TESmart Extended Warranty Policy

Register for Extended Original Manufacturer's Warranty

  1. What is a Valid Proof of Purchase?

    • For any Limited Warranty claim, valid Proof of Purchase is required. A valid Proof of Purchase is defined as one of the following:
      • A dated sales receipt from an authorized TESmart Dealer or Reseller. The receipt must show the product description and price.
      • A dated official e-mail from an authorized online TESmart Dealer or Reseller confirming the purchase and shipment of the product. The confirmation e-mail must show the product description and price.
      • An order number from one of TESmart's websites(E.g, www.tesmart.com is in English, www.tesmart.de is in German, www.tesmart.jp is in Japanese).
    • Some examples of non-valid Proof of Purchase are:
      • A picture of the actual product.
      • A Certificate of Authenticity.
      • Receipts from non-authorized TESmart Dealers.
      • Receipts from any online auction sites, liquidators, or clearance houses.
      • Canceled checks.
      • Credit card statements.
*TESmart reserves the right to take any action to protect itself against all forms of suspicious claims, including, without limitation, requiring further verification of identity and details of the claimant and qualifying purchases as well as debarment of the claim.
*The websites operated by TESmart brand include www.tesmart.com in English, www.tesmart.de in German, and www.tesmart.jp in Japanese. The following uses "tesmart.com" instead of all websites.
  1. What if I don't have Proof of Purchase?

    • If you purchased directly from tesmart.com, we may have a record of your purchase and can locate it for you. Just let us know the order number. If you do not have the order number, we may be able to locate it using your name, address, and e-mail address.
    • If you purchased from a TESmart dealer or reseller, contact the dealer or reseller and see if they can provide a copy of your receipt. They will often have your purchase history on file and be able to supply a copy of the receipt for you.
    • If the product was purchased online, be sure to check your old e-mails. The vendor should have sent you a confirmation page showing that the product has been shipped to you.
    • If the product was a gift, we suggest you ask the giver to provide you with a receipt. You may also ask them if they could handle the Limited Warranty process for you if asking for the receipt is not appropriate.
  1. Why does TESmart require valid Proof of Purchase?

    • TESmart must positively identify that the product falls within the applicable Limited Warranty period. We also need to verify that the product was purchased from an authorized seller of TESmart products.
    • Products purchased from non-authorized dealers are often used as counterfeit, re-boxed, defective, or gray market goods. These units may also not be designed and packaged to work in your country and may not meet all legal and safety requirements. TESmart will not be able to honor a Limited Warranty on products not purchased from an authorized dealer or ones that are outside the Limited Warranty period. If you have purchased the product from an unauthorized dealer, all support and Limited Warranty issues should be directed to that dealer.
    • TESmart has these policies in place to protect both our valued customers and resellers.
  1. Who is authorized to sell TESmart products?

    • TESmart currently sells products directly on Amazon, eBay, tesmart.com, and tesmart.de and we are in the process of covering more online sites. If you have any questions as to whether or not a dealer is an authorized reseller, please contact us at the following link.
  1. How long is my Limited Warranty?

    • You are eligible for one-year Limited Warranty support commencing upon the date of the retail purchase of your product. If you are a German customer, you are eligible for 2-year Limited Warranty support commencing upon the date of the retail purchase of your product, in accordance with applicable local law.
    • All new products will have the one-year Warranty Period, subject to applicable local law. Certain "end of life", sell out or discontinued products may have a shorter Warranty Period; this will be clearly marked at the time of purchase and the given Warranty Period will be stated at that time.
    • The VIP extended warranty expires within three years from the date of the product purchase. Register now to extend the warranty to 3 years!  
    • The registration extension warranty program is for the main unit of TESmart KVM switch series products. Non-KVM series products (such as matrices, HDMI splitters, KVM extenders, etc.) and accessories (such as cables, remote controllers, power adaptors, etc.) are not covered by registration extension warranty program.
    • The registration extension warranty program is available for customers in the U.S. and EU who order from websites or Amazon stores operated by TESmart brand. 
    • If you are uncertain whether your product is eligible for Limited Warranty support or registration extension warranty program, please contact our support team for clarification.
  1. Where can I get Limited Warranty support?

    • Many answers to common questions and problems can be found within our Knowledge base. If you are unable to find a solution to your problem in our knowledge base articles, you can contact our support team. Our knowledge base and further support information can be found at support.tesmart.com.
  1. What are the terms and conditions of the Limited Warranty? What is covered?

