Warranty conditions

Warranty conditions for (portable) computers delivered by NovaCustom B.V.


Damage is excluded

Excluded from the warranty is damage of any kind, in particular damage caused by falling, liquid damage and optical damage.

Software or related problems

Software malfunctions are never covered by the guarantee. If it appears that the malfunction is software related, we will advise you to contact the maker of the software. If we are able to help you, we reserve the right to charge for this.

Improper modifications

It is strongly discouraged to let third parties and inexperienced people do the rebuilding, repairing or upgrading. Damage caused by improper modification in any form is excluded from the warranty.


Dead pixels and flashing pixels

A screen display is composed of millions of pixels. Each pixel is made up of 3 sub-pixels: the colours red, green and blue. These pixels consist of tiny transistors. In exceptional cases, pixels can light up spontaneously. The probability of this happening is low, but can never be completely ruled out.

NovaCustom follows the ISO 13406-2 standard, class 2 (https://www.iso.org). This basically means that per one million pixels, there may be maximal two pixels that are not functioning correctly.

If additional dead-pixel guarantee has been purchased, class 1 applies for the period of 3 years after delivery. This basically means that there may be no dead pixel at all on the entire screen display.


Laptop battery

The warranty on the batteries of the laptops we supply is limited to only 12 months (1 year). This is due to the nature of the product: the batteries we supply with our laptops have Li-ion cells that wear out with use.

Accordingly, a reduction in the capacity of the battery or a shortened battery life is not a defect in materials or workmanship, and the standard warranty does not cover any changes to the capacity or life of this battery. The battery warranty is not extendable.


Overheating due to dirt or modifications

A computer needs a supply of cool air. Every computer has at least one built-in fan that draws in cool air and/or expels warm air. When using a computer, keep all ventilation openings free.

The warranty will become void if the laptop is subjected to the phenomenon of “overclocking”. Overclocking means allowing the processor, video card or other component to operate at a higher frequency than the standard values as originally supplied.

Firmware updates

If a user performs a firmware update independently, this is always done at his/her own risk. Should a firmware update fail, the mainboard will be possibly irreparably damaged and must be replaced. On request, we will try to repair the mainboard at reasonable service costs, however, repair of an unauthorised BIOS update cannot be excluded. At NovaCustom you can have the firmware updated or request instructions for the update if we deem it necessary for the proper functioning of your computer.


Send in goods for repair

Always request a return in advance via e-mail. You can find our contact details here.

Please note the following requirements for your request:

  • Invoice number
  • Problem description as extended as possible
  • Your contact details and full address

Please do not send anything to us before we have replied your request.

If you send goods to NovaCustom for repair, please ensure that they are very well packaged with more than enough filling material to avoid any damage caused by transport. Please note that this may absolutely not be underestimated!

Make sure that the goods are not recognisable from the outside as a laptop or expensive hardware. This reduces the risk of your package being stolen.

In case we conclude that no warranty applies after receiving your warranty request and your (portable) computer, we reserve the right to charge you for transport and examination costs.

Screen size



Screen type


Case material



Processor


Graphics





Thunderbolt


Optical Disc Drive