Returns & Warranty
Please review our returns and warranty policy carefully.
12 month limited warranty
North Pole Engineering will, at our option, repair or replace any product found defective in manufacture within the warranty period. The warranty period determines the initial online registration. If repairs include replacement parts, these parts may be remanufactured or may contain the entire product. It may be replaced with a remanufactured product. Warranty provisions shall not extend the original warranty period. The costs of shipping the product to us for repairs shall be borne by the customer. To elaborate, this warranty does not apply to damage caused by accident, misuse, tampering, use of incompatible accessories, failure to follow operating instructions provided, damage caused by fire, earthquake, flood or damages due to abnormal operating conditions including pollution, salt, gas (sulfides) irregular power voltage, water submersion, or if the product has had its serial number altered or removed. All repairs require a charge.
There are no guarantees with all future versions of software and hardware being compatible with this product. Our products are provided as is and NPE disclaims all warranties and conditions, either express or implied, including, but not limited to, implied warranties of merchantability, fitness for a particular purpose, title and non-infringement. Any modifications or revisions thereof except in jurisdictions do not allow such exclusions or limitations. NPE is not responsible for lost data or information.
The customer has already talked to NPE and NPE has declared the problem a manufacturing error. If the customer is in the US, NPE will provide a return label and a free replacement product. If the customer does not want a replacement and just a refund, NPE will refund the full product price + shipping. However, the defective product must return to NPE before the issuance of the refund. And, if a customer is not in the US, they will either receive a full refund of the product + shipping, or a free replacement. Due to high international shipping rates, NPE will not have the product returned.
NON MANUFACTURING ERROR–
If the customer mistakenly bought the product or the customer does not want it, the customer will need to ship the product back to NPE at their own cost. Finally, once NPE physically receives the product, the customer will receive the refund. The refund includes the product price minus a 25% restocking fee. The shipping cost will not require a refund.
If a customer does not want to troubleshoot, they will need to ship the product back to NPE at their own cost. After that, we can inspect it once NPE has received the product. If the problem identifies itself as a manufacturing error, the customer will receive a refund of the product price + the initial shipping cost. If there is no manufacturing defect, your refund will be the price minus a 25% restocking fee. The shipping cost will not be refunded.
You should expect to receive your refund within four weeks of giving your package to the return shipper. In many cases, you will receive a refund more quickly. But, this time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please log in to your account and follow the prompts. After that, we will notify you via e-mail of your refund once we’ve received and processed the returned item. If you bought your product through Amazon, please contact us directly about your return. If you bought your product from one of our registered distributors, please contact them about your return.