Hardware Warranty Policy

This voluntary warranty is provided and administered by:

Percepta Solutions Ltd is the guarantor.

The registered office is not a hardware return address. Do not send products there unless Percepta specifically instructs you to do so.

All warranty claims and authorised returns must be handled through Percepta using the contact details and return instructions provided for the claim.

Eligibility

THIS VOLUNTARY WARRANTY APPLIES ONLY TO QUALIFYING ITEMS SOLD AS NEW. IT DOES NOT APPLY TO ITEMS SOLD AS USED, REFURBISHED, EX-RENTAL OR FOR PARTS.

When the warranty applies

This warranty applies only where all of the following conditions are met:

• The product was sold by Percepta as a new item
• The relevant product page, quotation or order confirmation expressly stated that a 12-month Percepta hardware warranty was included
• The product was bought directly from Percepta by the original purchaser
• The claim is made in accordance with these warranty terms

The existence of this policy page does not, by itself, create warranty cover for every product sold by Percepta.

Where a product page, quotation or order confirmation contains product-specific warranty terms, those terms apply alongside this policy. If there is a conflict, the product-specific terms will apply to the extent that they provide a more specific description of the cover.

Meaning of a new item

For the purposes of this warranty, new describes the condition of the product at the time it is sold by Percepta.

A product remains a new item where its packaging has been opened by or on behalf of Percepta solely for purposes such as:

• Inspection
• Photography
• Professional assembly
• BIOS or firmware updating
• Functional testing
• Stress testing
• Validation

The product must not previously have been placed into normal service or used by an end customer.

Opening packaging for one of the purposes above does not make the product used for the purposes of this warranty.

Once a qualifying new product has been sold, normal use by the customer in accordance with the manufacturer's instructions does not remove the warranty. The requirement that the item be new relates to its condition when sold, not to its remaining unused throughout the warranty period.

Items sold as used

This voluntary warranty does not apply to an item sold as:

• Used
• Refurbished
• Ex-rental
• For parts or not working
• Otherwise previously used in normal service

A used item is not covered by this voluntary 12-month warranty even where:

• It is in excellent condition
• It has experienced limited previous use
• It is supplied in original packaging
• Part of a supplier or manufacturer warranty may remain

The absence of this voluntary warranty does not remove any statutory rights that apply to the sale of a used product.

Original purchaser

The warranty is provided to the original purchaser named on the Percepta order and is not transferable.

Percepta may request reasonable proof of purchase before accepting a claim.

Unless a business quotation or order confirmation expressly states otherwise, this website warranty policy is intended for direct consumer purchases. Warranty terms applying to business purchases are those expressly stated in the relevant business quotation, order confirmation or contract.

The warranty lasts for 12 months from the date on which the product is delivered to the original purchaser.

The delivery date recorded in Percepta's order records or by the delivery carrier will normally be used as the start date.

The customer must notify Percepta of the claim before the 12-month warranty period expires.

Where a claim is notified before expiry, the product may be returned after the expiry date where it is sent within:

• The return period specified in Percepta's authorisation; or
• Another reasonable period agreed by Percepta in writing

Territory

This warranty applies only to products:

• Originally delivered to an address in the United Kingdom
• Returned from an address in the United Kingdom
• Presented for return or collection within the United Kingdom

Percepta is not responsible under this voluntary warranty for international collection, customs charges, import charges or international return carriage resulting from the customer taking the product outside the United Kingdom.

Repair or replacement period

A repair or replacement supplied under this warranty does not restart or extend the original 12-month warranty period.

The repaired or replacement product remains covered for the balance of the original warranty period.

The version of this warranty made available when the product was bought will apply to that purchase. A copy may be requested from Percepta in writing and in a form that can be saved and retained.

This warranty covers a qualifying hardware fault in the supplied product that:

• Arises within the warranty period
• Occurs during normal and correctly installed use
• Is caused by a defect in the supplied hardware
• Causes the product materially to fail to operate in accordance with its published specification or product description

Normal and correctly installed use means use:

• In accordance with the manufacturer's instructions
• With suitable and compatible supporting hardware
• With an appropriate power supply and cabling
• With adequate cooling and airflow
• Within the manufacturer's supported electrical, thermal and environmental conditions
• Without damage, misuse or unauthorised alteration

What the warranty is not

This warranty is not:

• Accidental-damage insurance
• A general technical-support contract
• A data-recovery service
• A compatibility guarantee for hardware or software not supplied by Percepta
• A right to return a working product after the change-of-mind period
• A guarantee that the product will achieve a particular benchmark, workload result, frame rate or level of performance beyond its published specification
• A guarantee against normal technological obsolescence, software changes or changes to third-party compatibility

Component bundles

Where a new component bundle is expressly sold with this warranty, the warranty applies to each new component included in that bundle.

If one component is believed to be faulty, only that component will normally need to be returned.

Percepta may request:

• A related component needed to reproduce the fault
• A cable, adapter or accessory required for testing
• The complete assembled bundle where testing the individual component is not reasonably possible

A qualifying warranty fault affecting one component does not automatically provide a right under this voluntary warranty to return the complete bundle for a refund.

