Hardware Warranty, Returns & Shipping

Bison Venture Partners LLC dba NGARi · Applies to NGARi+ appliances and NGARi ONE · Effective September 2026

Plain terms, in the order you will actually need them: what is covered, how long, what to do if something fails, how to cancel or return, and what shipping costs.

1. What is covered

Every NGARi+ appliance and NGARi ONE sold by NGARi is covered against defects in materials and workmanship under normal use for two (2) years from the date of delivery. The pre-installed software — NS-BOS, the open kernel and the bundled agents — is covered for the same period against defects that prevent it from operating as documented.

Hardware coverage includes the accelerator module, carrier board, memory, storage, power supply and enclosure. Software coverage includes the installed image, drivers and the sovereign stack shipped with the unit.

2. What is not covered

• Damage from accident, liquid, fire, power surge, or unauthorised physical modification
• Damage caused by a non-NGARi power supply or by operating outside the documented ambient range
• Normal cosmetic wear on the enclosure, connectors and cooling surfaces
• Data loss of any kind. You are responsible for your own backups.
• Third-party models, agents or software you install yourself (their own licences govern)
• Consumables and accessories not supplied by NGARi
• Units purchased from a reseller or second-hand, unless transferred to you in writing with us

3. Software you install

The kernel is Apache 2.0 and you are free to modify it. Modifying the kernel, bootloader, firmware or device tree does not void the hardware warranty by itself — but if we cannot reproduce or diagnose a fault because the system has been modified, we may decline a warranty repair and quote a paid repair instead. We will always tell you which it is before you are charged anything.

4. How to make a warranty claim

1. Email [email protected] with your order reference, the device serial number, and a description of the fault.
2. We respond with either a troubleshooting step or an RMA number. Please do not ship anything before you have an RMA number.
3. For NGARi+ and NGARi ONE, we aim to diagnose remotely first — many faults are a model, image or storage issue and are fixed without shipping.
4. If a return is required, we provide the shipping instructions. Where the fault is confirmed as a covered defect, we pay return shipping and either repair or replace the unit.
5. Repair or replacement is at our discretion. Replacements may be new or refurbished to equivalent specification.

Target turnaround: 10 business days from receipt of the unit, excluding shipping time. Advance replacement may be available for enterprise and Corps institutional customers.

5. Cancelling before shipment

NGARi ONE pre-orders may be canceled at any time before your unit ships for a full refund of the purchase price, no reason required. Email [email protected] with your order reference. Refunds are issued to the original payment method within 10 business days of cancellation.

6. Returns after delivery

You may return an undamaged unit within 30 calendar days of delivery for a refund of the purchase price. Return shipping is paid by you unless the unit was dead on arrival or not as described. To be accepted, a returned unit must:

• Include all original components and the power supply
• Have been factory-reset, with your data removed
• Show no physical damage beyond normal inspection

Refunds are issued within 10 business days of the returned unit passing inspection. If a returned unit fails inspection we will tell you what we found and either offer a paid repair or return the unit to you at your cost.

7. Dead on arrival

If a unit does not power on or fails within 30 days of delivery, we treat it as dead on arrival: we pay shipping both ways and prioritise the replacement. Report it as soon as you can — contacting us within the first 30 days keeps the process simple.

8. Shipping

• Units ship in production batches. Your estimated shipping window is shown at checkout and confirmed by email.
• Shipping is charged at checkout. US domestic shipping is a flat $25 for NGARi ONE; NGARi+ rates are calculated at checkout by weight and destination.
• International orders may be subject to import duties, taxes and customs clearance fees, which are your responsibility. We declare accurate values and cannot mark shipments as gifts.
• Risk of loss passes to you on delivery. If a shipment is lost or damaged in transit, tell us and we will open a carrier claim with you.
• We cannot ship to sanctioned destinations or to addresses we cannot verify.

9. Transfer of ownership

Warranty coverage transfers with the hardware if you sell or gift it, provided you tell us in writing and the unit was not previously returned, repaired without authorisation, or reported lost or stolen. The remaining warranty period is unchanged.

10. Your statutory rights

Nothing in this policy limits any non-waivable statutory or consumer right you have in your jurisdiction. Where local law gives you a longer or stronger remedy than this policy, local law prevails.

11. Add-on support

Extended Support is available at $149/month per device and adds priority response, named engineering contact, quarterly health review and advance-replacement eligibility. It is optional — the two-year hardware warranty applies whether or not you buy it. Add Extended Support.

12. Contact

Warranty, returns, RMA, shipping and anything else: [email protected]. Governing law is Delaware, USA, consistent with our Terms of Service. Refund mechanics are summarised in the Refund Policy.