Coverage
NGRAVE warrants genuine hardware products against defects in materials and workmanship for the period stated at purchase and in the product documentation. Mandatory legal guarantees remain unaffected.
Not covered
- Accidental damage, liquid exposure, fire, improper storage or misuse.
- Unauthorized repair, modification, disassembly or altered security features.
- Normal cosmetic wear that does not affect operation.
- Loss of a device, recovery information, digital assets or access credentials.
- Use with unsupported software, assets or networks.
Claim procedure
Contact support@ngrave.net with the order number, serial information where requested, a description of the issue and supporting photographs or video. Never send recovery information or private keys.
Remedy
After assessment, NGRAVE may repair, replace or refund an eligible defective product as required by applicable law. Replacement products may be new or equivalent in performance and reliability.
Security reminder
NGRAVE support will never ask for a private key, recovery phrase or the complete contents of a backup. Keep that information offline and confidential.