Comprehensive Warranty Terms and Conditions
1. Definitions:
- "Product" Refers to the hardware or software that Upsiden manufactures and sells through authorized retailers. This includes, but is not limited to, computers, peripherals, and any associated accessories.
- "Consumer": The original purchaser of the Product or any subsequent holder of the Product who possesses valid proof of purchase. This includes individuals, businesses, and institutions that have acquired the Product legitimately.
- "Defect": A material or quality flaw that causes the Product to fail to operate or perform under published specifications. This includes, but is not limited to, hardware malfunctions, software errors, and manufacturing defects.
- "Warranty Period": One year from the date of the original purchase by the first consumer purchaser of the Product. Extended warranty options may be available for purchase, extending this period to three additional years. To purchase an extended warranty, please get in touch with our customer service or visit our website for more information.
- "Normal Use": Typical usage conditions in a home or office environment are according to the product instructions provided by Upsiden. This encompasses usage in a temperature-controlled environment, with proper ventilation, and in accordance with Upsiden's usage guidelines.
2. General Provisions:
- This Warranty is non-transferable and is limited to the Consumer who originally purchased the Product.
- The Warranty only applies to Products purchased from Upsiden or an authorized dealer.
- Proof of purchase, such as a sales receipt or invoice, is required to validate Warranty claims.
3. Coverage:
- Comprehensive Hardware Coverage: This includes all mechanical and electrical components of the Product. Coverage extends to processors, memory, hard drives, graphics cards, power supplies, and other integral components.
Software Integrity: This policy covers the operating system and all Upsiden pre-installed software for defects that materially impair their functionality. This includes operating system failures, pre-installed application errors, and system firmware issues.
- Technical Support: Provides access to Upsiden's technical support team for troubleshooting and resolving issues related to the Product's hardware and software. Support is available via phone (Monday to Friday, 9 AM to 5 PM), email (Info@upsiden.com), and online chat (available 24/7).
Accidental Damage Protection: This is optional coverage for accidental damage, such as spills, drops, and impacts, which can be purchased separately. To add this coverage to your Warranty, please get in touch with our customer service or visit our website for more information. This coverage is subject to additional terms and conditions.
4. Warranty Exclusions:
- Damage due to External Forces: This includes, but is not limited to, acts of nature such as floods, earthquakes, and lightning strikes; civil disturbances such as riots and strikes; and improper electrical supply such as power surges and voltage fluctuations. However, damage caused by intentional or accidental misuse, neglect, or unauthorized repairs is not covered.
- Improper Use: This refers to any use not described in the Product manuals or installation guides, including but not limited to using the Product in a manner it was not designed for or using it in an environment that does not meet the specified conditions. Examples of improper use include using a desktop computer in an outdoor environment or using a laptop in excessively humid conditions. Please refer to the product manuals or contact our customer service if you need help using your Product correctly.
- Unauthorized Modifications: This refers to any modifications, alterations, or repairs not authorized by Upsiden, including hardware and software changes. It includes but is not limited to opening the Product's casing, replacing internal components, or installing unauthorized software. Such unauthorized modifications can void the Warranty and potentially damage the Product or cause it to malfunction.
- Cosmetic Issues: This refers to cosmetic damage that does not affect the operation of the Product, including, but not limited to, scratches, dents, and broken casings. For instance, a scratch on the screen or a dent on the body of the Product would be considered a cosmetic issue. However, if the cosmetic damage is a result of misuse, neglect, or unauthorized repairs, it may not be covered under the Warranty. Please note that cosmetic issues are generally not covered under the Warranty, unless they are reported within 30 days of the original purchase and are not a result of misuse, neglect, or unauthorized repairs.
- Consumables: Components deemed consumables by Upsiden, such as batteries, bulbs, and other items with limited lifespans due to regular use. Consumables are generally only covered if specified under additional coverage plans.
- Third-Party Products: Any hardware or software not manufactured or pre-installed by Upsiden, including third-party peripherals (such as printers, scanners, and speakers) and aftermarket upgrades (such as additional memory or storage), are not covered under this Warranty. Please note that using third-party products may void your Warranty.
5. Detailed Claim Process:
- Initial Contact: Don't worry; the Consumer must contact Upsiden support through the designated channels and provide a detailed account of the issue, including specific error messages and conditions under which the problem occurs.
