Warranty
Satcom Direct Equipment Warranty Terms and Conditions
Equipment Warranties
Limited Warranty
Satcom Direct, Inc., its corporate parents, affiliates, and subsidiaries (collectively, “SD”) warrants that all new SD manufactured and branded hardware with an affixed SD trademark, trade name, or logo (“Equipment”) shall be free of defects in material and workmanship (“Warranty”) for a period of twenty-four (24) months from the date of original shipment from SD (“Shipment Date”).
Extended Warranty
For new Satcom Direct Routers (SDR®) and SDR Gateways (collectively, “Internet Equipment”), the Warranty period shall be forty-eight (48) months from the Shipment Date, provided all satellite internet services (>= 200 kbps) that are compatible with the Internet Equipment (“Internet Services”) remain continuously active with SD from the date of installation of the Internet Equipment. If the Internet Services are terminated prior to the end of the Extended Warranty period, the Warranty period shall revert to the Limited Warranty period.
Premium Bundle Warranty
For new Internet Equipment, SD WiFi Hubs, SD WiFi Hub 2.0s, and SD LTE Hubs used with the Satcom Direct Premium Bundle, the Warranty period shall continue from the Shipment Date until the earlier of termination of the Premium Bundle or the Internet Services. If the Premium Bundle or the Internet Services are terminated, the Warranty period shall revert to the Extended Warranty period or Limited Warranty period, as applicable.
Refurbished or Replacement Equipment Warranty
For refurbished or replacement Equipment, the Warranty period shall be the longer of (a) the remaining Warranty period of the original Equipment; or (b) twelve (12) months from the date of shipment of the refurbished or replacement Equipment from SD.
Warranty Terms
SD shall, at its sole option and expense, repair, replace, or refund the purchase price of any Equipment found to be defective during the applicable Warranty period, provided that SD is notified of the defect as soon as practicable but in any event within thirty (30) days of discovery of such defect. Should defective Equipment need to be returned to SD’s premises, such defective Equipment shall be shipped at customer’s expense. Repaired or replaced Equipment shall be shipped to customer at SD’s expense. When Equipment is exchanged, the replacement Equipment becomes the end-user’s property and the replaced Equipment becomes SD’s property.
Warranty Exclusions
The Warranty does not apply to any products or services other than Equipment, even if packaged or sold with Equipment or other SD products or services. The Warranty does not apply to any Equipment that: (a) has had the serial number, model number, or any other identification markings removed or rendered illegible; (b) has been damaged by misuse, accident, neglect, failure to continually provide a suitable operating environment (including necessary ventilation, electricity, protection from power surges, cooling, and/or humidity), or other external causes; (c) has been improperly installed or connected or used in contravention of the instructions supplied by SD; (d) has been subject to the opening of any sealed components without SD’s prior written approval; (e) has been repaired or otherwise altered by anyone not under the control of, or not having the written authorization of, SD to perform such repair or alteration; (f) has consumable parts, such as batteries, unless damage has occurred due to a defect in materials or workmanship; (g) has cosmetic damage, including but not limited to scratches, dents, and broken plastic; (h) has damage caused by use with non-SD products or services; or (i) has damage caused by operating the product outside the permitted or intended uses described by SD.
Warranty Service
To request service related to a Warranty, please contact SD’s 24/7 Technical Support by calling +1 888.448.9003 or +1 321.777.3236 or by emailing [email protected]. Please have the serial number of the Equipment available when contacting SD’s Technical Support to determine whether the Equipment is still within the applicable Warranty period. SD’s Technical Support will help you determine whether the Equipment requires service and, if it does, will inform you how SD will provide it. You must assist in diagnosing issues with the Equipment and follow SD’s Warranty processes. SD may, at its sole option, provide Warranty service (i) at an SD authorized dealer’s location, (ii) by having customer ship the Equipment to SD’s repair service location, or (iii) by SD sending customer new or refurbished customer-installable replacement Equipment or parts to enable customer to service or exchange the Equipment. When providing replacement service requiring the return of the original Equipment or parts, SD may require a purchase order as security for the retail price of the replacement Equipment or part and applicable shipping costs. If customer fails to return the Equipment as instructed, SD will issue an invoice against the purchase order. Service options, parts availability, and response times may vary.
If the Equipment is capable of storing software, data, and other information, customer is responsible for protecting its contents against possible operational failures and data losses, and SD expressly disclaims any liability therefore. Before delivering the Equipment for Warranty service, it is customer’s responsibility to keep a separate backup copy of the contents and disable any applicable security passwords. IN THE COURSE OF WARRANTY SERVICE, THE CONTENTS OF THE EQUIPMENT WILL BE DELETED AND THE STORAGE MEDIA REFORMATTED. The Equipment will be returned to customer configured as originally purchased, without any user data, subject only to applicable SD software updates. Customer will be responsible for reinstalling and reconfiguring all user data, settings, and passwords. Recovery and reconfiguration of user data are not covered under the Warranty.
Disclaimers
THE WARRANTIES PROVIDED IN THESE SATCOM DIRECT EQUIPMENT WARRANTY TERMS AND CONDITIONS CONSTITUTE SD’S SOLE AND EXCLUSIVE LIABILITY FOR DEFECTIVE OR NONCONFORMING EQUIPMENT. IN NO EVENT SHALL SD’S LIABILITY UNDER ANY WARRANTY EXCEED THE PURCHASE PRICE ACTUALLY PAID FOR THE EQUIPMENT. EXCEPT FOR THE EXPRESS WARRANTIES PROVIDED HEREIN, SD MAKES NO WARRANTY WHATSOEVER FOR IMPLIED WARRANTIES OF MERCHANTABILITY, SATISFACTORY QUALITY, OR FITNESS FOR A PARTICULAR PURPOSE. EXCEPT FOR THE EXPRESS WARRANTIES PROVIDED HEREIN AND TO THE EXTENT PERMITTED BY LAW, UNDER NO CIRCUMSTANCES SHALL SD BE LIABLE FOR INCIDENTAL, INDIRECT, SPECIAL, OR CONSEQUENTIAL DAMAGES (HOWEVER ARISING) OR FOR ANY LOSS OF PROFIT, LOSS OF BUSINESS, LOSS OF USE, LOSS OF REVENUES, OR DAMAGES TO BUSINESS, GOODWILL, OR REPUTATION (WHETHER DIRECT OR INDIRECT IN NATURE) ARISING FROM ANY BREACH OF WARRANTY OR CONDITION, OR UNDER ANY OTHER LEGAL THEORY, WHETHER OR NOT SD SHALL HAVE BEEN MADE AWARE OF THE POSSIBILITY OF SUCH LOSS.
