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Post-Warranty Assistance
Support After Commercial Warranty Expiry
At Unbound XR, we understand that purchasing a VR headset or related hardware is an investment, and you expect high-quality products. If your product becomes defective outside the manufacturer's or commercial warranty period, we're here to help. Below, we explain how we can assist and what you can expect.
Statutory Warranty and Reasonable Lifespan
In the UK, products must meet reasonable lifespan expectations based on the type of product, the price, and normal use. Even after the commercial warranty has expired, the seller may be obliged to provide support under certain circumstances. This is also known as the conformity requirement. The average lifespan of different product groups is regularly determined by independent bodies such as the British Standards Institution. VR headsets fall under the 'portable' product group. Below you'll find an overview of relevant guidelines for VR hardware:
| Purchase Price | Average Lifespan |
|---|---|
| £0 or more | 2 years (24 months) |
This table provides an indication, but individual situations may vary. See also: this table.
European Regulations and Your Rights
According to EU regulations, the seller must repair or replace items you have purchased free of charge if they have defects or do not look or work as advertised. If this is not possible or the seller cannot do this within a reasonable period and without causing you too much inconvenience, you are entitled to a full or partial refund. You always have a warranty of at least 2 years from the moment you receive the item. Your country may have rules to protect you even further.
The two-year warranty period starts as soon as you receive your item.
If a defect comes to light within one year of delivery, you do not have to prove that it existed at the time of delivery. It is assumed that this is the case unless the seller can prove otherwise. If the defect comes to light after the first year, the customer must prove that the problem was present at the time of purchase.
For a comprehensive description of EU legislation, see: Link to EU Directive
How Do We Help After the Warranty Period?
1. Assessment of the Defect
Contact our customer service. We assess the defect and investigate whether repair or replacement is possible. In some cases, we may refer you to a specialised repair service.
2. Proportional Compensation
If repair or replacement is not possible, we determine a proportional compensation based on the remaining lifespan of the product. We take into account the original purchase price and the usage period.
Example Calculation:
• You purchased a VR headset for £599 with an expected lifespan of 2 years (24 months).
• After 20 months, the product becomes defective.
• The remaining lifespan is 4 months, or 17% of the total lifespan. You then receive compensation of up to 17% of the purchase price: £599 x 17% = £101.83.
(See also Article 14 of the EU Directive)
3. Discounts or Alternative Products
Instead of a monetary compensation, you can also opt for a discount on a replacement product. We offer attractive discounts as compensation.
Your Responsibilities
To make use of our support outside the warranty scheme, we ask for the following:
- Proof of Purchase: Ensure you can present the invoice or receipt.
- Demonstrating Original Defect: After the commercial warranty has expired, you must be able to prove that the defect was present at the time of purchase. We assess this during the defect analysis.
- Proper Care: The product must have been used and maintained normally. Damage caused by misuse or improper maintenance is not covered by the scheme.
How Do I Contact?
Contact our customer service at support@unboundxr.co.uk. We aim to offer you a suitable solution within two working days.
Frequently Asked Questions
1. My VR headset broke after 18 months. Is this covered by warranty?
If the commercial warranty has expired, we look at the expected lifespan. If this is longer than 18 months, you may be eligible for support. However, you must prove that the defect was present at the time of purchase.
2. Do I have to pay for an investigation into the defect?
The initial investigation is free of charge. If the defect falls outside Unbound XR's responsibility, charges may apply. This will always be discussed with you beforehand.
3. How is the cost of repair calculated?
Example Calculation:
- You purchased a VR headset for £599 with an expected lifespan of 2 years (730 days).
- The headset becomes defective after 500 days, meaning you have used 68.49% of the lifespan.
- The total repair costs are £200.
- Your share is 68.49% of £200 = £136.98, while Unbound XR covers 31.51% of the costs: £63.02.
4. Can I get a credit note instead of a refund?
Yes, we offer the option of a credit note or a discount on a new product.
Conclusion
At Unbound XR, we value customer satisfaction, even after the warranty period has expired. We are happy to help you find a solution that meets your expectations and our quality standards. Do you have any questions? Feel free to contact us!