This does not restrict any statutory right that may apply where the products form an inseparable commercial unit or where consumer law provides a different remedy.

All warranty claims must be raised directly with Percepta Solutions Ltd.

Do not return hardware before receiving written return instructions.

To begin a claim, use the secure contact form and provide:

• The Percepta order number
• The product name
• The product's serial or identifying number
• A clear description of the reported fault
• When the problem first occurred
• Relevant photographs
• Error messages, logs or diagnostic results
• Details of the system and other components used with the product, where relevant
• Details of troubleshooting already completed

Troubleshooting

Percepta may request reasonable and proportionate diagnostic or troubleshooting steps before authorising a return.

Depending on the reported issue, these may include:

• Confirming power, data and display connections
• Checking supported BIOS, firmware, drivers and settings
• Confirming the specifications of other system components
• Testing another supported cable, connector, slot or port
• Returning settings to manufacturer-supported values
• Testing the product in another suitable system where reasonably practicable
• Providing photographs, diagnostic reports or system logs

A customer will not be required to perform a diagnostic step that would be unsafe, disproportionately difficult or likely to damage the product.

Troubleshooting under this voluntary warranty will not be used to unreasonably delay a separate statutory remedy.

Once a return is authorised, Percepta will provide:

• A return reference
• The correct return address
• Packaging requirements
• Instructions concerning the return method

Products must not be returned directly to Percepta's supplier, a manufacturer or another repair provider unless Percepta expressly instructs the customer to do so in writing.

Where one component within a bundle is believed to be faulty, only the affected component will normally need to be returned.

Percepta may request:

• A related component reasonably required to reproduce or isolate the fault
• A particular cable, adapter or accessory required for testing
• The complete product where individual testing is not reasonably possible

The customer must return:

• The exact product supplied by Percepta
• A product with serial and identifying numbers matching Percepta's records
• Any accessory reasonably required to test the reported issue
• Any item specifically requested in the return instructions

The customer does not normally need to return unrelated components from a bundle.

Return packaging

Products must be suitably protected against:

• Electrostatic discharge
• Impact
• Crushing
• Moisture
• Movement within the parcel
• Damage to pins, sockets, contacts, connectors or circuit boards

Where available, the product should be returned in appropriate protective or retail packaging, placed inside suitable outer transit packaging.

Manufacturer retail packaging must not be used as the sole outer shipping container unless Percepta expressly agrees.

Do not write on or attach postage directly to retail packaging.

Damage caused or materially contributed to by inadequate return packaging is not covered by this warranty.

Before returning a device capable of storing data, the customer should back up and remove personal data, accounts, passwords and encryption keys where reasonably possible.

This warranty does not cover a fault, failure or damage caused or materially contributed to by:

• Accident, impact, crushing, dropping, fire or liquid exposure
• Contamination, corrosion, improper storage, misuse or neglect
• Incorrect installation, removal, handling, maintenance or transport
• Bent, broken, contaminated or otherwise damaged pins, contacts, sockets, connectors, circuit boards or mounting points
• Electrostatic discharge
• An unsuitable or defective power supply
• Incorrect power cables, adapters, cabling, voltage or polarity
• Electrical surge, unstable power or interrupted power
• Inadequate cooling, blocked airflow or incorrect thermal installation
• Operation outside manufacturer-supported electrical, thermal or environmental conditions
• Unsupported manual overclocking, overvolting or operation outside manufacturer-supported specifications
• Unofficial, modified or incompatible firmware or BIOS
• Use of an incorrect firmware or BIOS file
• Damage caused by interrupting or incorrectly performing a firmware or BIOS update
• Unauthorised modification, disassembly, alteration or repair
• Removal, alteration or defacement of a serial number or identifying label where this prevents verification of the product
• Fair wear and tear
• Cosmetic deterioration that does not affect hardware operation
• Consumable materials
• Software, drivers, operating-system configuration or third-party compatibility where no defect exists in the supplied hardware
• Failure or incompatibility of another product not supplied as part of the relevant purchase
• Use in an environment, application or workload expressly excluded by the manufacturer
• Loss, corruption or recovery of data, software, accounts, settings or files

Enabling a manufacturer-supported memory profile or another manufacturer-supported operating mode does not automatically invalidate the warranty. However, damage caused by unsupported settings, manual overvolting or operation outside manufacturer-supported limits is not covered.

Installing or removing a component does not automatically invalidate this warranty.

However, any fault or damage caused or materially contributed to during installation, removal, maintenance, modification or handling is not covered.

The presence of physical damage does not automatically determine every claim. Percepta will consider whether the damage caused or materially contributed to the reported failure.

Serial and identifying numbers may be recorded before dispatch.

Returned hardware will be:

• Checked against Percepta's order and dispatch records
• Visually inspected
• Tested where appropriate
• Assessed to determine whether the reported fault can be reproduced
• Assessed for evidence of excluded damage, use or alteration

Percepta may arrange for testing, repair or assessment to be carried out by a supplier, manufacturer or authorised repair provider acting on our behalf.

