Repairs & Replacement Policy
Governing Law: Switzerland
1. Scope
This Policy applies exclusively to Qont hardware products, including but not limited to RiskChip, FibreRack, and other physical devices supplied by Qont.
This Policy does not apply to software, cloud services, subscriptions, or digital products.
2. Eligibility for Repair or Replacement
2.1 Hardware is eligible for repair or replacement only when a defect is confirmed by Qont or by the original equipment manufacturer (“OEM”).
2.2 A defect must be verifiable, reproducible, and within the OEM-defined warranty conditions.
2.3 Hardware that does not meet these criteria is not eligible for repair or replacement.
3. Determination of Remedy
3.1 Upon verification of a defect, Qont will determine whether repair or replacement is the appropriate remedy.
3.2 Qont retains full discretion in selecting the remedy and may consider technical, logistical, and OEM-specific requirements.
3.3 Customers may not choose the remedy.
4. Replacement Conditions
4.1 If a replacement is issued, it may be:
a new unit, or
a refurbished unit of equal or greater specification.
4.2 The replacement type is determined solely by Qont.
4.3 Customers must return the defective unit before a replacement is shipped.
4.4 Returned devices that are found not to be defective may be subject to additional charges.
5. Shipping Responsibilities
5.1 Shipping responsibilities for repairs or replacements are determined by Qont on a case-by-case basis.
5.2 Qont may request the customer to cover shipping, may reimburse shipping upon confirmation of a defect, or may cover shipping directly.
6. Exclusions
The following conditions are not eligible for repair or replacement:
6.1 Damage caused by misuse, improper handling, accidents, or negligence
6.2 Damage caused by unauthorised modifications, repairs, or disassembly
6.3 Environmental damage, including heat, moisture, water, contaminants, or electrical surges
6.4 Cosmetic issues that do not affect device functionality
6.5 Normal wear and tear
6.6 Hardware purchased from unauthorised sellers or resellers
6.7 Devices outside the OEM warranty period
6.8 Issues arising from third-party hardware, software, or integrations
6.9 Devices without valid proof of purchase
6.10 Devices that have been tampered with or opened by the customer
6.11 Any failure not covered by OEM warranty terms
7. No Timeframe Guarantee
7.1 Qont does not guarantee any specific repair or replacement timeframe.
7.2 Processing times depend on OEM requirements, parts availability, logistics, and external factors outside Qont’s control.
7.3 Qont is not liable for delays caused by OEMs, suppliers, carriers, or other third parties.
8. Data Responsibility
8.1 Qont is not responsible for any data loss that occurs during inspection, diagnosis, repair, or replacement.
8.2 Customers are responsible for backing up all data prior to shipping devices for assessment.
8.3 Returned devices may be reset, wiped, or replaced entirely.
9. Verification Requirements
9.1 Customers must provide proof of purchase and any information required to verify the defect.
9.2 Qont may request photos, logs, error details, or other technical evidence before assessment.
10. Non-Compliance with Return Requirements
10.1 If the defective device is not returned, replacement eligibility is void.
10.2 Devices returned ineligible for repair or replacement may be returned to the customer at their expense.
11. Policy Changes
Qont may modify or update this Policy at any time. Updates take effect upon publication.
12. Governing Law
This Policy is governed exclusively by Swiss law.