In short: EU consumers get a 2-year legal guarantee. On top of that we give a 2-year limited warranty everywhere we sell. Updates are optional, nothing can switch your Device off remotely, and it keeps working even if we don't.
1. Your legal guarantee
If you're a consumer in the EU, the Device must conform to our contract for 2 years from delivery, under Bulgarian and EU law. If it doesn't, you're entitled to a repair or replacement free of charge, and, where that isn't possible or isn't done in a reasonable time, to a price reduction or a refund. For faults that appear within the first year, it's presumed they existed at delivery, unless we can show otherwise. Our warranty below is in addition to these rights and doesn't limit them.
2. Our limited warranty
We warrant that GenesisOne and GenesisBox Devices, and accessories we supply, are free from defects in materials and workmanship for 2 years from delivery, for customers everywhere we sell. If a covered defect appears, we'll repair or replace the Device or part, at our choice. If neither is possible, we'll refund the price paid.
Not covered
- Accidental damage, drops, crushing, fire, and liquid exposure beyond the Device's stated water-resistance rating.
- Normal wear, including the gradual loss of battery capacity that all rechargeable batteries have over time, and cosmetic wear.
- Damage from using chargers, panels or power sources outside the Device's stated limits.
- Faults caused by modifications or repairs not made by us or following our instructions. Replacing user-replaceable parts, such as GenesisBox storage drives, as described in the manual does not void the warranty.
3. Software, library and updates
Updates to the software and library are optional, can be installed offline, and never remove a capability you paid for. The Device has no remote kill switch and doesn't depend on our servers to work. We'll publish how long we'll provide software and library updates before production.
4. Repairs and spare parts
Genesis Devices are designed to be repaired. GenesisBox uses replaceable storage drives, and every Device includes a recovery image and a printed recovery guide. We'll publish spare-parts availability before production.
5. How to make a claim
- Email info@genesisbox.org with your order reference, a description of the problem and, if possible, photos or a short video.
- We'll suggest troubleshooting steps. Many issues can be fixed with the recovery image.
- If needed, we'll arrange a repair or replacement and cover the shipping costs for valid claims.
6. Your data during repairs
Back up anything you want to keep before sending a Device in. We may need to reset the Device to repair it. We only access data on the Device where that's strictly necessary for the repair, and never to read your documents or questions. Where possible, remove the storage drive before sending a GenesisBox in.
7. Business customers
Warranty terms for organizations are set in the quote and our Business Terms.