ALIENWARE LIMITED PRODUCT WARRANTY & RETURN POLICY 30-DAY LIMITED MONEY BACK GUARANTEE ON ALIENWARE PRODUCTS INTERNATIONAL ORDERS

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The Alienware Limited Product Warranty on Alienware Branded Hardware

Alienware branded hardware products come with the option for a 90-day, 1-year, 2-year, 3-year or 4-year limited product warranty, except as follows:

• Portable computer batteries and AC adapters carry the lesser of either a 1-year limited warranty or the . length of the limited warranty for the Alienware computer with which the battery of AC adapter, as applicable, is shipped.
• Panels on Star Wars® desktop PCs bearing the Star Wars® artwork are warranted for six (6) months.
• Panels on Superman® PCs bearing the Superman® artwork are warranted for six (6) months.
• Computer peripheral items such as mice, keyboards, thumb drives and speakers carry a 1-year limited warranty.
• Watches carry a 1-year limited warranty.
• Other items such as the CE-IV MP3 music player and the Hub carry a 90-day limited warranty.

To determine which warranty you purchased, please review your packing slip or invoice. The following sections detail the terms of the Alienware Limited Product Warranty and Return Policy for the United States, our 30-Day Money Back Guarantee as well as some special considerations for International Orders.

Scope of the Alienware Limited Product Warranty

Alienware warrants to the original purchaser that any Alienware branded hardware will be free of defects in workmanship and materials for the applicable limited warranty period set forth in your packing slip or invoice, which is measured from the date of shipment. Importantly, this limited product warranty does not cover:

• Non-Alienware branded hardware products and accessories e.g., monitors, speakers, and most Gear Shop items;
• Software, including the operating system and software added through AlienFactory™, Alienware’s factory integration system, as well as any third party software;
• Product that has been damaged by actions that are beyond Alienware’s control, including for example, impacts, fluids, fire, flood, wind, earthquake, lightning or similar disaster, war, strike, lockout, epidemic, destruction of production facilities, riot, insurrection or material unavailability;
• Product that has been damaged through misuse, abuse or mishandling, including without limitation the unauthorized modification of the system as a whole or any individual component, and/or the attachment of peripheral devices;
• Product for which Alienware has not received payment; or
• Paint or finish.

During your applicable limited product warranty period, if a covered product is proven to be defective in workmanship or materials, Alienware will, at its option: (1) replace or repair the defective component; or (2) replace the product with a comparable product. Replacement parts will be new or serviceably used, comparable in function and performance to the original part or product, and warranted for the longer of fourteen days or the remainder of the warranty period. Replacement products may be refurbished, and are warranted for the longer of fourteen days or the remainder of the applicable limited warranty period. Any additional purchases or upgrades will not extend this limited product warranty.

If we determine that the problem with the product is not covered by the limited product warranty, we will inform you of alternative solutions that may be available to you on a fee-for-service basis.

THIS WARRANTY AGREEMENT GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS THAT VARY FROM STATE TO STATE (OR JURISDICTION TO JURISDICTION). ALIENWARE’S RESPONSIBILITY FOR DEFECTS IN ALIENWARE BRANDED HARDWARE IS LIMITED TO REPAIR OR REPLACEMENT AS SET FORTH IN THE ALIENWARE LIMITED PRODUCT WARRANTY. ALL EXPRESS AND IMPLIED WARRANTIES FOR THE PRODUCT, INCLUDING BUT NOT LIMITED TO ANY IMPLIED WARRANTIES AND CONDITIONS OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED IN TIME TO THE TERM OF THE LIMITED WARRANTY PERIOD REFLECTED ON YOUR PACKING SLIP OR INVOICE. NO WARRANTIES, WHETHER EXPRESS OR IMPLIED, WILL APPLY AFTER THE LIMITED WARRANTY PERIOD HAS EXPIRED.

