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Product Warranty

Last Updated: December 23, 2025

1. Warranty Overview

We stand behind the quality and reliability of our ELD products. This Limited Warranty covers manufacturing defects and malfunctions in our hardware devices under normal use conditions.

2. Hardware Warranty Coverage

2.1 Standard Warranty Period

  • ELD Devices: 2 years from date of purchase
  • Cables and Accessories: 1 year from date of purchase
  • Mounting Hardware: 1 year from date of purchase
  • Replacement Devices: 90 days or remaining warranty period, whichever is longer

2.2 Extended Warranty

Optional extended warranty plans are available at the time of purchase:

  • 3-Year Extended Warranty: Extends coverage to 3 years total
  • 5-Year Extended Warranty: Extends coverage to 5 years total with priority support
  • Lifetime Warranty: Available for Enterprise customers (100+ devices)

2.3 What is Covered

This warranty covers:

  • Manufacturing defects in materials and workmanship
  • Hardware malfunctions during normal use
  • Faulty components or circuitry
  • Defective ports, connectors, or interfaces
  • Power supply failures
  • GPS or cellular communication module defects
  • Display or LED indicator issues

2.4 What is NOT Covered

This warranty does not cover:

  • Damage from accidents, drops, or physical impact
  • Water damage or exposure to extreme temperatures
  • Damage from improper installation or use
  • Modifications, alterations, or unauthorized repairs
  • Normal wear and tear or cosmetic damage
  • Damage from power surges, electrical issues, or lightning
  • Damage from unauthorized third-party accessories
  • Loss or theft of the device
  • Software issues (covered separately under software support)
  • Damage from viruses, malware, or hacking attempts

3. Software Warranty

3.1 Software Performance Guarantee

We warrant that our software will perform substantially in accordance with the published specifications and documentation for the duration of your subscription.

3.2 Software Updates and Support

  • Free software updates and bug fixes during subscription period
  • Security patches provided promptly as needed
  • New feature releases included at no additional cost
  • Technical support available 24/7 for all subscribers
  • Compatibility updates for OS and browser changes

3.3 Service Level Agreement (SLA)

For subscription customers, we guarantee:

  • Uptime: 99.9% platform availability (excluding scheduled maintenance)
  • Support Response: Within 2 hours for critical issues (24/7)
  • Bug Fixes: Critical bugs resolved within 48 hours
  • Data Backup: Daily backups with 30-day retention

4. Warranty Claims Process

4.1 How to File a Warranty Claim

  1. Contact our support team at support@aeroeld.com or call +1 (302) 302-9525
  2. Provide your device serial number, purchase date, and proof of purchase
  3. Describe the issue in detail, including any troubleshooting steps already taken
  4. Our technician will perform remote diagnostics if possible
  5. If a hardware defect is confirmed, we'll provide a prepaid return label
  6. Send the defective device in its original packaging (if available)
  7. Receive your replacement device via expedited shipping

4.2 Required Documentation

  • Original or digital copy of purchase receipt
  • Device serial number (found on the device label)
  • Description of the defect or malfunction
  • Photos or videos of the issue (if applicable)
  • Installation documentation (for installation-related claims)

4.3 Processing Time

  • Claim Review: Within 24 hours of submission
  • Return Label Issued: Within 1 business day after approval
  • Replacement Shipped: Same day we receive your defective unit
  • Total Turnaround: Typically 5-7 business days from claim to replacement delivery

4.4 Advance Replacement Program

For customers with active subscriptions and 10+ devices, we offer advance replacement:

  • Replacement device shipped before you return the defective unit
  • Temporary credit card authorization required
  • You have 14 days to return the defective device
  • No charge if returned within the specified timeframe

5. Warranty Remedies

5.1 Repair or Replacement

At our discretion, we will either:

  • Repair the defective device at no charge
  • Replace it with a new or refurbished unit of equal or better specifications
  • Provide a full refund if repair or replacement is not feasible

5.2 Refurbished Devices

Replacement devices may be new or professionally refurbished units that meet our quality standards. All refurbished devices are thoroughly tested and certified to function like new.

5.3 Service Credits

If a warranty claim results in service disruption exceeding 72 hours, we will provide:

  • Pro-rated subscription credit for the downtime period
  • 1 month of free service for extended disruptions (1 week+)
  • Expedited shipping at no charge for replacement devices

6. Warranty Limitations

6.1 Exclusive Remedy

This warranty provides your exclusive remedy for defective products. We are not liable for:

  • Indirect, incidental, or consequential damages
  • Lost profits or business interruption
  • Loss of data or information
  • Cost of substitute equipment or services
  • Regulatory fines or penalties

6.2 Maximum Liability

Our maximum liability under this warranty shall not exceed the purchase price of the defective product or one year of subscription fees, whichever is greater.

6.3 Implied Warranties

To the extent permitted by law, any implied warranties of merchantability or fitness for a particular purpose are limited to the duration of this express warranty.

7. Warranty Transfer

This warranty is transferable to subsequent owners with the following conditions:

  • Original proof of purchase must be provided
  • Transfer must be registered with our support team
  • Warranty coverage continues for the remaining original warranty period
  • Extended warranties are non-transferable

8. International Warranty

This warranty is valid worldwide with the following considerations:

  • Products must be returned to our designated service center
  • International shipping costs may apply for out-of-region claims
  • Warranty service is subject to local laws and regulations
  • Replacement devices shipped internationally may incur customs duties (customer's responsibility)

9. Preventive Maintenance

To maintain warranty coverage, we recommend:

  • Regular firmware updates (applied automatically for most devices)
  • Periodic cleaning of device connectors and ports
  • Proper cable management to prevent wear and stress
  • Protection from extreme temperatures and moisture
  • Professional installation for optimal performance and longevity

10. Contact Information

For warranty claims, technical support, or questions about warranty coverage:

  • Email: support@aeroeld.com
  • Phone: +1 (302) 302-9525 (24/7 Support)
  • Live Chat: Available on our website during business hours
  • Address: 16192 Coastal Hwy, Lewes, DE 19958