Warranty, Return, and Service Policies

At EMG Sales, we believe excellence honors God and serves people. Every product, service, and installation we deliver is approached with integrity, professionalism, and long-term care. This document outlines our warranty protections, refund/return policies, installation standards, environmental expectations, extended warranty options, payment terms, and service structure.

Our goal is simple: We don’t disappear after the install — we partner for the long run.

Warranty Policies

Warranty Duration

Standard EMG Warranty:

  • 1 Year from date of purchase on eligible AV/LED equipment and installations.

Extended Warranty Plans:

  • Available on LED systems, processors, lighting rigs, audio systems, and full AV builds.

Must be purchased at the time of order or before installation is complete.

Warranty Coverage

EMG warranties cover defects in:

  • Materials
  • Workmanship
  • Installation quality
  • System configuration/programming

Coverage applies to:

  • Audio, lighting, video, and LED equipment
  • Custom LED systems and processors
  • Media/production equipment used in EMG workflows

EMG will repair or replace defective equipment upon verification and proof of purchase.

Extended Warranties (Optional Add-On)

Extended warranties provide additional protection, including:

  • +2–3 years of parts & labor
  • Priority support
  • Scheduled maintenance visits
  • Firmware/software updates
  • Calibration, color-balancing, optimization
  • Discounted rates for non-warranty issues

Ideal for high-use venues and churches.

Installation Labor Warranty

Covers installation issues such as:

  • Faulty cabling or terminations
  • Improper mounting or rigging
  • EMG-created configuration errors

Not covered:

  • User error or misuse
  • Unauthorized equipment relocation
  • Power instability or surges
  • Weather/environmental damage
  • Third-party modifications

Non-EMG installations receive parts-only coverage (labor billable).

Third-Party Manufacturer Warranty

Products from PTZOptics, Blackmagic, Behringer, Novastar, Aputure, Chauvet, etc., include their own warranties.

EMG assists with coordination but must follow manufacturer rules and timelines.

Additional Warranty Exclusions

Warranty does not cover:

  • Customer-caused damage
  • Acts of God (surges, storms, lightning, flooding, fire)
  • Cosmetic wear
  • Consumables (batteries, cables, connectors, bulbs)
  • Environmental exposure
  • Improper or unstable electrical power
  • Unauthorized reprogramming or relocation

Required Environmental Conditions (Critical)

To maintain warranty coverage:

  • Temperature: 32°F–104°F (0°C–40°C)
  • Humidity: 20%–80% non-condensing
  • Must be dust-free and well-ventilated
  • No exposure to moisture, oils, direct heat, or industrial dust
  • Stable, conditioned power required

LED walls must not be placed in unsafe or unregulated environments.

Out-of-Warranty & Emergency Support

After warranty expires, EMG offers:

  • Paid troubleshooting
  • Repairs
  • System optimization
  • Emergency on-site support (typically within 24 hours when available)

Optional Add-Ons

Optional Add-Ons

Available upon request:

  • Extended warranties
  • Annual/semi-annual maintenance
  • System upgrades or buyback programs
  • Multi-campus support
  • Full system reprogramming packages

Returns & Refunds, Cancellations, and Claims Policies

No Refund Policy (LED Products)

LED-related products are non-refundable, including:

  • LED banners
  • LED panels (indoor/outdoor)
  • LED processors
  • LED custom-built systems

*All LED sales are final.

Exchanges may be considered only if unused and approved in writing.

Refund & Exchange Policy (Non-LED Items)

Applicable to sound, lighting, and video items only:

  • Refund eligibility: 15 days after purchase
  • Must be unused and in original packaging
  • 20% restocking fee may apply

Exchanges & warranty approvals are case-by-case, based on:

  • Manufacturer rules
  • Product condition
  • Serial verification
  • Completeness of packaging
  • Technical inspection

Cancellation Policy

  • Orders final after payment
  • Cancellations within 7 days may receive partial refund
  • After 7 days, deposits non-refundable
  • If production or installation has begun, client covers all costs incurred.

Return Policy (General)

LED products: Non-returnable

Non-LED AV products:

  • 15-day return window
  • Unused/complete
  • Written approval required
  • Restocking fees may apply

Claims Process

  1. Client submits issue & proof of purchase
  2. EMG performs remote diagnostics
  3. On-site evaluation scheduled if required
  4. Warranty eligibility determined
  5. Approved repairs/replacements issued

Shipping & Damage Claims

  • All shipments insured
  • Must be inspected within 48 hours
  • Damage must be documented with photos
  • Claims handled through freight carriers based on their approval

Service Policies

Service Calls & Remote Support

  • Remote support included during warranty
  • On-site service unrelated to warranty billed at standard rates
  • EMG determines whether an issue is warranty-eligible

Remote troubleshooting is always prioritized to save client cost.

