Warranty Policy

Last updated: 14 October 2026

1. Warranty coverage

Every new and certified refurbished product we sell is covered against hardware faults from the date of delivery:

• New products: extended ORM Systems warranty of up to 3 years.
• Certified refurbished products: ORM Systems warranty of up to 90 days.

The term for each item depends on the product and is confirmed in writing on your quote, order confirmation and invoice. If you need a particular term, ask before you order and we will confirm it on your quote. If the confirmed term does not suit you, you can cancel free of charge before dispatch, as our Return Policy sets out.

2. What is covered

Faults in materials or workmanship that appear in normal use during the warranty term. We will repair the item or replace it with the same or an equivalent model; a replacement may carry a different FRU, spare or part number. A repaired or replacement item is covered for the rest of the original term. Faults reported within 30 days of delivery can be refunded in full under our Return Policy instead of repaired or replaced.

3. What is not covered

Physical damage, tampering or alteration; damage caused by incorrect installation, power supply or environment; use with incorrect or unsupported software or firmware; faults caused by incompatibility with your own equipment or configuration; normal wear, consumables and batteries; items whose serial numbers, model numbers, part numbers or warranty labels are missing, damaged or unreadable; and software, licences and subscriptions, which are covered by their publisher’s terms. We are not responsible for damage caused by you, whether during or after the warranty term.

4. How to make a claim

1. Contact our support team at support@ormsystems.com or on the numbers below with your order number, the item’s serial number and a description of the fault. Our specialists will help confirm the fault and rule out configuration issues.
2. If we confirm the fault, we issue an RMA number and tell you which hub to return the item to.
3. Return the item with the RMA number visible on the outer box, packed as it was sent to you, to the address we give you. We pay return shipping for confirmed faults.
4. Once we have received and tested the item, we dispatch the repaired or replacement item within 10 days.

Business customers can request advance replacement, where we dispatch the replacement before receiving the faulty item, subject to credit approval and the return of the faulty item within 14 days.

Items returned with no fault found, or with a fault caused by incompatibility with your setup, carry a USD 10 testing charge and a 25% restocking fee.

5. Manufacturer warranty

ORM Systems is a reseller and distributor and does not manufacture the products it sells. Where a manufacturer’s warranty, service or support policy applies to a product, we pass it on to you. It runs alongside the ORM Systems warranty and follows the manufacturer’s terms, including any requirement that the product be registered or that the warranty applies to the original purchaser only. Where a manufacturer describes its warranty as “lifetime”, the term runs for as long as the manufacturer keeps the product on the market, under the manufacturer’s own definition; discontinued products and products the manufacturer classes as end-of-life are not covered by it. The ORM Systems warranty terms above apply regardless.

6. Genuine product guarantee

Every product we sell is genuine and sourced through trusted and authorised channels, and can be serial-verified on request. If a product we supplied is shown not to be genuine, we refund it in full, including shipping.

7. Cancelling an extended warranty

An extended warranty can be cancelled for a full refund within 30 days of purchase, and for a prorated refund of the unused term after that.

8. Limits of this warranty

This warranty is the only warranty given by ORM Systems. To the extent permitted by law, all other warranties and conditions, express or implied, including implied warranties of merchantability, satisfactory quality and fitness for a particular purpose, and any arising from statute, trade usage or course of dealing, are excluded. We do not warrant that a product will meet your requirements or operate uninterrupted or error-free, and we are not responsible for loss of or damage to data; please back up your data before returning any item. Advice given by our staff does not create a warranty beyond this policy.

Nothing in this policy excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be excluded by law. Subject to that, we are not liable for loss of profit, revenue, business, data or goodwill, or for any indirect or consequential loss, under any theory including breach of warranty, contract or negligence, even if we were told such loss was possible. Products are sold for use in accordance with the manufacturer’s documentation; we accept no liability for use in applications where failure could cause death, injury or significant damage, including military, medical, traffic-control and disaster-prevention systems, unless the manufacturer has certified the product for that use. Nothing in this policy limits a consumer’s statutory rights.

9. Returns

Returns, cancellations and the RMA procedure are set out in our Return Policy.

10. Contact

Email: support@ormsystems.com. Phone: (+44) 800 3688 330 (UK), +1 (281) 747-5957 (USA), +31 (20) 3997439 (Netherlands), (+971) 4 323 8318 (UAE). Post: ORM Systems, Devonshire House, 582 Honeypot Lane, Stanmore, HA7 1JS, United Kingdom.