Limited Hardware Warranty
Heller Networks LLC ("Heller Networks") warrants that each new NOTBOX device will be free from defects in materials and workmanship under normal use for a period of one (1) year from the original date of delivery to the end customer ("Warranty Period").
This warranty applies to the original purchaser and is not transferable.
This warranty covers the physical hardware only. Firmware and software are provided under the Terms of Use and are not covered by this hardware warranty.
What Is Covered
- Manufacturing defects in hardware components
- Device fails to power on or boot under normal operating conditions
- Hardware failure of network ports, wireless radios, or onboard storage during the Warranty Period
What Is Not Covered
- Physical damage (drops, impacts, crushing, liquid exposure)
- Damage from power surges, electrical events, or use of incorrect power supplies
- Damage from operating the device outside its intended environmental conditions (excessive heat, moisture, dust)
- Unauthorized hardware modification, disassembly, or component-level repair
- Cosmetic wear that does not affect device functionality
- Software or firmware issues, configuration problems, or network compatibility
- Devices purchased from unauthorized resellers or secondhand
- Normal wear and tear
Warranty Remedy
If a hardware defect is confirmed during the Warranty Period, Heller Networks will, at its sole discretion:
- Repair the device, or
- Replace it with a functionally equivalent unit, or
- Issue a refund of the original purchase price
Replacement units may be new or refurbished. Repaired or replaced devices are covered for the remainder of the original Warranty Period.
How to File a Warranty Claim (RMA Process)
All warranty returns require a Return Material Authorization (RMA) number before shipping. Do not send a device back without one. Unauthorized shipments will be refused.
Step 1: Request an RMA. Email [email protected] with the following:
- Your NOTBOX Serial (found in Settings)
- A description of the issue and any troubleshooting already attempted
- Your original proof of purchase (order confirmation, invoice, or receipt)
We aim to respond to eligible RMA requests within five (5) business days.
Step 2: Ship the device. Once you have an RMA number:
- Ship the device to the address provided with your RMA confirmation.
- The device must be shipped within 30 days of the RMA being issued. Expired RMAs require a new request.
- Use the original packaging or equivalent protective packaging. Devices damaged due to inadequate packaging may not be eligible for warranty service.
- Write the RMA number clearly on the outside of the shipping box.
- The customer is responsible for outbound shipping costs and insurance.
Step 3: Inspection and resolution.
- Once received, Heller Networks will inspect the device to confirm the defect and warranty eligibility.
- If the claim is approved, the device will be repaired, replaced, or refunded at our discretion (see Warranty Remedy above). We aim to complete this within 30 days of receiving the device.
- Heller Networks will cover return shipping for repaired or replacement units within the United States.
- If inspection determines the issue is not covered under warranty, we will notify you and may offer an out-of-warranty repair quote or return the device at your expense.
Defective on Arrival
If your NOTBOX arrives damaged or stops working within 30 days of delivery, email [email protected] with your serial and a short description of the problem. We send you a prepaid return label, and you choose a replacement unit or a full refund to your original payment method. There is no restocking fee and no return shipping cost.
After 30 days, the Limited Hardware Warranty and the RMA process above apply.
Return Policy (Non-Defective Returns)
If you wish to return a NOTBOX device for any reason other than a hardware defect, the following policy applies:
- Return window: 30 days from the date of delivery.
- Restocking fee: None.
- Authorization required: Contact [email protected] to request a return authorization before shipping. Unauthorized returns will be refused.
- Condition: The device must be returned complete and working, in its original packaging with all included accessories, in undamaged condition.
- Shipping: You pay the return shipping. We recommend insuring the package.
Refunds for non-defective returns are issued in full to the original payment method after the device is received and inspected.
Returns received after the 30-day window, or devices that show signs of physical damage, misuse, or missing accessories, may be declined or refunded in part.
Purchases Through Resellers or Marketplaces
If you purchased your NOTBOX through a reseller, distributor, or third-party marketplace, that seller's return and refund policies may also apply. Contact the original seller for return processing. Hardware warranty claims may still be directed to Heller Networks.
Limitation
This warranty is the sole and exclusive hardware warranty provided by Heller Networks for NOTBOX devices. Any implied warranties, including implied warranties of merchantability and fitness for a particular purpose, are limited in duration to the one-year Warranty Period. Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.
Heller Networks is not liable for incidental or consequential damages arising from a hardware defect, such as lost data, lost profits, or downtime. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.
This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.
Changes to This Policy
We may update this Warranty & Returns policy from time to time. The version in effect at the time of your purchase applies to that purchase. The latest version will include an updated "Last updated" date.
Contact
For warranty claims, return requests, or questions about this policy:
Heller Networks LLC
26140 Crocker Blvd #1014
Harrison Township, MI 48045-2454
United States