This Limited Warranty and Accidental Damage Protection Policy (“Policy”) is provided by Off-the-Shelf Tech Stack, LLC (“OTS” or “Company”) for eligible OTS Media Controller hardware products (“Product”).
This Policy describes the Company's express warranty coverage, subscription-based protection benefits, claim procedures, exclusions, shipping responsibilities, and limitations. Coverage is subject to the terms below and applicable law.
1. Coverage and Duration
The Company's express limited hardware warranty covers defects in materials and workmanship under normal, intended use.
The applicable express warranty period is determined by the Product's purchase and coverage status:
Up to seven (7) years from the original hardware purchase date, subject to the applicable active subscription and eligibility requirements.
Up to five (5) years from the original hardware purchase date, subject to the applicable active subscription and eligibility requirements.
The Company's express limited hardware warranty is limited to one hundred eighty (180) days from the original hardware purchase date.
The original hardware purchase date is the date the customer purchases the controller hardware from OTS, as reflected in the applicable order or purchase record.
These periods describe the Company's express warranty coverage and do not eliminate any rights or remedies that cannot lawfully be limited or excluded.
The maximum warranty period does not restart when a Product is repaired, replaced, or transferred to a replacement unit. Any replacement unit receives the remainder of the applicable original warranty period, unless otherwise required by law or agreed to in writing.
2. Subscription-Based Protection and Controller Registration
An eligible, active, and paid subscription provides access to extended hardware protection and accidental-damage benefits, subject to this Policy.
Each subscription covers one (1) eligible controller. Customers must register the serial numbers of the controllers they wish to cover. The number of registered controllers may not exceed the number of eligible subscriptions purchased and maintained by the customer.
Customers are responsible for ensuring that the serial numbers submitted to OTS accurately identify the controllers for which coverage is requested. Coverage applies only to controllers whose serial numbers have been registered and accepted by OTS as eligible for the applicable subscription benefits.
OTS may request reasonable documentation to verify controller identity, hardware purchase date, subscription status, registration, and claim history.
A controller is not eligible for subscription-dependent benefits merely because the customer owns an active subscription for a different controller. Subscriptions may not be transferred between controllers for purposes of obtaining coverage for an incident that occurred before the transfer was approved.
The subscription must be active and paid when the incident occurs and when the claim is submitted. A subscription purchased, renewed, or assigned after an incident does not provide retroactive coverage for that incident.
If a subscription expires or is canceled, subscription-dependent benefits end as provided in the applicable subscription terms. Expiration does not eliminate rights that cannot lawfully be waived or claims properly arising under an otherwise applicable warranty.
3. Accidental Damage Protection
Accidental-damage protection is available only for a registered, eligible controller with an applicable active and paid subscription.
Covered accidental damage means sudden, unintended physical damage occurring during ordinary use, including:
- Accidental drops resulting in physical damage.
- Cracked or broken touchscreen glass.
- Accidental damage to the controller's enclosure or case.
- Accidental liquid spills that physically damage the controller, subject to the exclusions below.
Accidental damage does not include intentional destruction, deliberate misuse, loss, theft, or damage resulting from unauthorized modification.
One-Claim Limit
Each eligible controller is entitled to a maximum of one (1) approved accidental-damage claim during its entire eligible accidental-damage coverage period.
A single incident involving multiple damaged components, including both the touchscreen and enclosure, constitutes one claim.
OTS may repair the controller or provide a replacement under the approved claim. Repair and replacement arising from the same incident do not constitute separate claims.
Once the accidental-damage claim limit has been used, no further accidental-damage claims will be covered for that controller, even if the subscription is renewed or extended.
Exhausting the accidental-damage claim limit does not automatically terminate otherwise-applicable coverage for manufacturing defects or other failures that qualify under a separate applicable warranty provision.
4. Manufacturing Defects and Other Hardware Failures
Eligible manufacturing defects and hardware failures covered by the applicable express limited hardware warranty will be addressed in accordance with this Policy.
Failures outside the applicable express warranty period, failures affecting controllers not registered for subscription coverage, and requests for additional assistance may be considered individually at OTS's discretion.
Any voluntary assistance outside an applicable warranty obligation may be subject to inspection, availability of parts, repair costs, or replacement costs. A discretionary accommodation does not establish a right to the same accommodation for future claims.
OTS will not use this discretionary provision to deny a remedy required by applicable law or an otherwise valid express warranty.
5. Exclusions
To the extent permitted by applicable law, this Policy does not cover:
- Loss or theft of the controller.
- Intentional damage, abuse, or deliberate destruction.
- Purely cosmetic damage that does not affect functionality and is not otherwise covered as accidental damage.
- Damage resulting from unauthorized repair, modification, or tampering.
