1. Warranty Overview

ITAD Store provides a 12-month Carry-In Warranty on applicable products sold through the store. The warranty is intended to cover qualifying hardware defects and failures occurring during normal use, subject to the product-specific terms, exclusions and limitations set out in this policy.

The warranty period starts on the date the customer receives the product by delivery or collects the product from ITAD Store.

The warranty provides for repair or replacement of a qualifying defective product. A refund will only be considered where neither a reasonable repair nor a reasonable replacement is available, subject always to applicable consumer-protection law.

2. Warranty Requirements

·        The customer must bring or send the product to ITAD Store for assessment. The warranty is a carry-in warranty and does not include on-site collection, installation or technical support unless separately agreed.

·        ITAD Store will assess and test the product before determining whether the reported failure is covered by this warranty.

·        The warranty applies only to the original purchaser/customer and is not transferable.

·        Proof of purchase is required for all warranty claims.

·        The product serial number, asset number or other identifying information must correspond with ITAD Store's sales or asset records.

·        The customer remains responsible for backing up data and removing personal or confidential information before submitting equipment for assessment or repair.

3. Warranty Remedies

Where a defect is confirmed to be covered by this warranty, ITAD Store will, at its discretion and subject to applicable law, repair the product or provide a reasonable replacement.

·        A replacement will be a reasonable and similar product, or a product of equal or better specification where reasonably available.

·        A replacement does not necessarily have to be the identical make, model, colour, capacity or configuration, provided it is reasonably equivalent or better in function and specification.

·        Where neither a reasonable repair nor a reasonable replacement is available, a refund may be considered in accordance with applicable law.

·        ITAD Store is not required to provide an identical replacement where that product is no longer available.

4. General Warranty Exclusions

Unless a product-specific section expressly states otherwise, the following are excluded from warranty coverage:

·        Physical damage, including drops, impacts, cracks, broken connectors, bent components, damaged ports or other customer-induced physical damage.

·        Liquid, moisture or spill damage.

·        Electrical damage caused by lightning, power surges, brownouts, power fluctuations, unstable electrical supply, power interruptions or incorrect voltage.

·        Damage caused by improper installation, configuration or use.

·        Damage caused by misuse, abuse, neglect or operation outside the manufacturer's specifications.

·        Damage caused by unauthorized repairs, modifications, tampering or component alterations.

·        Damage caused by third-party components, accessories, adapters or power supplies not approved or supplied for use with the equipment.

·        Cosmetic damage that does not affect the functionality of the product.

·        Normal wear and tear and consumable components, except where this policy specifically states that the component is covered.

·        Damage caused by fire, flooding, smoke, corrosion, environmental conditions or inadequate airflow.

·        Software, operating-system, malware, virus or user-configuration issues unless specifically stated otherwise.

·        Data loss, data recovery, data restoration or the cost of recovering or recreating data.

·        Loss of use, business interruption or consequential losses arising from a product failure, to the extent permitted by applicable law.

5. Dead on Arrival (DOA) / Defective on Arrival

For purposes of this policy, Dead on Arrival (DOA) or Defective on Arrival means a product that is found to be non-functional due to an inherent hardware defect immediately upon initial receipt or use, provided there is no evidence of physical, liquid, electrical or other customer-induced damage.

The DOA period is 7 calendar days from the date of receipt of delivery or collection.

A product reported as DOA remains subject to assessment and testing by ITAD Store. A product is not automatically deemed DOA solely because it is reported as such by the customer.

Where a qualifying DOA defect is confirmed, ITAD Store will seek to repair or replace the product as appropriate. Where neither a reasonable repair nor a reasonable replacement is available, a refund may be considered in accordance with applicable law.

6. Desktop Computers & Workstations

Desktop computers and workstations carry a 12-month warranty on covered internal hardware failures arising during normal use.

Covered

·        Internal hardware component failures occurring during normal use.

·        Motherboards, processors, memory, storage devices and other internal components, subject to the specific exclusions in this policy.

·        CMOS/RTC batteries.

·        Cooling fans.

Not Covered

·        Power supplies, except where the power supply is confirmed to have been DOA under the DOA provisions of this policy.

