Warranty Information

The Puget Systems warranty protects all our custom built-to-order PCs against defects in materials or workmanship for the duration of the warranty. While much effort is made to ensure we are building the most reliable computer possible, we understand they will occasionally be in need of repair. To this extent, we've made the Puget Systems warranty comprehensive and simple to to understand. Here are the core features of the Puget Systems Warranty:


Tech Support

Every Puget Systems PC includes lifetime labor and technical support. This also covers installation of upgrades purchased through Puget Systems. Technical support is provided by our employees, right here in the USA.

Our technical support is intended to cover hardware issues. While we make every effort to assist you in working with operating systems such as Windows and Linux, you may need to obtain support through other channels for those issues. We can only provide a minimal level of support for any issues related to special order parts, since we don't have as much experience with them and we have not put them through the extensive qualification processes our normal parts go through.

Parts

Every Puget Systems PC includes at least one year parts warranty. Additional years can be purchased on most models.

If a failed or defective component is reported during the term of our parts warranty, Puget Systems will repair or replace the defective part with a new or reconditioned part at our option. We may substitute to a part of equivalent or better performance. Warranty service for all peripherals (eg. monitors, speakers, other external equipment) is provided by the manufacturer of the component.

Shipping

Should your PC need repair within the first 30 days of warranty, we will pay shipping costs in both directions within the USA.

The shipping method we use will match the transit time of the shipping method you originally ordered. After 30 days you are responsible for shipping costs to Puget Systems. If the PC is still within its parts warranty term, Puget Systems will cover the cost of returning it to you via UPS or FedEx Ground. If faster shipping service is desired, you may elect to pay for an upgrade to a faster method. This shipping warranty only covers PCs shipping within the USA. If you are outside the USA, please read our international policies.


Computer Repairs

Desktop and server PCs are generally repaired within 10 business days after we receive delivery. If any replacement parts needed are not in stock, the total time needed to complete the repair may be extended. Any notebook repairs which involve the system board, chassis, or LCD will require a minimum of 10 business days. All our PC repairs are guaranteed for 30 days or for the remainder of any applicable Puget Systems PC warranty, whichever is greater. This guarantee does not cover new symptoms.

Dead Pixel Policy

We maintain an industry leading standard acceptance level of 3 defective bright/dark pixels on our laptop screens. If your Puget Systems laptop screen develops more than 3 defective pixels during its warranty term, we will replace it under warranty. Dead pixel coverage for desktop LCD monitors purchased from Puget Systems is handled by the manufacturer and is subject to the manufacturer's dead pixel policies.

Refunds, Returns, and Order Changes

Puget Systems bills all orders at the time the order is placed. Within 30 days of the shipment of your order, you have the option to return your hardware for refund. Due to the high amount of labor involved in our services, as well as other unrecoverable costs, there is a $50 charge for any change made to orders already in progress.

All refunds and cancelled orders are subject to a 15% restocking fee. All returned hardware must be undamaged and in as-new condition, in original packaging.

The following are not eligible for return or refund.

  • Opened or activated software
  • Shipping costs of any kind
  • Special order items, services, and peripherals (eg. monitors, keyboards, mice, speakers, other external equipment)
  • Quantity orders and orders over $8,000

Parts Store Purchases

Components purchased on the Puget Systems parts store may be returned for 30 days. If a component fails or is found defective during this term, Puget Systems will accept a prompt return for full refund. Component purchases returned for any other reason carry our standard 15% restocking fee. Our technical support service, labor warranty, and shipping warranty do not apply to parts store purchases.

Limitation of Liability

Puget Systems is not responsible for damages or costs that are the result of accidents, misuse, disaster, or abuse of your computer. Any time you ship a computer to us, you MUST pack the computer properly -- Puget Systems is not responsible for damage caused by improper packing. Modifications, overclocking, BIOS or firmware updates, or repairs made to your computer system by anyone other than Puget Systems will void your warranty if not cleared through a Puget Systems representative. Most modifications will be approved, but we need this aspect of control in order to prevent unnecessary damage. Puget Systems is not responsible for any losses or complications that arise as a result of a computer failure or a delay in the production or repair of your system.