Warranty & Return Policy

Limited Hardware Warranty and Software Sales Policy

Subject to the terms and conditions set forth below, FlexRadio provides a limited hardware warranty covering defects in materials and workmanship under normal and reasonable use. During the applicable warranty period, FlexRadio will provide repair service for qualifying defects. This warranty applies only to manufacturing defects discovered during normal operation of the product.

All software purchases are final. Software licenses are non-refundable. Software release is provided “as is” without any warranties, express or implied. The developer makes no representations or warranties regarding the reliability, accuracy, or performance of this software. All risk arising from its use remains with the user. In no event shall the developer be liable for any damages, including but not limited to loss of data, loss of profits, or other incidental or consequential damages, arising out of the use or inability to use this software.

Customers are responsible for reviewing all product descriptions, documentation, and system requirements before completing a purchase. By purchasing FlexRadio software, you acknowledge and agree to this no-refund policy.

This limited warranty does not apply to damage or failure resulting from:

To normal wear and tear;
Physical abuse, misuse, or mishandling;
Improper installation or configuration;
Accidents of any kind;
Exposure to lightning, electromagnetic pulses (EMP), power surges, incorrect electrical voltage, flooding, water damage, excessive heat, excessive humidity, or other electrical stress;
Incorrect electrical connections resulting in damage;
Broken or tampered warranty seals;
Acts of nature; or
Modification of the product from its original condition.

Warranty Periods

The applicable limited hardware warranty periods are as follows:

New FlexRadio Transceivers: Two (2) years from the original date of purchase
New PGXL Amplifiers: One (1) year manufacturer’s warranty
New Tuner Genius XL (SO2R and 1×3 models): One (1) year manufacturer’s warranty
New Antenna Genius Products: One (1) year manufacturer’s warranty
FlexRadio Certified Pre-Loved Radios:
- FLEX-6600 and FLEX-6400: Six (6) months from the date of purchase
- FLEX-6700: Ninety (90) days from date of purchase
FlexRadio-Manufactured Accessories (including Maestro™ and FlexControl™): One (1) year from date of purchase
Products manufactured by third parties and sold through the FlexRadio Online Store are covered solely by the original manufacturer’s warranty, if any. FlexRadio makes no independent warranty for third-party products.

Warranty Claims and Return Procedures

If a product covered by this limited hardware warranty is believed to be defective, the customer must follow the FlexRadio Return and Repair procedures before sending any product to FlexRadio. Failure to follow the prescribed return procedures may result in delays or denial of warranty service.

Warranty Transfer Policy

Limited hardware warranties are valid only for the original purchaser unless a Warranty Transfer option has been purchased.

Purchase of a Warranty Transfer allows the remaining portion of the original warranty period for an eligible product to be transferred to a subsequent owner. A Warranty Transfer does not extend or renew the original warranty period.

Extended Warranty Details

The Optional Extended Hardware Warranty Program is currently offered on the FLEX-8400(M) and FLEX-8600(M) transceivers for customers in the USA. This warranty extends the original manufacturer’s limited warranty on amateur radio products but does not include optional accessories (e.g., power supplies, microphones, cables, etc.). This warranty begins at the expiration of the original hardware warranty. The limitations, exceptions, and exclusions of the original manufacturer’s hardware warranty apply during the extension period.

The FlexRadio Extended Warranty Program must be purchased within thirty (30) days of the date the eligible product(s) were purchased. Verification that the Extended Warranty Program was purchased, product purchase date, and serial numbers may be required of the Buyer.

The FlexRadio Extended Warranty is only available on items purchased by the original Buyer and is transferable upon payment of a warranty transfer fee published by FlexRadio. See the Extended Warranty Terms and Conditions below.

Please visit Warranties to purchase an Optional Extended Warranty.

Terms and Conditions

What is covered?

During the two (2) year standard Limited Hardware Warranty period and any extended warranty period after the standard warranty has expired, FlexRadio will replace defective parts free of charge (post-paid) for transceiver components only. Any replacement hardware parts will be warranted for the remainder of the extended warranty period or ninety (90) calendar days from the date of installation or repair, whichever is longer. FlexRadio will also correct any failure caused by defective parts and materials. Certain defective products may be eligible for product replacement only during the first 30 days of ownership. The complete unit must be sent to FlexRadio at your expense in the original shipping container or other packaging sufficient to prevent damage in transit. FlexRadio is not responsible for damage or lost shipments from the customer. FlexRadio will insure the package and pay for return shipping to the country of purchase.

What is not covered?

