Warranty and Support
Version: 1.1
Effective Date: September 1, 2025
I. Introduction and Scope
AurCore Technology products include a standard three-year warranty. This warranty is granted solely to the original end-user customer (hereinafter the ‘Customer’) who purchased the product for personal use within the country or region of purchase, and it is non-transferable. Warranty services will be provided exclusively by AurCore Technology or its authorized channel partners (collectively referred to as ‘AurCore’ for the purposes of this warranty), in accordance with the terms and conditions outlined in this document.
Separately purchased accessories include a one-year warranty. Third-party branded products are covered under their respective manufacturer warranty terms and conditions.
II. Warranty Period and Coverage
Definition: ‘Starting Date,’ as used in this warranty policy, refers to the date on which the product is delivered from the AurCore manufacturing facility.
Warranty: The warranty period for hardware is three (3) years. If the hardware incurs problems in material and workmanship under normal authorized use consistent with the product instructions within the warranty period, AurCore at its sole discretion will either repair or replace the faulty hardware. The replacement hardware may be new or refurbished equipment of the same type, function and quality. The faulty hardware which has been replaced becomes AurCore property. AurCore will use commercially reasonable efforts to ship replacement hardware within ten (10) business days after confirming the RMA request or be billed for the replacement material at full invoice price. Actual delivery times may vary depending on customer location.
Replacement Parts Warranty: The warranty period for any replacement part is the remainder of the original product warranty period or ninety (90) days from the date of shipment of the replacement part, whichever is longer.
Dead On Arrival (DOA): Within thirty (30) days from the Starting Date, AurCore will provide expedited replacement of hardware that has no appearance damage upon unpacking but fails to operate within forty-eight (48) hours of initial installation. "Fail to operate" means a material failure to substantially perform in accordance with the hardware's technical specifications (excluding exterior imperfections that do not materially affect hardware performance). AurCore will ship a replacement unit or part within seven (7) business days of confirming the DOA failure. Defective hardware must be returned within ten (10) business days after receiving the replacement or be billed for the replacement material at full invoice price.
III. Warranty Service Provisions
3.1 Technical Support
AurCore provides technical support during standard business hours (9:00 AM to 5:00 PM local time, Monday through Friday, excluding public holidays) through multiple channels including phone, email, and online support portal.
3.2 Hardware Replacement
For qualified warranty claims, AurCore will ship replacement parts within ten (10) business days of confirming the defect and issuing a Return Materials Authorization (RMA). Next-business-day shipment may be available for critical situations, subject to product availability and additional service fees.
3.3 Dead on Arrival (DOA) Policy
Products confirmed as dead-on arrival within thirty (30) days of purchase will receive expedited replacement within seven (7) business days of confirmation.
3.4 Advanced Replacement Service
AurCore may provide Advance Replacement Service (ARS) with a charge to cover a period of purchased warranty from the starting date. Under the terms of ARS, AurCore will ship replacement material directly to Customer if the hardware is deemed defective under a valid RMA number. Upon receiving the replacement material, Customer is required to return the defective hardware to AurCore designated service center, in the packaging that arrives with the replacement unit, within ten (10) business days of RMA approval or be billed for the replacement material at full invoice price.
3.5 Out-of-Warranty Service
After the warranty and service coverage ends, AurCore may provide out-of-warranty service for reasonable fees. If AurCore determines that repairing a defective product is not practical, AurCore has the option to replace it with a refurbished or equivalent product instead. The customer is responsible for all costs related to out-of-warranty service, including shipping, service, parts, and other associated charges.
IV. Warranty Claim Process
To obtain warranty service, Customers must:
· Contact AurCore Technical Support or authorized service partner
· Provide product serial number and proof of purchase
· Describe the issue and complete basic troubleshooting
· Obtain RMA number before returning any products
· Return defective products within ten (10) business days of receiving replacements or be billed for the replacement material at full invoice price.
V. Warranty Exclusions
The warranty does not cover or is void under the following conditions:
· The serial number of the product or component has been removed, altered, or rendered illegible.
· Defects arising from accident, misuse, abuse, contamination, improper or insufficient maintenance or calibration, or other external causes.
· Failures resulting from virus infection, third-party software, interfacing, or the use of parts or supplies not provided by AurCore.
· Damage caused by inadequate site preparation or maintenance, or by operation under abnormal conditions.
· Loss of, or damage incurred during transit.
· Products that have been modified, altered, or serviced by non-authorized personnel.
· Damage to, or loss of, personal data, programs, or removable storage media.
· Restoration or reinstallation of data or programs, except for the software originally installed by AurCore at the time of manufacture.
· Consumable components, including but not limited to batteries or protective coatings, which naturally deteriorate over time, unless failure occurs within the DOA period and is attributable to defects in AurCore’s materials or workmanship.
· Cosmetic damage, including but not limited to scratches, dents, broken plastics, metal corrosion, or mechanical damage, unless such damage occurs within the DOA period and is attributable to defects in AurCore’s materials or workmanship.
· Engineering samples, evaluation units, or non-mass production products are excluded from warranty coverage.
· The maximum liability under this warranty shall not exceed the original purchase price of the product.
VI. Extended Warranty
An extended warranty, including extended warranty for advance replacement, may be purchased at the time of the initial sale for an additional fee. The extended warranty must be purchased concurrently with the original product and cannot be obtained retroactively. The extended warranty applies solely to the original hardware of AurCore products and excludes any components not factory-installed by AurCore.
For further information, please reach out to the sales team.
VII. Customer Obligations
· Facility Access and Support - When on-site service is specified in the service level agreement, the customer must ensure adequate and unobstructed access to their premises and the equipment requiring support. This includes providing appropriate workspace, power supply, and essential diagnostic tools.
· Collaboration for Remote and On-site Support - The customer commits to supplying all relevant information and assistance necessary for conducting telephone or remote diagnostic procedures and determining the appropriate level of support intervention required.
· Data Protection - Regular data backups are strongly advised, particularly before any RMA (Return Merchandise Authorization) services commence. AurCore assumes no liability for any damage to or loss of personal data, software applications, or removable storage devices during service operations.
VII. Policy Management
AurCore reserves the right to modify this warranty policy at any time. The most current version will be available on AurCore's official website. This policy supersedes all previous warranty documents and becomes effective from the date of publication.
For complete warranty details and product-specific information, please visit http://www.aurcore.net or contact AurCore Technical Support support@aurcore.net.