- Documentation Submission: The Consumer must submit proof of purchase, serial number, and any other relevant information requested by Upsiden.
- Visual Evidence: The Consumer must provide clear images or videos demonstrating the defect or issue as proof of the claim.
- Diagnostic Tests: The Consumer must follow any diagnostic tests suggested by Upsiden to assess the Product's condition further.
- RMA Authorization: If the issue is deemed valid under the Warranty, Upsiden will issue a Return Merchandise Authorization (RMA) number. This RMA number is a unique identifier for your warranty claim and must be used to return the Product for service. To obtain an RMA number, please contact our customer service and provide them with the necessary information about your warranty claim.
6. Repair or Replacement:
- Repair: Upsiden will repair the Product using new or refurbished parts that meet or exceed the original specifications.
- Replacement: If repair is not feasible, Upsiden will replace the Product with a new or refurbished unit of equal or greater functionality. Replacement units may have minor cosmetic differences from the original Product.
- Service Timelines: We value your time. Upsiden aims to complete repairs or replacements within ten business days of receipt of the defective Product.
7. Transportation and Handling:
- Packaging Instructions: The Consumer is solely responsible for properly packaging and shipping the Product to Upsiden or an authorized service center. Proper packaging includes using anti-static materials and adequate cushioning to prevent damage during transit.
- Shipping Costs: When sending the Product to Upsiden, the Consumer bears the cost and risk of transport. Upsiden will bear the cost of shipping the repaired or replaced Product back to the Consumer.
- Tracking and Insurance: It is recommended that the Consumer use a shipping method that includes tracking and insurance to cover potential loss or damage during transit.
8. Limitation of Damages:
- Cost Limitation: Upsiden's liability is strictly limited to the cost of repairing or replacing the Product.
- Exclusion of Indirect Damages: Upsiden is not responsible for indirect, incidental, or consequential damages such as lost profits, loss of use, or data recovery costs. This includes damages arising from the use or inability to use the Product, even if Upsiden has been advised of the possibility of such damages.
9. Arbitration and Dispute Resolution:
- Binding Arbitration: Any disputes under this Warranty will be resolved exclusively through final and binding arbitration under the rules of the American Arbitration Association, conducted in the State of California.
- Arbitration Process: The arbitration will be conducted by a single arbitrator, selected in accordance with the American Arbitration Association's rules. The arbitrator's decision will be final and binding on both parties.
10. Changes to Warranty Terms:
- Modification Rights: Upsiden reserves the right to modify the terms of this Warranty at any time. Such modifications will be effective immediately upon posting the revised terms on the Upsiden website.
- Notification of Changes: Upsiden will email registered Consumers or announce any significant changes to the Warranty terms on the Upsiden website.
11. Legal Compliance:
- Governing Law: This Warranty shall be governed by the laws of the State of California, excluding its conflict of laws principles.
- Jurisdiction: Any legal action related to this Warranty must be brought in the courts located in the State of California.
12. Consumer Protection:
- State-Specific Rights: Some states or jurisdictions do not allow limitations on how long an implied warranty lasts or exclude incidental or consequential damages, so the above limitations or exclusions may not apply to every Consumer.
- Additional Rights: This Warranty gives the Consumer specific legal rights, and the Consumer may also have other rights that vary from state to state.
13. Further Assistance:
- Contact Information: For any additional information or support regarding this Warranty, please get in touch with Upsiden at:
- Email: [info@upsiden.com]
- Online: [https://www.upsiden.com/contact]
- Support Hours: Upsiden's customer support team is available Monday through Friday, from 9:00 AM to 5:00 PM EST, excluding holidays.
14. Extended Warranty Options:
- Extended Coverage: Consumers can purchase extended warranty plans that provide additional coverage beyond the standard Warranty Period. Extended plans may cover up to three additional years.
- Benefits: Extended warranty plans may include benefits such as priority support, expedited repair or replacement services, and accidental damage protection.
- Enrollment: Extended warranty plans must be purchased within 30 days of the original Product purchase date. Enrollment can be done online through the Upsiden website or authorized dealers.
15. International Consumers:
- International Coverage: The terms of this Warranty apply to Products purchased and used within the United States. International Consumers should contact their local Upsiden representatives for warranty information specific to their region.
- Shipping and Customs: International Consumers are responsible for any shipping costs, customs duties, and taxes associated with sending the Product to and from Upsiden for warranty service.
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