Last updated: 21 August 2026
This policy explains how Liberty-i handles warranty support for physical products purchased directly from us. Liberty-i is a trading name of Liberty-izone Limited. Nothing in this policy limits or excludes rights or remedies that cannot lawfully be limited, including applicable statutory rights relating to faulty, damaged or misdescribed goods.
1. What is covered
New products are supplied with the manufacturer warranty stated on the relevant product page, datasheet, quotation or order confirmation. The warranty period and remedy can vary by manufacturer and product. If no separate period is stated, contact us before purchase and we will confirm the applicable manufacturer terms.
Where a product develops a qualifying fault during its warranty period, we will help diagnose the issue and, where appropriate, arrange a repair, replacement, manufacturer return or other remedy. The available remedy depends on the product, the nature and age of the fault, the manufacturer process and your statutory or contractual rights.
2. Damaged, incorrect or dead-on-arrival items
Please inspect deliveries promptly. If an item arrives damaged, is not the item ordered or does not power on, contact us as soon as reasonably possible. Include your order number, SKU or model, serial number, a clear description of the issue and photographs of the product and packaging where relevant. Keep all original packaging until we confirm the next step.
3. Requesting warranty support
- Email info@liberty-i.com or call 0808 2819 500 with your proof of purchase and fault details.
- Complete any reasonable diagnostic checks we request. This helps avoid unnecessary downtime and returns.
- Wait for a return authorisation and return instructions. Please do not send equipment to us without authorisation.
- Package the item securely and include the return reference. Unless we confirm otherwise, accessories should only be returned if they may be relevant to the fault.
Returns are sent only to the address stated in our return authorisation. Our trading address is Unit 14 Riverside Park, Farnham, Surrey GU9 7UG, United Kingdom, but this must not be used for an unapproved return.
4. Data, settings and licences
You are responsible for backing up configurations, logs, keys, licences and other data before equipment is returned. Remove personal or confidential data where practical and record any settings needed to rebuild the device. Testing, repair or replacement may require a factory reset and may erase all stored information. We are not responsible for restoring data or configuration unless this is included in a separate managed-service agreement.
5. What is normally excluded
Manufacturer warranties normally exclude faults or damage caused by accident, misuse, liquid, lightning or electrical surge, unsuitable power supplies or PoE, overheating, inadequate ventilation, improper installation, unauthorised repair or modification, removed or unreadable serial numbers, use outside published specifications, unsupported firmware or configuration, or normal wear and tear. Consumables and cosmetic damage that do not affect operation may also be excluded.
We will not apply an exclusion where doing so would remove a right or remedy that you have under applicable law.
6. Testing, turnaround and replacement
We will provide an estimated timescale after initial assessment, but manufacturer repair and replacement times are not guaranteed. An advance replacement, loan unit, engineer visit, installation or configuration service is not included unless it is stated in your order or service agreement. If testing shows that the product is not faulty or that the issue is outside warranty, we will explain the finding and any reasonable inspection, return or repair charge before proceeding where approval is required.
7. Business purchases
For products purchased wholly or mainly for business use, warranty support is subject to the applicable manufacturer warranty and our contract with you. Any enhanced response time, on-site support, managed spares or service-level commitment must be expressly included in the relevant quotation, order form or service schedule.
8. Returns that are not warranty claims
Change-of-mind cancellations and other non-fault returns are handled under our Delivery & returns policy and applicable law.
9. Contact us
Email info@liberty-i.com, call 0808 2819 500, or write to Liberty-izone Limited, Unit 14 Riverside Park, Farnham, Surrey GU9 7UG, United Kingdom.