·        Electrical damage caused by lightning, power surges, power fluctuations, unstable electrical supply, incorrect voltage or electrical interruption.

·        Physical or customer-induced damage.

·        Liquid or moisture damage.

·        Damage resulting from misuse, abuse, improper installation or operation outside manufacturer specifications.

·        Unauthorized repairs, modifications, tampering or component alterations.

·        Operating-system and software issues, including Windows activation/licensing issues caused by the customer, driver problems, software conflicts, malware, viruses, user configuration and other software-related faults.

·        Data recovery, data restoration or loss of data.

·        Reinstallation or configuration of operating systems and software.

7. Laptops

Laptops carry a 12-month warranty on qualifying hardware failures, subject to the specific battery and charger limitations below.

Covered

·        Internal hardware failures occurring during normal use.

·        Motherboards, processors, memory, storage devices, displays, keyboards, touchpads, ports and other internal hardware, subject to the exclusions below.

·        CMOS/RTC batteries.

·        Cooling fans.

Battery & Charger Warranty

·        Laptop batteries carry a 3-month warranty.

·        Laptop chargers/adapters carry a 3-month warranty.

·        Battery warranty covers failure of the battery to function or charge normally due to a defective battery.

·        Normal reduction in battery capacity resulting from age, charge cycles and usage is considered normal wear and is not covered.

·        User usage and battery condition may be assessed at the time of return when determining whether a battery fault is a qualifying warranty defect.

·        The above usage assessment does not limit the DOA provisions where a battery or charger is confirmed to have been defective on arrival.

Laptop-Specific Exclusions

·        Accidental damage, including drops, cracked screens, impacts, dents or liquid spills.

·        Hinge damage caused by impact, force, misuse or physical damage. Hinges are covered only where the hinge itself is determined to have been defective at the time of receipt.

·        Broken, missing or physically damaged keys.

·        Liquid damage to the keyboard, touchpad or internal components.

·        Software issues, including operating-system crashes, driver errors, viruses, malware, software conflicts and issues caused by user-installed software.

·        Normal cosmetic wear, scratches, dents, worn keys and natural battery capacity degradation.

·        Unauthorized repairs, DIY repairs, third-party component upgrades, tampering or broken security seals resulting from improper opening of the chassis.

·        External power damage caused by surges, improper power supplies, generic chargers or electrical interruptions.

·        Data recovery, data restoration or loss of data.

8. Monitors — 12-Month Limited Warranty

Monitors carry a 12-month Limited Warranty covering qualifying internal hardware failures as described below.

Covered

·        Internal component failures, excluding no specific component category for capacitors; capacitors are not excluded under this policy.

·        Dead backlights.

·        Port malfunctions where the port failure is caused by an internal hardware defect and not physical or customer-induced damage.

Definition of Dead Backlight

A dead backlight means a failure of the monitor's internal backlighting system resulting in the display being substantially or completely unilluminated during normal operation, where the underlying cause is an internal hardware defect.

Not Covered

·        Accidental damage, including drops, cracks, physical impacts and liquid spills.

·        Power surges or electrical damage caused by lightning, power fluctuations, outages, unstable electrical supply or incorrect voltage.

·        Cosmetic wear, including scratches on the casing, stand or bezel that do not affect performance.

·        Unauthorized modifications, opening the monitor casing, tampering or attempted self-repairs.

·        Screen burn-in or permanent image retention on OLED or other display panels.

·        Panel uniformity, brightness variation, minor backlight bleed, image characteristics or other display characteristics that do not constitute a covered hardware failure.

Dead & Stuck Pixel Policy

ITAD Store recognises that individual pixel defects can occur in LCD, LED, OLED and other display technologies. A monitor will qualify for warranty replacement or repair for pixel defects where the number, type and location of defective pixels materially exceeds the manufacturer's stated acceptable pixel-defect tolerance for the applicable panel, or where a complete display failure is otherwise confirmed.