Limited Hardware Warranties as it pertains to the transceiver or radio components do not cover repair or damage caused by (1) misuse, negligence, or user modifications; (2) any performance malfunctions involving non-FlexRadio accessory equipment; (3) connection to improper or unstable voltage supply; (4) improper execution of hardware calibration or test routines; (5) the incorrect installation of any and all cables connected to the radio by the user; (6) the use of third-party software applications or hardware that directly or indirectly controls radio functions and/or operating state by utilizing a communication or control protocol, such as but not limited to CAT or I2C commands, TCP/IP commands, or (7) random acts of nature such as flood, fire, water, weather-related storm, lightning or electrostatic discharge damage.

Limitation of Incidental or Consequential Damages

Limited Hardware Warranties do not apply to non-FlexRadio equipment or components used in conjunction with our products. Any such repair or replacement is the responsibility of the customer. FlexRadio will not be liable or responsible for reimbursement for any special, indirect, incidental, or consequential damages, including but not limited to any loss of business or profits, loss of property, loss of revenue, loss of use, loss of data, inconvenience or cost of unauthorized service.

Customer Return Policy: (Non-Defective Products)

If a customer wishes to return a non-defective product for a refund or replacement, the customer must request an RMA in accordance with the Returns Procedure below. An RMA request will be approved only within 30 calendar days from the date of the original invoice for the purchase of the product. Returned products received after 30 calendar days from the RMA creation date will not be accepted by FlexRadio and will not be eligible for a credit or refund and restocking fees may be applied.

The 30-day return for a refund may only be exercised once per customer.

Customers must return the product in the same condition and packaged in the same manner in which it was received from FlexRadio. See additional return shipping instructions below.

If a product has a warranty seal, and the seal is broken, the product is not eligible for a return.

Purchases that included a trade-in credit are not eligible for a cash refund; only store credit will be issued.

Return Policies

To request an RMA, you must first submit a FlexRadio HelpDesk Support Ticket so that one of our technical support engineers can triage the problem and process your request. If you need assistance in opening a HelpDesk ticket, please refer to the How to Submit a Request for Technical Support at the HelpDesk HelpCenter.

Please provide the following information in your request:

Contact Name & Phone Number including call sign (if applicable)
Product Model Number and Serial Number
The version of SmartSDR used (if applicable)
Reason for Return

Return Shipping Instructions

All equipment must be returned in the same packaging condition in which it was originally delivered and include all accessory items i.e., cables, documentation, cables, etc. Missing accessories or damaged equipment resulting from substandard packaging will be charged to the customer. All product returns must have the RMA number listed on the return packaging slip or external packaging. Specific instructions will be included in your RMA email confirmation. The customer is responsible for all shipping costs to return the product to FlexRadio unless otherwise specified.

Ship all product returns to the following address unless otherwise specified in the RMA shipping information:

FlexRadio
Attn: Returns – RMA #XXXX
4616 W. Howard Lane Suite 8-860
Austin, TX 78728

Disclaimers

IN NO EVENT SHALL FLEXRADIO LIABILITY UNDER THIS WARRANTY EXCEED THE COST OF REPAIR OR REPLACEMENT OF THE DEFECTIVE PRODUCT. THE WARRANTY AND DISCLAIMERS CONSTITUTE FLEXRADIO’S SOLE AND EXCLUSIVE LIABILITY HEREUNDER AND ARE THE EXCLUSIVE REMEDY FOR DEFECTIVE PRODUCTS. THIS LIMITED WARRANTY IS IN LIEU OF ALL OTHER WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND USE FOR A PARTICULAR PURPOSE.

IN NO EVENT SHALL FLEXRADIO OR ITS EMPLOYEES BE LIABLE FOR ANY SPECIAL, INDIRECT, CONSEQUENTIAL, INCIDENTAL OR PUNITIVE DAMAGES HOWEVER CAUSED AND REGARDLESS OF THEORY OF LIABILITY ARISING OUT OF THE USE OR INABILITY TO USE THE PRODUCT.

FOR PURPOSES OF THIS LIMITED WARRANTY, AND AS A RESULT OF THE NATURE OF THE PRODUCTS COVERED BY THIS WARRANTY, THE WARRANTY PERIOD IS DEFINED FROM THE DATE THE PRODUCT IS SHIPPED BY FLEXRADIO TO THE ORIGINAL PURCHASER TO THE SPECIFIED END PERIOD OF THE WARRANTY AS DEFINED BY PRODUCT TYPE/MODEL.

Some states do not allow limitations on the length of implied warranties or do not allow the exclusion or limitation of incidental and consequential damages, so some of the above provisions may not apply to you. Some states provide for additional warranty rights and remedies. The provisions in this limited warranty are not intended to limit, modify, reduce, disclaim, or exclude any mandatory requirements provided by states. This limited warranty gives you specific legal rights, and you may have other rights which vary from state to state.