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StoreHub Hardware Warranty Policy

StoreHub is committed to providing reliable POS hardware to empower your business. This Hardware Warranty Policy outlines our commitment to addressing manufacturing defects within a specified period, ensuring your peace of mind. Please read on to understand the coverage, limitations, and how to seek support should you encounter any issues.

Warranty Coverage Period

StoreHub warrants its POS hardware products against significant defects in materials and workmanship under normal use, aligning with our mission to make technology accessible and ensure the sustainable growth of all businesses, regardless of size.

For the definitive and comprehensive warranty details pertaining to your StoreHub hardware, kindly refer to the purchase invoice provided. As a convenient reference, a general guideline of the warranty periods for our various POS hardware and Peripheral hardware devices is presented in the table below;

POS Hardware Warranty Period

Warranty Period

POS Hardware

StoreHub Android D3 Pro

POS Hardware

18 Months

StoreHub Android D3 Mini

18 Months

StoreHub Android Falcon 1

12 Months

StoreHub Android Falcon 2

12 Months

StoreHub Android Swan 1

12 Months

StoreHub Android Swan 2

12 Months

StoreHub Android Swan 1

KDS

12 Months

Warranty Period

POS Hardware

StoreHub Android D3 Pro

POS Hardware

18 Months

StoreHub Android D3 Mini

18 Months

StoreHub Android Falcon 1

12 Months

StoreHub Android Falcon 2

12 Months

StoreHub Android Swan 1

12 Months

StoreHub Android Swan 2

12 Months

StoreHub Android Swan 1 KDS

12 Months

Warranty Period

POS Hardware

StoreHub Android D3 Pro

POS Hardware

18 Months

StoreHub Android D3 Mini

18 Months

StoreHub Android Falcon 1

12 Months

StoreHub Android Falcon 2

12 Months

StoreHub Android Swan 1

12 Months

StoreHub Android Swan 2

12 Months

StoreHub Android Swan 1 KDS

12 Months

Peripheral Hardware Warranty Period

Warranty Period

Peripheral Hardware

Thermal Receipt Printer

POS Hardware

12 months

Sticker Label Printer

12 months

Cash Drawer

12 months

2D Barcode Scanner

12 Months

WiFi Router

12 Months

Warranty Period

Peripheral Hardware

Thermal Receipt Printer

POS Hardware

12 months

Sticker Label Printer

12 months

Cash Drawer

12 months

2D Barcode Scanner

12 Months

WiFi Router

12 Months

Warranty Period

Peripheral Hardware

Thermal Receipt Printer

POS Hardware

12 months

Sticker Label Printer

12 months

Cash Drawer

12 months

2D Barcode Scanner

12 Months

WiFi Router

12 Months

What this means for merchants:

Protection against manufacturing defects: StoreHub will take steps to resolve the issue. If the POS hardware malfunctions or fails due to a flaw in how it was made or the quality of the materials used.

StoreHub’s commitment to resolution: StoreHub’s commitment includes options to repair the defect, provide a workaround, or ship a replacement unit (new, equivalent or refurbished) at no extra cost.
Peace of mind: This warranty offers merchants assurance that their investment in StoreHub’s core POS system is protected, minimising potential downtime and unexpected costs due to hardware failures.

Understanding Warranty Limitations

StoreHub’s Hardware Warranty Policy is designed to protect you from defects in materials and workmanship. However, it’s important to understand that the warranty does not extend to damage that falls outside the realm of ordinary wear and tear.

Here’s a more detailed breakdown of what “ordinary wear and tear” typically includes and why it’s usually excluded from hardware warranties:

Examples of What is Typically Considered “Ordinary Wear and Tear”:

Cosmetic damage: Scratches, dents, scuffs, or fading of the device’s appearance that don’t affect its functionality.
Dust and dirt accumulation: A normal amount of dust and dirt entering vents or crevices over time is considered wear and tear.
Wear on buttons or keys: Buttons might become slightly less responsive or show signs of polishing. Keypads can have worn-off lettering over a long period.
Gradual decrease in battery life (for devices with batteries): Batteries naturally degrade over time and with each charge cycle. A gradual decline in capacity is expected wear and tear, not a defect.
Loosening of connections over extended use: Minor loosening of screws or connections that occur after a long period of regular use might be considered wear and tear.
Normal ageing of components: Electronic components have a lifespan, and their gradual decline in performance over many years of use is generally considered normal ageing.

