Warranty and Service Policy

1. Scope

This policy applies to Products purchased directly from Edify through edify.club or an Edify direct sales channel. A Product purchased from a third-party marketplace on which Edify is a seller is covered by that marketplace’s returns and warranty policy, not by this policy.

The warranty in this policy is a contractual warranty given by Edify. It is in addition to, and does not limit, any right you have under the Consumer Protection Act, 2019 or any other law.

2. Warranty period

The warranty period applicable to your Product is stated on your tax invoice. Where the invoice and this table differ, the invoice prevails.

3. Extended warranty

An extended warranty may be offered for purchase separately at the time of your Order, providing cover for up to two years in addition to the standard warranty. An extended warranty is a separate optional product governed by the terms supplied to you when you purchase it. Those terms are not incorporated into this policy.

Edify may withdraw the extended warranty offering for future Orders at any time. Withdrawal does not affect an extended warranty already purchased, which continues on its own terms for its full duration.

4. What the warranty covers

Edify warrants that the Product is free from defects in materials and workmanship when used normally in accordance with the manufacturer’s guidelines. Cover extends to the hardware components of the Product, including:

• display and display assembly;
• motherboard and integrated components;
• keyboard and touchpad;
• storage drive and memory;
• battery, where failure results from a defect in materials or workmanship rather than from normal capacity reduction;
• ports, hinges and chassis, where failure results from a defect in materials or workmanship;
• the adapter and power cord supplied with the Product;
• Edify-branded accessories supplied in the original packaging, for 6 months.

The purpose of warranty support is to restore the Product to normal working condition. Repair is the primary remedy. Replacement and refund are reached through the resolution ladder and the three-repair trigger in the Cancellation and Return Policy.

5. What the warranty does not cover

• Normal wear and tear, and cosmetic deterioration that does not affect function.
• Cosmetic characteristics that were within the FQC tolerances at the time of dispatch.
• Reduction in battery capacity through normal use over time.
• Accidental damage, misuse, abuse or neglect.
• Liquid ingress, fire, theft, loss, or damage caused by natural events.
• Damage caused by improper handling, storage or transportation after delivery.
• Damage caused by a power supply fault, voltage fluctuation or the use of a non-compatible adapter.
• Repair, modification, alteration or upgrade by anyone other than Edify or an authorised service partner.
• Third-party components, accessories or peripherals, whether or not purchased from Edify alongside the Product.
• Software, including operating systems and applications, beyond the activation standard described in the Terms of Service; and any issue caused by software you have installed, by viruses or by malware.
• Consumable items, except where failure results from a defect in materials or workmanship.
• A Product on which the serial number or Edify quality label has been removed, defaced or altered.
• A Product reported lost or stolen, or which cannot be accessed because a passcode, activation lock or drive encryption remains active and ownership cannot be verified.
• Any issue determined on Technical Assessment to fall outside the cover described in section 4.

Where a reported issue is found not to be covered, we will tell you in writing, with reasons, and where feasible set out the paid service options available to you and their cost, for your decision before any work is carried out.

6. The Service Resolution Process

The following process applies whenever a Product or Order issue is reported. Depending on the issue, some steps may not be required and additional verification may be necessary.

Step 1 — Report the issue

Report the issue to support@edify.club with your Order number and a description of the fault. We may ask for photographs, a video, error messages, images of the packaging, the serial number and the unboxing video if you have one.

Step 2 — Initial review and remote diagnosis

We review the report and, where appropriate, guide you through remote diagnosis or troubleshooting to identify the fault and determine the next step. Many issues are resolved at this stage without the Product leaving you.

Step 3 — Onsite technical support, where feasible

Where your location is serviceable and onsite support is operationally feasible, we arrange for an authorised technician to attend to diagnose or resolve the issue. Where your location is not serviceable, we will direct you to the nearest authorised service centre or proceed to Step 4.

Step 4 — Product collection, if required

Where the issue cannot be resolved remotely or onsite, the Product is brought to our designated service facility. Reverse pickup and authorised self-shipment are dealt with in the Cancellation and Return Policy. Edify bears freight in both directions where the issue is covered by this policy.

Step 5 — Receiving inspection, evaluation and Technical Assessment

On receipt we inspect the Product and the items received, verify the reported issue, and complete the Technical Assessment required to determine the applicable service action. The outcome and the reasons for it are communicated to you in writing.

