Effective from: 01/08/2025

1.0 Scope and Contact

1.1 This Hardware Warranty Policy applies to GeiG hardware purchased directly from GeiG (geig.co.uk) or authorised marketplaces/resellers.
1.2 GeiG is a trading name of Computerko Limited (company no. 11125670), which operates the Site and fulfils warranty service. Service is fulfilled from the United Kingdom; support is available worldwide.
1.3 Contact: support@geig.co.uk and 24/7 live web chat on GeiG.co.uk.
1.4 This Policy operates alongside our Returns & Warranty Policy, Terms of Sale (Consumers and Business), Privacy Policy, Cookie Policy, Website Terms of Use, and, if purchased, the Extended Warranty Terms – Schedule.
1.5 Nothing in this Policy affects your statutory rights.

2.0 Warranty Duration

2.1 Standard hardware warranty: 12 months from the date of delivery.
2.2 Batteries: 6 months (consumable). Normal capacity reduction over time is not a defect; if capacity falls below a model-specific industry threshold within the warranty period, this may qualify for remedy. (Model-specific thresholds, if any, are published on the product page.)
2.3 Extended warranty: up to 3 years when purchased; governed by the Extended Warranty Terms – Schedule.
2.4 Refurbished or open-box products: warranty is 12 months unless a different term is stated at point of sale.
2.5 Warranty start date: the delivery date shown by carrier records, or the date you first take possession.

3.0 Coverage (What We Will Do)

3.1 Covered faults: defects in materials or workmanship that arise during normal use in accordance with GeiG documentation.
3.2 Remedies: repair, replacement (new or equivalent), or refund chosen by GeiG following diagnosis.
3.3 Parts and labour are included for covered faults on a return-to-base basis (pickup-and-return arranged by GeiG unless otherwise agreed).
3.4 If an identical model is unavailable, GeiG may supply an equivalent model or component.
3.5 If original parts are unavailable (EOL), GeiG may use new or refurbished equivalent parts, provide an equivalent replacement, or offer a fair-value refund.
3.6 For safety reasons, GeiG may refuse service of devices contaminated by biological, chemical or other hazardous substances until they have been safely cleaned; the Customer will be notified of any additional actions or charges required.
3.7 Any loan accessories provided during service remain GeiG property and must be returned; charges may apply for loss or damage.

4.0 Exclusions (What Is Not Covered)

4.1 Accidental damage, misuse, neglect, liquid ingress, impact, fire or other external causes.
4.2 Cosmetic wear and tear (scratches, dents, discolouration).
4.3 Software, drivers, configuration, third-party applications or conflicts not caused by GeiG hardware defects.
4.4 Unauthorised repair, modification, tampering or use of non-GeiG parts that cause failure.
4.5 Devices with removed, altered, unreadable or tampered serial numbers.
4.6 Loss of or damage to data, peripheral accessories, and consumables unless expressly covered.
4.7 Batteries beyond the 6-month warranty and ordinary capacity degradation.
4.8 Display pixel policy: minor pixel anomalies within industry thresholds are not defects; we follow ISO 9241-307 Class II thresholds. For select models, a limited “Zero Bright Pixel” period may be offered as stated on the product page; where offered, that period prevails.
4.9 Damage from overclocking, firmware/BIOS modification, unsupported operating conditions or use outside published specifications.
4.10 Failures caused by third-party parts, accessories or software that are incompatible or not used per their instructions.
4.11 Damage from improper storage, extreme temperatures, condensation, pests or environmental contamination.

5.0 Transferability and Proof

5.1 The warranty transfers with the device to a new owner for the remaining term, provided the serial number is intact and readable.
5.2 GeiG may request proof of purchase or ownership (invoice, order confirmation, marketplace order ID) and device serial verification.
5.3 For second owners, we may require a transfer confirmation (for example, the original order number and serial check) to validate the remaining warranty.
5.4 To transfer, the new owner should contact support with the device serial and proof of transfer so we can update our records.

6.0 International Use and Shipping

6.1 The warranty is valid worldwide, but service is fulfilled in the UK. Customers may be asked to ship the product to the UK for repair.
6.2 Prepaid returns: for covered faults/DOA where GeiG provides a prepaid return label or arranges collection, GeiG assumes the return risk from the time of collection until the item is received and signed for at our facility.
6.3 Customer returns: if you arrange your own courier, risk remains with you until delivery and sign-off at our facility.
6.4 GeiG will handle UK import clearance for returns where GeiG arranges return shipping. Customers are responsible for export paperwork from their country and for safe, compliant packaging (see Section 10).
6.5 Where import duties or taxes are incurred outside the UK, the Customer is responsible unless local law provides otherwise.