A single dead, stuck or sub-pixel defect, or a small number of isolated pixel defects within the manufacturer's acceptable tolerance, will not by itself constitute a warranty failure. Where no manufacturer pixel-defect standard is available, ITAD Store will assess the defect reasonably based on the nature, number and visibility of the affected pixels and their impact on normal use.

Pixel defects must be present during assessment and must not have resulted from physical impact, pressure, liquid damage or other customer-induced damage.

9. Servers

Servers carry a 12-month warranty on qualifying hardware failures arising during normal use.

Covered

·        Defective internal hardware components.

·        Motherboards and system boards.

·        Power supplies.

·        RAM and memory modules.

·        Hard drives and solid-state drives, subject to the storage-device provisions of this policy.

·        Other internal hardware components where failure is determined to be a qualifying hardware defect.

·        Manufacturing defects and failures originating from defective materials or workmanship.

Not Covered

·        Operating systems, software installations, software configuration and third-party applications.

·        Data corruption, malware, viruses and software-related faults.

·        Physical and environmental damage, including drops, liquid spills, fire, smoke, corrosion or inadequate airflow causing overheating.

·        Power damage caused by surges, lightning strikes, unstable electrical current or UPS failures.

·        Misuse, overclocking, improper installation, unauthorized modification or repairs attempted by unauthorized third parties.

·        Consumables and parts that are designed to degrade through regular upkeep, including air filters.

·        Data loss, data recovery or data restoration.

·        RAID configuration, RAID reconstruction, hypervisor configuration or recovery of data from failed arrays.

·        Firmware or BIOS configuration issues caused by customer changes or unauthorized updates.

10. Switches & Routers

Second-hand and refurbished switches and routers carry a 12-month warranty on qualifying hardware defects only.

Covered

·        Hardware failures caused by defects in manufacturing, materials or workmanship.

·        Failure of internal hardware components where the fault is determined to be a qualifying hardware defect.

Not Covered

·        Software, firmware and IOS configuration or support.

·        Software bug fixes, feature upgrades and new operating-system or firmware releases.

·        Security patches, security updates, vulnerability fixes or defensive updates are expressly excluded from this warranty, including where the manufacturer no longer provides such updates for older or discontinued models.

·        Network configuration, customer-created configuration errors or compatibility issues.

·        Damage from abnormal electrical stress, power surges, lightning, unstable electrical supply or incorrect voltage.

·        Alterations or modifications not performed or approved by the manufacturer.

·        Improper installation, incorrect rack mounting or incorrect cabling.

·        Fire, flood, liquid or environmental damage.

·        Normal cosmetic wear and tear.

·        Damage resulting from unsupported third-party accessories, modules, power supplies or network equipment.

11. Hard Drives & Solid-State Drives

Hard drives and solid-state drives carry a 12-month warranty on qualifying hardware failures.

Covered

·        Manufacturing defects caused by faulty materials or poor workmanship.

·        Sudden hardware failure, including component or controller failure that prevents the drive from functioning under normal operation.

Not Covered

·        Reaching maximum endurance or wear limits, including total terabytes written (TBW), drive writes per day (DWPD) or equivalent manufacturer endurance limits.

·        Predictive SMART wear warnings or health alerts indicating consumable life or expected wear rather than a hardware defect.

·        Data loss, data recovery or the cost of backing up, restoring or recreating data.

·        Physical or environmental damage, including misuse, abuse, accident, power surges, fire, liquid spills or improper installation.

·        Unauthorized modification, disassembly, third-party repair or tampering.

·        Operation outside manufacturer-specified thermal or environmental limits.

·        Failures caused by incompatible or defective third-party hardware or software, including backplanes, RAID controllers, adapters or unapproved firmware updates.

·        Failure resulting from corrupted firmware or firmware updates from unapproved sources.

12. Data & Backup Disclaimer

IMPORTANT — DATA IS NOT COVERED BY THIS WARRANTY.

Customers are solely responsible for maintaining current, verified and usable backups of all data before submitting any computer, server, laptop, hard drive, SSD, storage device or other equipment for warranty assessment, repair or replacement.

ITAD Store does not warrant the preservation, recovery, restoration or integrity of customer data. Warranty testing or repair may require formatting, resetting, replacing or otherwise altering storage devices. Customers should remove confidential, personal and business information before returning equipment wherever reasonably possible.

