Warranty Policy

Overview

• Hexgears provides warranty coverage for all products starting from the date of purchase from our official website and authorized stores (e.g., Amazon, AliExpress).
• Warranty periods vary by product and are specified on the product package, in the manual, or in our published warranty information. The most recently updated warranty period applies in case of any discrepancies.
• Hexgears warrants that each product is free from defects in material and workmanship for the specified period.
• This warranty applies only to the original purchaser and is non-transferable, except where prohibited by applicable local laws.
• Warranty periods for promotional or heavily discounted products are determined based on specific conditions.

What constitutes a Valid Proof of Purchase?

To initiate a claim under the Limited Warranty, a valid Proof of Purchase is essential. A valid Proof of Purchase includes:

1. A dated sales receipt from official stores on an e-commerce website (such as Amazon, AliExpress, etc.), which must clearly display the product description and price.
2. An order number from the Hexgears.com website.

Examples of documents that do not constitute a Valid Proof of Purchase include:

- A photograph of the product.

- Receipts from non-authorized Hexgears dealers.

- A receipt or order number from any vendor other than Hexgears.com.

- Cancelled checks.

- Credit card statements.

These criteria are essential to substantiate warranty claims and ensure compliance with our warranty terms. Hexgears reserves the right to take necessary actions to protect itself against all forms of suspicious claims. This may include but is not limited to, requiring further verification of the claimant's identity and details of the purchase, as well as disqualifying the claim.

What if I don't have a Proof of Purchase?

If you purchased directly from Hexgears.com, we might have a record of your purchase. Please provide us with the order number. If you don't have the order number, we may be able to locate your purchase using your name, address, and email address.

If you bought the product from a dealer or reseller, contact them to see if they can provide a copy of your receipt. Dealers and resellers often keep purchase histories on file and can supply you with a copy.

For online purchases, check your emails. The vendor should have sent a confirmation email with the shipping details.

If the product was a gift, ask the giver for the receipt. Alternatively, you could request that they handle the Limited Warranty process on your behalf if asking for the receipt is not appropriate.

Why do we require a valid Proof of Purchase?

Hexgears needs to verify that the product is within the applicable Limited Warranty period and that it was purchased from an authorized seller. Products from unauthorized dealers are often used, counterfeit, re-boxed, defective, or gray market goods. These units may not be designed for your country and may not meet legal and safety requirements.

Hexgears cannot honor a Limited Warranty for products not purchased from an authorized dealer or those outside the warranty period. For products bought from unauthorized dealers, all support and warranty issues should be directed to the dealer. These policies are in place to protect our valued customers and resellers.

Exclusions

This warranty does not cover problems or damage resulting from, but not limited to:

- Wear and tear from normal use

- Defects caused by disassembling our product, incorrect installation, unauthorized repairs/modifications, improper product adjustments, or neglect, including "burn-in" and similar improper uses, are not covered.

- Improper operations, including any use not in accordance with the provided product instructions

- Connection to improper voltage supplies

- Any other causes not related to defects in materials or workmanship

- Consumables (components expected to require regular replacement, such as carrying cases, cables, etc.) issues arising from prolonged use beyond the expected lifespan of the consumable are not covered.

- Accessories and spare parts (including cables, carrying cases, etc.) are sold separately and not included with a Hexgears product.

- Items subject to normal wear and tear, such as keycaps and palm rests sold separately, are covered by a three (3) month warranty period.

- Compatibility issues, including the functionality with macOS/Windows/Android OS (e.g., the inability of the keyboard in wireless mode to input numbers to unlock a BitLocker encrypted disk on a Windows PC), may arise due to specific versions, brands, drivers, and third-party applications of macOS/Windows/Android OS, and are not supported by our product.

Counterfeit products are also excluded from this warranty. Counterfeit products are defined as any products that Hexgears, at its sole discretion, determines were not manufactured by Hexgears or any of its authorized manufacturing partners. Counterfeit products will be reported for investigation and will not be returned.

Hexgears Warranty Periods

Product	Warranty Period
X Series Keyboard	1 Year
GK Series Keyboard (Excluding special products)	1 Year
M Series Keyboard	1 Year
A Series Keyboard	1 Year
E Series Keyboard	1 Year
I Series Keyboard	1 Year
Soda Series Keyboard	1 Year
GK715 Keyboard	90 Days

Where can I receive Limited Warranty support?

You can find extensive information regarding common questions on our policy page. If you cannot find a solution on our policy page, please reach out to our support team. For additional support, you can contact us at support@hexgears.com.

How to make a warranty claim:

To make a claim, a valid proof of purchase is required.

