Refund & Warranty
REFUND & RETURN POLICY — QUANTUMSABRE / FIREGATE
Last Updated: 26/11/2025
Thank you for choosing Firegate™ Network Security Box.
We are committed to providing high-quality cybersecurity hardware and an exceptional customer experience.
This Refund & Return Policy explains when returns, replacements, and refunds are accepted.
1. Return Window
You have the right to return your product within:
14 days from the date you received it.
This applies under UK/EU consumer law (“cooling-off period”).
Returns outside the 14-day period are only accepted for warranty-related defects.
2. Eligibility for a Return
To qualify for a 14-day return:
- The product must be unused
- The tamper-evident seal must be unbroken
- The product must be in original condition
- All accessories and packaging must be included
Used cybersecurity hardware cannot be returned unless defective.
2.1 Tamper-Evident Seal Requirement
Each Firegate™ Network Security Box includes a security tamper seal.
To be eligible for a return:
- The seal must be intact, unbroken, unaltered, and untouched
If the seal is:
- broken
- peeled
- scratched
- cut
- removed
- tampered with in any way
👉 The device is considered used and cannot be returned unless defective.
This protects the integrity of our cybersecurity hardware and prevents unauthorized internal access.
3. Refunds
A refund will be approved if:
- The product is returned within the 14-day window
- The device is unused and the tamper seal is intact
- The wrong product was shipped
- The product arrived damaged
- The product is defective within the warranty period
3.1 Non-Refundable Situations
Refunds are not approved if:
- The tamper seal is broken or removed
- The product has been opened or internally accessed
- The device was damaged by misuse
- There is physical damage (drops, water, heat, electrical surge)
- The incorrect item was purchased by mistake
- The issue is related to customer network, ISP, or configuration
4. Return Shipping
- If the product is defective → We cover return shipping
- If you are returning for any other reason → You pay return shipping
- Risk of loss or damage during return shipping lies with the sender
5. Refund Processing
Once we receive and inspect your returned item:
- Refunds are issued within 5–10 business days
- Refunds are issued to the original payment method only
- Shipping charges are non-refundable unless the item arrived defective
6. Exchanges
We will replace defective items with:
- A new unit, or
- A refurbished equivalent unit, or
- A repaired device
depending on availability and our discretion.
7. How to Request a Return
Contact:
Please include:
- Name
- Order number
- Device serial number
- Reason for return
- Photos or video (if damaged or defective)
REFUND & RETURN POLICY COMPLETE
WARRANTY POLICY — Firegate™
Last Updated: 26/11/2025
Your Firegate™ Network Security Box is covered by a limited hardware warranty.
This warranty protects you from defects in materials or workmanship.
1. Warranty Duration
All Firegate™ devices come with:
✔ 1-Year Limited Hardware Warranty
You may offer extended coverage in the future, but 1 year is standard and legally valid in all regions.
2. What the Warranty Covers
This warranty covers:
- Manufacturing defects
- Faulty components
- Hardware failure under normal use
- Dead-on-arrival products
- Non-functional ports
If approved, we will:
- Repair the device
- or Replace it with a new/refurbished device
- or Issue a refund (only if repair/replacement is not possible)
This decision is at our discretion.
3. What the Warranty Does NOT Cover
3.1 Tamper-Evident Seal Requirement
Every Firegate™ Security Box includes a tamper-evident security seal.
The warranty is valid only when the seal is:
- intact
- unbroken
- unaltered
- untouched
3.2 Warranty Void if Seal Broken
The warranty is automatically void if:
- the seal is broken, peeled, scratched, cut, lifted, or removed
- the device has been opened or internally accessed
- internal components show any signs of tampering
- the enclosure shows signs of forced entry
- hardware is altered or modified
This is essential for cybersecurity integrity and customer safety.
3.3 Warranty Does Not Cover
The warranty does not apply to:
- Physical damage (drops, impact, cracked casing)
- Water or liquid damage
- Fire, heat, or electrical surge damage
- Damage caused by incorrect power supply
- Misuse or handling error
- Installation errors
- Custom firmware, hacking, or modification
- Damage from third-party accessories
- Environmental or electrical damage
- Cosmetic wear and tear
- Damage occurring in return shipping if not packaged properly
4. Cybersecurity Limitations
Your Firegate™ device enhances cybersecurity —
but no system can guarantee absolute protection.
This warranty does NOT cover:
- Hacker attacks
- Malware infections
- Successful intrusions
- Data loss
- Ransomware
- False positives or false negatives
- Incompatibility with your ISP or router
- Network downtime caused by factors outside the device
No cybersecurity hardware can guarantee 100% protection.
5. How to Make a Warranty Claim
Contact:
Provide:
- Your name
- Order number
- Serial number
- Description of the issue
- Photos/videos (if possible)
We may request the device to be returned for inspection.
6. Our Responsibilities
If the device is covered under warranty, we will:
- Repair it
- Replace it
- or Refund it (only if repair/replacement is impossible)
Shipping for approved warranty claims is free.
7. Customer Responsibilities
Customers must:
- Use the device as directed
- Keep the tamper-evident seal intact
- Install firmware/security updates
- Use approved power supplies
- Avoid unauthorised modification
- Provide safe packaging for returned items
8. Limitation of Liability
To the maximum extent permitted by law:
Quantumsabre Ltd. is not liable for:
- Business interruption
- Loss of profits
- Data loss
- Network downtime
- Cyberattacks
- Router/ISP failures
- Misconfiguration by the customer
- Third-party service issues
- Consequential, special, or indirect damages
Maximum liability is limited to the original purchase price.