ITAD Store will not be responsible for loss, corruption or inability to recover data arising during warranty assessment, repair or replacement, to the extent permitted by applicable law.

13. Operating Systems & Software

Unless expressly stated otherwise on the applicable product listing, this warranty is a hardware warranty and does not include software support.

·        Windows activation or licensing issues caused by the customer.

·        Operating-system crashes or corruption.

·        Driver problems.

·        Software conflicts.

·        Viruses and malware.

·        Problems caused by user-installed software.

·        User configuration or configuration changes.

·        Data recovery or restoration.

·        Operating-system or software reinstallation.

·        Third-party applications, licenses, subscriptions or software compatibility.

14. Warranty Claim & Assessment Process

·        The customer must provide proof of purchase and submit the product to ITAD Store for assessment.

·        ITAD Store will inspect and test the product to establish the reported fault and determine whether the fault falls within warranty coverage.

·        The customer may be asked to provide passwords, access information or other reasonable information required to test the equipment. Customers should not provide passwords to personal accounts where access is unnecessary.

·        If a qualifying warranty defect is confirmed, ITAD Store will proceed with repair or a reasonable replacement, subject to availability and applicable law.

·        If the reported fault is not covered, ITAD Store will explain the reason for the warranty rejection where reasonably possible.

·        Where a non-covered repair is technically possible, ITAD Store may offer a separate paid repair quotation.

·        Equipment may be returned to the customer after assessment, repair or replacement in accordance with the applicable process.

15. Repair & Replacement Warranty

Where a product is repaired under warranty, the repair and any replacement parts installed will be subject to the warranty rights applicable to the repair under applicable law.

Where a product is replaced under this warranty, the replacement is intended to remedy the original warranty claim and will be of reasonable and similar or better specification. The original warranty period does not automatically restart solely because a product is repaired or replaced, unless required by applicable law.

16. Customer Responsibilities

·        Use the product in accordance with reasonable operating practices and, where applicable, manufacturer specifications.

·        Protect equipment from liquid, moisture, excessive heat, electrical instability and physical impact.

·        Maintain appropriate backups of all important data.

·        Provide the product, proof of purchase and identifying information required for assessment.

·        Do not attempt unauthorized repairs or modifications where doing so may affect warranty coverage.

·        Use appropriate and compatible power supplies, adapters, cables and accessories.

17. Statutory Consumer Rights

Nothing in this policy is intended to exclude, restrict or waive any consumer right, remedy or protection that cannot lawfully be excluded or limited under applicable South African law, including rights under the Consumer Protection Act 68 of 2008, as amended.

Where a statutory consumer right applies and provides a remedy or protection greater than the voluntary warranty terms in this policy, the applicable statutory right will prevail to the extent required by law.

18. General Terms

·        This warranty applies to products for which a warranty is expressly stated on the applicable ITAD Store listing, invoice or sales documentation.

·        Product-specific terms in this policy apply in addition to the General Warranty Exclusions.

·        Where a product category is not specifically listed, the Standard Warranty terms and General Warranty Exclusions will apply unless the product listing states otherwise.

·        ITAD Store reserves the right to update this warranty policy for future purchases. Changes will not retrospectively remove rights applicable to products already purchased.

·        Any matter not specifically addressed in this policy will be handled reasonably and in accordance with applicable law.

19. Warranty Summary

Product Category	Warranty	Key Limitations
Desktop Computers / Workstations	12 Months	Power supplies: DOA only; general exclusions apply
Laptops	12 Months	Batteries and chargers: 3 months; accidental/physical damage excluded
Monitors	12 Months Limited	Pixel tolerance, burn-in, physical/electrical damage excluded
Servers	12 Months	Hardware covered, including power supplies; data/software excluded
Switches / Routers	12 Months	Hardware only; security patches/updates expressly excluded
Hard Drives / SSDs	12 Months	Wear/endurance, data loss and external damage excluded
Power Supplies	DOA only	Applies where sold as standalone/product-specific item unless listing states otherwise