- Damage resulting from use outside the controller's intended purpose or operating specifications.
- Damage resulting from external electrical events, improper power supplies, or environmental conditions outside the controller's specified operating limits.
- Normal wear and deterioration that do not constitute a covered defect.
- Damage caused by failure to follow published installation, operating, or maintenance instructions.
OTS will evaluate the cause of a reported failure using reasonable evidence. The presence of unauthorized repair or modification alone will not automatically exclude an unrelated defect; exclusions apply to the extent permitted by law and applicable to the reported failure.
6. Mandatory Claim Preapproval
Customers must contact OTS technical support to initiate a claim and receive authorization and return instructions.
OTS may request photographs, diagnostic information, proof of purchase, the controller's serial number, subscription information, or other reasonable documentation to evaluate the claim.
Customers must not ship a controller to OTS without prior authorization. Unauthorized returns may be refused or returned to the customer at the customer's expense, subject to applicable law.
Claim approval must identify the authorized service or return and may include specific shipping instructions. Approval to return a controller for inspection does not necessarily mean the claim has been approved for warranty repair or replacement.
OTS will determine the appropriate remedy after reviewing the claim and, when necessary, inspecting the controller. Remedies may include repair, replacement, or another remedy required by law.
7. Shipping Responsibilities
Shipping responsibilities depend on whether the claim qualifies as the customer's first approved claim or a subsequent claim.
First Approved Claim
For the first approved claim for an eligible controller, OTS will cover reasonable shipping costs in both directions:
- Shipping to OTS: OTS will provide a prepaid shipping label for the authorized return.
- Shipping back to the customer: OTS will pay the shipping cost for the repaired or replacement controller.
OTS will determine the carrier and shipping service at its discretion. Customers must use the shipping label and carrier instructions provided by OTS unless OTS authorizes an alternative in writing.
OTS is not responsible for unauthorized shipping arrangements or additional shipping charges incurred without its prior written approval.
Subsequent Claims
For subsequent claims involving the same controller, the customer is responsible for shipping the controller to OTS, including packaging and applicable freight costs.
For claims approved for repair or replacement, OTS will pay the return shipping cost for the repaired or replacement controller.
The one-claim accidental-damage limit remains applicable regardless of shipping arrangements. Shipping benefits do not create additional accidental-damage claims or expand the scope of warranty coverage.
Shipping Instructions and Risk
Customers must package the controller appropriately and follow OTS's return instructions. OTS may provide packaging or additional handling instructions when reasonably necessary.
The parties' responsibilities for loss or damage during shipping will be determined by applicable law and any separately disclosed shipping terms. Nothing in this section excludes liability that cannot lawfully be excluded.
8. Replacement Products
Replacement controllers may be new or professionally refurbished and will be functionally equivalent to or better than the original controller.
Replacement does not restart the original warranty period unless required by law or expressly agreed to in writing.
OTS may require the original controller to be returned as a condition of an approved replacement. Any return deadline, unreturned-equipment charge, or other replacement condition will be disclosed to the customer before the replacement is accepted.
9. Transferability
This express limited warranty applies to the original purchaser and the original registered controller, unless OTS expressly approves a transfer in writing or applicable law requires otherwise.
A subscription or registered serial number may not be reassigned to another controller to obtain coverage for a previously existing failure or incident.
Nothing in this provision limits the rights of any person who is entitled to enforce a warranty under applicable law.
10. Limitation of Liability
To the maximum extent permitted by applicable law, OTS's liability under this Policy is limited to the remedies expressly provided by the applicable warranty or required by law.
To the maximum extent permitted by applicable law, OTS will not be liable for indirect, incidental, special, exemplary, or consequential damages, including loss of revenue, loss of use, business interruption, or loss of data.
Nothing in this Policy excludes or limits liability that cannot lawfully be excluded or limited, including applicable non-waivable consumer rights or remedies.
11. Governing Law
This Policy is governed by the laws of the Commonwealth of Massachusetts, without regard to its conflict-of-law principles, except where applicable law requires otherwise.
Nothing in this Policy deprives a purchaser of any mandatory rights or remedies under applicable law.
12. Policy Changes
OTS may revise this Policy prospectively. Changes will not retroactively reduce coverage for a previously purchased controller or a claim arising before the change's effective date, except where otherwise permitted by law or expressly agreed to by the affected purchaser.
The version of this Policy applicable to a purchase will be the version provided or made available at the time of that purchase, subject to applicable law and any valid written agreement between the parties.
13. Contact Information
For warranty claims, service requests, or questions, contact:
Off-the-Shelf Tech Stack, LLC
Warranty and Technical Support
https://cmd.us.ots-mc.com/
Use the support contact information published on the Company's website to initiate a claim and obtain return authorization.