If you believe your product is defective and covered under this warranty, please contact our customer service team at service@hexgears.com with your order number, and date of purchase to initiate a warranty claim. You may be required to provide proof of purchase and the images and/or videos of the defective product for evaluation.

Our responsibility:

If a defect covered by this warranty is confirmed, we will repair or replace the product at our discretion. Repairs will be conducted using new or refurbished parts, and the product may be replaced with a new or refurbished unit of equal or greater value and quality.

Limitations of liability:

Our liability under this warranty is limited to the repair or replacement of the defective product as described above. We are not liable for any incidental or consequential damages arising from the use or inability to use our products.

Hexgears reserves the right to take any action to protect itself against all forms of suspicious claims, including, without limitation, requiring further verification of identity and details of the claimant and qualifying purchases.

What are the terms and conditions of the Limited Warranty? What is covered?

Limited product warranty ("Limited Warranty")

Limited Warranty: Hexgears warrants the Product to be free from defects in materials and workmanship (subject to the terms set forth herein) when used normally in accordance with the official documentation for the applicable Warranty Period from the date of retail purchase. If the Product is, or contains, a rechargeable battery, Hexgears does not provide any warranties for the battery life, as all rechargeable batteries can be expected to lose charging capacity over time and this is not considered a defect. Your actual battery life will vary depending on the conditions in which it is used.

Exclusions and Limitations. This Limited Warranty does not cover:

Software, including but not limited to (i) the operating system and software installed on Hexgears-branded hardware products through our factory integration system, (ii) third-party software, or (iii) the reinstallation of software, software configurations, or any data files; non-Hexgears branded products and accessories, even if packaged and sold with the product; problems with and/or damage to the product resulting from the use of accessories, parts, or components not manufactured by Hexgears.

Damage caused by service (including upgrades and expansions) performed by anyone who is not an official employee, representative, or subcontractor of Hexgears; claims arising from any improper use or care of the product, including but not limited to misuse, abuse, negligence, unauthorized modification or repair, unauthorized commercial use, or any operation of the product outside of Hexgears' recommended parameters.

Claims arising from external causes, including but not limited to accidents, natural disasters, liquid contact, fire, or earthquakes; products with an altered, obliterated, or removed serial number or date stamp; products for which Hexgears does not receive payment; or cosmetic damage, minor cosmetic imperfections (including minor pixel abnormalities), and normal wear and tear, such as scratches, dents, and chips.

Hexgears does not guarantee that the product will operate without interruption or errors. All software and third-party products and accessories provided with the product are provided "as is." You assume all risks regarding the quality, performance, accuracy, and effects of these items. If any prove defective, you, not Hexgears, will bear the full cost of any necessary servicing or repairs.

Remedies Under This Limited Warranty

If Hexgears receives an eligible claim under the Limited Warranty within the applicable warranty period, Hexgears will, at its sole discretion, either:

(a) Repair the product or the defective parts at no charge, using new or refurbished replacement parts.

(b) Exchange the product with a new product or one that has been manufactured from new or serviceable used parts and is at least functionally equivalent to the original product. Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

Hexgears reserves the sole right to determine whether a claim is eligible and/or whether the product is defective. For "end of life" product models, Hexgears may, at its discretion, exchange the product with a functionally equivalent substitute model from Hexgears' current product range. Hexgears may also choose to provide any other type of remedy in addition to or instead of the aforementioned remedies.

Repaired or exchanged products will be warranted free from defects for ninety (90) days after the date of repair or exchange, or for the remainder of the original warranty period, whichever is longer.

Special, Limited, or Collaboration Editions

All special, limited, and collaboration edition products are produced in limited quantities. Any repair or replacement of these products will depend on stock availability. If Hexgears receives an eligible claim within the applicable warranty period for any special, limited, or collaboration edition product, Hexgears may, subject to availability, provide a functionally equivalent substitute for replacement or repair. This substitute may be a standard edition version of the product from the current product range.

Entire Limited Warranty:

All implied warranties or conditions of merchantability or fitness for a particular purpose are limited to the duration of the applicable warranty period. All other express or implied conditions, representations, and warranties, including any implied warranty of non-infringement, are disclaimed. Some jurisdictions do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you. This Limited Warranty gives you specific legal rights, and you may also have other rights which vary by jurisdiction. No Hexgears supplier, dealer, agent, or employee is authorized to alter or extend the terms of this Limited Warranty or to make any representation whatsoever. Hexgears reserves the right to amend the terms of this Limited Warranty at any time without notice.

