Servicing Your Device
You Received (But Did Not Purchase) Your Device From Your Service Provider
If you received your eero Device from a service provider (such as a telecommunications or internet or broadband provider) (your “Provider”) as part of a Provider service and you have questions or problems that you cannot resolve using your Provider’s online help resources, please contact your Provider at their address, website or phone number for service and returns. You can find their contact information in the Settings-Help section of the eero mobile application.
You Purchased Your Device (Including From Your Provider)
If you purchased your Device from a Provider, you should first contact that Provider at the address, website or phone number where you purchased or ordered your Device (also referred to as a “Product”) for service and returns under the following Limited Warranty.
eero LLC or the entity identified in Section 8 below as the warranty provider (as applicable) warrants to the original purchaser of the Product that the Product shall be free from defects in materials and workmanship under normal use for a period of one (1) year from the date of retail purchase by the original purchaser from an authorised reseller (a) for new, unopened Products, or (b) for eero-approved factory refurbished Products (as applicable, the “Warranty Period”).
If a hardware defect arises and a valid claim is received by eero within the Warranty Period, eero will exchange the defective original Product (“Original Product”) with a new or refurbished replacement Product that is the same version or a later version of the Product (“Replacement Product”). If eero, in its sole discretion, determines it is not reasonable to replace the defective Product, eero may refund to you the purchase price paid for the Original Product. In the event of a defect, to the extent permitted by law, these are your sole and exclusive remedies. This Limited Warranty is only valid in the jurisdictions where the Products are sold by Amazon.com.au, another Amazon website, eero itself or through an authorised reseller or agent, and is valid to the extent permitted by the applicable laws of such jurisdictions. Any Replacement Product will be warranted for the remainder of the original Warranty Period or ninety (90) days, whichever is longer, or for any additional period of time that may be applicable in your jurisdiction.
How to obtain Limited Warranty service
To obtain warranty service other than through your Provider, you must contact our customer service team via the contact information listed on our website at eero.com or via email addressed to email@example.com and obtain a Return Merchandise Authorisation (RMA) from our customer service team. eero, in its reasonable discretion, may choose to ship your Replacement Product(s) before receiving your Original Product back from you, and you must return your Original Product(s) to eero within 30 days after the delivery date of your replacement Product(s). You will not be charged for the replacement Product(s) as long as (i) you return the Original Product(s) to us prior to or within 30 days after the delivery date of your Replacement Product order, and (ii) the problem you reported with the Original Product(s) proves to be covered by the terms of this Limited Warranty.
If eero does not receive the Original Product(s) within 30 days after the delivery date of your Replacement Product order, or if eero determines that the problem with your Original Product(s) is not covered by this Limited Warranty, for example because one of the Exclusions in clause 3 applies, eero will charge the costs of shipping the Replacement Product(s), the costs of any prepaid delivery labels previously emailed to you, and the then-current standard price for the applicable Replacement Product(s) to your credit card or the original form of payment used at the time that you placed your original order. If eero does not have access to your prior payment information, eero will send you an invoice for the amounts due.
All Original Product(s) must be returned to the address specified by eero in either their original packaging or packaging providing an equal degree of protection, together with proof of purchase. To ensure successful delivery, you are required to return Original Product(s) using the prepaid return delivery label emailed to you by eero. It is your responsibility to retain a copy of the delivery label with the applicable tracking number issued by an agent of the carrier as proof that possession of the returned Original Product delivery was transferred to the carrier. By sending the Original Product(s) to eero, you agree to transfer ownership of the Original Product(s) to eero.
If your claim is valid based on this Limited Warranty, eero shall bear the shipping costs associated with return of the Original Product and delivery of the Replacement Product to you. Any Product that is returned to eero without a valid warranty claim or without an RMA may be rejected, returned to you at your cost (subject to prepayment) or kept for 30 days for your pick-up and then disposed of in eero’s sole discretion.
