Warranty and returns policy

Coverage

Gatewell USA warrants every product it sells to be free from defects in materials and workmanship under normal use and service
Each product carries its manufacturer's standard limited warranty for the manufacturer's full term
Every warranty claim is made through Gatewell USA. Where a manufacturer services its warranty only directly, we file the claim with the manufacturer on the buyer's behalf
Where a manufacturer's warranty does not extend to the buyer, Gatewell USA warrants the product for the period listed below
A warranty named on a quote, a listing or an invoice governs that line
The warranty period starts on the date the buyer receives the product. Goods collected under FCA are received on the date of collection
The warranty belongs to the purchaser named on the Gatewell USA invoice. A reseller's customers make their claims through the reseller
A warranty return must reach us by the last day of the warranty period

Gatewell USA's own warranty, where the manufacturer's warranty does not extend to the buyer.

Memory modules, SSDs, USB drives and flash cards: one year
Hard drives, graphics cards, motherboards, add-on cards, networking equipment, monitors and I/O devices: one year
Computer systems and servers: one year
Special-order products: one year
Processors: three months
Printers, projectors, scanners and consumer electronics: one month
Software, licenses, subscriptions, support contracts, toner, cartridges and media: the publisher's or maker's terms. Licenses and support contracts register to the buyer's company

Physical damage from misuse, abuse, accident, or improper handling, installation or storage
Damage from liquid, power surges, lightning or other external causes
Repair, rework or modification by anyone other than the manufacturer or Gatewell USA, unless we consent in writing
A manufacturer's warranty seal, label or serial number that is defaced, altered or removed
Use the manufacturer excludes from its own warranty, such as cryptocurrency mining on graphics cards
Damage from improper packing on a return to us

A product that fails within 30 days of receipt is dead on arrival (DOA)
A DOA product is replaced or refunded once the return is received and inspected
A DOA return comes back complete, in its original box with all accessories, within 10 business days of the RMA number. A later DOA return is handled as a standard warranty return
Processors are handled as a standard warranty return

Report a shortage, a wrong product or damage in transit within 5 days of receipt, with the invoice number and the serial numbers involved
A shortage or a wrong product is corrected at our cost
Transit damage is covered on DAP deliveries, which we ship insured. Keep the shipping box and packing until the claim is settled
Under FCA, risk passes to the buyer when the goods are handed to the buyer's carrier. Transit damage on an FCA shipment is claimed from that carrier

With our written approval, a product in new condition may be returned for credit. Request it within 30 days of receipt
It comes back unopened and resalable, in its original packaging with all accessories, within 10 business days of the RMA number
Credit is the lower of the invoice price and the current market price, less any restocking fee. It is applied to a future purchase
Processors, computer systems, special-order products, software, licenses and lines sold non-cancelable and non-returnable (NCNR) are final sale. They remain covered by the warranty

Every return needs a Gatewell USA RMA number first. Email requests@gatewellusa.com with the invoice number, the serial number of each unit and a description of the fault
We issue the RMA number within 2 business days. The return must reach us within 30 days of it
Ship to the address on the RMA authorization, with the RMA number marked on the outside of the box and a copy of the authorization inside
Return the product in its original box. Manuals, cables and accessories come back on a DOA or credit return, or when we ask for them
Remove your own labels and markings from the product
Pack the product properly. A package damaged in shipping to us is claimed from the carrier by the shipper
Freight to us is prepaid by the buyer. A collect (COD) shipment or one without a valid RMA number is refused

We or the manufacturer decide whether a defective product is repaired or replaced
Where a product cannot be repaired or replaced, we substitute an equivalent product with the buyer's approval, or refund it
A repaired or replacement product carries the rest of the original warranty period
The repaired or replacement product goes back on the delivery term of the original order: DAP at our cost to the buyer's address, or FCA for collection by the buyer's carrier
Back up all data before returning a product. Data on a returned product is the buyer's responsibility

The Gatewell USA invoice is the proof of purchase. Keep it, with the original box, for the full warranty period
Our liability under this policy is limited to the repair, replacement or refund of the product. Indirect and consequential loss, including lost data, downtime and lost profit, is excluded
This policy may be updated. The version published on the date of the invoice applies to that order