Limitation of Liability:

To the fullest extent permitted by law, hexgears will not be liable for any lost data, lost profits, or for special, indirect, consequential, incidental, or punitive damages (other than personal injury damages), regardless of the theory of liability, arising out of or related to the use of or inability to use a product, even if hexgears has been advised of the possibility of such damages. In no event will hexgears liability exceed the amount paid by you for the product.These limitations apply even if any warranty or remedy provided under this Agreement fails of its essential purpose. Some jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

Help Resources:

Prior to filing a claim under the Limited Warranty, we recommend reviewing the online help resources available at Hexgears.com. If the product continues to malfunction after consulting these resources, please reach out to Hexgearsvia Hexgears.com or through your authorized distributor or dealer. You may need to participate in the diagnosis process to identify and address any issues with the product. Service options, parts availability, and response times may vary based on the country where the Limited Warranty claim is filed.

How to make a Limited Warranty claim.

If you purchased the product from a hexgears reseller, please contact the hexgears reseller inregards to your limited warranty claim. If your Hexgears reseller is in the United States or Canada, they will only assist you with your warranty claim for 30 days from the date of your purchase, please follow the steps below if it has been more than 30 days from the date of your purchase.

If you are unable to return the Product to the Hexgears reseller for whatever reason, or if you have purchased the Product directly from Hexgears at www.Hexgears.com, then please follow the steps below:

Go to Hexgears.com to obtain a Return Merchandise Authorization Number ("RMA Number") and Hexgears support address.

Note the RMA Number in a visible place on the outside of the package.

Enclose a Valid Proof of Purchase and the reason for the return inside the package. Please visit www.Hexgears.com/warranty for examples of a Valid Proof of Purchase.

Send the Product with RMA Number and Valid Proof of Purchase to the Hexgears support address provided by Hexgears customer support.

Do not send hexgears any product without a valid rma number.

We recommend choosing a traceable shipping method (e.g., UPS, DHL, FedEx) when submitting a claim under this Limited Warranty. Any expenses incurred in making a claim, including shipping and handling charges to return the product to Hexgears, as well as any applicable customs, duties, or taxes related to the claim, are the responsibility of the claimant. If the product is validly returned under the terms of this Limited Warranty, Hexgears will cover the postage expenses for shipping the product back to you, excluding any customs charges, duties, or taxes. It is your responsibility to ensure that the product is securely packaged, and you assume the full risk of loss or damage for improperly packaged returns. The risk of loss or damage to the returned product passes to Hexgears only upon receipt, and Hexgears is not liable for items lost in transit to us. If the outlined procedure is not followed, Hexgears reserves the right to accept the product delivery on terms determined at its sole discretion.

Consumer Law.

Legal Disclaimer: This Limited Warranty grants you specific legal entitlements, and you may possess additional rights that differ according to your country, province, or state, as applicable. Except where otherwise mandated by law, Hexgears does not exclude, limit, or suspend any other rights you may hold. To fully comprehend your rights, it is advisable to consult the laws of your country, province, or state, as applicable.

Translation: This Limited Warranty may be translated into other languages. However, in the event of any discrepancies between the English language version and any translated versions, the English version shall prevail and take precedence consistently.

General Provisions: This Limited Warranty is applicable solely to the original purchaser of the product and is not transferable. It is valid exclusively in the country of the original purchase. In cases where the product was internationally shipped by an authorized reseller, the country of original purchase is considered to be the reseller's shipping destination. This Limited Warranty is governed by and construed in accordance with the laws of the country where the original product purchase occurred. No Hexgears reseller, agent, distributor, or employee is authorized to make any alterations, extensions, or additions to this Limited Warranty. If any term of this Limited Warranty is deemed illegal or unenforceable, the legality or enforceability of the remaining terms shall not be affected or impaired.

Our responsibility:

If a defect covered by this warranty is confirmed, we will repair or replace the product at our discretion. Repairs will be conducted using new or refurbished parts, and the product may be replaced with a new or refurbished unit of equal or greater value and quality.

Limitations of liability:

Our liability under this warranty is limited to the repair or replacement of the defective product as described above. We are not liable for any incidental or consequential damages arising from the use or inability to use our products.

Hexgears reserves the right to take any action to protect itself against all forms of suspicious claims, including, without limitation, requiring further verification of identity and details of the claimant and qualifying purchases.

What if my product is obsolete?

Owners of Hexgears products may obtain repair service from Hexgears for products that are no longer manufactured. Find out which Hexgears products are eligible.

Does Hexgears offer protection plans to extend service coverage for Hexgears products?

Yes, HexCare Protection Plans may be purchased concurrently with your Hexgears gear through Hexgears.com or up to 11 months after the purchase of your product. You have the option of selecting a protection plan with or without accidental damage coverage.Find out more about HexCare Protection Plans today.