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Policies and Procedures

Policy 1281 – Repair of In-Warranty and Out-of-Warranty Equipment

March 1, 1998
Last Updated
October 6, 2014
Last Reviewed
October 6, 2014
Responsible University Officer
Director of Purchasing Services
Responsible Unit
Purchasing Services

Policy Statement

In-Warranty Equipment:

Most equipment is warranted by the manufacturer against faulty parts or workmanship for a period of time after its purchase. Generally, a warranty card or online registration form must be completed and submitted to the manufacturer for the warranty to be in effect. Submission of such information is the responsibility of the using department and should be done as soon as an item is received.

Legally, a manufacturer is responsible for replacement or repair of defective equipment. However, the equipment must be returned freight prepaid to an authorized repair center, only the defective part is replaced at no charge, and replacement labor costs may be charged to the customer. A requisition must be submitted to obtain in-warranty service.

Out-of-Warranty Equipment:

When a piece of equipment is in need of repair, and the repairs cannot be managed by University repair facilities, it should first be determined if the item is still in-warranty. Secondly, it should be determined if a service maintenance contract is in effect. If there is neither, a request for out-of-warranty service should be submitted via a requisition to Purchasing Services.

A requisition to return out-of-warranty equipment to the manufacturer or service agency for repairs should include:

  • The nature of the repair.
  • The name of the original supplier, if available.
  • The original Purchase Order number, if known.
  • Shipping instructions.
  • Estimated repair costs from the manufacturer or service agency.

Shipping charges for the return of the equipment will be the responsibility of the requesting department.

Emergency Repairs:

Contact Purchasing Services immediately so the Purchase Order can be expedited. It is possible the Purchase Order number may be assigned before a Requisition is even submitted, thereby authorizing the using department to call the manufacturer or service agency to expedite the repair.

Reason for Policy

This policy conveys the requirements for obtaining repair or replacement of equipment whether or not a warranty exists.


Computer equipment that is determined to be repairable by the University’s Computer Repair Center. The Requisition should be submitted to the ITS Computer Repair Center, who will arrange pick up and return of the item, and notify the department of the repair charge involved.

Special Situations



  • 1226.1 – Creating a Requisition

Additional Information

Frequently Asked Questions

Q: When does my warranty coverage begin?
A: A limited warranty begins on the date the equipment is received

Q: What is a “proof of purchase”?
A: The proof of purchase is your copy of the sales receipt for the item. It should include this information:

  • The serial number of the equipment
  • The date of sale
  • The name, address, and phone number of the seller (dealer)

Q: What are some of the reasons a piece of equipment might be denied for warranty coverage?
A: The key reasons for equipment for denial of warranty coverage are:

  • Equipment is outside of the warranty coverage time period
  • Physical damage
  • Excessive exposure to heat

Additional exclusions may include abnormal use, abnormal conditions, improper storage, unauthorized modifications, unauthorized repair, misuse, neglect, abuse, accident, alteration, improper installation or other acts which are not the fault of the manufacturer.

Q: What are the costs for out-of-warranty repair?
A: Prices for repair vary by product and the nature of the repair.

Q: How long does a typical warranty last?
A: A typical warranty lasts about one year, however, that may vary depending on the manufacturer. After the warranty expires we recommend that you acquire an extended warranty depending on the value of the equipment.

Q: Would equipment purchased under state contract require a warranty for the equipment?
A: Yes. A manufacturer who has a contract with the State of North Carolina is required to provide a warranty on the equipment.

Related Data

01 NCAC 05B.1001 - Enforcement of contractual guarantee or warranty
– Maintenance Service Contracts


Warranty repair of equipment Purchasing Services - Goods 919-962-3774 919-962-0636


October 1, 2014: Revised naming of requisitions.
August 4, 2011
September 20, 2007
November 20, 2003