Warranty Policy

Introduction

NPOD (“NPOD”, “we”, “us”, or “our”) aims to provide customers with clear information about warranty coverage for products and services supplied by us.

This Warranty Policy explains the general process for checking warranty eligibility, submitting a warranty claim, and obtaining assistance for eligible products or services purchased through NPOD.

The warranty applicable to a particular product or service depends on the manufacturer’s warranty, the quotation or invoice, the product documentation, and any specific warranty terms agreed to in writing.

Please review the warranty details supplied with your product or order. This policy does not create a warranty that has not been offered or agreed to, and it does not limit any rights that cannot lawfully be excluded under applicable law.

Scope of This Policy

This policy applies, as relevant, to products and services supplied by NPOD, which may include IT hardware, networking equipment, infrastructure products, peripherals, and related installation or technical services.

The applicable warranty may be provided by:

• The manufacturer: Warranty coverage provided directly by the product manufacturer.
• NPOD: Any additional or separate warranty expressly provided by NPOD in writing.
• A service provider: Warranty coverage for installation, configuration, repair, or other services where expressly agreed.

Not every product or service includes all three types of warranty. The applicable coverage will be confirmed in the relevant quotation, invoice, product documentation, or written agreement.

Warranty Period

The warranty period may vary depending on the product, manufacturer, model, product category, and terms of sale.

The applicable warranty period and commencement date will be determined by the relevant manufacturer warranty, invoice, warranty certificate, or written agreement.

Where applicable, customers should retain their invoice, order confirmation, serial number, warranty certificate, and other purchase records.

Unless expressly confirmed in writing, a warranty period should not be assumed to start from the date of installation or deployment.

What May Be Covered

Subject to the specific warranty terms, eligible coverage may include defects in materials or workmanship, or product failures arising under normal and intended use during the applicable warranty period.

Depending on the product and the applicable warranty, the remedy may involve:

• Troubleshooting or technical assessment.
• Repair of an eligible product.
• Replacement of a defective component or product.
• Manufacturer-authorised service.
• Another remedy specified in the applicable warranty terms.

The availability of any particular remedy depends on the product’s warranty conditions, the assessment outcome, spare-part availability, and applicable law.

What May Not Be Covered

Unless the applicable warranty expressly provides otherwise, warranty coverage may not extend to issues arising from:

• Accidental damage, physical impact, liquid exposure, fire, electrical surges, or other external causes.
• Misuse, negligence, improper handling, or operation outside the product’s stated specifications.
• Installation, repair, modification, or servicing by an unauthorised person where this affects warranty eligibility.
• Use of incompatible components, accessories, software, or power supplies where this causes or contributes to the failure.
• Normal wear and tear or consumable parts excluded by the applicable warranty.
• Damage caused by improper storage, transportation, environmental conditions, or inadequate maintenance.
• Software, data, or configuration issues that are outside the applicable product warranty.
• Events or conditions specifically excluded under the manufacturer’s warranty or the written warranty supplied with the product.

These exclusions apply only to the extent permitted by the applicable warranty terms and law. They do not automatically exclude coverage for unrelated defects or any mandatory customer rights.

How to Submit a Warranty Claim

To request warranty assistance, contact NPOD through the official contact details listed on our Website.

Please provide the following information where available:

• Customer or organisation name.
• Invoice number, order reference, or proof of purchase.
• Product name, model, and serial number.
• Date of purchase or delivery.
• A description of the issue or observed defect.
• Relevant photographs, error messages, or diagnostic details, if requested and appropriate.
• Contact details and the product’s current location.

NPOD may request additional information reasonably necessary to identify the product, verify purchase details, assess the reported issue, and determine the applicable warranty process.

Please do not send passwords, confidential credentials, or unnecessary personal information when submitting a claim.

Warranty Claim Assessment

After receiving a claim, NPOD may conduct an initial review to establish the product identity, purchase details, reported issue, and applicable warranty.

Depending on the product and warranty provider, assessment may require remote troubleshooting, inspection, diagnostic testing, manufacturer approval, or physical examination of the product.

