Product Warranty
Copano Technologies LLC DBA CMG Visuals (“CMG Visuals”) provides this limited warranty to the original purchaser (“Customer”) of CMG Visuals-branded products, subject to the terms and conditions outlined here. This warranty applies only to new CMG Visuals products acquired from CMG Visuals or an authorized reseller in the United States (including U.S. territories). This warranty is not transferable and may be void if the product is sold, gifted, or forwarded outside the United States. Full payment for the product is required before CMG Visuals will honor any warranty obligations. By purchasing CMG Visuals products, the Customer accepts and agrees to all terms stated in this limited warranty.
1. Warranty Duration and Coverage
| Product/Service | Warranty/Support Period | Coverage |
|---|---|---|
| LED Panels & Displays | 5 Years (1,825 days) | Manufacturing defects, component issues, IC driver chip failures, and LED pixel failures* |
| Video Processors (e.g., NovaStar) | N/A | Covered under the manufacturer’s original warranty |
| Rigging Hardware/GSR | 1 Year (365 days) | Manufacturing defects (parts only) |
| Cables & Accessories | 1 Year | Manufacturing defects (parts only) |
| B-Stock/Used Products | N/A | Contact CMG Visuals for specific coverage terms |
| Technical Support | 10 Years (3,650 days) | Remote support via phone, email, or ticketing system for troubleshooting, configuration guidance, and updates |
*LED pixel failure refers to an LED pixel that no longer emits light.
CMG Visuals covers materials and off-site labor for repairs performed by its authorized personnel.
In addition, CMG Visuals provides a three (3) year on-site labor warranty from the original installation date. During this period, CMG Visuals will provide on-site labor for approved warranty claims involving covered product failures.
On-site labor coverage includes standard diagnostic and repair services performed at the installation location. This coverage applies only to defects that fall within the scope of this limited warranty and does not include services related to exclusions listed in Section 2.
Travel expenses, including mileage, lodging, per diem, lift rentals, or special access equipment, may be billed separately unless otherwise agreed to in writing.
After the three (3) year on-site labor period expires, all on-site service will be billed at a rate of $155/hour with a three (3) hour minimum. After-hours service is billed at $195/hour. Projects located outside the Dallas-Fort Worth area will incur additional travel expenses and applicable GSA per diem rates.
CMG Visuals reserves the right to determine whether service is performed on-site or off-site depending on the nature of the issue.
2. Exclusions
This limited warranty does not cover:
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Misuse or Neglect
Damage resulting from improper handling, abuse, neglect, accidents, or incorrect installation.
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Electrical and Power Issues
Damage caused by incorrect wiring, electrical surges, under-/over-voltage scenarios, or other substandard power conditions.
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Environmental Factors
Damage due to extreme weather events (e.g., hurricanes, floods, or other natural disasters) or use in conditions beyond the product’s rated environmental or ingress protection specifications.
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Improper Application
Use or installation that goes beyond the product’s stated technical specifications or recommended application types.
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Third-Party Hardware
Failures or damages connected to third-party structures, rigging, or other hardware not supplied by CMG Visuals.
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Normal Wear and Tear
Ordinary degradation or aging of parts over time.
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Unauthorized Alterations
Issues from repairs, modifications, or disassembly by anyone not authorized by CMG Visuals.
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Field-Replaceable Components
Labor expenses for removing or installing LED modules or other components intended to be serviced in the field.
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Unapproved Accessories/Software
Problems arising from attachments, peripherals, or software (including control systems) not provided or approved by CMG Visuals.
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Network and Connectivity
Security or operational issues involving the Customer’s network, cellular data, or other integrations.
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Color and Brightness Differences
Minor variations in color or brightness that do not compromise core functionality.
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Structural Modifications
Costs related to removing or altering walls, décor, or other structures to facilitate installation, removal, or servicing.
CMG Visuals’ liability is limited solely to the repair or replacement of the specific product or part found to have failed under a covered condition. CMG Visuals is not liable for repairing or replacing any other system components that did not fail for a covered reason, even if the repaired product later shows variations in brightness, color, or other attributes compared to the rest of the system.
No employee, distributor, or representative of CMG Visuals is authorized to extend or modify this warranty beyond its stated terms. Any conflicting conditions in a purchase order or other Customer document are void unless explicitly acknowledged in writing by CMG Visuals.
3. Disclaimer of Additional Warranties
All implied warranties, including implied warranties of merchantability and fitness for a particular purpose, are valid only for the duration of this limited warranty. CMG Visuals’ liability is restricted to the repair or replacement of warranted products or components. Under no circumstances will CMG Visuals be liable for consequential or incidental damages (including lost profits, business interruptions, loss of data, or other monetary losses) arising from the use or inability to use CMG Visuals products. CMG Visuals also assumes no liability for delays in shipping, part shortages, force majeure, or any events beyond its reasonable control.
4. Warranty Claims and RMA Procedure
1. Filing a Claim
- Claims must be initiated within the specified warranty period.
- Any claim filed after expiration of the warranty period is invalid, regardless of when the defect occurred.
- Proof of purchase (e.g., invoice or sales order) and identifiable product information (e.g., serial or batch number) must be provided.
2. Obtaining an RMA
- Contact CMG Visuals Technical Support by emailing support@cmgvisuals.com or by submitting a ticket at cmgvisuals.com/support.
- After receiving an RMA number, the product/component must be carefully packaged—ideally in its original packaging—to prevent shipping damage.
- Include a clear description of the issue(s) on the RMA paperwork.
- Do not include accessories unless specifically instructed to do so.
- CMG Visuals reserves the right to refuse or return items without a valid RMA at the Customer’s expense. Products damaged in transit due to inadequate packaging or carrier mishandling may result in additional repair fees or be deemed out of warranty.
3. Shipping Responsibilities
- The Customer is responsible for shipping costs, insurance, and any related fees to send products to CMG Visuals.
- CMG Visuals is not liable for lost or damaged shipments en route to its facility.
- Upon repair or replacement, CMG Visuals will pay for standard ground return shipping. Expedited shipping charges are the Customer’s responsibility.
- Any duties, customs fees, or taxes incurred during shipping or receiving are the Customer’s obligation.
4. On-Site Service Requests
On-site visits requested for issues not covered under warranty, including user error, configuration issues, or external system failures, will be billed at standard service rates.
5. Non-Warranty Service
If a returned product is deemed out of warranty or no defect is found, the Customer is responsible for labor, materials, and associated shipping charges. A minimum $95 bench fee may be applied for evaluation. CMG Visuals will provide a cost estimate for non-warranty repairs, and the Customer must approve and pay for all charges prior to the product’s return.
6. Lifetime Technical Support
CMG Visuals will provide a lifetime (10 Years) of remote technical support—via phone, email, or its ticketing portal—for basic troubleshooting and product-related guidance starting from the original purchase date. Technical support covers:
- Assistance with product configuration and operation.
- Diagnosis of common issues that may be resolved remotely.
- Advising on best practices to optimize product performance.
- Software or firmware updates (when applicable and provided by CMG Visuals).
Technical support does not include on-site labor, network security services, or integration with non-CMG Visuals systems beyond basic remote troubleshooting. If specialized on-site assistance or advanced integration services are required, CMG Visuals may offer them at additional cost.
Acceptance of Terms
By purchasing or using CMG Visuals products, the Customer acknowledges having read, understood, and agreed to the terms of this limited warranty. If you have any questions, please contact:
Copano Technologies LLC DBA CMG Visuals
Support: support@cmgvisuals.com
Website: cmgvisuals.com/contact
This warranty is effective as of the original purchase date and remains valid for the respective periods listed above.