Products Policies

Hardware Warranty

1. Purism’s warranty on devices and hardware products is against defects in materials and workmanship when used normally in accordance to its designed operational conditions, for one (1) year.
2. Purism’s warranty on refurbished devices and hardware products is against defects in materials and workmanship when used normally and in accordance to its designed operational conditions for ninety (90) days.
3. The above does not apply to accessories and other products, including but not limited to: privacy filters for laptop screens, rubber feet, screw sets, for which the warranty period is limited to 30 days and only for defective product.
4. Warranty does not apply to the software delivered with the devices: like all free and open source software, PureOS and its software components are provided on AS IS basis, without warranties of any kind either express or implied.
5. Warranty does not apply: (a) to consumable parts, such as batteries or protective coatings that are expected to diminish over time and normal use, unless failure has occurred due to a defect in materials or workmanship; (b) to cosmetic damage, including but not limited to scratches, dents and broken plastic on ports unless failure has occurred due to a defect in materials or workmanship; (c) to damage caused by use with a third party component or product that does not meet the Purism specifications; (d) to damage caused by accident, abuse, misuse, fire, liquid contact, earthquake, war, meteor strike or other external cause; (e) to damage caused by operating the device outside normal operating conditions (like extreme temperatures, extreme humidity, in a vacuum, etc.); (f) to damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of Purism; (g) to a device that has been modified to temporary or permanently alter functionality or capability in any way without the written permission of Purism; (h) to defects caused by normal wear and tear or otherwise due to the normal aging of the device.

Warranty policy notes:

• * warranty claim will be denied if not submitted within the warranty period, no matter when the issue has occurred
• * warranty claim will be denied if the customer does not reply within a month after communication with Purism starts
• * warranty claim can be denied if customer does not perform troubleshooting steps instructed by Purism
• * warranty claim can be denied if customer fails to ensure proper packaging of the device resulting in damage during transit
• * warranty claim can be denied if device has signs of damage caused by mishandling or misuse
• * warranty claim can be denied if the customer insists on returning a product with customization, such as stickers, privacy screen filters, etc, in a working state or undamaged, after the device was customized in a way that does not alter functionality thus haven’t invalidated point 3. (g)

Returns

Effective 1 August 2025:

We understand that sometimes issues may arise with your Purism hardware, and our dedicated support team is here to help! Before making a decision to return your product, we encourage you to contact our knowledgeable and friendly staff. They are eager to assist you in troubleshooting any concerns and finding solutions that may enhance your experience. If, after reaching out, you still feel the device does not meet your needs, please refer to the following return policies for guidance.

1. All returned products are processed via Return Merchandise Authorization (RMA) prior to return shipment. Contact our support department via email to request an RMA.
2. All RMAs must be requested within 14 calendar days from initial date of delivery. Return shipments must then be postmarked within 3 calendar days of RMA receipt.
3. All returns are subject to Purism’s quality inspection and must be evaluated as like-new or better condition.
4. All returns not resulting from mistakes in configuration or packaging by Purism incur a 20% restocking fee.
5. All returns must be returned in the original packaging with all original contents included.
6. All defective hardware products or components identified by Purism will be replaced with a replacement product or component free of charge (see Warranty policy sections 1 and 2).

Return eligibility

A defective item return request will be denied if:

1. Return shipment was received without prior authorization.
2. Device has signs of damage caused by mishandling or misuse.
3. Device was modified to temporarily or permanently alter functionality or capability in any way (including but not limited to: permanent attachment of the screen privacy filter).

A defective item return request may be denied if:

1. Customer does not perform troubleshooting steps instructed by Purism.
2. Customer fails to ensure proper packaging of the device resulting in damage during transit.
3. Customer fails to include original packaging with all contents in original configuration.

Refunds

Effective 1 August 2025:

1. Refunds are processed through the original payment method whenever possible.
2. Any wire transfer fees incurred by the recipient’s bank are deducted from the total refund amount.

Non-refundable items

1. Original shipping charges.
2. Return shipping charges for approved defective item return requests.
3. Anti-Interdiction products and setup fees.
4. Crowdfunded products or services.
5. Accessories and other products not immediately defective upon delivery, including but not limited to: privacy filters for laptop screens; rubber feet; screw sets.
6. Payment processor or wire transfer fees.

Cancellations

Effective 1 August 2025:

1. Order cancellations must be provided in writing prior to shipment.
2. Order cancellations must be provided in writing within 48 hours of payment.
3. For Librem AweSIM services, please refer to the Librem AweSIM terms + conditions.

Non-cancellable items

1. Anti-Interdiction setup procedures begin without notice once an order is in assembly and cannot be canceled once they begin.

Services Policies

Data protection and privacy

1. By registering to our services, you agree to comply with all applicable legal provisions regarding data protection in USA jurisdiction.
2. Your personal data are exclusively used for the processing of contracts made between you and us. Under no circumstances will the data collected be used beyond of the contractual purpose, or otherwise sold to third parties.

AweSIM cellular data service

AweSIM cellular data service terms and conditions:
Terms and Conditions: AweSIM cellular data service.

Librem 5 + AweSIM cellular bundle

Librem 5 + AweSIM cellular service bundle terms and conditions:
Terms and Conditions: Librem 5 + AweSIM cellular bundle.

Librem One Privacy policy

Librem One privacy policy is stated here.

Damaged or Missing Goods

For damaged or missing goods, refer to the policy here.

About this website

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