The customer's warranty claim will continue to be administered through Percepta unless we expressly instruct otherwise.

When assessing a claim, Percepta may consider:

• Diagnostic results
• Test logs
• Error records
• Photographs
• Physical inspection
• System configuration
• Supplier or manufacturer findings
• Other relevant technical evidence

No fault found

A claim may be declined under this voluntary warranty where:

• No hardware fault is found after reasonable testing
• The reported problem cannot be reproduced
• The product operates materially in accordance with its specification
• The problem is caused by unsupported software, configuration or third-party compatibility
• The problem was caused or materially contributed to by an excluded circumstance
• The product returned is not the product supplied by Percepta
• The serial or identifying number does not match Percepta's records

Where a claim is declined, Percepta will explain the material findings and available next steps.

The customer may provide further relevant evidence for consideration.

A no-fault-found result does not create a right to a refund outside an applicable cancellation right, statutory right or other contractual right.

Where no qualifying fault is found or the claim is excluded, the product will be returned to the customer. The customer may be required to pay the reasonable actual cost of that return carriage.

Percepta does not impose an automatic restocking fee or diagnostic penalty for assessing a warranty claim.

Where a qualifying warranty fault is confirmed, Percepta will, at its option and within a reasonable time:

• Repair the product
• Replace it with the same product
• Replace it with a functionally equivalent product of comparable specification
• Where repair or replacement is not reasonably available, provide an appropriate refund or price reduction

Percepta may take account of:

• The nature of the product
• The nature and severity of the fault
• Availability of replacement stock
• The proportionality of repair and replacement
• The expected repair time
• Whether the proposed remedy can be provided without unreasonable inconvenience

A supplier, manufacturer or authorised repair provider may carry out the repair or replacement on Percepta's behalf. The customer's warranty remains administered by Percepta.

Bundle remedies

For a warranty claim relating to one component of a bundle, the warranty remedy will normally apply to the affected component only.

Where a component-specific refund or price reduction is provided under this voluntary warranty, it will be based on a reasonable allocation of the bundle purchase price to that component.

Any refund under this voluntary warranty will not exceed:

• The amount paid for the affected individually purchased product; or
• The reasonable allocated value of the affected component within a bundle

This does not restrict a different remedy required by applicable consumer law.

Return carriage

Return arrangements must be agreed before the product is sent.

Depending on the apparent nature of the claim, Percepta may:

• Provide a prepaid standard return label
• Arrange a standard collection
• Ask the customer to arrange an appropriate standard return service

Where the customer is asked to arrange the return and a qualifying warranty fault is confirmed, Percepta will reimburse reasonable standard return costs that were agreed in advance and supported by appropriate evidence.

Where a qualifying fault is confirmed, Percepta will bear the reasonable standard cost of returning the repaired or replacement product to the customer.

Premium, timed, expedited, international or alternative carriage costs incurred without prior written agreement will not normally be reimbursed where a suitable standard method was available.

If no qualifying fault is found or the claim is excluded:

• The customer's inbound return cost will not normally be reimbursed
• The customer may be required to pay the reasonable actual cost of returning the product to them

Where the customer is relying on statutory rights rather than solely on this voluntary warranty, necessary return costs will be handled in accordance with applicable law.

The customer is responsible for backing up and removing personal data, software, passwords, accounts and encryption keys before returning a product where reasonably possible.

Testing, repair or replacement may require:

• Resetting the product
• Updating or reinstalling firmware
• Erasing settings
• Erasing data stored on the product

Percepta cannot guarantee the preservation of data during diagnosis, repair or replacement.

Unless Percepta expressly agrees otherwise in writing before the cost is incurred, this voluntary warranty does not include reimbursement of:

• Third-party diagnostic charges
• Third-party repair charges
• Removal or installation labour
• Reinstallation or system-rebuild costs
• Data recovery
• Replacement or reinstatement of software
• Loss of use
• Business interruption
• Loss of profit, revenue or opportunity

The exclusions in this section define the scope of the voluntary warranty only. They do not exclude or restrict any liability or remedy that cannot lawfully be excluded or restricted.

This is a voluntary commercial warranty provided in addition to the customer's statutory rights.

It does not exclude, restrict or replace any right or remedy available in relation to goods that were:

• Faulty
• Not of satisfactory quality
• Not fit for an agreed purpose
• Not as described
• Otherwise not in conformity with the contract

A customer does not have to rely on this warranty where a statutory remedy is available.

Expiry of the 12-month warranty does not, by itself, mean that all statutory rights have ended.

The conditions and exclusions in this warranty apply to claims made under the voluntary warranty. They do not remove a statutory right that applies independently of it.

For change-of-mind cancellations, statutory faulty-goods remedies and general return procedures, read the separate Returns & Cancellations Policy.

A copy of this warranty may be requested from Percepta in writing and in a form that can be saved and retained.