Support Service Policy.
Support Service provided by Peplink is only valid for customers who have purchased our devices directly from Peplink International Limited. If you did not purchase from Peplink, please contact your device provider for assistance.
Peplink’s Support Service includes providing technical assistance to diagnose and identify software and hardware not performing to documented specifications, and general assistance regarding use and implementation on a limited basis. Peplink’s Support Service only provides assistance to inquiries of network setting or configuration related to our devices, and it does not include step-by-step installation or configuration of products.
Two types of Support Services are available:
- Unlimited Email Support (8×5)
90-Day Free Telephone Support
Below are Support Service policies that you may need to know before contacting Peplink Support Team:
- Valid service period is twelve (12) months, starting from the time of shipment of products.
- Peplink’s Support Service would only be provided for customers purchased directly from Peplink.
You should provide valid information to our support team, including: inquiry details or issues experiencing, current firmware version, contact details, model number and serial number of the device. Please remember to include a diagnostic report, exported by following these instructions, along with your inquiry to save time for troubleshooting.
Standard Hardware/Software Warranty Policy.
Peplink warrants solely to the original end user purchaser (“Purchaser”) that every Peplink product (“Product”) purchased from Peplink or our Authorized Partners will be free from defects in materials and workmanship when used within the limits set forth in the documentation (data sheet and user manual) for a period of twelve (12) months, starting from the time of shipment of products.
This limited warranty is non-transferable and extends only to the original end-user purchaser who acquired the Product from an Authorized Partner who has the right to sell in the end-user’s territory. Peplink explicitly disclaims any warranty obligations for Product that is sold outside of the assigned territory of an Authorized Partner. Your exclusive remedy and Peplink’ entire liability under this limited warranty will be for Peplink, at its option, to (a) repair the product with new or refurbished parts, or (b) replace the product with a reasonably available equivalent new or refurbished Peplink product. Any repaired or replacement products will be warranted for the remainder of the original Warranty Period or thirty (30) days, whichever is longer. All products and parts that are replaced become the property of Peplink.
Exclusion and Limitations
This limited warranty does not apply if: (a) the product assembly seal has been removed or damaged, (b) the product has been altered or modified, except by Peplink, (c) the product damage was caused by use with non‑Peplink products, (d) the product has not been installed, operated, repaired, or maintained in accordance with instructions supplied by Peplink, (e) the product has been subjected to abnormal physical or electrical stress, abuse, misuse, negligence, or accident, (f) the serial number on the Product has been altered, defaced, or removed, or (g) the product is supplied or licensed for beta, evaluation, promotional, testing or demonstration purposes for which Peplink does not charge a purchase price or license fee.
ALL SOFTWARE PROVIDED BY PEPLINK WITH THE PRODUCT, WHETHER FACTORY LOADED ON THE PRODUCT, CONTAINED ON MEDIA ACCOMPANYING THE PRODUCT OR DOWNLOADED FROM OUR WEBSITE, IS PROVIDED “AS IS” WITHOUT WARRANTY OF ANY KIND.
Without limiting the foregoing, Peplink does not warrant that the operation of the product or software will be uninterrupted or error free. Also, due to the continual development of new techniques for intruding upon and attacking networks, Peplink does not warrant that the product, software or any equipment, system or network on which the product or software is used will be free of vulnerability to intrusion or attack. The product may include or be bundled with third party software or service offerings. This limited warranty shall not apply to such third party software or service offerings. This limited warranty does not guarantee any continued availability of a third party’s service for which this product’s use or operation may require.
TO THE EXTENT NOT PROHIBITED BY LAW, ALL IMPLIED WARRANTIES AND CONDITIONS OF MERCHANTABILITY, SATISFACTORY QUALITY OR FITNESS FOR A PARTICULAR PURPOSE ARE LIMITED TO THE DURATION OF THE WARRANTY PERIOD. ALL OTHER EXPRESS OR IMPLIED CONDITIONS, REPRESENTATIONS AND WARRANTIES, INCLUDING, BUT NOT LIMITED TO, 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.
TO THE EXTENT NOT PROHIBITED BY LAW, IN NO EVENT WILL PEPLINK BE LIABLE FOR ANY LOST DATA, REVENUE OR PROFIT, OR FOR SPECIAL, INDIRECT, CONSEQUENTIAL, INCIDENTAL OR PUNITIVE DAMAGES, REGARDLESS OF THE THEORY OF LIABILITY (INCLUDING NEGLIGENCE), ARISING OUT OF OR RELATED TO THE USE OF OR INABILITY TO USE THE PRODUCT (INCLUDING ANY SOFTWARE), EVEN IF PEPLINK HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO EVENT WILL PEPLINK’ LIABILITY EXCEED THE AMOUNT PAID BY YOU FOR THE PRODUCT.
The foregoing limitations will apply even if any warranty or remedy provided under this limited warranty 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.
Firmware Upgrade Policy.
Peplink consistently releases new firmware to increase the functionality of your Peplink Balance device. These added features are free of charge to selected owners of the devices based on the following criteria:
- Peplink provides free firmware updates based on the same major version for the life of the device. For example, customer who has a device of 4.x firmware can get all future versions of 4.x for free.
Major upgrades (e.g. 4.x to 5.x) would require the Peplink Balance device to have valid warranty at the time of release of new firmware.
Customer whose Peplink Balance device is out of warranty at the time of new firmware release can purchase TotalCare to reactivate warranty in order to proceed for firmware upgrade.
To download a new firmware, a customer should create an account on Peplink website and visit the Download section.
Return Merchandise Authorization (RMA) Policy.
