Winmate Global Warranty & Product Responsibility Policy

Introduction

At Winmate, we believe that long-term customer relationships are built on trust, product quality, responsive service, and clearly defined responsibilities. For more than 25 years, Winmate has designed and manufactured rugged computing solutions for mission-critical industries, including defense, public safety, industrial automation, transportation, logistics, healthcare, marine, energy, utilities, mining, and hazardous environments. Our products are deployed worldwide in environments where reliability, safety, and continuous operation are essential. To support these demanding applications, Winmate has established a comprehensive quality management system, global service infrastructure, and standardized warranty process designed to deliver consistent support throughout the product lifecycle. This policy outlines Winmate's warranty philosophy, manufacturing commitment, and principles governing product responsibility.

Our Commitment to Quality

Every Winmate product is manufactured under controlled quality management systems and is subject to multiple verification processes before shipment. These include supplier qualification and component validation, incoming material inspection, component traceability, controlled manufacturing processes, functional testing, environmental and reliability testing, electrical verification, firmware and BIOS validation, final quality assurance inspection, packaging inspection, and shipment authorization. Products are released for shipment only after successfully meeting Winmate's established quality requirements.

Manufacturer's Warranty

Winmate provides a standard manufacturer's warranty from the date of shipment (the standard warranty period may vary by product category, please refer to your specific product datasheet or contract). Extended warranty programs are available for customers requiring longer product life-cycle support. The warranty covers defects resulting from materials, manufacturing workmanship, factory assembly, and manufacturing process non-conformance. When a manufacturing defect is confirmed, Winmate will, at its sole discretion, repair, replace, or refund the affected product in accordance with the applicable warranty terms. Such repair, replacement, or refund shall constitute the customer's sole and exclusive remedy for any valid warranty claim.

Warranty Scope

Winmate's warranty is a manufacturer's warranty. Its purpose is to ensure products leave Winmate manufacturing facilities in compliance with approved engineering specifications and quality standards. It guarantees manufacturing quality and does not extend to activities performed by organizations after products leave Winmate's control, including installation, integration, software deployment, field service, logistics handling, or other downstream commercial activities, unless expressly agreed in writing by Winmate.

Product Lifecycle Responsibility

Industrial products often pass through logistics providers, warehouses, staging centers, system integrators, software imaging facilities, repair depots, dealers, and field service organizations. Each participant is responsible for maintaining quality during the activities under its direct control.

Transfer of Custody

Unless otherwise agreed in writing, transfer of custody occurs upon delivery of conforming products to the customer's designated receiving location or authorized logistics partner. Such transfer does not relieve Winmate of responsibility for verified manufacturing defects covered under this Warranty; however, Winmate assumes no responsibility for defects, damage, or failures introduced after transfer of custody. Activities such as storage, transportation, software installation, imaging, BIOS updates, configuration, staging, repackaging, integration, and distribution performed after delivery fall outside Winmate's manufacturing process.

Root Cause Analysis

Warranty responsibility should be determined through objective engineering analysis rather than solely by where or when a failure is discovered. Each claim is evaluated using technical investigation, diagnostics, manufacturing records, failure analysis, and, where applicable, inspection of returned products or components. Acceptance of a product for inspection, testing, or repair does not constitute an admission of product defect, warranty responsibility, or legal liability.

Warranty Exclusions

The warranty does not cover failures resulting from improper handling, storage, transportation after delivery, excessive ESD, environmental exposure outside specifications, unauthorized software or firmware modification, improper installation, customer modifications, abuse, misuse, vandalism, accidental damage, force majeure events, or any damage or failure introduced by third parties after delivery. Unless expressly agreed in writing, the warranty does not cover field labor, travel expenses, installation costs, removal costs, software deployment, configuration services, logistics handling, business interruption, loss of use, customer goodwill programs, or other commercial service-related costs.

Warranty Claim Procedure

Warranty claims must be submitted through Winmate's authorized RMA process. Customers may be required to provide proof of purchase, product serial number, failure description, operating conditions, supporting diagnostics, photographs, logs, or other information reasonably necessary to evaluate the claim. Claims submitted after expiration of the applicable warranty period shall not be eligible unless otherwise agreed in writing. Winmate reserves the right to inspect, test, disassemble, repair, replace, or retain returned products or components as necessary to determine warranty eligibility and root cause.

Data Backup Disclaimer

Customers are solely responsible for backing up all software programs, data, and configuration settings before sending products to Winmate for service. Winmate shall not be held liable for any loss, corruption, or recovery of data.

Shipping and Customs

Unless otherwise agreed, the customer is responsible for shipping costs and any applicable customs duties when sending products to Winmate or Winmate's authorized or designated service centers for warranty service. Winmate will cover the return shipping costs for validated warranty repairs, unless otherwise stated in the applicable agreement. Products returned without prior RMA authorization may be rejected, delayed, or returned at the customer's expense.

Limitation of Liability

In no event shall winmate be liable for any indirect, special, incidental, consequential, exemplary, or punitive damages, including but not limited to loss of profits, loss of revenue, business interruption, loss of data, loss of use, field service costs, customer chargebacks, dealer claims, goodwill payments, or damage to other property, even if advised of the possibility of such damages.

Warranty Disclaimer

Except as expressly stated in this Warranty Policy, and to the maximum extent permitted by applicable law, Winmate disclaims all other warranties, whether express, implied, statutory, or otherwise, including but not limited to implied warranties of merchantability, fitness for a particular purpose, non-infringement, and any warranty arising from course of dealing, usage, or trade practice.

Commercial Warranty Programs

Customers, distributors, dealers, or system integrators may provide broader commercial warranty, service, exchange, field support, or goodwill programs to their own customers, dealers, or end users. These programs are independent business decisions and do not modify, expand, or transfer additional responsibility to Winmate unless expressly agreed in writing by Winmate.

Warranty Modification Authority

No distributor, reseller, dealer, employee, sales representative, service provider, or other third party is authorized to modify, extend, or expand this Warranty Policy unless such modification is expressly approved in writing by Winmate.

Third-Party Components and Software

Third-party software, batteries, accessories, storage media, operating systems, licensed applications, or components supplied by others may be subject to their respective manufacturers' or licensors' warranty terms. Winmate's warranty does not extend beyond Winmate's own manufacturing responsibility unless expressly agreed in writing.

Global Service Commitment

Winmate maintains a global support network providing technical support, warranty repair, RMA services, diagnostics, spare parts, Product Longevity Program support, extended warranties, and enterprise service agreements.

Fair Allocation of Responsibility

Winmate believes successful partnerships are built on fairness, transparency, and mutual accountability. Warranty obligations should be based on verified technical evidence, root-cause analysis, contractual agreements, objective engineering evaluation, and clearly defined process ownership—not solely on where a failure is discovered.

Continuous Improvement

Winmate continuously analyzes warranty data, customer feedback, field performance, and reliability metrics to improve product quality, supplier performance, and customer support.

Our Promise

Winmate stands behind every product it manufactures and is committed to delivering high-quality products, responsive global support, and transparent warranty practices while fostering long-term partnerships built on trust, technical excellence, and fair allocation of responsibility.

Last updated July 9, 2026