At Divergent POS, we are committed to providing reliable POS hardware to support your business operations. Our Hardware Warranty Policy explains the warranty coverage available for POS hardware purchased from Divergent POS, including covered defects, exclusions, Dead on Arrival (DOA) claims, warranty procedures, and available resolutions.
Please review this policy carefully and keep your official invoice or proof of purchase, as warranty coverage may vary depending on the hardware purchased.
Divergent POS warrants eligible POS hardware against defects in materials and workmanship when the hardware is used under normal operating conditions and in accordance with the manufacturer's instructions.
The applicable warranty period begins from the date indicated on the official sales invoice or other valid proof of purchase.
The specific warranty period may vary depending on the hardware model, manufacturer, and product category. Customers should refer to their invoice or warranty documentation for the exact coverage period applicable to their hardware.
Warranty periods may apply to products such as:
Depending on the product purchased, warranty coverage may also apply to:
The warranty period for each product will be based on the terms stated on the applicable invoice, quotation, product documentation, or warranty agreement.
The hardware warranty generally covers defects that result from manufacturing or workmanship issues during the applicable warranty period.
Examples may include:
If a hardware issue is reported, Divergent POS may conduct troubleshooting and diagnostic testing to determine whether the problem is covered by the warranty.
If the issue is confirmed to be a covered defect, Divergent POS may provide an appropriate resolution in accordance with this policy.
The warranty does not cover damage or failure caused by circumstances outside normal use or manufacturing defects.
Examples include:
Divergent POS reserves the right to determine whether a reported issue is covered under the applicable warranty after inspection or diagnosis.
Hardware naturally experiences wear through regular use.
The following may be considered normal wear and tear and may not qualify for warranty replacement:
Normal wear and tear does not automatically indicate a manufacturing defect.
Divergent POS understands that receiving a defective device can disrupt your business. For this reason, hardware that arrives with a significant defect may qualify for a Dead on Arrival (DOA) assessment.
A product may be considered DOA when it has a substantial hardware defect that prevents basic operation shortly after delivery and the issue is determined not to be caused by incorrect installation, misuse, physical damage, software configuration, or other excluded circumstances.
To report a potential DOA issue:
DOA claims are subject to verification and approval by Divergent POS.
If you experience a hardware problem during the applicable warranty period, please follow these steps.
Contact our support team and provide information about the hardware issue.
You may be asked to provide:
Our technical support team may guide you through basic troubleshooting steps.
This may include checking:
Some issues may be resolved through troubleshooting without requiring the hardware to be returned.
If troubleshooting does not resolve the issue, Divergent POS may assess the hardware to determine whether it qualifies for warranty service.
The assessment may determine:
If a physical inspection is required, Divergent POS will provide instructions for returning the hardware.
Customers may be required to:
Customers should not send hardware to Divergent POS without first receiving return instructions from our support team.
After the hardware has been assessed, Divergent POS may provide one of the following solutions, depending on the nature of the issue and availability of parts or replacement units:
Divergent POS may repair the defective hardware when repair is practical and appropriate.
If the hardware cannot reasonably be repaired, Divergent POS may replace it with:
Replacement hardware may be new or refurbished where permitted by the applicable warranty terms.
If repair or replacement is unavailable or not commercially reasonable, Divergent POS may determine an alternative resolution in accordance with the applicable sales and warranty terms.
For businesses using POS hardware subject to applicable BIR requirements, customers should coordinate with Divergent POS before replacing or permanently changing a registered POS device.
Where required, the appropriate BIR procedures, documentation, registration, or system updates may need to be completed before the replacement hardware is used for official transactions.
Divergent POS can assist customers in understanding the applicable process based on their specific POS setup.
Learn more BIR Compliance and Requirements
If an inspection determines that the reported problem is not covered by the warranty, the customer may be responsible for applicable:
Divergent POS will communicate applicable charges before proceeding with chargeable repair or replacement services, where reasonably practicable.
Hardware purchased from third-party suppliers or manufacturers may be subject to the manufacturer's own warranty terms.
Divergent POS may assist customers in coordinating support where applicable, but the final warranty coverage and resolution may be determined by the original manufacturer or supplier.
Third-party accessories that are not approved or supplied by Divergent POS may not be covered under Divergent POS's hardware warranty.
Customers are responsible for properly operating and maintaining their POS hardware.
To help protect your equipment, we recommend:
Customers should also retain their official invoice and other warranty documentation for future reference.
The warranty provided by Divergent POS is limited to the applicable hardware and warranty terms stated on the customer's invoice, quotation, warranty documentation, or applicable agreement.
Warranty coverage does not automatically include software, third-party products, network services, internet connectivity, or other services unless specifically stated.
Divergent POS does not guarantee that every hardware issue will be repairable or that replacement parts will always be available for every model.
Hardware availability may depend on the manufacturer's production, parts availability, product lifecycle, and other circumstances.
Customers are responsible for maintaining appropriate backups of their business data.
Before sending hardware for repair or replacement, customers should ensure that important business information has been backed up where applicable.
Divergent POS is not responsible for loss of data resulting from hardware failure, repair, replacement, resetting, or servicing unless otherwise required by applicable law or expressly agreed in writing.
After the applicable warranty period expires, Divergent POS may continue to provide technical assistance, repair, or replacement services where available.
Post-warranty services may be subject to applicable service, parts, labor, or replacement charges.
Availability of support and replacement parts may depend on the age and availability of the hardware model.
Divergent POS may update this Hardware Warranty Policy from time to time to reflect changes in our products, manufacturers' warranty terms, services, or applicable requirements.
The latest version published on the Divergent POS website will serve as the current version of this policy.
If your Divergent POS hardware is experiencing an issue, please contact our support team before attempting to repair, modify, or replace the device yourself.
Our team can help determine the appropriate troubleshooting, warranty, repair, or replacement process for your hardware.
Divergent POS — Reliable POS hardware and solutions for businesses in the Philippines.
