Warranty
This article is for:
Terms and Conditions
Limited Warranty
Polare AI Ltd and Europa Polare AI OÜ (referred to as 'Polare') provides a limited warranty on Polare products purchased in the United Kingdom and nominated European Union countries. See Nominated Countries.
Polare may not provide warranty service on products purchased or used outside the nominated countries at the end of this document. See Nominated Countries.
The limited warranty is valid only for products originally purchased from Polare or our authorized distributors or retailers. Any product purchased from an unauthorised dealer or person may not be entitled to receive warranty service.
The limited warranty period is 24 months from the purchase date. Polare reserve the right to provide warranty services after this period on a case-by-case basis.
The warranty period stars from the purchase date of your original product, regardless of replacements made during that period.
Proof of purchase and a valid product serial number (found in the QR code on your product) are required to receive any warranty service.
The warranty period stars from the purchase date of your original product, regardless of replacements made during that period.
Proof of purchase and a valid product serial number (found in the QR code on your product) are required to receive any warranty service.
RETAIN THE INVOICE OR RECEIPT to verify your purchase for any warranty claim. Polare may decline warranty service if the invoice or receipt cannot be verified.
Our warranty covers the physical hardware controller. Packaging, cables, and data are not covered under this warranty. For software warranty, see below.
The warranty does not cover damage caused by physical abuse, accident, natural disaster, or use outside Polare's advice and instructions. See Warranty Exemptions below.
The warranty does not cover any devices attached to a Polare controller.
Polare reserve the right to replace a defective product with the same model, an equivalent product, or an upgraded product. This warranty does not grant any rights to upgrading or substituting products. The maximum liability of Polare is equal to and no more than the product's purchased price.
Polare cannot provide refund or reimburse postage for faulty items. Products bought through Amazon should be returned to the Amazon store from which they were purchased, and returns are managed by Amazon.
Polare cannot provide refund or reimburse postage for faulty items. Products bought through Amazon should be returned to the Amazon store from which they were purchased, and returns are managed by Amazon.
Software Warranty
Any faults or defects in Polare software or service provision are not automatically covered under this limited warranty. The process for reporting and fixing software defects is:
Warranty Exemptions
Conditions disqualifying a product from Warranty include but are not limited to:
- Contact our Support staff at support@polare.ai or through the Live Chat feature on this portal.
- If this is a known issue or feature the Support staff will be able to provide a fix or direct you how to proceed.
- If our technical team confirm a software bug has been identified, we will inform you at the email address of your Polare user account if requested.
- Any identified bugs or issues will be prioritised in our development flow and fixes released in a future update. If you are the first to report a bug we will credit you if requested.
Warranty Exemptions
Conditions disqualifying a product from Warranty include but are not limited to:- Any defect caused by misuse, improper installation or maintenance not performed or instructed by Polare;
- Any defect caused by non-Polare firmware, software, viruses, self-made or non-public software;
- Any product beyond the warranty period;
- Any discrepancy between the product type, serial number and/or User account information;
- Any unauthorised disassembly or repair;
- Any defect caused by improper use outside the conditions and tolerances stated in the User Manuals (for example, conditions that are too hot/cold, wet/dry, electric current or voltage outside stated tolerances);
- Any defect caused by improper care or maintenance, such as mechanical damage, oxidation or rusting, chewing by animals, and so on;
- Any natural disaster such as fire, flood, lightning strike;
- Any other defects that are not caused by workmanship or product quality.
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