Hardware Warranty Policy

1. Definitions

In this Warranty Policy:

“Avilion” means the Avilion contracting seller identified in the applicable Order confirmation or invoice.

“Customer” means the original person or entity that purchased the Product directly from Avilion.

“Order” means an order for a Product accepted by Avilion and paid by the Customer.

“Product” means eligible new Avilion-branded physical hardware supplied directly by Avilion under an Order.

“Site” means Avilion.uk and the customer-account, checkout, support, and related pages operated by Avilion.

“Warranty Period” means the period stated in Section 3.

2. Scope

This Warranty Policy applies to eligible new Conductor and Odyssey hardware Products purchased directly from Avilion. It does not apply to software, Discord services, consumable items, custom 3D fabrication, third-party goods, or prototypes expressly identified before purchase as not carrying the standard production warranty. Separate written terms supplied with an Order take precedence only for that Order and only to the extent permitted by applicable law.

3. Warranty Period

The voluntary limited warranty begins on the confirmed delivery date and continues for one year. If Avilion repairs or replaces a Product under this Warranty Policy, the repaired or replacement Product remains covered for the longer of:

1. the unexpired balance of the original Warranty Period; or
2. 90 calendar days from the date the repaired or replacement Product is delivered to the Customer.

The Warranty Period is not restarted by diagnosis, support communication, inspection, or a repair that is not performed under this Warranty Policy.

4. Warranty undertaking

During the Warranty Period, Avilion warrants that the Product will be free from defects in materials and workmanship under normal use and will materially conform to Avilion’s published specifications applicable to that Product at the time of purchase. Product photographs, prototypes, development statements, and features expressly identified as estimates do not create a separate warranty.

5. Customer obligations

The Customer must use, install, connect, store, transport, and maintain the Product in accordance with Avilion’s published instructions and reasonable safety requirements. The Customer must take reasonable steps to prevent further damage after discovering a suspected fault and must not continue using a Product where continued operation may be unsafe or may materially worsen the fault.

6. Exclusions

Except where applicable law requires otherwise, this voluntary warranty does not cover:

• ordinary wear and tear or cosmetic deterioration that does not affect operation;
• consumable components or components expected to require periodic replacement;
• accidental impact, crushing, dropping, fire, excessive heat, infestation, corrosion, or environmental exposure;
• water, liquid, condensation, or excessive-humidity damage;
• misuse, neglect, unsuitable storage, or operation outside published conditions;
• incorrect wiring, incompatible equipment, improper voltage, electrical surge, or an unsuitable power supply;
• unauthorised modification, disassembly, repair, or alteration;
• removed, altered, or unreadable product-identification or serial markings;
• damage caused by software, accessories, components, or equipment not supplied or approved for the Product;
• loss of data, settings, accounts, or third-party service access;
• transport damage caused by inadequate packaging supplied or selected by the Customer; or
• a fault that cannot reasonably be reproduced or established following inspection.

An exclusion applies only to the extent that the excluded event caused or contributed to the claimed fault. These exclusions do not exclude, restrict, or modify a right or remedy that cannot lawfully be excluded.

7. Making a claim

The Customer must start a warranty claim through Avilion Support within the Warranty Period and before sending the Product to Avilion. The Customer must provide, where reasonably requested, the Order number, Product name, serial number, confirmed delivery date, delivery country, description of the fault, troubleshooting already attempted, and relevant photographs, video, measurements, or diagnostic logs.

Avilion may request remote diagnostic steps before authorising shipment. A return-authorisation number, return address, packaging instructions, and shipping instructions will be supplied if physical inspection is required. Sending a Product without authorisation may delay assessment and may result in the shipment being refused or returned at the Customer’s cost.

8. Inspection

Avilion may inspect and test the Product and relevant accessories to determine the nature and cause of the reported fault. The Customer authorises reasonable diagnostic testing necessary to assess the claim. Avilion will notify the Customer of the inspection outcome and whether the claim is accepted, requires further information, or is not covered by this voluntary warranty.

Warranty decisions involving a contested claim will be reviewed by an authorised person and will not be determined solely by automated processing.

