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Warranties and Returns

Value Protection Plan

New Hardware Warranty and Return Policies

New Hardware Warranties
All new equipment is covered under the original manufacturers’ warranties. The customer is responsible for contacting the manufacturer for support and should follow their warranty protocol for issue resolution, prior to contacting STS.

If new hardware arrives DOA, the equipment falls under the manufacturer’s warranty policy.

*Extended and Accidental Damage warranties, are available. Please contact your STS Education Technology Specialist for additional details.

Return Policy – New Hardware
New hardware may be returned to STS within 15 days of receipt, if still in original condition and in its original packaging. Customer is responsible for shipping costs to STS and will incur a 20% restocking fee.

Any new device that is logo printed, etched, imaged, enrolled to the customers domain, or otherwise customized, is not eligible for return unless it is damaged.

If new hardware arrives with visible damage to the packing material, the customer is responsible for documenting the damage with the carrier at the time of delivery. As soon as possible after the delivery, but no later than 48 hours after receipt, the customer must notify STS and provide photographic documentation of the damage.


Refurbished Hardware Warranty and Return Policies

Refurbished Computer Warranties
PC Laptops and Desktops
STS Second-Life Hardware™ and manufacturer-refurbished laptops and desktops have a lifetime parts warranty.

Warranty replacement parts are sent by STS to the customer free of charge and include free shipping.

Chromebooks and Tablets
STS Second-Life Hardware™ and manufacturer-refurbished Chromebooks and tablets have a 90-day parts warranty.

Warranty replacement parts are sent by STS to the customer free of charge and include free shipping.

Optional Repair Service
For schools that prefer for STS to repair devices under the refurbished hardware warranty, STS charges a flat rate of $30. The customer is responsible for packing and shipping the equipment to STS and STS will pay for return shipping.

*Enhanced warranties, covering shipping and labor, are available. Please contact your STS Education Technology Specialist for additional details.

Return Policy – STS Second-Life Hardware™
The STS Return Policy covers desktops, laptops, Chromebooks, tablets, and monitors that are certified to be STS Second-Life Hardware™ or manufacturer-refurbished equipment sold by STS.

Hardware may be returned to STS within 15 days of receipt for a full refund. Hardware must be received in its original condition and in its original packaging. The customer is responsible for shipping costs to STS.

There is a 20% restocking fee for returns made after 15 days and prior to 90 days.

STS will replace merchandise that may have been damaged in shipping, at no cost to the customer, if reported within 3 days of receipt. If hardware arrives with visible damage to the packing material, the customer is responsible notating with the carrier, documenting the damage, photographing, and reporting to STS within 48 hours of receipt.

If you experience any equipment problems within 60 days of purchase, STS will replace that equipment free of charge, including shipping to and from STS, excluding damage to hardware occurring outside of normal usage. Receiving return shipping material at STS expense.


Purchased Parts Warranty

All parts that are purchased separately are warranted to be free from defects in material and workmanship for 12 months from date of purchase. Damage occurring outside of normal usage and projector bulbs are not covered.

Battery* & Power Adapter End-User Limited Warranty
STS warrants all power adapters, laptop batteries*, and UPS batteries* (including those purchased with or within laptops and as separate parts) to be free from defects in material and workmanship for 12 months. This limited warranty is extended by STS to the original purchaser of the STS product, within these specific categories, and is not transferable.
STS will repair or replace the defective STS product or any electronic device damaged by such STS product, under normal usage by the end-user. Replacements will be made using new or refurbished product at STS’s discretion. The warranty on replacement product will be a continuation of the original product’s warranty, valid from the date of the original purchase.

*NOTE: The capacity of all rechargeable batteries will decline over time depending on the use and charging/discharging process. This is considered normal and therefore, a reduction in battery capacity is not covered under warranty. The battery is only warranted from defects in material or workmanship resulting in failures. Reduced runtime is not warranted and will vary depending on the power management settings and configurations that are set on the mobile device as well as the number of times the battery has been charged and discharged. Please be advised that rechargeable batteries are considered ‘consumable products’ and warranty coverage is limited to a battery not being able to receive and hold a charge.

WiFi & Video Card Limited Warranty
STS warrants all WiFi cards and video cards (including those purchased with or within laptops and as separate parts) to be free from defects in material and workmanship for 12 months. This limited warranty is extended by STS to the original purchaser of the STS product, within these specific categories, and is not transferable.

STS will repair or replace the defective STS product or any electronic device damaged by such STS product, under normal usage by the end-user. Replacements will be made using new or refurbished product at STS’s discretion. The warranty on replacement product will be a continuation of the original product’s warranty, valid from the date of the original purchase.

Return Policy – Purchased Parts
New parts may be returned to STS within 15 days of receipt, if still in original condition and in its original packaging. Customer is responsible for shipping costs to STS and will incur a 20% restocking fee.


 
Warranty Claim & Return Policy Procedures
An RMA request must be completed through STS Customer Service Department (866-717-7606) to create a claim.