Committed to Providing Outstanding Support

Customer Success

We stand behind everything we sell.

The following page summarizes warranty, repair and return information in the unlikely event you experience a problem with your purchase.

For questions or assistance with any purchase, please contact our Customer Success team directly at (866) 717-7606. 

New Hardware Warranty and Return Policies

All new equipment is covered under the original manufacturers’ warranties. The customer is responsible for contacting the manufacturer for support and should follow their warranty protocol for issue resolution, prior to contacting STS. If new hardware arrives DOA, the equipment falls under the manufacturer’s warranty policy.

*Extended and Accidental Damage warranties are available. Please contact your STS Education Technology Specialist for additional details.

Refurbished Hardware

Desktops & Laptop Coverage

STS Second-Life Hardware™/ Refurbished desktops and laptops include a lifetime parts replacement warranty.  Warranty replacement parts are sent by STS to the customer free of charge and include free shipping.

We guarantee that our notebook batteries will report in the BIOS as good/normal/working condition. Should a battery fail during that first year, STS will provide a replacement battery part at no cost to the customer. 

 

Chromebooks

STS Second-Life Hardware™/ Refurbished Chromebooks include a parts replacement warranty through the published date listed for that model’s Google Auto Update Expiration as of the date the unit is purchased. Find online at: Google Chrome Auto Update Policy

Your invoice will state the exact warranty expiration date. Warranty replacement parts are sent by STS to the customer free of charge and include free shipping.

We guarantee that our Chromebook batteries will report in the BIOS as good/normal/working condition, and we will honor a same-as-new, 1-year replacement part warranty if they fail during that first year.

 

Monitors

Monitors come with a 1-Year Replacement Warranty.

 

Optional Repair Service

For customers that prefer for STS to repair devices under the refurbished hardware warranty, STS charges a flat rate of $60 per device. STS will cover shipping both ways. Optional repair service work performed by STS will be guaranteed for a period of 1 year from the date of repair (with the exception of batteries) with shipping costs included.

Purchased Parts Warranty

All parts that are purchased separately are warranted to be free from defects in material and workmanship for 12 months from date of purchase. Damage occurring outside of normal usage and projector bulbs are not covered.

 

Battery* & Power Adapter End-User Limited Warranty

STS warrants all power adapters, laptop batteries*, and UPS batteries* (including those purchased with or within laptops and as separate parts) to be free from defects in material and workmanship for 12 months. This limited warranty is extended by STS to the original purchaser of the STS product, within these specific categories, and is not transferable.

STS will repair or replace the defective STS product or any electronic device damaged by such STS product, under normal usage by the end-user. Replacements will be made using new or refurbished products at STS’ discretion. The warranty on the replacement product will be a continuation of the original product’s warranty, valid from the date of the original purchase.

*NOTE: The capacity of all rechargeable batteries will decline over time depending on the use and charging/discharging process. This is considered normal and therefore, a reduction in battery capacity is not covered under warranty. The battery is only warranted from defects in material or workmanship resulting in failures. Reduced runtime is not warranted and will vary depending on the power management settings and configurations that are set on the mobile device as well as the number of times the battery has been charged and discharged. Please be advised that rechargeable batteries are considered ‘consumable products’ and warranty coverage is limited to a battery not being able to receive and hold a charge.

 

WiFi & Video Card Limited Warranty

STS warrants all WiFi cards and video cards (including those purchased with or within laptops and as separate parts) to be free from defects in material and workmanship for 12 months. This limited warranty is extended by STS to the original purchaser of the STS product, within these specific categories, and is not transferable.

STS will repair or replace the defective STS product or any electronic device damaged by such STS product, under normal usage by the end-user. Replacements will be made using new or refurbished products at STS’ discretion. The warranty on the replacement product will be a continuation of the original product’s warranty, valid from the date of the original purchase.

Return Policy – New Hardware

New hardware may be returned to STS within 15 days of receipt, if still in original condition and in its original packaging. Customers are responsible for shipping costs to STS and will incur a 20% restocking fee.

Any new device that is logo printed, etched, imaged, enrolled in the customer’s domain, or otherwise customized, is not eligible for return unless it was damaged in transit to the customer. 

If new hardware arrives with visible damage to the packing material, the customer is responsible for documenting the damage with the carrier at the time of delivery. As soon as possible after the delivery, but no later than 48 hours after receipt, the customer must notify STS and provide photographic documentation of the damage.

 

Return Policy – STS Second-Life / Refurbished Hardware

This policy covers desktops, laptops, Chromebooks, tablets, and monitors that are certified to be STS Second-Life Hardware™ or manufacturer-refurbished equipment sold by STS.

Hardware may be returned to STS within 15 days of receipt for a full refund. Hardware must be received in its original condition and in its original packaging. The customer is responsible for shipping costs to STS.

There is a 20% restocking fee for returns made after 15 days and prior to 90 days.

STS will replace merchandise that may have been damaged in shipping, at no cost to the customer, if reported within three business days of receipt. If hardware arrives with visible damage to the packing material, the customer is responsible for notating with the carrier, documenting the damage, photographing, and reporting to STS within 48 hours of receipt.

If you experience any equipment problems within 60 days of purchase, STS will replace that equipment free of charge, including shipping to and from STS, excluding damage to hardware occurring outside of normal usage. 

 

Return Policy – Purchased Parts

New parts may be returned to STS within 15 days of receipt, if still in original condition and in its original packaging. Customers are responsible for shipping costs to STS and will incur a 20% restocking fee.

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