9. Remedies

If Avilion confirms a covered defect during the Warranty Period, Avilion may, subject to applicable law, choose to:

1. repair the Product using new or serviceable replacement components;
2. replace the Product with the same model or a product of materially equivalent function and value;
3. re-perform an affected service; or
4. provide a full or partial refund where repair or replacement is unavailable, disproportionate, or otherwise required by law.

Replacement components and Products may differ cosmetically where the original finish or revision is no longer available, but must provide materially equivalent functionality. Any Product or component replaced by Avilion becomes Avilion’s property where permitted by law.

10. Claims not covered

If inspection does not identify a covered defect, Avilion will provide a reasonable explanation. Avilion may offer a separate paid repair, replacement, or return-shipping quotation. No paid work will begin until the Customer accepts the quotation and completes any required payment. Declining a paid quotation does not affect any statutory right the Customer may have.

11. Shipping responsibility

For an authorised claim originating in Malaysia or Singapore, Avilion will provide a standard return label or reimburse reasonable standard inbound shipping in accordance with Avilion’s written instructions. For claims originating elsewhere, the Customer is initially responsible for inbound shipping, export documentation, and related charges. If inspection confirms a covered defect, Avilion will reimburse reasonable standard inbound shipping where required by applicable law or expressly approved in writing.

The Customer remains responsible for expedited or premium shipping, unauthorised shipping, customs and brokerage charges not expressly accepted by Avilion, and loss or damage resulting from failure to follow the supplied packaging instructions. Avilion is responsible for shipping a repaired or replacement Product back to the Customer where the claim is accepted, subject to lawful destination restrictions.

12. Data and configuration

Warranty service may require resetting, updating, or replacing Product storage or configuration. The Customer must back up removable or recoverable data and remove personal information where reasonably practical before sending the Product. Avilion is not responsible for data loss resulting from necessary warranty service except to the extent liability cannot lawfully be excluded.

13. Two-day cancellation period

An eligible Customer may request cancellation of a hardware Order within two calendar days after successful payment. A request must be submitted through the Site or Avilion Support before Product construction, Customer-specific configuration, committed procurement, or dispatch begins. Avilion will confirm whether the cancellation request is accepted.

If accepted, amounts captured for the cancelled Order will be refunded through the original payment method. Processing times imposed by Stripe, the relevant payment network, or the Customer’s financial institution are outside Avilion’s control. This voluntary cancellation provision does not limit any cancellation right that applies under law.

14. Thirty-day return period

Eligible hardware Products may separately qualify for return within 30 calendar days after confirmed delivery under the Return Policy. The voluntary return process and the warranty process are distinct. A Product with a covered defect will be assessed as a warranty or statutory claim and will not be treated as a change-of-mind return solely to reduce the remedy available to the Customer.

15. Transfer and proof of purchase

This voluntary warranty is provided to the original Customer. It may be transferred only where Avilion confirms the transfer in writing or applicable law requires transferability. Avilion may require reasonable proof of purchase, delivery, identity, and Product serial number before providing warranty service.

16. Statutory rights

This Warranty Policy provides contractual benefits in addition to rights and remedies available under applicable law. Nothing in this Warranty Policy excludes, restricts, or modifies any guarantee, condition, warranty, right, or remedy that cannot lawfully be excluded, including applicable rights under Malaysia’s Consumer Protection Act 1999. Where mandatory law provides the Customer with a greater benefit or remedy, the mandatory provision applies.

17. Relationship with other terms

This Warranty Policy must be read with the Terms of Service, Return Policy, Shipping Policy, and Support & Repairs Policy. If there is an inconsistency, mandatory law prevails, followed by any Product-specific written warranty supplied with the Order, this Warranty Policy, and then the general Terms of Service.

18. Contact and disputes

Warranty requests and questions may be submitted through Avilion Support or by email to [email protected]. The Customer should retain the Order confirmation, invoice, serial number, and relevant shipping records.

If the Customer believes that Avilion has incorrectly refused or handled a valid warranty claim, the Customer should contact [email protected] or use Avilion Support, identify the relevant claim and Product, and explain the resolution requested. This review process does not waive or restrict any statutory right, remedy, or applicable filing deadline.