Storage Fees

If equipment arrives early or client is not ready:

EMG may charge storage fees after 7 days of holding equipment.

Ownership of Programming & Configuration Files

All EMG-created files remain EMG intellectual property, including:

  • SmartLCT files
  • LED processor mappings
  • Color calibration files
  • Audio console presets
  • Lighting scene files
  • Routing and automation templates
  • Networking configurations

Copies may be provided upon request. Restoration, reprogramming, or modification after install is billable unless covered by extended warranty.

Post-Installation Training

Each install includes basic training covering:

  • Power on/off sequence
  • Standard operations
  • Troubleshooting fundamentals
  • Safety
  • Content formatting (LED)

Advanced, repeated, or multi-day training is available upon request (billable unless included in extended plan).

Client-Owned Equipment Disclaimer

When EMG installs or configures client-supplied gear:

  • EMG provides no warranty on the equipment itself
  • Liability is limited solely to installation workmanship
  • Troubleshooting/replacement is billable

Project Timeline & Site Readiness

Before EMG can begin installation, client must ensure:

  • Electrical, networking, and rigging is complete
  • Construction is finished
  • Space is safe and accessible
  • Proper ventilation and clean environment

If unprepared, EMG may reschedule or pause installation and bill additional fees.

Client Access Requirements

Client must provide:

  • Safe and timely access
  • Power and internet
  • Clear workspace for technicians

Delays may result in additional charges.

Shipping & Delivery, and Payment Terms

Shipping Responsibilities

Client is responsible for:

  • Shipping to EMG for repair
  • Shipping back from repair
  • All freight for returns/exchange
  • All handling fees

Exception:If EMG determines equipment was delivered defective (DOA), EMG may cover return shipping at its discretion

Payment & Delivery Terms (LED Systems)

  • 60% deposit initiates production
  • 40% balance due before installation or delivery
  • Production/shipping: 45–90 days
  • Global supply chain may affect timelines
  • EMG is not responsible for freight, factory, or customs delays
  • Late payments may incur a 2% monthly fee

Standard AV items:

  • Full payment due at order
  • Delivery: 10–21 business days

Delivery & Receipt

  • Client must be present for delivery
  • All shipments must be inspected within 48 hours
  • Damage must be reported immediately
  • Failure to report may void insurance eligibility

Clauses & Liabilities

 Liability & Indemnification

EMG is not liable for:

  • Loss of revenue
  • Event interruption
  • Downtime
  • Consequential damages

Clients indemnify EMG except in cases of proven gross negligence.

Transferability & Governing Law

  • Warranty non-transferable unless EMG approves in writing
  • Governed by Texas law (Cameron County)

Additional EMG Protection Clauses

Right to Refuse Service

EMG may refuse service or terminate a project if a client engages in:

  • Unsafe practices
  • Hostile or abusive behavior
  • Breaches of contract
  • Repeated non-payment
  • Ongoing interference with EMG staff or processes

Force Majeure

EMG is not liable for delays caused by:

  • Natural disasters
  • Hurricanes/storms
  • Fires
  • Pandemics
  • National emergencies
  • Port closures/freight shutdowns
  • Factory shutdowns
  • Strikes or labor shortages

Content Responsibility Disclaimer

EMG is not responsible for:

  • Content formatting
  • Low-resolution or stretched graphics
  • Poor playback quality caused by client-provided media
  • File compatibility issues
  • Color accuracy issues that originate from the source content

Power Requirement Disclaimer (Explicit)

All LED systems must operate on clean, dedicated electrical circuits.
Damage caused by:

  • Shared circuits
  • Incorrect voltage
  • Inadequate power conditioning
  • Generators
  • Unstable power sources …may void warranty.

Internet/Network Responsibility

EMG is not responsible for performance issues caused by:

  • Client WiFi
  • Client internet outages
  • Slow networks
  • Poor network infrastructure …unless EMG installed and configured the entire network system.

Dust & Cleaning Responsibility

Clients must routinely dust, clean, and maintain LED cabinets and AV equipment.
Failure to maintain cleanliness (dust, debris, insect intrusion, moisture buildup) may void warranty.

Support Contacts

Contacts

Primary Support:
Ivan Rodriguez — ivan@echomusicgroup.live | (956) 345-0366

Secondary Support:
Henry Quiñones — henry@echomusicgroup.live

Oversight / Escalation:
Adrian Jonathan — info@echomusicgroup.live | (956) 494-0806

Additional Questions

If you have any additional questions about products, warranties, installation requirements, refunds, or project planning, an EMG Sales representative is always available to help.

For general inquiries, contact us at:
info@echomusicgroup.live