MOREOVER, ALIENWARE'S AND YOUR MAXIMUM LIABILITY TO THE OTHER IS LIMITED TO THE PURCHASE PRICE YOU PAID FOR PRODUCTS OR SERVICES PLUS INTEREST AS ALLOWED UNDER THE APPLICABLE LAW. NEITHER YOU NOR ALIENWARE WILL BE LIABLE TO THE OTHER FOR PROPERTY DAMAGE, PERSONAL INJURY, LOSS OF USE, INTERRUPTION OF BUSINESS, "DOWN TIME", PURCHASER'S TIME, LOSS OF USE OF RELATED EQUIPMENT, LOST PROFITS, LOST DATA OR OTHER CONSEQUENTIAL, INCIDENTAL, PUNITIVE OR SPECIAL DAMAGES, HOWEVER CAUSED, WHETHER FOR BREACH OF WARRANTY, CONTRACT, TORT (INCLUDING NEGLIGENCE), ABSOLUTE OR STRICT LIABILITY OR OTHERWISE, OTHER THAN THOSE DAMAGES THAT ARE INCAPABLE OF LIMITATION, EXCLUSION OR RESTRICTION UNDER THE APPLICABLE LAW.

SOME JURISDICTIONS DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS OR THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU.

How do I go about receiving service under the Alienware Limited Product Warranty?

Individual consumers may reach a technical support agent at support@alienware.com or (866) 287-6727.

Government, education and corporate customers may reach a technical support agent at governmentsupport@alienware.com, corporatesupport@alienware.com or (866) 442-5436.

Moreover, all customers may access Alienware’s extensive knowledgebase (“KB”) at the following URL: support.alienware.com. This knowledge base contains more than 1,000 articles on various issues that may be affecting your computer, and includes an FAQ with the most frequent issues. Our KB is updated on a weekly basis.

How will Alienware fix a defective, warranted product?

For watches, the CE-IV MP3 music player and the Hub, please see the warranty provided with your purchase for specific terms and conditions that apply to these products.

For all other covered products, we will first attempt to diagnose and resolve the problem over the telephone. If we determine that the problem is with a defective component covered by your warranty, then we will, at our option, either: (a) have you send your product to our repair facilities for repair or replacement; (b) send a technician to your home or place of business to replace the defective component; or (c) send you a component part to replace the defective component.

If our technical support agents determine that your product must be returned to our facilities for repair or replacement, we will issue you a Return Material Authorization Number. We will then send you a shipping label for shipping your product, at our expense, to our facilities. You must, however, return the product to us in its original or equivalent packaging. We will, at our expense, return the repaired or replacement product to you. We will pay shipping expenses both ways only if you use an address in the United States (excluding Puerto Rico and U.S. possessions and territories). Otherwise, you are responsible for shipping the product to our Miami Repair Facility and we will ship the product back to you freight collect.

Alienware also offers, along with its Limited Product Warranty, the possibility of onsite replacement of defective components. Please check your invoice to see if your warranty includes onsite replacement. If we, Alienware agree that a system component(s) should be replaced by an onsite technician, we will then send the replacement part(s) to you and request that you send us back the defective component(s). We will require a valid credit card number at the time you request a replacement part under this option, but will not charge you for the replacement part as long as you return the original part to us within five (5) days after you receive the replacement part. If we do not receive the original part within five (5) days from the date you received the replacement part, we will charge to your credit card the then-current standard price for that part.

IMPORTANT NOTE: Before you ship product to us or before you replace a part, make sure to back up the data on the hard drive(s) and any other storage device(s) in the product(s). Remove any confidential, proprietary, or personal information and removable media such as floppy disks, CDs, or PC Cards. We are not responsible for any of your confidential, proprietary, or personal information; lost or corrupted data; or damaged or lost removable media.

30-Day Limited Money Back Guarantee

We take pride in the quality of the products that we sell and, as a direct result, offer a 30-day money back guarantee on all Alienware hardware, accessories, peripherals and unopened software still in its/their original sealed packaging. Shipping and handling fees are not refundable. Also, a fifteen percent (15%) restocking fee may be deducted from your refund or credit. To return merchandise, you must obtain a Return Materials Authorization number. Please call the Alienware customer service department and provide them with the invoice number, item description, and serial number(s) of the merchandise you wish to return. You must ship the merchandise within five (5) days of receiving your RMA number. Moreover, you must also return the merchandise to Alienware in its/their original packaging, in as-new condition along with any media, documentation, and all other items that were included in the original shipment, prepay shipping charges, and insure the shipment or accept the risk of loss or damage during shipment.

International Orders

With the exception of Canadian customers, duties and applicable taxes are not calculated or charged by Alienware. International customers are solely responsible for any shipping costs, as well as duties and/or taxes that may be incurred from the international transit of any part or system for repair.