    • LIMITED PRODUCT WARRANTY ("Limited Warranty")
    • Limited Warranty. TESmart warrants the product to be free from defects in materials and workmanship (subject to the terms set forth herein) when used normally in accordance with the official documentation for the applicable Warranty Period from the date of retail purchase. The warranty is for the product's main unit. Accessories such as cable, remote controller, power adaptor, etc. are not covered by warranty.
    • Registration Extension Warranty Program.  Register now to extend the warranty to 3 years!  The registration extension warranty program is for the main unit of TESmart KVM switch series products. Non-KVM series products (such as matrices, HDMI splitters, KVM extenders, etc.) and accessories (such as cables, remote controllers, power adaptors, etc.) are not covered by registration extension warranty program. The registration extension warranty program is available for customers in the U.S. and EU who order from websites or Amazon stores operated by TESmart brand.
    • Exclusions and Limitations. This Limited Warranty does not cover:
      • software, including (without limitation) (i) the operating system and software added to the TESmart-branded hardware products through our factory-integration system, (ii) third-party software, or (iii) the reloading of software, software configurations, or any data files;
      • non-TESmart branded products and accessories, even if packaged and sold with the product;
      • problems with and/or damage to the product caused by using accessories, parts, or components not made by TESmart;
      • damage caused by service (including upgrades and expansions) performed by anyone who is not officially acting as an employee, representative, or sub-contractor of TESmart;
      • claims arising from any unacceptable use or care of the product, including (without limitation) misuse, abuse, negligence, unauthorized modification or repair, unauthorized commercial use, or any operation of the product outside TESmart's recommended parameters;
      • claims arising from external causes, including (without limitation), accidents, acts of God, liquid contact, fire, or earthquake;
      • Products with a serial number or date stamp that has been altered, obliterated, or removed;
      • Products for which TESmart will not receive payment;
      • cosmetic damage, minor cosmetic abnormalities (including minor pixel abnormalities), and normal wear and tear, including (without limitation), scratches, dents, and chips.
      • TESmart does not warrant that the operation of the product will be uninterrupted or error-free. ALL SOFTWARE AND THIRD-PARTY PRODUCTS AND ACCESSORIES PROVIDED WITH THE PRODUCT ARE PROVIDED "AS IS". You assume the entire risk as to the quality, performance, accuracy, and effect of such items, and should any prove defective, you, and not TESmart, assume the entire cost of all necessary servicing or repair.
    • Remedies under this Limited Warranty (No Repairs, but Only Exchanges). If an eligible claim on the Limited Warranty is received by TESmart within the applicable Warranty Period, TESmart will exchange the product with a product that is new or which has been manufactured from new and is at least functionally equivalent to the original product. Goods presented for repair will be replaced by new goods of the same type rather than being repaired. TESmart reserves the sole right to determine whether a claim is eligible and/or whether the product is defective. Where the product is an "end of life" product model, TESmart may (at its sole option) exchange the product with a functionally equivalent substitute model from TESmart's current product range. TESmart has the sole option to provide any other type of remedy in addition to or in substitution of the aforesaid remedies. Exchanged products shall be warranted free from defects for a period of ninety (90) days after the date of exchange (as the case may be), or for the remainder of the original Warranty Period, whichever is longer.
    • Help Resources. Before lodging a claim on the Limited Warranty, please review the online help resources at support.tesmart.com. If the product is still not functioning properly after making use of these resources, please contact TESmart through support.tesmart.com or your authorized distributor or dealer. You may be required to assist with the diagnosis process to verify and ascertain any issues which you may be facing with the product. Service options, parts availability and response times may vary depending on the country in which the Limited Warranty claim is lodged.
    • How to make a Limited Warranty claim.
    • IF YOU PURCHASED THE PRODUCT FROM A TESMART RESELLER, PLEASE CONTACT THE TESmart RESELLER IN REGARDS TO YOUR LIMITED WARRANTY CLAIM. YOU CAN ALSO GET A LIMITED WARRANTY CLAIM FROM THE MANUFACTURER BY REGISTERING AS A TESMART-CERTIFIED USER. REGISTER NOW TO RECEIVE A 2-YEAR EXTENDED WARRANTY!
    • If you are unable to return the product to the TESmart reseller for whatever reason, or if you have purchased the product directly from TESmart at tesmart.com, then please follow the steps below:
      • Visit TESmart support team on the website (https://www.tesmart.com/pages/contact) or by email (service@tesmart.com).
      • Provide Valid Proof of Purchase and the reason for the return to TESmart support team.
      • Send the product and Valid Proof of Purchase to the TESmart support address provided by TESmart customer support.
    • DO NOT SEND TESMART SUPPORT TEAM ANY PRODUCT THAT HAS NOT BEEN CONFIRMED BY THE TESMART SUPPORT TEAM AS RETURNABLE.
    • We advise that you select a method of shipping that is traceable (eg. UPS, DHL, FedEx). Any expense of claiming under this Limited Warranty will be borne by the person making the claim (including any shipping and handling charges in returning the product to TESmart, as well as any applicable customs, duties or taxes in relation to the claim). If the product is validly returned under the terms of this Limited Warranty, TESmart will be responsible for postage expenses for shipping the product back to you (but not any customs charges, duties, or taxes). You are responsible for ensuring that the product is properly packaged and will bear the full risk of loss or damage for any product that is returned improperly packaged. The risk of loss or damage in the returned product only passes to TESmart when the product is received by TESmart and TESmart shall not be responsible for items lost in transit to us. In the event that the procedure herein is not followed, TESmart reserves the right to accept the delivery of the product on such terms that it may determine at its sole discretion.
    • Consumer Law. This Limited Warranty gives you specific legal rights, and you may have other rights that vary by your country, province, or state, as applicable. Other than as permitted by law, TESmart does not exclude, limit or suspend other rights you may have. For a full understanding of your rights, you should consult the laws of your country, province, or state, as applicable.
    • Translation. This Limited Warranty may be translated into any other language. However, in the event of any inconsistency between the English language version and any translated versions, this English version will at all times prevail and take precedence.
    • General. This Limited Warranty applies only to the original purchaser of the product and is non-transferable. No TESmart reseller, agent, distributor, or employee is authorized to make any modification, extension, or addition to this Limited Warranty. If any term of this Limited Warranty is held to be illegal or unenforceable, the legality or enforceability of the remaining terms shall not be affected or impaired.
  1. What if my product is legacy or obsolete?

