LapSafe Logo
Contact Us

Warranty

Warranty Coverage

LapSafe® warrants that the product(s) purchased from authorised retailers or directly from us are free from defects in materials and workmanship under normal use for a period shown below (product dependant) from the date of purchase ("Warranty Period").

This warranty is non-transferable and valid only for the original purchaser ("Customer").

Warranty Periods

Limited lifetime warranty Products

  • Mentor™ Range
  • Diplomat™ Range
  • Diplomat™ Pro Range
  • Envoy™ Range
  • ChargeLite™ Range

Limited 3-year warranty Products

  • Traveller™ Range

Limited 2-year warranty Products

  • DynamiX™ Range

Limited 1-year warranty Products

  • FLEX™ Range

Activation of warranty

LapSafe® warranties commence on acceptance of your activated, registered product. Product activation/registration can be completed by using the form found in your product pack (generally found inside your product) or by completing the online form

Return to Base

Our warranty is provided on a Return to Base basis. If the customer wants us to collect the unit on their behalf, our standard collection charge of £ 350 + VAT would apply for UK Mainland locations with ramp/lift access.

Alternatively, an Engineer can visit the customer site for a call-out fee of £250 + VAT.

Excluded Parts

The following parts are limited to a 12-month (1-year) warranty only; therefore, these parts are chargeable after the 12-month.

  • TFT/LCD Screens/Touch Screens
  • ID Readers
  • LED indicators
  • Locks (mechanical and electrical)
  • Charging leads
  • Network leads
  • Supplied printers
  • Supplied network switches
  • Supplied Radio Access Points

Keys are not covered by any warranty.

Warranty Claims

Defective Claims

Suppose a defect covered under this warranty occurs during the warranty period. In that case, the customer must notify us within ten working days of discovering the defect and provide the serial number and proof of purchase.

Dead on Arrival (DoA) Claims

Products that are faulty and do not power on and therefor dead-on arrival must be reported to us within ten working days of delivery.

Inspection

At our discretion, we may require the return of the defective product or parts for inspection before authorising any warranty claims.

Warranty Remedies

If a defect is confirmed and covered under this warranty, we will, at our discretion:

Within 12 months of purchase:

  • Repair the defective product using new or refurbished parts at no cost to the customer.
  • Replace the defective product with a new or refurbished product at no cost to the customer.
  • Provide a refund for the original purchase price of the defective product.

Outside of 12 months purchase but within warranty period:

  • Repair the defective product using new or refurbished parts at no cost to the customer. However, this is subject to a call-out charge of £ 250+VAT per claim for products repaired on-site. Refer to Return to Base.

Outside of the warranty period:

  • Repair the defective product using new or refurbished parts. A quotation will be provided for parts, labour and call-out charges. An official purchase order will be required prior to any work commencing.

Service Levels

All incoming requests to LapSafe® Support ([email protected] or +44 (0)1787 226 165) will be responded to (by telephone or email) within four working hours by our support team.

Our team will work with you to resolve your issue in the quickest possible time frame. Please refer to your service level agreement if you have one in place.

Warranty Limitations and Exclusions

This warranty does not cover defects or damages resulting from:

  • Misuse, abuse, negligence, or accident.
  • Unauthorised modifications or repairs.
  • Use of the product in a manner not intended by us.
  • Normal wear and tear.
  • Acts of nature or force majeure events.

This warranty does not cover incidental or consequential damages arising from using the product.

We reserve the right to void the warranty if the product has been tampered with or if unauthorised repairs or modifications have been made.

Exclusive Remedy

The remedies provided under this warranty are the sole and exclusive remedies available to the customer.

In no event shall Manufacturer's liability exceed the original purchase price of the product.

Governing Law and Jurisdiction

These warranty terms shall be governed by and construed by the laws of England.

Any disputes arising from or related to these warranty terms shall be subject to the exclusive jurisdiction of the courts of England.

Notes

Repair or replacement of parts is at the discretion of LapSafe®. If a warranty claim is made and an excluded defect, non-warrantied part or if the defect is caused by malicious/improper use, we reserve the right to charge our full standard service call, parts and labour charges.

It is possible to extend the standard warranty for up to five years. Please get in touch with your Account Manager or our Support Team for more information.

Need Help?

Support calls can be made to 0800 130 3456, or you can submit a ticket or email [email protected]

We will diagnose the problem over the telephone and agree a course of action for a repair/replacement as deemed necessary by us. You will be assigned a case number for future reference.