Warranty Policy

Effective 2026-07-30. Not legal advice.

We want this to be better than what Dell, HP, or Microsoft give you — not just longer, but actually useful, from an actual person. Here's exactly what that means.

What's covered

Every refurbished device sold by Obsidian Devices includes a 90-day limited warranty covering parts and labor, starting on the date of delivery or in-person handoff.

• Hardware failure under normal use: storage, RAM, motherboard, screen, keyboard, trackpad, battery failure (not normal capacity decline), charging system, Wi-Fi/Bluetooth
• Defects in our workmanship: upgrades we installed, OS installation issues present at delivery, and any problem with the software/utilities we installed
• Battery: guaranteed ≥ 70% of design capacity at delivery; covered if it fails outright within 90 days

What's not covered

• Physical damage after delivery: drops, spills, cracked screens, bent chassis
• Damage from unauthorized repair or opening the device (asking us questions first is free — please do)
• Changes you made that broke something we set up. If you replaced or reconfigured something we set up and that's what broke it — mail it back for paid diagnosis, or fix it yourself.
• Normal wear: battery capacity decline within normal range, cosmetic wear disclosed in the listing
• Lost passphrases/passwords. Your disk is encrypted; we do not have and cannot recover your passphrase. We can reinstall the OS free within warranty (data will be gone).
• Accessories not sold by us

Service install warranty

Linux/GrapheneOS installs on your own hardware carry a 30-day warranty on the installation itself. The underlying hardware is not covered. Support below applies to install-service customers too, not just device buyers.

Support (1 year from delivery)

• Channel: our site's end-to-end encrypted messaging, exclusively. Not open email.
• Response time: acknowledged within 1-2 business days; full resolution target 5-7 business days.
• General questions: reasonable use, no hard cap.
• Complex troubleshooting: 1 hour total over the year, pooled — not per-incident.
• Quick fixes: up to 4 sessions of 15 minutes each over the year, separate from the hour above.
• Video library: lifetime access to a library of how-to videos we've made, including some filmed on the exact hardware you own.

Remote help

• Laptops only. GrapheneOS deliberately has no remote-access surface — phone support is a video call and you sharing your own screen.
• We connect over a private, encrypted connection, not a public third-party relay.
• Your complimentary complex-issue hour covers this. If a session runs more than 10 minutes past your complimentary time, continued help is billed in 30-minute increments at $50/hr ($25 per 30 min), always confirmed with you before billed time starts.

How to claim (hardware warranty)

1. Message us through your account on the site with your order id (or the serial/warranty tag on the unit) and a description — photos/videos help.
2. We'll acknowledge within 1-2 business days.
3. Local buyers: drop-off/pickup arranged. Shipped: we email a prepaid label — don't ship without contacting us first.
4. Resolution within 10 business days of receiving the device: repair, replace with an equal-or-better spec unit, or refund in full — our choice, your money protected either way.

If you bought through a marketplace (eBay, etc.) rather than directly, start a support conversation the same way — mention the marketplace order number. You'll need a free account here first (no purchase required) since that's what the encrypted messaging runs on.

Transfers

This warranty follows the device, not the original buyer — sell it, gift it, whatever, coverage continues for whoever holds it until the original 90 days (or the support year) is up. We verify coverage off the warranty tag affixed to the unit (serial + expiration date, nothing else) rather than checking who you are.

Hourly rates, for anything past what's covered

• Hardware repair labor (out-of-warranty, or damage/changes not covered above): $60/hr, quoted before work begins.
• Remote support past your complimentary time: $50/hr in 30-minute increments.

The plain-English promise

If we made a mistake or the hardware fails on its own in the first 90 days, we make it right at no cost. If you broke it, we'll still help — just at the rates above, agreed to before we start.

This warranty gives you specific legal rights; you may have others varying by state. For marketplace purchases, the platform's money-back guarantee also applies and may be faster for you — using it doesn't void this warranty. See also Returns & Refunds.