    • Owners of TESmart products may obtain repair services from TESmart for products that are no longer manufactured. Visit TESmart support team on the website (https://www.tesmart.com/pages/contact) or by email (service@tesmart.com). But, where the product is an "end of life" product model, and repair cannot be completed because the part is discontinued, TESmart may (at its sole option) exchange the product with a functionally equivalent substitute model from TESmart's current product range. TESmart has the sole option to provide any other type of remedy in addition to or in substitution of the aforesaid remedies. Exchanged products shall be warranted free from defects for a period of ninety (90) days after the date of exchange.
  1. Does TESmart offer protection plans to extend service coverage for TESmart products?

    • YES, WE OFFER A REGISTERED EXTENDED WARRANTY PLAN, REGISTER NOW TO EXTEND THE WARRANTY TO 3 YEARS!  The registration extension warranty program is for the main unit of TESmart KVM switch series products. Non-KVM series products (such as matrices, HDMI splitters, KVM extenders, etc.) and accessories (such as cables, remote controllers, power adaptors, etc.) are not covered by registration extension warranty program. The registration extension warranty program is available for customers in the U.S. and EU who order from websites or Amazon stores operated by TESmart brand.
    • In addition, we will launch TESmartCare Protection Plans in the future. TESmartCare Protection Plans will be purchased concurrently with your TESmart gear through tesmart.com.

Global Warranty

  1. What is covered by TESmart Global Warranty?

    • The TESmart Global Warranty currently covers the USA, EU, and Japan. We provide local service support in the above three countries for quick after-sales and warranty. For areas other than these three, we are actively establishing global warranty workflows, but currently, they are not covered by the Global Warranty. Please contact the TESmart support team to confirm that your product is eligible for the global warranty before submitting it.
    • TESmart Global Warranty covers TESmart products at the level of standard warranty offered in the country in which it is used. For example, a product purchased in country "A" and moved to country "B" receives the current warranty coverage provided by country "B" (if that product is marketed or supported in country B).
    • The registration extension warranty program is available for customers in the U.S. and EU who order from websites or Amazon stores operated by TESmart brand.
  1. What is not covered by TESmart Global Warranty

    • TESmart Global Warranty does not offer an identical warranty everywhere in the world. TESmart Global Warranty does not change or affect TESmart Service Agreements, TESmart Service Contracts, or support services bundled with TESmart hardware. TESmart will not alter the form, fit, or function of the product to make it operate in a country in which it was never intended to function, for legal or regulatory reasons.
  1. FAQs

    • Q: If I purchase my product in country "A" and move it to country "B," do I have to register my product a second time with TESmart?
    • A: No. Since TESmart has a worldwide warranty database, users register only once.
    • Q: Do I have to pay to obtain an international warranty and/or declare/register products to be entitled to an international factory warranty?
    • A: No. International warranty conditions are features of the products and registration is free of charge. Detailed warranty information and support are available by contacting TESmart Customer Support.
    • Q: In which countries can I register my global warranty?
    • A: The TESmart Global Warranty currently covers the USA, EU, and Japan. If in another country, please contact the TESmart support team to confirm that your product is eligible for the global warranty before submitting it.
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