white-diamonds-v

LINK LABS POLICY FOR RETURNS, EXCHANGES, AND PRODUCT WARRANTY - HARDWARE SALES

Link Labs, Inc. ("Link Labs") warrants that, for a period of one (1) year from the delivery date, its hardware products will (a) perform according to the published specifications at the time of delivery, and (b) be free from defects in materials and workmanship, except for minor deviations in hardware that do not affect functionality. If a Link Labs Product fails to meet this warranty, and subject to the conditions outlined herein, Link Labs' sole obligation, at its discretion, is to repair or replace the defective product.


LINK LABS MAKES NO OTHER WARRANTIES, EXPRESS OR IMPLIED. ALL IMPLIED WARRANTIES, INCLUDING BUT NOT LIMITED TO MERCHANTABILITY, NON-INFRINGEMENT, TITLE, AND FITNESS FOR A PARTICULAR PURPOSE, ARE EXPRESSLY DISCLAIMED. IN NO EVENT SHALL LINK LABS BE LIABLE FOR PUNITIVE, SPECIAL, OR CONSEQUENTIAL DAMAGES, NOR FOR ANY AMOUNT EXCEEDING THE PURCHASE PRICE OF THE DEFECTIVE PRODUCT, REGARDLESS OF THE BASIS OF THE CLAIM.


This warranty does not cover any Link Labs Products that have been (a) damaged by natural events, power surges, improper installation, or multiple reflow soldering passes; (b) altered, abused, or used for purposes other than those intended; (c) repaired by the Customer or any third party without Link Labs' prior written authorization; or (d) used in any manner inconsistent with Link Labs' provided instructions.


If Link Labs repairs or replaces a defective product under this warranty, the repaired or replaced product will be covered for the remainder of the original warranty period. The warranty term will not be extended beyond one (1) year from the original delivery date.This warranty constitutes the entire agreement between the Customer and Link Labs regarding product warranties and supersedes all prior statements, representations, and agreements, whether written or oral, by Link Labs or its distributors or sales representatives. Any modifications to this warranty, including those contained in other warranty or service agreements, shall only apply if accepted by both the Customer (or specified distributor, if applicable) and Link Labs in a signed agreement (e.g., an Extended Warranty Services Agreement).


All disputes arising from or related to the purchase or use of Link Labs Products, including warranty claims, shall be governed by the laws of the State of Maryland, without regard to its conflict of laws principles. Any legal action must be brought exclusively in the federal or state courts located in Maryland. By accepting the products, the Customer consents to the personal jurisdiction of these courts and waives any objections to jurisdiction or venue.  YOU HEREBY WAIVE THE RIGHT TO A JURY TRIAL.

Return Policy
All equipment returns, whether under a Warranty claim or otherwise, must be requested by the Customer according to the process outlined in the latest version of LL-DOC-RET-001, Return Materials Authorization Process. Each return request will generate a support ticket to ensure proper tracking and accurate processing of the return. Link Labs Support will approve all return requests through the Zendesk ticketing system, and Link Labs Operations will issue the Return Material Authorizations (RMA).

Whenever possible, equipment returned under a Warranty claim should be in its original packaging and identified by its MAC address (or other serial number) and the original Customer Purchase Order or Link Labs Sales Invoice number. If the original packaging is unavailable, the Customer is responsible for securely packing and shipping the authorized return equipment.

If the preliminary deployment design results in excess equipment, any unused equipment that the Customer does not wish to retain as spare may generally be returned. Excess equipment must be returned unused, unmarked, and in original packaging with all original components (e.g., antennas, power supplies, mounting hardware, etc.) included to be eligible for a full refund. Equipment that does not meet these conditions will not receive a full refund. Credit for such equipment will be determined by Link Labs based on inspection and testing upon receipt.

Link Labs maintains detailed records of shipped hardware by serial number and sales order. To validate the timeline for Warranty claims, Customers are encouraged to provide the original packing slip and/or other proof of receipt against a Link Labs Sales Order when submitting a warranty claim.