Here’s a more detailed breakdown of what “ordinary wear and tear” typically includes and why it’s usually excluded from hardware warranties:

Examples of What is Typically Considered “Ordinary Wear and Tear”:

Cosmetic damage: Scratches, dents, scuffs, or fading of the device’s appearance that don’t affect its functionality.
Dust and dirt accumulation: A normal amount of dust and dirt entering vents or crevices over time is considered wear and tear.
Wear on buttons or keys: Buttons might become slightly less responsive or show signs of polishing. Keypads can have worn-off lettering over a long period.
Gradual decrease in battery life (for devices with batteries): Batteries naturally degrade over time and with each charge cycle. A gradual decline in capacity is expected wear and tear, not a defect.
Loosening of connections over extended use: Minor loosening of screws or connections that occur after a long period of regular use might be considered wear and tear.
Normal ageing of components: Electronic components have a lifespan, and their gradual decline in performance over many years of use is generally considered normal ageing.

Exclusions to Hardware Warranty Coverage

Conversely, the Hardware Warranty will not cover damage arising from:

Accidents, such as drops, spills (liquid ingress), or physical impact.
Misuse, abuse, or neglect of the hardware.
Improper installation or maintenance is not in accordance with StoreHub’s guidelines.
Unauthorised modifications, repairs, or tampering with the hardware.
Damage caused by external factors including power surges, electrical storms, or extreme environmental conditions (temperature, humidity).
Damage from improper electrical supply.
Damage from pests or insects.
Data loss or corruption.
Use of the hardware in a manner inconsistent with its intended purpose and StoreHub’s specifications.
Failure due to the natural aging of internal electronic components such as electrolytic capacitors, circuit boards, connectors, buttons, batteries, or power supplies. While these components have a lifespan, their eventual failure due to age is considered outside the scope of a limited hardware warranty against manufacturing defects within the defined warranty period.

Damage resulting from external events or improper handling remains the responsibility of the user.

Dead on Arrival (DOA)

At StoreHub, we strive to ensure that all our POS hardware reaches you in perfect working order. However, in the unlikely event that your hardware arrives Dead on Arrival (DOA), we have a specific policy to ensure a swift resolution.

StoreHub considers hardware as DOA if it exhibits a substantial hardware malfunction that prevents basic operation upon the hardware delivery date within 7 business days. This excludes issues caused by incorrect setup, software configuration, or lack of expected features.

Important Considerations

Timeframe: the DOA notification timeframe of 7 business days upon the hardware delivery date as claims made outside this period will be handled under our standard Hardware Warranty Policy.

Original Packaging: Returning the hardware in its original packaging and its components is usually required for a DOA claim to be processed.
Physical Damage: This DOA policy does not cover hardware that is physically damaged upon arrival due to shipping mishandling. In such cases, you should immediately notify the shipping carrier and StoreHub to initiate a separate claim.
Software Issues: Problems related to software installation, configuration, or compatibility are generally not considered DOA hardware issues and will be addressed by our software support team.

Timeframe: the DOA notification timeframe of 7 business days upon the hardware delivery date as claims made outside this period will be handled under our standard Hardware Warranty Policy.

Original Packaging: Returning the hardware in its original packaging and its components is usually required for a DOA claim to be processed.
Physical Damage: This DOA policy does not cover hardware that is physically damaged upon arrival due to shipping mishandling. In such cases, you should immediately notify the shipping carrier and StoreHub to initiate a separate claim.
Software Issues: Problems related to software installation, configuration, or compatibility are generally not considered DOA hardware issues and will be addressed by our software support team.

Warranty Policy Procedure

To initiate a warranty claim for your StoreHub POS hardware, please follow the steps outlined below:

Contact StoreHub Customer Care

Reach out to our Customer Care team as soon as you discover a potential defect. You can contact us through the following channels:
- Email: [email protected]
- Phone: +6621712526 (Mon–Sun: 9.30AM–18.30PM)
- Chat: Chat via BackOffice (Mon–Sun: 9.30AM–18.30PM)

Provide Necessary Information

Our Customer Care team may ask you for the necessary details such as merchant account name, hardware information, proof of purchase, proof of issue and supporting evidence.

Initial Troubleshooting

Our Customer Care team may guide you through some basic troubleshooting steps to help identify the cause of the issue and determine if it is covered under warranty.

Warranty Eligibility Verification

StoreHub will verify if the reported defect is covered by the Hardware Warranty Policy. This includes confirming that the issue is due to a manufacturing defect and not excluded under the “Exclusions to Hardware Warranty Coverage” section.
We will also verify that the warranty period is still valid.

