Policy#

Product#


Warranty#

  1. A complimentary one (1) year new hardware product warranty is included from date of purchase from Purism against defects in materials and workmanship when used within designed operational conditions.

  2. A complimentary ninety (90) day refurbished hardware product warranty is included from date of purchase from Purism against defects in materials and workmanship when used within designed operational conditions.

  3. A complimentary thirty (30) day new hardware accessory and ancillary device warranty is included from date of purchase from Purism against defects in materials only. Ancillary products include but are not limited to: privacy filters; screen protectors; rubber feet; screw sets.

Extended warranties are available for purchase for most products. See the shop page of the respective product for details.


Exclusions

Warranties do not apply to:

  1. Software delivered with the devices; like all free and open source software, PureOS and its software components are provided on AS IS basis, without warranties of any kind, either expressed or implied.

  2. Consumable parts such as batteries or protective coatings that are expected to diminish over time and normal use, unless failure has occurred due to a defect in materials or workmanship

  3. Cosmetic damage, including but not limited to scratches, dents and broken plastic on ports unless failure has occurred due to a defect in materials or workmanship

  4. Damage caused by use with a third party component or product that does not meet the Purism specifications

  5. Damage caused by accident, abuse, misuse, fire, liquid contact, earthquake, war, meteor strike or other external cause

  6. Damage caused by operating the device outside normal operating conditions (like extreme temperatures, extreme humidity, in a vacuum, etc.)

  7. Damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of Purism

  8. A device that has been modified to temporary or permanently alter functionality or capability in any way without written permission from Purism

  9. Defects caused by normal wear and tear or otherwise due to the normal aging of the device


Clauses

  1. A warranty claim will be denied if:

    1. The claim is not submitted within the warranty period, no matter when the issue had occurred.

    2. The customer does not reply within a month after communication with Purism starts.

  2. A warranty claim can be denied if:

    1. The customer does not perform troubleshooting steps instructed by Purism.

    2. The customer fails to ensure proper packaging of the device resulting in damage during transit.

    3. The device has signs of damage caused by mishandling or misuse.

    4. The device is not in the same condition and configuration in which it was sold.


Returns#

We understand that issues may sometimes arise with your Purism hardware, and our dedicated support team is here to help! Before making a decision to return your product, we encourage you to contact our knowledgeable and friendly Support department (support@puri.sm). They are eager to assist you in troubleshooting any concerns and finding solutions that may enhance your experience. If, after reaching out, you still feel the device does not meet your needs, please refer to the following return policies for guidance.

  1. All returned products are processed via Return Merchandise Authorization (RMA) prior to return shipment. Contact our Support department (support@puri.sm) to request an RMA.

  2. All RMAs must be requested within 14 calendar days from initial date of delivery. Return shipments must then be postmarked within 3 calendar days of RMA receipt.

  3. All returns are subject to Purism’s quality inspection and must be evaluated as like-new or better condition.

  4. All returns not resulting from mistakes in configuration or packaging by Purism incur a 20% restocking fee.

  5. All returns must be returned in the original packaging with all original contents included.

  6. All defective hardware products or components identified by Purism will be replaced with a replacement product or component free of charge. See the Warranty section for details.


Clauses

  1. A defective item return request will be denied if:

    1. Return shipment was received without prior authorization.

    2. Device has signs of damage caused by mishandling or misuse.

    3. Device was modified to temporarily or permanently alter functionality or capability in any way.

  2. A defective item return request may be denied if:

    1. Customer does not perform troubleshooting steps instructed by Purism.

    2. Customer fails to ensure proper packaging of the device resulting in damage during transit.

    3. Customer fails to include original packaging with all contents in original configuration.


Refunds#

  1. Refunds are processed through the original payment method whenever possible.

  2. Any wire transfer fees incurred by the recipient’s bank are deducted from the total refund amount.


Exclusions

The following items are non-refundable:

  1. Original shipping charges

  2. Return shipping charges for approved defective item return requests

  3. Anti-Interdiction products and setup fees

  4. Crowdfunded products or services

  5. Accessories and other products not immediately defective upon delivery, including but not limited to: privacy filters for laptop screens; rubber feet; screw sets

  6. Payment processor or wire transfer fees


Cancellations#

  1. Order cancellations must be provided in writing prior to shipment.

  2. Order cancellations must be provided in writing within 48 hours of payment.

  3. For Librem AweSIM cancellation policies, click here.


Exclusions

  1. Anti-Interdiction Basic or Custom service charges cannot be canceled once the respective device(s) reach the assembly process.




Service#


Data protection and privacy#

  1. By registering to our services, you agree to comply with all applicable legal provisions regarding data protection in USA jurisdiction.

  2. Your personal data are exclusively used for the processing of contracts made between you and us. Under no circumstances will the data collected be used beyond of the contractual purpose, or otherwise sold to third parties.


Librem AweSIM#

Refer to the Librem AweSIM cellular data service terms and conditions.


Librem 5 + Librem AweSIM bundle#

Refer to the Librem 5 + AweSIM cellular service bundle terms and conditions.


Librem One#

Refer to the Librem One privacy policy.


Damaged or missing goods#

Refer to the damaged or missing goods policy.


About this website#

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