Peplink’s RMA service is only valid for customers who have purchased devices directly from Peplink. If you did not purchase from Peplink, please contact your device provider for assistance and they will be able to arrange repair service or a replacement unit for you.
Under Limited Warranty policies, Peplink will repair your defective device. Below are RMA policies that you may need to know before contacting our support team:
- All exclusions and limitations of warranty service apply. Please read the “Limited Warranty Policy” section for information.
Valid service period is twelve (12) months, starting from the time of shipment of products.
You should be the original owner of the defective device.
Peplink RMA service would only be provided for customers purchased directly from Peplink.
You should provide valid information to our support team, including: issues experiencing, current firmware version, contact details, model number and serial number of the defective device. Please remember to include a Diagnostic Report, exported by following the instructions, along with your request to save time for troubleshooting.
The RMA process is as follows. Failure to follow this procedure may result in additional charges and delays:
- Contact Peplink support team by writing to http://www.peplink.com/contact/support/ and describe experienced issues. Please provide enough details for investigation.
You should request a RMA number issued by the Peplink support team with a RMA center address. Peplink will not accept RMA request without a confirmed RMA number.
Customers should ship the device back within fourteen (14) calendar days after the RMA request confirmation. RMA authorization is revoked after such grace period.
Customer should bear all costs of shipping the defective device to Peplink RMA Center, while Peplink will be responsible for the costs of sending the repaired device back to customer.
The authorized RMA number should be written clearly on the returning package.
Customers should ship the whole package, including all accessories that came with the device, back to Peplink RMA center.
Customer is responsible for proper packaging. Any parts or items damaged by insufficient or inaccurate packaging will void the warranty.
All personal configurations may be restored to factory default during the refurbishment process, and Peplink disclaims all responsibility and liability for the configurations of the device.
If the product contains defective accessories, please notify Peplink support team about the problem experiencing. It may help to save the shipping cost if it is the case of accessories issues.
Defective On Arrival (DOA) or Advance Hardware Replacement.
In the case of DOA or with Advance Hardware Replacement service, a replacement unit may be sent out by Peplink before customer returns the defective device. All the policies of warranty, exclusions, and limitations apply in this case.
Advance Hardware Replacement for a defective device will be provided in the event that:
- A Peplink Balance device is found to be DOA.
A customer has purchased TotalCare Protection Plan for that device.
Defective On Arrival, DOA, means a device is found to be defective that it cannot function properly within the first fourteen (14) calendar days of receipt. In this case, it is Peplink’s responsibility to replace a functional device to the customer.
Advance Hardware Replacement is a service included in TotalCare.
Below is information which customer may need to know before requesting DOA or Advance Hardware Replacement service:
- Customers should inform Peplink Customer Support about issues experienced when request replacement service, with their contact information and serial numbers of the defective devices.
Peplink Support Team will provide a DOA/RMA number and RMA center address for customer to ship back the defective device.
In the case of DOA, Peplink will be responsible for the shipping costs both ways. Shipping method will be provided for customer to send in the defective device. Return shipping will be also handled by Peplink.
In the event of Advance Hardware Replacement, customer should bear all costs of shipping the defective device to Peplink RMA Center. Peplink will be responsible for the return shipping only.
Customers should ship the whole package, including all accessories which are originally packed with the Balance device, back to Peplink’s RMA center.
Customers should send back the defective device within fourteen (14) calendar days of receipt of the replacement device, or Peplink reserves the right to invoice customers at list price of that replacement device.
Please contact Customer Service of your Peplink Balance device provider for assistance on RMA / DOA / Advance Hardware Replacement arrangements.
TotalCare Policy (For North America Only).
- TotalCare 1-Year
- TotalCare 3-Year
All policies listed on this page under Support Service, Limited Warranty, Firmware Upgrade, and RMA apply to Peplink Balance devices with TotalCare purchased. TotalCare is only available for Balance 210, 310, 380, 580, 710, 1350 and MAX.
TotalCare 1-Year option is based on the standard policies as listed above with the following amendments. Its valid service period is 12 months, starting from the date of purchase or after the end of previous TotalCare coverage period, whichever occurs later.
- Unlimited Email Support (24×7)
Free Telephone Support
Free Firmware Upgrades
Advance Hardware Replacement for RMA
Valid for 1 Year
TotalCare 3-Year option is based on the standard policies as listed above with the following amendments. Its valid service period is 36 months, starting from the date of purchase or after the end of previous TotalCare coverage period, whichever occurs later.
- Unlimited Email Support (24×7)
Free Telephone Support
Free Firmware Upgrades
Advance Hardware Replacement for RMA
Valid for 3 Years
A Diagnostic Report is required to validate warranty if the Peplink Balance device is already out of warranty at the time of purchasing TotalCare. More information on how to export a Diagnostic Report can be found at this link (instructions).
Shipping Insurance Policy.
Peplink provides an optional shipping insurance for devices purchased over Peplink Online Store. The optional insurance will insure the shipping of the purchase from our office to the final destination. The shipping insurance will cover 100% of the value of the goods in case of loss by the delivery company.
- The insured amount is the total value of the product(s) of the order excluding the shipping and insurance fees.
The insurance rate is charged at 2% of the total value of the goods.
The insurance does not cover damages, missing accessories, mishandling nor proper functioning of the product. Read more on our RMA policy.
To get protected under this insurance plan, it is required to inform us within 2 days after receipt of shipment if any damages or loss to the goods are found.
If it is suspected that the package has been lost during the shipment and the shipping insurance has been purchased, please contact us at http://www.peplink.com/contact/ and provide us with the order information.
All of the policies listed on this page are subject to change without notice.
Updated: June 27, 2013