Warranty Policy

Document ID: NSS-LEGAL-WTY-001 · Version: 1.0 — May 2026 · Classification: Confidential · Contact: legal@northstarshowsystems.com

1. WARRANTY COVERAGE
2. DEAD ON ARRIVAL (DOA)
3. RMA PROCESS
4. EXTENDED WARRANTY
5. OUT-OF-WARRANTY REPAIR

1. WARRANTY COVERAGE

Northstar warrants that all Hardware products, when used in accordance with published specifications and documentation, will be free from defects in materials and workmanship for the warranty period specified below.

1.1 Warranty Periods

Product	Warranty Period	Start Date
Helm Server Appliance	12 months	Date of delivery (M5)
TrueNorth Router Kit	12 months	Date of delivery (M5)
Bridge Operator Panel	12 months	Date of delivery (M5)
Polaris Audio Node (A)	12 months	Date of delivery (M5)
Polaris Video Node (V)	12 months	Date of delivery (M5)
Polaris GPIO Node (G)	12 months	Date of delivery (M5)
Polaris Mixed Node (X)	12 months	Date of delivery (M5)

1.2 What Is Covered

Defective components (PCB failures, solder joint failures, manufacturing defects)
Firmware corruption caused by Northstar-distributed updates
Intermittent connectivity failures attributable to hardware defect
Premature component failure under normal operating conditions

1.3 What Is NOT Covered

Damage from misuse, abuse, accident, or unauthorized modification
Damage from power surges, lightning, water, fire, or Acts of God
Normal wear and tear (cables, connectors, switches)
Third-party components not supplied by Northstar
Software issues (covered under Support Policy)
Consumables (fog fluid, CO2 cartridges, batteries)
Installation labor or on-site service

2. DEAD ON ARRIVAL (DOA)

Hardware that fails within 14 days of delivery and was never successfully operational is classified as Dead on Arrival (DOA). DOA units are replaced immediately at no cost with priority shipping. Customer must report DOA within 14 days of delivery via the Customer Portal or by contacting support.

3. RMA PROCESS

3.1 How to Submit an RMA

Log into the Customer Portal and navigate to Support → Submit RMA.
Enter the device serial number (auto-populates device details and warranty status).
Describe the issue and upload photos if applicable.
Northstar will review and approve or deny the RMA within 2 business days.

3.2 RMA Status Workflow

Status	Description
Submitted	RMA request received, pending review
Under Review	Northstar engineering evaluating the reported issue
Approved	RMA approved, shipping instructions sent to Customer
Shipped (Customer → NSS)	Customer has shipped the unit to Northstar
In Repair	Unit received at Northstar, repair/replacement in progress
Shipped (NSS → Customer)	Repaired/replacement unit shipped back to Customer
Complete	RMA closed, replacement delivered

3.3 Advance Replacement

Customers on Enterprise or Mission Critical support tiers are eligible for advance replacement. Northstar ships a replacement unit before receiving the defective unit. Customer must return the defective unit within 14 days or be charged the full retail price.

4. EXTENDED WARRANTY

Customers may purchase extended warranty coverage for any Hardware product. Extended warranty must be purchased before the original warranty expires.

Extension	Duration	Cost
1-Year Extension	Adds 12 months from original expiration	15% of original retail price
2-Year Extension	Adds 24 months from original expiration	25% of original retail price
Lifetime (product life)	Covered as long as product is supported	40% of original retail price

5. OUT-OF-WARRANTY REPAIR

Northstar offers out-of-warranty repair services at published labor rates. A diagnostic fee of $75 applies to all out-of-warranty repair evaluations. If the Customer declines repair, only the diagnostic fee is charged. Repair costs are quoted before work begins.

DOCUMENT CROSS-REFERENCES:

Terms of Service (NSS-LEGAL-TOS-001)
Support Policy (NSS-LEGAL-SUP-001)
Portal PRD (NSS-PORTAL-PRD-001) — RMA module requirements

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