Submission of a claim does not automatically mean that the claim has been approved. Warranty eligibility and the available remedy will be determined under the applicable warranty terms and law.

If a claim is not covered, NPOD will communicate the reason where reasonably practicable. Any chargeable repair or service should be communicated to the customer for approval before proceeding, except where a different process has been validly agreed or is permitted by law.

Repair or Replacement

Where a warranty claim is approved, repair, replacement, or another remedy will be arranged according to the applicable warranty terms.

A replacement product or component may be new, refurbished, or equivalent where permitted by the applicable warranty and law. Any replacement must satisfy the applicable contractual and legal requirements.

Repair or replacement timelines may depend on manufacturer authorisation, diagnostic results, spare-part availability, transportation, and service-provider schedules.

NPOD will communicate any relevant next steps and available updates. No fixed turnaround time is guaranteed unless specified in the applicable written warranty or service agreement.

Shipping, Collection and On-Site Service

The responsibility for collecting, shipping, transporting, or returning a product will depend on the applicable warranty and the arrangements confirmed with the customer.

Before sending or handing over a product, customers should obtain instructions from NPOD or the authorised warranty provider. Products should be packed appropriately and accompanied by the requested claim or reference details.

On-site inspection, collection, installation, removal, transportation, or reinstallation may be chargeable if these services are not included in the applicable warranty. Any applicable charges should be communicated before the service is performed.

Data, Software and Customer Responsibilities

Before handing over a device for inspection, repair, or replacement, customers should back up important data and remove confidential information where appropriate and technically possible.

Customers are responsible for maintaining suitable backups unless a separate written agreement states otherwise. NPOD does not guarantee the preservation or recovery of data during hardware inspection, repair, replacement, or manufacturer service.

Customers should provide reasonable access to the product and relevant information needed for warranty assessment. Any access to customer systems or information must be handled in accordance with the applicable agreement, NPOD policies, and applicable law.

Installation and Service Warranty

Where NPOD provides installation, configuration, deployment, maintenance, or technical services, any warranty relating to that work will be governed by the relevant quotation, statement of work, service agreement, or written warranty.

A manufacturer’s product warranty does not automatically cover installation or configuration services. Similarly, a service warranty does not automatically extend the manufacturer’s warranty for the underlying product.

Ongoing support, maintenance, response times, escalation, and service commitments are governed by NPOD’s Service & Support Policy and any applicable service-level agreement.

Third-Party and Manufacturer Warranties

Some products may be covered directly by their manufacturers or authorised service centres.

Where appropriate, NPOD may help customers identify the relevant warranty provider or initiate a claim. The manufacturer or authorised provider may determine eligibility, diagnostic requirements, repair arrangements, and available remedies under its own warranty terms.

Any assistance provided by NPOD does not mean that NPOD assumes the manufacturer’s warranty obligations unless expressly agreed in writing or required by law.

Warranty Exclusions and Claim Rejection

A claim may be declined where the applicable warranty terms establish that the product or reported issue is not covered, including where the warranty period has expired or the issue results from an excluded cause.

Where reasonably practicable, NPOD will explain the basis for a declined claim and may identify any alternative chargeable service that is available.

Customers may request clarification or provide additional supporting information if they believe the assessment is based on incorrect or incomplete details.

Nothing in this policy removes any statutory rights or remedies available to customers under applicable law.

Limitation of This Policy

This policy provides general information about NPOD’s warranty process. The specific warranty supplied with a product or service, the applicable manufacturer terms, and the relevant transaction documents determine the coverage for that purchase.

Nothing in this policy excludes or restricts any consumer right, statutory warranty, remedy, or liability that cannot lawfully be excluded or restricted.

Changes to This Warranty Policy

NPOD may update this policy to reflect changes in its products, processes, or legal requirements. The latest version will be published on this page with an updated “Last Updated” date.

Any change to an existing customer’s agreed warranty will remain subject to the applicable transaction documents and law. Publishing a revised policy does not, by itself, remove or reduce an existing contractual or statutory right.