Warranties

What is the warranty period?

The products consist of several different parts and different parts may be covered by a different warranty period (hereinafter "Warranty Period"). The warranty period starts upon the customers receipt of the device. The different warranty periods are:

1. Twelve (12) months for the mobile device without battery and other accessories.
2. For accessory warranty information please see aegex.com.

If you need service under warranty

Prior to returning the device under warranty the customer and/or partner must make a best reasonable effort to resolve the fault. Support can be obtained from Aegex by opening a ticket at the support portal (www.aegex.freshdesk.com). Aegex will provide support through email and the support portal to assist the customer with either resolving the fault or creating a Return Material Authorization (an RMA) for returning the mobile device to Aegex. Aegex will respond to any support portal tickets received within 2 Business Days, Monday through Friday, 7:00 to 21:00 Greenwich Mean Time (GMT).

To return a product under warranty, the customer must apply for and receive an RMA from Aegex by using the Aegex support portal. Once you have received the an RMA, please return your product to Aegex or its designee using the instructions provided in an RMA communications you receive.

When you can make a claim

Any claim under this Standard Warranty is subject to you notifying Aegex or an Aegex authorized service company of the defect within a reasonable time of it having come to your attention and in any event no later than before the expiration of the warranty period.

What information you need to provide when you make a claim

When making a claim under this Standard Warranty you will be required to provide all the following:

1. Full details to enable return shipment of the repaired device:
1. Contact name
2. Company name
3. Postal Address
4. PO Box or ZIP/post code
5. Phone & fax Number
6. Email address for shipment tracking and correspondence


2. The Product information required:
1. Model part number
2. Serial number
3. Description of the fault

This information is mandatory to create an RMA for your claim. Failure to submit all requested information may result in delays to issue an RMA.

What is not covered under ‘Standard Warranty?’

This Standard Warranty does not cover:

• Normal wear and tear including without limitation; batteries, camera lenses, port covers, USB cables, power cords, and the glass display panel.
• Defects caused by using the product in an environment outside the operating specifications of the product.
• Defects or damage caused by misuse of the product, including use that is contrary to the instructions provided.
• Acts of nature, war or natural disasters.
• User manuals, third party software, settings, data & software license keys.
• Damage caused by incorrect or inadequate device protective packing for shipment to Aegex or an Aegex designee.
• Any attempt to modify, repair or enhance the product not sanctioned by Aegex.
• Submersion in any liquid or substance.
• Damage from any accidental or purposeful digitally malicious source (e.g. viruses, worms, trojans, logic bombs, hacking, or any other malicious or technologically harmful process.
• Loss or theft.

Shipping

The customer must obtain an RMA from the Aegex support portal prior to returning the device. Failure to do so may result in longer time-to-replace and/or charges to the customer.

Once an RMA is generated, Aegex or IBM TSS, (Aegex’s authorized representative), will make the best effort to repair or replace the device within fourteen (14) working days from receipt of returned devices to a regional IBM service center.

It is the customer’s responsibility to pay all costs for returning the faulty device to Aegex or Aegex’s authorized representative. These costs may include, but are not limited to, registered shipping, shipping insurance, and customs costs.

Customers are required to send the faulty product back to Aegex using a registered (and insured) courier service that can be tracked using a publicly available website.

The customer is responsible for using adequate protective packaging. Aegex strongly recommends customers retain some of the original Aegex product packaging in the event a device needs to be returned.

Aegex will pay registered shipping and insurance costs to return a device to the customer’s location, excluding customs charges in the destination country. The customer contact receiving the device will bear the responsibility to coordinate with the shipper to clear customs and make any other necessary payments.

Aegex is not responsible for lost, stolen, or misdirected shipments.

The warranty compliance of the returned device will be determined upon receipt by Aegex or Aegex’s authorized representative. If the mobile device is returned with non-warranty defects (e.g. a scratch on the active LCD screen, modifications to external surfaces) or any other non-warranty failure, you, the customer, must pay the cost of the repair/s or replacement or an RMA will be denied.
PRIOR TO RETURNING THE DEVICE YOU, THE CUSTOMER, MAY BE REQUESTED TO REMOVE AND RETAIN THE BATTERY.

YOU, THE CUSTOMER MUST REMOVE AND RETAIN THE CELLULAR NETWORK SIM CARDS, AND FLASH MEMORY CARDS. THE DEVICE WILL BE REPLACED AND ANY DATA ON IT WILL BE LOST. PLEASE BACK UP THE DATA ON YOUR DEVICES REGULARLY.

Other important information for you

It is the responsibility of the customer to ensure all software licenses, data and all company sensitive information is removed from the device prior to shipping. Aegex is not responsible for loss of any software, license keys, memory cards, SIMs, or data.

Limitation of Aegex liability

This Standard Warranty is your sole and exclusive remedy against Aegex and Aegex sole and exclusive liability in respect of defects in your product. This Standard Warranty replaces all other Aegex warranties and liabilities, whether oral, written, (non-mandatory) statutory, contractual, in tort or otherwise, including, without limitation, and where permitted by applicable law, any implied conditions, warranties or other terms as to satisfactory, quality or fitness for purpose.

However, this Standard Warranty shall neither exclude nor limit:

1. Any of your legal (statutory) rights under the applicable national laws or
2. Any of your rights against the seller of the product.
To the extent permitted by applicable law(s) Aegex does not assume any liability for loss of, or damage to, or corruption of data, for any loss of profit, loss of use of products or functionality, loss of business, loss of contracts, loss of revenues or loss of anticipated savings, increased costs or expenses, or for any indirect loss or damage, or for any consequential loss or damage.

To the extent permitted by applicable law, Aegex liability shall be limited to the purchase value of the Product. The above limitations shall not apply in case of gross negligence or intentional misconduct of Aegex or in case of death or personal injury resulting from proven Aegex negligence.

Your Product is a sophisticated electronic device. Aegex strongly encourages you to read and understand the user guide and instructions provided with and for the Product. Please also note that the Product might contain high precision displays, camera lenses and other such parts, which could be scratched or otherwise damaged if not handled very carefully.