Product Warranty

Support & Maintenance

Support:-

Telephone support is free for the lifetime of the product
Telephone support on +44 121 608 7210
Telephone Support during normal working hours, 9am-5pm UK local time Monday to Friday
Call response time - Maximum 1 hour
Engineer to site - Adhoc
Replacement hardware to site response time (for back to maintenance please see below Faulty units)
Software fix time- ASAP (we have not needed a software fix since 1993 when the company started)

Maintenance:-

Warranty for 5 years return to base on all ArkTime designed equipment
Warranty thereafter is calculated at 10% of unit cost
The 5 year warranty covers all ArkTime designed equipment equipment but excludes additional items such as GPS antennas and network clocks that have their own specific warranty.

Replacement policy

If a unit is found to be faulty, simply Contact ArkTime where an RMA number will be issued
Write the RMA number on the packaging of the returning unit plus a note specifying the problem encountered
A replacement unit will be dispatched to the location specified when the RMA number was issued. Despatch will the same day provided the problem is reported and an RMA number is issued before 12:00 noon.
The faulty unit will be repaired, tested and used as the standby unit

Faulty Units:-

When we receive faulty units for repair there is a 7 day turnaround:

Receive unit
Test
Repair
Soak Test
Q&A
Dispatch

Warranty statement:-

Galleon Systems Ltd. warrants the ArkTime hardware products to be free from defects in material and workmanship during a 5 -year period. The Warranty begins on the date the unit is shipped to the Customer.

ArkTime's liability under this Warranty is limited to repairing or replacing, at ArkTime's option, the defective equipment.

In cases of repair, the product must be returned, at purchaser's expense, to an authorized ArkTime Service Center.

This Warranty does not apply if repairs are required due to acts of nature beyond ArkTime's control (such as, but not limited to, vandalism, lightning strikes and damage due to neglect for example being hit by a forklift truck, misuse, damage, neglect, or if repairs/modifications have been made or attempted by anyone other than personnel authorised by ArkTime.

IN NO EVENT WILL ArkTime BE LIABLE FOR ANY INDIRECT, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGES FROM THE SALE OR USE OF THIS PRODUCT. THIS DISCLAIMER APPLIES BOTH DURING AND AFTER THE TERM OF THE WARRANTY. ArkTime DISCLAIMS LIABILITY FOR ANY IMPLIED WARRANTIES, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A SPECIFIC PURPOSE.

Returns Procedure:

To obtain service under this Warranty, contact ArkTime at +44 121 608 7210 or at the address below during the Warranty period to receive a Return Material Authorization (RMA) number and shipping instructions. Then ship the product believed to be defective, transportation prepaid, for inspection. ArkTime will not be responsible for dismounting and remounting of units, for unauthorized returns or for returns that do not list the RMA number and quantity returned on a packing list attached in plain view on the outside of the shipping container.

Ship to:

Galleon Systems Ltd.
Attn: RMA [insert your RMA number]
9 Fortnum Close
Kitts Green
Birmingham
B33 0LG
England

Typical equipment repair or replacement time is four (7) business days, plus shipping times. One-way shipping is the Reseller's responsibility. ArkTime will return ship the equipment.

Refunds

How do I get a refund?

You may return most new, unopened items sold and fulfilled by ArkTime.com within 30 days of delivery for a full refund.

When will I get my refund?

Usually in about 2-3 weeks. Most refunds are fully refunded in 3-5 days after we receive and process your return.

Will any return costs be refunded?

If you return something because of an error on our part or because it's defective, we'll refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us (either by a personalised pre-paid return label or by refunding your return postage costs).