CUSTOMER SUPPORT
TERMS AND CONDITIONS
Shepherd Lock (Product)
Warranty Statement
1. Hardware Warranty. Subject to the additional terms and conditions set forth below, PassiveBolt provides
to the original purchase of the Product (whether a person or entity) that acquires the entity from PassiveBolt
or an authorized agent or reseller, the limited warranty set forth below. This warranty is only for purchasers
in the United States of America.
2. Limited Warranty. PassiveBolt warrants the Product against defects in materials and workmanship, but
so long as the Product has been used as-intended and under normal conditions and frequency of use, for a
period of one (1) year from the purchaser’s date of the Product purchase (the “Warranty Period”). If PassiveBolt
is notified pursuant to the process set forth below and within the Warranty Period that the Product is defective,
and PassiveBolt determines in its sole discretion that the Product is defective, PassiveBolt (or its authorized
third party) will either repair or replace the Product with a new Product or refund the price the purchaser
paid for the Product. Whether the purchaser will receive a new Product or a refund shall be determined by
PassiveBolt in its sole discretion. After the Warranty Period expired, there is no coverage for any Product
defects under this limited warranty.
3. Contacting PassiveBolt. To make a claim regarding a Product defect within the Warranty Period, the original
purchaser must email PassiveBolt at [email protected] with reasonable proof of the Product defect
that would allow PassiveBolt to determine whether or not there is a defect covered by this limited warranty.
PassiveBolt may ask for additional information upon request to verify the alleged defect and the original
purchaser must promptly provide such reasonably requested information. After PassiveBolt’s review, if the
Product is deemed by PassiveBolt to be defective, PassiveBolt will issue the original purchaser a Refund
Receipt approving either a refund or shipment of a new Product. If the original purchaser provides the Refund
Receipt to PassiveBolt, the defective Product will be shipped (with postage prepaid by the original purchaser),
either its original packaging or packaging according an equal degree of protection, to the address provided
by PassiveBolt. Failure to return the defective Product with a copy of the Refund Receipt within 15 days after
the issuance of the Refund Receipt may result in the forfeiture of warranty coverage for the defective Product.
The replacement Product shipped, if applicable, to the original purchaser after their return of the defective
Product will be warranted hereunder for a period of one (1) year from shipment. If a refund is authorized,
the original Purchaser must provide information for a refund of the Product purchase price (either an address
for a check or credit card information for a credit to be applied.)
4. Limited Scope. The warranty on the original purchaser’s Product is limited to replacement of defective
Product or a refund, as detailed above. In no event does the warranty detailed above cover damage to the
Product or defects resulting from acts of God, accident, or any user’s abuse, negligence, commercial use
or modification of, or to any part of the Product, use of the Product other than as intended and designed
by PassiveBolt, or any damage or defect caused by any third party product, service or system. Improper
use includes use of the Product in improper temperature, humidity or other environmental conditions, or
use of the Product in violation of the instructions on use, maintenance, operation or installation of the Product.
This warranty does not cover any software or any battery or other consumables provided with or embedded
in the Product.
For step by step large print, image, and video instructions for installation visit:
www.ShepherdLock.com/support
www.shepherdlock.com
v .012020
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