This policy explains how we handle faulty hardware, repairs and returns.

Warranty

Arquella hardware is supplied with a warranty for the term of 12 months from install. Hardware will conform to specification and be free from material defects in design, material and workmanship.

If hardware develops a fault that is not caused by misuse, damage or third party interference, we will repair or replace it at our discretion. This is your sole remedy under the warranty.

Where hardware is manufactured by a third party, the applicable manufacturer warranty will apply.

Reporting a Fault

If you believe a device is faulty, please email:

customersupport@arquella.co.uk

Include:

• Care home name and full site address

• Contact name and number

• Device type

• Device ID or serial number

• Clear description of the issue

• Photos or videos where possible

We may carry out remote checks before authorising a return.

Returns

Hardware must not be returned without prior authorisation.

If a return is approved:

• We will provide return instructions

• Devices must be packaged securely

• A document must be included inside the package clearly stating:

– Care home name

– Site address

– Contact name and phone number

– Device type

– Device ID or serial number

– Description of the fault

If this information is not included in the package, we cannot guarantee repair timeframes and cannot be held responsible for delays caused by not being able to identify the originating site.

If the device is confirmed as faulty under warranty, we will repair or replace it as soon as reasonably practicable.

If the issue is not covered under warranty, we may charge for inspection, repair, replacement or return shipping.

What Is Not Covered

The warranty does not cover faults or damage caused by:

• Water or liquid damage

• Cleaning with excessive moisture or chemicals

• Accidental damage

• Dropping or impact damage

• Tampering or unauthorised modification

• Incorrect installation

• Use with non approved software

• Electrical surges

• Network or WiFi changes

• Negligence or misuse

Arquella is not responsible for loss or damage arising from misuse, mishandling or third party interference.

Network and IT Systems

Arquella does not maintain or manage customer internet, WiFi, routers, switches or third party IT systems. Any faults arising from network changes or instability should be referred to your IT provider.

Ownership

Hardware remains the property of Arquella until paid for in full.

Read Terms and Conditions in full.