This Limited Warranty does not apply to a Product or part of a Product that has been altered or modified (e.g., to alter functionality or capability) by anyone who is not an authorised representative of eero or that is used outside the permitted or intended uses described by eero, with a power supply other than the eero power supply, or with an eero mobile application that has been altered or modified by anyone who is not an authorised representative of eero. In addition, this Limited Warranty does not apply to: (a) damage caused by use of the Product with commercially available non-eero products that have been altered or modified by you or a third party other than the manufacturer of such product; (b) damage caused by accident, abuse, misuse, spillage of food or liquid or other external causes; (c) damage caused by operating the Product outside the permitted or intended uses described by eero in its mobile application or in the help section of the eero website or with improper voltage or a power supply other than the eero power supply; (d) damage caused by service performed by anyone who is not an authorised representative of eero; or (e) damage caused by alteration or modification of the eero mobile application. This Limited Warranty is void if a Product is returned with removed, damaged or tampered labels or any alterations (including the unauthorised removal of any component or external cover).
This Limited Warranty only applies to the Product(s) manufactured by or for eero that can be identified by the “eero” trademark, trade name or logo affixed to it. The Limited Warranty does not apply to any (a) eero products and services other than the Product or (b) software, even if packaged or sold with the Product or embedded in the Product. See eero.com/legal/tos that accompany the eero mobile application for details of your rights with respect to its use. eero does not warrant that the operations of the Product will be uninterrupted or error-free. eero is not responsible for damages arising from failure to follow instructions relating to the Product’s use.
No eero reseller, agent or employee is authorised to make any modification, extension or addition to this Limited Warranty. If any term is held to be illegal or unenforceable, the legality or enforceability of the remaining terms shall not be affected or impaired.
Implied warranties and conditions
EXCEPT TO THE EXTENT PROHIBITED BY APPLICABLE LAW, ALL IMPLIED WARRANTIES AND CONDITIONS (INCLUDING WARRANTIES AND CONDITIONS OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE) SHALL BE LIMITED IN DURATION TO THE DURATION OF THIS LIMITED WARRANTY. SOME JURISDICTIONS DO NOT ALLOW LIMITATIONS ON THE DURATION OF AN IMPLIED WARRANTY OR CONDITION, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU. THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS THAT VARY FROM STATE TO STATE.
Limitation of damages
EXCEPT TO THE EXTENT PROHIBITED BY APPLICABLE LAW, EERO SHALL NOT BE LIABLE FOR ANY INCIDENTAL, INDIRECT, SPECIAL OR CONSEQUENTIAL DAMAGES, OR ANY LOSS OF PROFITS, REVENUE OR DATA, RESULTING FROM ANY BREACH OF EXPRESS OR IMPLIED WARRANTY OR CONDITION, OR UNDER ANY OTHER LEGAL THEORY, EVEN IF EERO HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND REGARDLESS OF THE FORM OF ACTION WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE) OR ANY OTHER LEGAL OR EQUITABLE THEORY. IN SOME JURISDICTIONS, THE FOREGOING LIMITATION DOES NOT APPLY TO DEATH OR PERSONAL INJURY CLAIMS, OR ANY STATUTORY LIABILITY FOR INTENTIONAL AND GROSS NEGLIGENT ACTS AND/OR OMISSIONS, SO THE ABOVE EXCLUSION OR LIMITATION MAY NOT APPLY TO YOU. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF SPECIAL, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU. THIS “LIMITATION OF DAMAGES” SECTION MAY NOT APPLY TO CUSTOMERS IN THE EUROPEAN UNION.
National statutory rights
This Limited Warranty gives you specific rights. Consumers in some jurisdictions may have additional legal rights under applicable national legislation governing the sale of consumer goods. These rights are not affected by this Limited Warranty.
FOR AUSTRALIAN CONSUMERS: Our Products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Products repaired or replaced if the Products fail to be of acceptable quality and the failure does not amount to a major failure.
If you purchased your Device: This Warranty is provided by: From eero.com, Amazon.com or from authorised resellers located in the United States. eero LLC
660 Third Street, 4th Floor
San Francisco, CA 94107
From Amazon.com.au Amazon Commercial Services, Pty Ltd
Level 37, Citigroup Tower, 2 Park Street
Sydney, NSW 2000 Australia
From an authorised reseller located in Australia eero LLC
660 Third Street, 4th Floor
San Francisco, CA 94107