7.0 How to Make a Warranty Claim

7.1 Start a claim via any channel:
a) My Account on GeiG.co.uk (RMA request);
b) Email support@geig.co.uk; or
c) 24/7 live web chat.
7.2 Provide device serial, proof of purchase, description of the issue, and, where possible, short photos/videos and diagnostic logs.
7.3 GeiG will triage and confirm the remedy (repair, replacement or refund) and issue an RMA with return instructions. Do not ship without an RMA.
7.4 Escalation: If you are not satisfied with the proposed remedy, request escalation to a senior specialist for review.
7.5 Ship the device within 14 days of RMA issuance unless otherwise agreed; RMAs may be closed after this period.

8.0 DOA (Dead-on-Arrival)

8.1 DOA window: 30 days from delivery.
8.2 Once DOA is confirmed after triage, GeiG will prioritise replacement. If stock is unavailable, GeiG may offer an equivalent model, repair or refund.

9.0 Service Methods and Timelines

9.1 Standard warranty service is return-to-base with pickup and return arranged by GeiG where applicable.
9.2 Turnaround target: 5–10 working days after the device is received at our facility and triage/diagnostics are completed (subject to parts availability).
9.3 Extended warranty plans may offer faster service levels (next business day, loan devices or advance replacement) — see the Extended Warranty Terms – Schedule.

10.0 Customer Responsibilities (Packaging and Data)

10.1 Return all accessories, cables, manuals and original packaging where possible; follow our packing instructions. Devices with lithium batteries must be shipped per the courier’s dangerous goods rules.
10.2 Backup & locks: back up data, remove accounts and locks (BIOS/OS sign-in, anti-theft/“find my”, third-party management) and perform a factory reset. Returns with active locks may be delayed.
10.3 By sending a device for service, you authorise GeiG to wipe, reimage or replace storage as required. GeiG is not responsible for data loss arising from service steps.
10.4 Data recovery is not included in warranty service; paid recovery options may be available where feasible.

11.0 Costs, Risk and No-Fault-Found (NFF)

11.1 For covered faults/DOA where GeiG arranges return shipping, GeiG pays return shipping (prepaid label/collection) or reimburses reasonable tracked costs with receipt if labels are unavailable.
11.2 For non-covered issues or where the Customer arranges return shipping, GeiG may return the product at the Customer’s cost.
11.3 Risk: see Section 6.2–6.3 above.
11.4 No-Fault-Found: if diagnostics identify no defect, GeiG will notify the Customer and will not undertake chargeable repair without prior agreement. If the Customer requests a chargeable inspection/repair and no fault is found, GeiG may charge reasonable inspection and shipping costs — these will be agreed before the product is returned.

12.0 Limits and Liability

12.1 Nothing in this Policy limits liability for death or personal injury caused by negligence or for fraud.
12.2 To the extent permitted by law, GeiG is not liable for indirect or consequential losses, or for loss of profits, revenue, savings, data or business.
12.3 This warranty is the sole and exclusive warranty for the product, in addition to any mandatory statutory rights.
12.4 Limitation period: any claim under this Policy should be brought within 6 years from delivery (or the maximum period permitted by law).

13.0 Relationship to Other Terms

13.1 For returns unrelated to warranty (change of mind), see the GeiG Returns & Warranty Policy.
13.2 For account tools or online RMA processes, see the Cloud Services Terms.
13.3 For extended plan benefits (next-business-day service, loan devices, advance replacement), see the Extended Warranty Terms – Schedule, which prevails for devices covered by an active extended plan.

14.0 Fraud, Counterfeit and Grey Market

14.1 GeiG may refuse warranty where reasonable evidence suggests the product is counterfeit, stolen or materially altered, or where serial identifiers are removed, altered or unreadable.

15.0 Data Processing (Warranty Claims)

15.1 Warranty and service data (contact details, serial numbers, diagnostics, repair records) are processed by Computerko Limited (data controller) in accordance with the Privacy Policy.
15.2 By submitting a warranty claim, you consent to processing necessary to diagnose, repair, replace or refund your device, and to any internationally required transfers under the safeguards described in the Privacy Policy.

16.0 Governing Law, Jurisdiction and Language

16.1 This Policy and any related dispute are governed by the laws of England and Wales.
16.2 Proceedings will normally be brought in the courts of England and Wales; where mandatory local consumer venue rules apply, local rules will be respected to the maximum extent permitted.
16.3 If this Policy is translated, the English version controls to the extent of any inconsistency.

17.0 Definitions (Quick Reference)

17.1 DOA: a fault discovered within 30 days of delivery that prevents normal use.
17.2 Return-to-base: GeiG arranges pickup and return; service is performed at a GeiG facility.
17.3 Extended Warranty Terms – Schedule: service-specific terms purchased separately that offer enhanced coverage and service levels.

End of Hardware Warranty Policy (v1.3)