Terms And Conditions

For solution providers that want to create their own name brand NAS products or use ours, we have the answer. These ready to integrate storage enclosures offer the same features and functionality as our integrated solutions with the added benefit of being totally customizable by the solution provider. Available in bare bones and white box configurations, solution providers now have the flexibility to create configurations meet specific needs and requirements for each customer. White box products are only available to Xtore qualified solution providers. Contact us to find out about our channel program and how to become a qualified solution provider now.

Customer Support Information
1) If equipment was purchased from a dealer, distributor, or reseller, contact the seller for service.
2) Check the support section of our website at www.xtore-es.com
3) Email Xtore Technical Support at: support@xtore-es.com
4) Contact Customer Support toll free during normal business hours (M-F 9AM-6PM PST).

USA Headquarters:
Xtore Extreme Storage
17970 E. Ajax Circle
City of Industry, CA 91748 USA
Toll Free: 866-986-7337 Fax: 626-581-4320
Warranty and Repair Policy
XTORE Extreme Storage warrants that its products sold in the USA will be free from defects in material and workmanship for the period of three years (3) from the date of shipment F.O.B City of Industry, CA, excluding hard drives which will be covered for a warranty period of one (1) year. Custom and OEM products are not covered by this warranty and must be provisioned for separately. The liability of XTORE Extreme Storage under this warranty is limited to replacing, repairing, or issuing credit (at XTORE’s discretion) for any devices which are returned by the purchaser during such period provided that (a) XTORE is promptly notified in writing upon discovery of such defects by purchaser, (b) the defective unit is returned to XTORE, transportation charges prepaid by purchaser, and (c) XTORE’s examination of such unit discloses to its satisfaction that such defects have not been caused by normal wear, misuse, neglect, improper installation, repair, alteration or accident. Equipment, accessories, disk drives, and similar items not manufactured by XTORE are subject only to adjustments as can be obtained from the original supplier by XTORE. In no event shall XTORE be liable to purchaser for indirect or consequential damages of any kind.

THIS WARRANTY IS IN LIEU OF ALL OTHER WARRANTIES, EXPRESSED OR IMPLIED, EXCEPT AS TO TITLE.

Any warranty or service returns must be accompanied by an approved Return Materials Authorization number to ensure prompt handling and processing. Contact Xtore customer support for the appropriate RMA form and RMA requirements.

Disclaimers of Warranty and Limitations or Remedy XTORE DOES NOT ACCEPT LIABILITY BEYOND THE REMEDIES PROVIDED FOR IN THIS LIMITED WARRANTY EXCEPT AS PROVIDED IN THIS WARRANTY POLICY. XTORE (ON ITS OWN BEHALF AND ON BEHALF OF ANY OF ITS AGENTS) DISCLAIMS ALL WARRANTIES, WHETHER EXPRESSED OR IMPLIED, AND SPECIFICALLY DISCLAIMS THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. XTORE WILL NOT BE LIABLE FOR SPECIAL, INDIRECT, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, ANY LIABILITY FOR THIRD PARTY CLAIMS AGAINST YOU FOR DAMAGES, FOR PRODUCTS NOT BEING AVAILABLE FOR USE, OR FOR LOST DATA OR LOST SOFTWARE. YOUR SOLE REMEDY, AND XTORE’S SOLE OBLIGATION, WITH RESPECT TO ANY PRODUCT DEFECTS OR FAILURES (REGARDLESS OF WHETHER YOUR CLAIM IS ASSERTED IN CONTRACT, TORT, STRICT LIABILITY OR OTHERWISE) SHALL BE (AT XTORE’S SOLE OPTION) REPAIR, REPLACEMENT OR REFUND OF THE PRICE PAID.

This warranty does not cover the upgrade of components including controller, CPU, memory, chipset, or other part of the product that may have changed since the original purchase of the product. For product upgrades, contact an Xtore sales representative for purchasing information. If we are not able to replace the product because it has been discontinued or is not available, we will replace it with a comparable product.

SOME STATES OR JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF SPECIAL, INDIRECT, INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU.
RMA Policy
This RMA policy applies to the return of Xtore products only. Unexpected deliveries that are not marked clearly with an RMA number on the outside of the packaging will be refused. Xtore maintains the right at its sole discretion to decide whether to repair, credit, refund, or replace the returned product. All RMA’s numbers are valid for 30 days from the date of issue.

