Warranty and RMA policy

Last Updated: 2025

This Warranty & RMA Policy applies to FPGA hardware products, accessories, and supporting software (“Products”) sold by SystemHighway APS–Denmark (“we”, “our”, “us”). By purchasing or using our Products, customers accept the terms outlined below.

1. Limited Hardware Warranty

1.1 Warranty Period

SystemHighway APS–Denmark provides a 12-month limited hardware warranty from the date of delivery, covering defects in materials and workmanship under normal use.

1.2 Warranty Coverage

During the warranty period, we will, at our discretion:

Repair the defective hardware,
Replace it with an equivalent unit, or
Offer a partial or full refund, depending on the situation.

Replacement hardware may be new or refurbished.

2. Exclusions from Warranty

The warranty does NOT cover damage caused by:

Improper installation or handling
Electrical overstress (EOS) or electrostatic discharge (ESD)
Operating the hardware outside specified ratings
Short circuits or physical damage
Soldering, modification, rework, or component replacement
Mechanical damage, bent pins, connector damage
Software misconfiguration or user design failures
Using unsupported third-party tools or drivers
Accidents, misuse, negligence, or unauthorized repair attempts

Warranty applies only to defects attributable to manufacturing or materials.

3. No Warranty for Software

Supporting software, tools, drivers, configuration utilities, or activation files are provided “as is” and are not covered by any warranty.

We do not guarantee:

Compatibility with Xilinx/AMD, Intel/Altera, or third-party toolchains
Achievement of timing closure, compilation success, or design performance
Correct operation of customer-created FPGA bitstreams
Any specific system-level outcome in customer applications

4. Customer Technical Responsibility

The warranty does not cover failures arising from:

Incorrect usage of FPGA development tools (Vivado, Vitis, Quartus, ModelSim, etc.)
Incorrect IP configuration or design integration
Timing, compilation, or project setup errors
Inadequate FPGA development experience

The customer is responsible for ensuring proper tool usage and system integration.

5. RMA (Return Material Authorization) Process

If you believe your hardware is defective:

5.1 Step 1 — Contact Support

Email us at:

📧 support@systemhighway.com

Include:

Order number
Product model and serial number
Detailed issue description
Photos or videos if physical damage is suspected
Test logs, screenshots, or error messages

5.2 Step 2 — Initial Diagnosis

Our engineering team will attempt remote diagnosis.
If the issue cannot be resolved remotely, and appears to be hardware-related, an RMA number will be issued.

5.3 Step 3 — Shipping the Product

Customers must:

Ship the product securely in original or equivalent packaging
Include all accessories and documentation
Cover shipping costs to our service center

We recommend using insured and trackable shipping.

5.4 Step 4 — Inspection and Verification

Once received, our engineers will inspect and test the hardware.
If the defect is covered under warranty, the repair, replacement, or refund will proceed at no charge.

If the failure is not covered by warranty, we will notify you with options:

Paid repair service
Replacement at discounted cost
Return of the original unit (shipping cost borne by customer)

6. DOA (Dead on Arrival) Policy

If a product arrives non-functional:

Notify us within 7 days of delivery
Provide photos/videos for verification

Once confirmed, we will:

Replace the product free of charge, or
Offer a full refund

Shipping costs for DOA replacements are covered by us.

7. Shipping Costs & Risk

Customers are responsible for shipping products to us during RMA.
We cover shipping for warranty replacements or DOA returns.
We are not responsible for items lost or damaged during return shipping.

8. Warranty Void Conditions

Warranty is void if:

Serial numbers or labels are removed or tampered with
Hardware shows signs of unauthorized repair or modification
Damage results from user error or unsupported operation
Product is used for prohibited or export-controlled end-use (per our Export Compliance Policy)

9. Limitation of Liability

To the maximum extent permitted by law:

We are not liable for indirect, incidental, or consequential damages
Warranty does not cover loss of data, business interruption, or financial loss
Warranty obligations are limited solely to repair, replacement, or refund

10. Contact Information

For all warranty or RMA inquiries:

📧 support@systemhighway.com

📍 SystemHighway APS–Denmark, Denmark