Cost Burden
Link Labs will coordinate directly with the Customer to arrange the return of equipment. Shipping costs for replacement equipment and the return of defective or excess equipment will be allocated as follows:

  • Case 1: Warranty Claim - Confirmed Defective Equipment
    If Link Labs confirms the equipment is defective, Link Labs will cover all ground shipping costs. This may be arranged through Link Labs' preferred shipping account or as a credit to the Customer. The Customer is responsible for any additional costs if expedited shipping is requested.
  • Case 2: Warranty Claim - Non-Defective Equipment
    If Link Labs determines the equipment is not defective, the Customer will be responsible for all shipping costs, including the return of the non-defective equipment and any pre-shipped replacement units. If the returned unit is not shipped back, Link Labs may issue a partial credit based on the condition of the equipment.
  • Case 3: Return of Excess Equipment (only allowed when the customer order agrees in writing by both parties that there may be a return of excess equipment)
    The Customer is responsible for all shipping costs and ensuring the equipment's condition upon return. Shipping costs may be handled via the Customer's preferred shipping account, direct billing, or reduced credit for the equipment. A minimum restocking fee of 10% applies to all credits. Credit will be issued as follows:
    • 100% Credit (less 10% restocking fee): Equipment is in like-new condition, with original packaging and no markings.
    • 95% Credit (less 10% restocking fee): Equipment is in like-new condition but has minimal packaging deficiencies (e.g., not in the original box, but securely packed) and passes testing requirements.
    • Up to 50% Credit (less 10% restocking fee): Equipment cannot be returned to inventory as new but can be repurposed as test or demo equipment.
    • 0% Credit: Equipment is broken, marked up, modified, or fails testing due to Customer actions.
  • Case 4: Other Circumstances
    For any situation not covered above, Link Labs and the Customer will agree on and document the cost responsibilities in a separate agreement.

Out of Warranty Repair Procedures and On-Site Service for U.S. and Canadian Customers
Link Labs does not provide on-site service for the repair of defective products or to address installation issues related to repaired or replacement products. However, online and call center support for troubleshooting is available. For assistance, please contact us at:

  • Technical Support: 1-202-524-1390
  • Ticketing: Submit a Ticket
  • Email: support@link-labs.com

For out-of-warranty service, products must be shipped, freight prepaid, to the following address:

Link Labs, Inc.
Attn: Repairs
49 Old Solomons Island Rd, Suite 300
Annapolis, MD 21401, U.S.A.

A Return Materials Authorization (RMA) must be obtained prior to shipping and must be included with the package. The Customer must authorize any repair or component replacement in advance. The Customer is responsible for all associated costs, which will be billed directly. Out-of-warranty repairs will be charged according to the current Schedule of Fees. To obtain a 
Order Cancellation: All orders are non-cancelable, unless specifically agreed to in writing by both parties with the placement of the order. The Customer must obtain written permission from Link Labs before returning any products or materials. All returns must include a Return Authorization Number provided by Link Labs. Any returns without this authorization will be rejected. Custom products manufactured according to the Buyer’s specifications or special requirements are non-returnable under any circumstances.

Claims: All non-warranty claims, including but not limited to requests to return excess equipment when agreed to in writing by both parties prior to shipment, must be submitted to Link Labs within fifteen (15) days of receipt of the goods. If a Customer deployment is scheduled beyond this fifteen-day period, the Customer must notify Link Labs of the deployment date. In such cases, any non-warranty claims must be submitted within fifteen (15) days following the completion of the deployment. All warranty claims must be submitted to Link Labs within twelve (12) months of the purchase date. Claims submitted after this period will not be accepted.
 
Receipt of Goods: Goods are considered received by the Customer upon delivery by a third-party agent (e.g., UPS or FedEx), as documented in the online record of delivery confirmation, typically including a signature on-site by the receiving agent. Upon delivery, the Customer shall immediately inspect the goods and must, within one business day, verify that the quantities received match the amounts ordered and that the equipment is free from visible damage or defects. If no discrepancies or defects are reported in writing within one business day of delivery, the risk of loss or damage to the goods transfers to the Customer. Link Labs shall have no further liability regarding the condition or quantity of the goods. Any equipment lost or damaged at the Customer's site following a reported successful delivery shall be the Customer's sole responsibility. The Customer must notify Link Labs in writing of any discrepancies or defects identified during the inspection within one business day of delivery, including a detailed description of the issue and any supporting evidence (e.g., photographs). Failure to provide such notification within the specified timeframe shall constitute a final waiver of any claims related to the condition or quantity of the delivered goods.

 

Last Updated 11.11.2024