Step 6 — Service completion

Where the issue is covered, we complete the applicable service action and return the Product to you. Following a repair, the Product undergoes quality checks against the FQC before it is returned. Where the issue is not covered, section 5 applies.

7. Service timelines

We aim to progress each stage within the timelines below. A service request may involve several stages, and total resolution time depends on which stages apply. These are indicative stage timelines and not guaranteed completion dates, with the exception of the refund timeline and the outer delivery commitment, which are commitments.

Business days exclude Sundays and public holidays notified in Karnataka.

8. What can affect these timelines

• Your location and its serviceability.
• Technician availability in your area.
• Courier serviceability, pickup capacity and delivery performance.
• Availability of the Product, of an equivalent replacement, or of replacement parts.
• The complexity of diagnosis or repair, and any additional testing required.
• Your responsiveness and availability.
• Force majeure events under the Terms of Service.

Where a stage is delayed, we continue to progress the applicable resolution. A stage-level delay does not by itself change the resolution or create an entitlement. Where circumstances materially prevent us from completing the resolution, the request is reviewed to determine the appropriate next step, and the three-repair trigger applies where that threshold has been reached.

9. Your responsibilities

• Report an issue promptly after you identify it, through support@edify.club.
• Give accurate and complete information about the issue, and the evidence reasonably requested.
• Cooperate with remote troubleshooting and diagnostic steps.
• Give reasonable access for an authorised technician to attend, where onsite support is offered.
• Make the Product available for pickup, or ship it as instructed where pickup cannot be arranged, retaining the shipping receipt for reimbursement.
• Use protective packaging and follow the packing instructions given to you.
• Back up your data and remove personal information before the Product is collected or shipped. Edify is not responsible for data on a Product submitted for service, and data may be erased in the course of diagnosis or repair.
• Remove any device lock, activation lock or drive encryption before submitting the Product.
• Retain your tax invoice as proof of purchase.
• Not have the Product repaired, opened or modified by anyone other than Edify or an authorised service partner.

Where you do not provide reasonable cooperation, we may be unable to progress the service request until the required step is completed. We will tell you what is outstanding.

10. Replacement

• Replacement is not the standard outcome of a warranty request. It arises where a verified covered issue cannot reasonably be repaired, where the three-repair trigger is met, or where replacement is required to fulfil the original Order correctly.
• A replacement is subject to availability. Where the same Product is unavailable we may offer an equivalent Product of comparable specification, subject to your acceptance. Where you do not accept an equivalent Product and no suitable replacement is available, the refund grounds apply.
• A replacement Product is covered for the unexpired remainder of the original warranty period, or 30 days from the date the replacement is delivered, whichever is longer.
• A replaced Product becomes the property of Edify and must be returned.

11. How to contact us about a Product

support@edify.club is the only channel through which Edify accepts and monitors service, warranty and after-sales requests.

• A service request is treated as received by Edify when it is delivered to support@edify.club. Our timelines run from that point.
• We do not monitor social media accounts, direct messages, comments, personal email addresses or personal telephone numbers of employees for service requests. A message sent through any of those routes may not reach the service team and may not receive a response.
• Telephone lines are available for sales enquiries and for general assistance. A service request raised by telephone is actioned only once it has been recorded against your Order in writing at support@edify.club, and we will ask you to send it there.
• Please keep to a single email thread for each service request, and include your Order number in every message. Opening a new thread creates a new case and delays the existing one.
• Nothing in this section affects your right to raise a grievance under our grievance redressal process.

12. Transferability

The warranty in this policy is given to the original purchaser and is personal to them. It does not transfer on a sale, gift or other transfer of the Product.

13. Conduct

We are committed to a respectful environment for customers and for our staff.

• Our staff will be professional and courteous. If you experience anything otherwise, raise it through our grievance redressal process and it will be investigated.
• Where a customer subjects our staff to abuse, threats or harassment, we may require that all further contact on that service request take place in writing through support@edify.club with a single named point of contact, and we may decline to accept further Orders from that customer. We will not withdraw or reduce the warranty entitlement or service resolution owed on a Product already purchased.

14. Limitation of liability

The limitation of liability in the Terms of Service applies to this policy. Edify does not warrant that a Product will operate without interruption or error. Edify is not liable for loss of data.