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.
Warranty Policy Procedure
To initiate a warranty claim for your StoreHub POS hardware, please follow the steps outlined below:
- 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)
- 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.
- 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.
- 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.
- 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.
- 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.
- StoreHub will ship the repaired or replacement hardware back to the merchant.
- 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.
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.
