unless formally processed

Warranty Registration Benefits:

Expedited claim processing and priority service
Automatic service reminders and product updates
Extended technical support access
Special offers on accessories and future purchases
Product recall notifications if applicable

Warranty Transfer:

Warranty may be transferred to subsequent owners during the warranty period (subject to company policy)
Transfer must be notified to manufacturer with proof of transfer and new owner details
Remaining warranty period applies to new owner from date of transfer
Transfer fee may apply for administrative processing
Original purchase receipt must accompany transfer documentation

Limitations and Exclusions:

Warranty does not cover consequential damages, data loss, or business interruption
Maximum liability limited to the original purchase price of the product
Warranty void if product is repaired by non-authorized service providers
Use of non-genuine parts or accessories voids warranty coverage
Warranty void if serial numbers are removed, altered, or tampered with
Coverage limited to manufacturing defects and does not include performance expectations beyond specifications
Warranty does not cover software issues related to connected devices or operating systems
Company reserves the right to make final judgment on warranty claims after examination
Preventive maintenance is not part of standard warranty support
Demo and installation services are not part of standard warranty support

9. Limitation of Liability

Liability Disclaimer: Except for the warranties set forth herein, the Company disclaims all other warranties, expressed or implied or statutory, including but not limited to the implied warranties of merchantability or fitness for a particular purpose.

Damage Limitations: Any implied warranties that may be imposed by applicable law are limited to the terms of this limited warranty. In no event shall the Company be liable for any incidental, special or consequential damages, including but not limited to loss of business, profits, data or use, whether in an action in contract or tort or based on a warranty, arising out of or in connection with the use or performance of the product, even if the Company had been advised of the possibility of such damages.

Maximum Liability: If, despite the foregoing limitation, for any reason the Company becomes liable to you for damages incurred by you in connection with this agreement, then the liability of the Company will be limited to the amount equal to the invoice amount paid by you to the Company or an authorized reseller for the product.

Data Protection: It is the customer's responsibility to maintain usable archival back-ups of all data and to reload all software following any maintenance or repair work. The Company is not responsible for any data loss during warranty service.

10. Force Majeure

The company shall not be liable for delays in warranty service due to:

Natural disasters or acts of God (fire, flood, earthquake, etc.)
Government regulations or restrictions
Supply chain disruptions beyond reasonable control
Pandemic-related restrictions affecting service operations
Act of violence or any similar occurrence beyond company control

11. Governing Law

Warranty Policy Updates:

All prices, products, terms & conditions are subject to change without notice
Company reserves the right to provide longer warranty periods and/or additional services
Local variations in warranty terms may apply based on regional requirements

12. Contact Information

Company Name: Lukus Brands Private Limited
Email: help@kreo-tech.com
Phone/WhatsApp: 9611507877 (Available 9 AM - 9 PM, Monday to Saturday)

Technical Support:

Pre-purchase consultation and compatibility guidance
Installation and setup assistance
Troubleshooting guides and video tutorials
Driver downloads and firmware updates
Gaming optimization recommendations
Multi-language support (English, Hindi, and regional languages)