Hardware Return

Please carefully package the defective hardware in its original packaging, if possible, or in suitable packaging that provides adequate protection during shipping.
Include all original accessories, cables, and documentation.
Clearly mark the RMA number on the outside of the package (if any).
Ship the hardware to the address provided by StoreHub Customer Care.
Shipping Costs: StoreHub is responsible for the cost of shipping defective hardware for the warranty claim and repair, and StoreHub will cover the cost of return shipping for repaired or replaced units.
It is recommended to use a trackable shipping method and insure the package. StoreHub is not responsible for any damage or loss during return shipping.

Hardware Assessment and Resolution

Upon receiving the returned hardware, StoreHub will assess the defect.
StoreHub will, at its sole discretion, take one of the following actions:
- Repair: Repair the defective hardware and return it to the merchant.
- Replacement: Replace the defective hardware with a new or refurbished unit of equal or similar functionality.
- Refund: If repair or replacement is not possible or commercially reasonable, StoreHub may issue a refund for the purchase price of the defective hardware.

Return of Repaired or Replacement Hardware

StoreHub will ship the repaired or replacement hardware back to the merchant.

Important Notes:

StoreHub reserves the right to refuse warranty claims that do not comply with this procedure.
Any hardware returned that is found to be free of defects or has defects not covered by this warranty may be subject to a diagnostic fee and return shipping charges.

This detailed procedure should provide merchants with a clear understanding of the warranty claim process, minimising confusion and ensuring a smoother experience.

To initiate a warranty claim for your StoreHub POS hardware, please follow the steps outlined below:

Contact StoreHub Customer Care

Reach out to our Customer Care team as soon as you discover a potential defect. You can contact us through the following channels:
- Email: [email protected]
- Phone: +6621712526 (Mon–Sun: 9.30AM–18.30PM)
- Chat: Chat via BackOffice (Mon–Sun: 9.30AM–18.30PM)

Provide Necessary Information

Our Customer Care team may ask you for the necessary details such as merchant account name, hardware information, proof of purchase, proof of issue and supporting evidence.

Initial Troubleshooting

Our Customer Care team may guide you through some basic troubleshooting steps to help identify the cause of the issue and determine if it is covered under warranty.

Warranty Eligibility Verification

StoreHub will verify if the reported defect is covered by the Hardware Warranty Policy. This includes confirming that the issue is due to a manufacturing defect and not excluded under the “Exclusions to Hardware Warranty Coverage” section.
We will also verify that the warranty period is still valid.

Hardware Return

Please carefully package the defective hardware in its original packaging, if possible, or in suitable packaging that provides adequate protection during shipping.
Include all original accessories, cables, and documentation.
Clearly mark the RMA number on the outside of the package (if any).
Ship the hardware to the address provided by StoreHub Customer Care.
Shipping Costs: StoreHub is responsible for the cost of shipping defective hardware for the warranty claim and repair, and StoreHub will cover the cost of return shipping for repaired or replaced units.
It is recommended to use a trackable shipping method and insure the package. StoreHub is not responsible for any damage or loss during return shipping.

Hardware Assessment and Resolution

Upon receiving the returned hardware, StoreHub will assess the defect.
StoreHub will, at its sole discretion, take one of the following actions:
- Repair: Repair the defective hardware and return it to the merchant.
- Replacement: Replace the defective hardware with a new or refurbished unit of equal or similar functionality.
- Refund: If repair or replacement is not possible or commercially reasonable, StoreHub may issue a refund for the purchase price of the defective hardware.

Return of Repaired or Replacement Hardware

StoreHub will ship the repaired or replacement hardware back to the merchant.

Important Notes:

StoreHub reserves the right to refuse warranty claims that do not comply with this procedure.
Any hardware returned that is found to be free of defects or has defects not covered by this warranty may be subject to a diagnostic fee and return shipping charges.

This detailed procedure should provide merchants with a clear understanding of the warranty claim process, minimising confusion and ensuring a smoother experience.

How to Contact StoreHub Customer Care

To report an issue with a StoreHub POS Hardware or other inquiry, please contact our Customer Care at +662 171 2526 or submit an email to us at [email protected] or chat via BackOffice. Operating Hours: Mon–Sun: 9.30AM–18.30PM

Product Lifetime Policy

Once the Warranty Period expires, we will continue to support the application software on your StoreHub POS Hardware according to the Product Lifetime Policy.