If equipment to be repaired was purchased from a retail, distributor, or reseller channel, contact the seller for service. If the product was purchased directly from XTORE, please note the following:

Repairs, in-warranty:
In-warranty repairs of XTORE components are made within ten (10) working days from arrival at XTORE at NO CHARGE to the purchaser for analysis, labor or parts. Due to component availability, the recommended lead time of ten (10) days may vary. Allow up to two weeks for major component replacements. The customer is responsible for freight charges to Xtore. Xtore will pay for return freight charges via ground delivery for RMA’s shipping within the domestic United States. The customer is responsible for return freight charges for RMA’s shipping outside the domestic United States, or for any other delivery method than ground delivery.

Repairs, out-of-warranty:
Out-of-warranty repairs of XTORE components are “best effort” from receipt at XTORE, and charges for parts, labor and shipping will apply. Contact your Xtore Sales Representative for the most current rate information and repair estimates. Xtore will provide an estimate of the charges before any repair work is done however a failure analysis test and analysis charges may be applied before an estimate for repair is provided. Out of warranty products are not accepted for refund, credit or replacement.

NTF (No Trouble Found):
All products returned for repair that are determined to be NTF (No Trouble Found), will be charged a minimal failure analysis fee. Contact the RMA department Supervisor for the most current rate information. The customer is responsible for freight charges to and from Xtore. For in-warranty returns, Xtore will pay for return freight charges via ground delivery for RMA’s shipping within the domestic United States. The customer is responsible for return freight charges for RMA’s shipping outside the domestic United States, or for any other delivery method than ground delivery. For out-of-warranty returns, the customer is responsible for freight charges from Xtore.

Quotes/Estimates
A labor and parts estimate will be provided prior to executing any work for out-of-warranty repairs.

Invoicing
Upon completion of the services required an invoice will be issued stating charges when charges are applicable (out-of-warranty and NTF).

Shipping
Freight charges are applied based on the type of return (in-warranty or out-of-warranty). Refer to the applicable RMA policy for specific details. Please mark the RMA # on every shipping label. All returned products must have the RMA number marked or the return will be refused.

Foreign and Canadian Returns
No UPS Ground shipment shall be accepted.

Packaging
Xtore ships products with complete packaging to protect against shipping damage. Returned products must be shipped using the original Xtore packaging. Any products returned without the original packaging will be treated as an out-of-warranty repair. Xtore will not ship out-of-warranty repairs back until new and original packaging material is purchased for the return shipment.

Missing Parts
Claims for incomplete or missing accessories must be made within 10 days from receipt of the returned merchandise.

Credit / Refund Policy
Requests for credit or refund are subject to approval and must be made within 30 days from the date of invoice. A 20% restocking satnavdebate.co.uk fee based on the invoiced amount will apply. Units returned for credit or refund must be in new or unopened condition. After 30 days, a 30% restocking fee based on the invoiced amount will apply. NO CREDIT/ REFUND ARE ALLOWED AFTER 45 DAYS.

DOA units must be reported to Xtore within ten working days of receipt or the product will be considered as out-of-warranty. All returns showing signs of modification will be considered as out-of-warranty products. Units showing any sign of modification do not have the option for credit or refund.

A 20% restocking fee shall also be applied to returns for credit made without original packaging and complete accessories.

OEM/Custom Return Credit
OEM and custom parts are not eligible for credit or refund unless a separate agreement/contract supercedes or amends this policy.

RMA Procedure
An RMA request form must be filled out to obtain approval and an RMA number within the United States and Canada prior to returning any product to Xtore. An RMA number will be issued within 24 hours upon receipt of a completed request form.

To obtain an RMA form, use any of the following options:

Check the support section of the website at www.xtore-es.com for a downloadable RMA request form. Instructions are included
Send an e-mail to rma@xtore-es.com with, ‘RMA FORM REQUEST’ in the subject line.
Call 626-956-0040 and ask for the RMA department.
Send a request by fax to 626-581-4320, ATTN: RMA FORM REQUEST.
Send a self-addressed stamped envelope along with a request for an RMA form by mail to the following address:
Xtore Extreme Storage
Attn: RMA Form Request
17970 E. Ajax Circle
City of Industry,CA 91748
An RMA form will be mailed back to you. Allow additional delays for processing and mail delivery.

The RMA request form requires the following information to be provided:

Invoice Date
Invoice Number
Unit Part Number
Unit Serial Number
Reason for returning
Copy of the original invoice
A copy of the original invoice must be sent via e-mail, fax, or mailed along with the RMA request form.
Purchase Order. Only required for advanced or cross-shipment replacements.

Shipment Instructions
One an RMA number has been issued, mark the RMA number on every shipping label and return the product prepaid to:
XTORE Extreme Storage
ATTN: RMA#
17970 E. Ajax Circle City of Industry, CA 91748