Our Warranty Commitment

We are committed to the quality and reliability of our hardware. This policy outlines our warranty promise, ensuring you have clear, predictable support when you need it.

1. Our Core Warranty Promise

Robustel warrants that our products are free from manufacturing defects in materials and workmanship, effective from the date they leave our manufacturing facilities.

1.1. Warranty Period

• 1.1.1. When it Starts: Your warranty period officially begins on the day the product is shipped from Robustel.
  

• 1.1.2. How Long it Lasts: The standard warranty period for each product series can be referenced in Appendix 1 below.

• 1.1.3. Purchasing an Extended Warranty:

  We offer extended warranty services if you'd like to prolong your coverage.

  • If you purchased your device from an official Robustel distributor, please contact your distributor directly to learn about your extension options.

  • If you purchased directly from Robustel, please contact our sales team to discuss an extension.

• 1.1.4. How Extensions Work: If we have agreed to an extended warranty period for specific products, that extended term will apply to the maintenance services we provide.

• 1.1.5. Maintenance Service during Extension: Please note that an extension covers maintenance services. Failures occurring during this extended period are covered under maintenance, which is separate from the initial quality assurance scope.

1.2. Warranty Repairs: Getting You Back on Track

• 1.2.1. Our Solution: During the standard warranty period, our commitment is to either repair or replace the defective product (at our discretion). This warranty is valid as long as the product was installed and used correctly.

• 1.2.2. Covered Costs: For any product covered by a valid warranty, you will not be charged for the repair service.

• 1.2.3. Out-of-Warranty Options: If a product is outside the standard warranty period, or if the issue falls under the exclusions listed below, we can still provide repair services. We reserve the right to charge a reasonable fee for the repair, which we will always communicate to you upfront.

• 1.2.4. Shipping Coverage: For products repaired under warranty (and not subject to the exclusions below), Robustel will cover the one-way shipping cost from our facility back to you, in addition to the repair itself.

1.3. When the Warranty Cannot Apply (Exclusions)

To ensure we can honor our warranty for true manufacturing defects, there are a few scenarios where it unfortunately cannot apply. These are often related to external damage or unauthorized changes:

• 1.3.1. The product warranty sticker or serial numbers have been removed or defaced.

• 1.3.2. The product was subject to abnormal use, improper storage, unauthorized modifications, misuse, neglect, accident, or damage caused during shipping.

• 1.3.3. Damage caused by forces of nature, such as lightning, flooding, earthquake, or fire.

• 1.3.4. Software Products (these are supported remotely, as per our RMA policy).

• 1.3.5. Customized and ODM Projects: Warranty terms for these specialized products are defined separately in the specific contract governing the project.

• 1.3.6. NAND Flash Wear: Excessive wear or use of the internal NAND Flash memory is not covered by the standard warranty. (See Appendix 3 for more details).

1.4. Out-of-Warranty Repair: Our Support Continues

We are still committed to helping you fix and redeploy your devices, even when the warranty has expired.

• 1.4.1. Shipping Costs: For all out-of-warranty repairs, you are responsible for the two-way shipping costs (to Robustel and back to you) and any associated customs or duty charges.

• 1.4.2. Transparent Pricing: If repair charges apply, we will immediately generate a Proforma Invoice outlining all costs. We will not proceed with any repairs until we receive your formal approval.

• 1.4.3. Payment: Once approved, we kindly ask for prompt payment based on the terms listed on the Proforma Invoice so we can begin the repair.

• 1.4.4. Refusal of Service: If you decide to decline the repair service, we will return the defective product to you at your own risk and expense.

⏱️ Our Service Goal:

Once we receive the RMA product, our target is to diagnose, repair, and ship the product back to you within four weeks. If you have an urgent request, please specify it clearly in your return paperwork, and we will do our best to prioritize it.

Appendix 1: General Product Warranty Period

Appendix 2: End-of-Life (EOL) Product Service Dates

This link helps you manage the long-term support expectations for products nearing the end of their lifecycle.

EoL and PCN

Appendix 3: Understanding NAND Flash Wear

Our gateways are designed for durability. While we offer a standard warranty for Edge Computing Gateways against premature failure within the first three years, we need to clarify the nature of memory failure:

• Failure due to excessive wear or use of NAND Flash is NOT covered by the standard warranty. This is because NAND Flash has a finite number of write cycles.

• We may offer eMMC module replacement in certain conditions, but this will be a chargeable service determined by our team.

For detailed information please refer to

Nand Flash Warranty Policy.