Warranty Service Terms

Warranty Service Terms

Service Products

UGREEN NAS hardware products (including the power adapters and network cables necessary for their use) purchased from us or our authorized distributors/resellers by clients, as well as hard disks provided by us. The SN number attached to the product is a proof of your warranty service. Please keep it properly.

 

Warranty Period

The Warranty Period for NAS products and their accessories is as follows:

The warranty period following replaced products、parts repair or replacement shall follow the remaining warranty period for the entire device. If other online platforms or the laws in your location provide otherwise, the rules of the online platform you purchased the product from or the laws in your location shall prevail.

 

Return and Exchange Instructions

(1) This warranty and return and exchange period applies only to NAS hardware products sold in the United States.

If the product experiences a performance failure due to non-human damages within 14 days (including the 14th day) from 0 o'clock following the day the customer purchases and signs for the product, the consumer is entitled to free return, exchange, or warranty service.

(2)  Please check whether the following items are missing before any returns or exchanges to facilitate the return or exchange process. We may not be able to provide you with after-sale services should any items be missing.

 

(3) Products must be returned to the address designated by UGREEN in the same condition as received, with the shipping pre-paid by you and in packaging sufficient to protect the product inside the box.

 

Please be aware that our return and exchange services may vary depending on the country/region or the platform used. To ensure your rights are protected to the fullest extent, please refer to the return and exchange policy of your country/region or the platform used. You acknowledge that product returns or exchanges are only valid in the country/region or on the platform where the product was purchased. If there are different mandatory regulations in your country/region, or on the platform you use, the regulation that is most favorable to you will apply.

 

Repair Guidelines

During the repair process, we may remove all information or data from the product to protect your privacy. Therefore, before sending the product for repair or return, please ensure you back up all personal data and delete all data and personal information stored on the product.

(1)  You only need to send the malfunctioning device back for repairs (advance confirmation with us is required) and do not need to return any parts that were not pre-installed.

(2)  Our customer service center will notify you of any repair fees owed for repairs to products that do not meet the warranty conditions, and we will provide you with the repair services upon obtaining your consent.

(3) Required Information for Warranty

Please carefully fill in the required information for warranty to protect your rights.

Warranty Information: User name, address, contact phone number, product name, specification, model, product SN, warranty period, and repair records.

 

Scenarios Not Covered by the Free Warranty and Return and Exchange Policy

1. The product warranty period has expired.

2. Altered, torn, or damaged product identification (such as SN or model number).

3. Man-made damages, whether intentional or due to negligence, including without limitation damage caused by use in inappropriate environments or the failure to follow instructions.

4. Normal color fading and wear and tear while using the product (such as natural wear and tear of the case and connectors, wear and aging, and dirt or blockages caused by dust accumulation).

5. Unauthorized alteration or modification of original condition.

6. Any malfunction or damages resulting from overhaul, modification, or disassembly performed by any agency or individual not authorized by UGREEN.

7. Any malfunction or damages due to force majeure events (including natural disasters such as fires, earthquakes, and floods), power surges, or improper maintenance.

8. Obvious signs of negligent or accidental damage, such as damage caused by the use of the product (including all its components, such as motherboard) for special testing purposes, and damage to product ports or slots caused by incorrectly connecting and disconnecting products for extended periods.

9. Improper storage, such as performance failures caused by prolonged exposure of the product to abnormal temperatures, humidity, excessive altitude, or corrosive substances.

10. Data loss or corruption includes but is not limited to the following circumstances:

(1) Data loss or corruption due to network interruptions or delays.

(2) Data loss or corruption due to the use of unlicensed, non-standard, or non-public software.

(3) Financial losses due to data loss or corruption caused by viruses, hacker attacks, or other malicious acts.

11. Usage in a manner that infringes upon the intellectual property rights (including without limitation patents, trademarks, and copyrights) of UGREEN or any third party.

 

Contact Us

You can directly contact us through the following methods:

1. Contact the online customer service directly if you purchase the product via our online store.

2. Contact Numbers and Business Hours:

3. Official Website: ai-eu.ugreen.com

4. Email: service.nas.eu@ugreen.com

 

Refer to the full UGREEN NAS Product Warranty for more detailed information.