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Warranty and Returns Policy

If you’re looking to return or exchange your order, we're here to help!

The Backbone One is designed to meet high levels of quality and durability. The Backbone One is also complex and challenging to manufacture. At Backbone, we do our best to rigorously test Backbone One before shipment to customers with a goal that you will never need to request warranty support. However, if you find anything not right with your Backbone One experience we will work closely and kindly with you to try to make it right in accordance with this warranty and returns policy.

Non-Warranty Returns

We want you to love your Backbone One! However, if you are not satisfied with your purchase you may be eligible to return your product for a refund as follows:

You are eligible to return your Backbone One product, free of charge via US mail (or equivalent), for a refund if:

  • You purchased your Backbone One from an authorized reseller within 15 days of your return request and provide us with proof of purchase.
  • You return your Backbone One to us in like new condition, in original packaging.
  • You have an approved return as submitted through our return portal found here.

If you do not meet these eligibility requirements, we may provide a partial refund or no refund at all.

If you are returning your Backbone One from outside of the US, you are responsible for cost of returning your Backbone in accordance with your approved return.

Backbone One Limited 1 Year Warranty

For a period of one (1) year from the date of retail purchase from an authorized reseller and by the original end- use purchaser, Backbone Labs, Inc. ("Backbone") warrants that your Backbone One ("Backbone One"), when delivered to you: (a) is in new condition, in original packaging, and (b) when used in normal conditions, is free from any defects in manufacturing, materials, and workmanship.

This warranty does not cover products purchased from unauthorized dealers.

This warranty does not cover defects resulting from improper or unreasonable use or maintenance; wear and tear; failure to follow operating instructions; accident; excess moisture; impact damage; unauthorized alteration or modification of original condition; damages caused by use with non-Backbone products.

During the warranty period, Backbone will, at our sole option, repair or replace your Backbone within a reasonable period of time and free of charge.

To obtain Limited Warranty Service, contact us at support@playbackbone.com with original proof of purchase for additional instructions on obtaining Limited Warranty service. You will be eligible for warranty service if your claim is submitted with 1 year of date of purchase from an authorized reseller.

Upon confirmation of warranty eligibility, Backbone will pay shipping, insurance, and any import fees, duties, and taxes, to have your product returned and / or replaced at our sole discretion.

IF YOU PURCHASED YOUR BACKBONE ONE WITHIN THE UNITED STATES, THE PROVISIONS OF THIS LIMITED WARRANTY ARE IN LIEU OF ANY OTHER WARRANTY, WHETHER EXPRESSED OR IMPLIED, WRITTEN OR ORAL, INCLUDING ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

IF YOU PURCHASED YOUR BACKBONE ONE WITHIN THE EUROPEAN UNION, THE LIMITED WARRANTY IS A VOLUNTARY MANUFACTURER’S WARRANTY AND PROVIDES RIGHTS THAT ARE IN ADDITION TO, AND NOT INSTEAD OF, RIGHTS PROVIDED BY CONSUMER LAW, AND IT DOES NOT EXCLUDE, LIMIT, OR SUSPEND A BUYER’S RIGHTS ARISING FROM CONSUMER LAW. YOU HAVE THE RIGHT TO CHOOSE WHETHER TO CLAIM SERVICE UNDER THE LIMITED WARRANTY OR UNDER YOUR JURISDICTION'S CONSUMER LAW RIGHTS.

BACKBONE LABS, INC’S MAXIMUM LIABILITY UNDER THE LIMITED WARRANTY SHALL NOT EXCEED THE ACTUAL PURCHASE PRICE PAID BY YOU FOR THE PRODUCT. IN NO EVENT SHALL BACKBONE BE LIABLE FOR LOSS OF, DAMAGE TO OR CORRUPTION OF STORED DATA, OR FOR SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR INDIRECT DAMAGES, INCLUDING WITHOUT LIMITATION THE REPLACEMENT OF EQUIPMENT AND PROPERTY, AND ANY COSTS OF RECOVERING, PROGRAMMING OR REPRODUCING ANY PROGRAM OR DATA STORED ON ANY DEVICE USED WITH YOUR BACKBONE ONE.

This Limited Warranty gives you specific legal rights, and you also may have other rights that vary from state to state or country to country. Some places do not allow limitations on implied warranties or the exclusion or limitation of incidental or consequential damages, so the above limitations or exclusions may not apply to you.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or an alternate method of payment as may be reasonably determined.

We typically credit you within 14 days of approval.

Late or Missing Refunds (If Applicable)

Once we issue your refund, it may take additional time for your funds to be made available in your account by your financial institution.

Depending on your bank's processing time, it can take anywhere from 5-30 business days to show up on your account. If you do not see the refund after 30 business days and are still seeing the original charge on your account, we kindly suggest that you reach out to your bank for more information.If you’ve done all of this and you still have not received your refund yet, please contact us at support@playbackbone.com