Standard 24-Month Warranty Policy

Standard 24-Month Warranty Policy

1. Purpose

Define the standard Metrolane warranty reference represented in Support as WP-STD-24.

2. Scope

Applies to claims evaluated under WP-STD-24. The policy period is 24 months. Product and transaction eligibility still depends on the evidence available for the individual claim.

3. Policy

A claim may be approved when it is within the applicable 24-month period and the available evidence supports a manufacturing fault. The claimant must provide sufficient product/transaction context for Support to evaluate the case. Approval does not itself prove fulfilment is complete: replacement, credit or other fulfilment remains a separate business process. Claims that are outside the applicable period or not supported as a manufacturing fault may be rejected or escalated for further evidence.

4. Responsibilities

Support records the case, claim, evidence and decision. The deciding agent records the decision reason. Fulfilment functions execute approved remedies through their normal authorized processes.

5. Exceptions and escalation

Where product identity, sale evidence or condition is incomplete, Support requests or records the missing evidence rather than assuming eligibility. Exceptions require an explicit recorded decision.

6. Records and evidence

Support case, warranty claim, claim-item evidence, decision, RMA/replacement/credit references and resulting ERP transactions are retained where applicable.

7. Related controlled information

Policy code WP-STD-24; Support Case Handling & SLA Procedure; Customer Returns, Refunds & Replacement Policy.

Responsibilities and ownership

Business functions covered by this policy are responsible for applying the current published version, recording required approvals and preserving the evidence that supports a decision. Managers are responsible for ensuring that exceptions are visible and do not become informal standing practice. Where another controlled policy or transaction record is more specific, that record remains authoritative for the particular case.

Control and records

Records created under this policy must be maintained in the system that owns the underlying business activity. A policy document explains the rule; it does not replace an order, case, claim, invoice, approval, receipt or other operational record. Supporting evidence should be sufficient for a later reviewer to understand what was requested, what was decided and why.

Exceptions and interpretation

Where the policy cannot be applied because required evidence is missing or the facts are ambiguous, the matter should be escalated through the responsible function rather than resolved by assumption. Any approved exception should be recorded with its business context and approver. Silence in this policy must not be treated as permission to bypass another applicable control.

Review and revision

This policy remains in force until superseded or withdrawn through the controlled-document process. Material changes are reviewed and approved before publication, and the effective date of the new version determines when it governs future business activity.