Warranty & Returns

WARRANTY AND RETURN POLICY

LIMITED WARRANTY

Higher Ground, LLC (Higher Ground) warrants, only to the original purchaser (“you”) directly from Higher Ground or its authorized distributor, and not to any subsequent owner or to any principal for whom you may have purchased as an undisclosed agent, your SATPAQ will be free from defects in materials and workmanship (the “Limited Warranty”) for one year from the original date of purchase (“Warranty Period”). Capitalized terms used but not defined herein have the meanings given in Higher Ground’s Terms and Conditions of Use.

Within the Warranty Period, Higher Ground will, at its sole option, repair or replace any components that fail in normal use with comparable new or refurbished components. Such repairs or replacement will be made at no charge to the customer for parts or labor. To make a claim under the Limited Warranty, you must follow the steps described below under “Return Process.” Once authorized, the SATPAQ must be returned to Higher Ground freight prepaid at the address specified by Higher Ground in the authorization with proof of purchase to receive warranty service.

This Limited Warranty covers defects in materials and workmanship only. The Warranty Period is not extended, or renewed for any replacement components, if we repair or replace a warranted product. We have no responsibility for claims made after the Warranty Period expires.

This Limited Warranty does not cover cosmetic damage such as scratches or dents nor any defects or damage to a product resulting from accident or misuse (including damage caused by immersion or exposure to water), or as a result of service or modification by other than Higher Ground or its designee. The Limited Warranty does not cover damages sustained during shipment of the SATPAQ Product (including original shipment to you and shipments related to the Limited Warranty or out of warranty repairs), and you assume the risk of loss during any such shipments.

Higher Ground will assume the shipping charges for the repaired or replacement unit to the customer if covered under the Limited Warranty.

OUT OF WARRANTY REPAIRS

If we determine that the problem is not covered under this Limited Warranty, we will notify you and inform you of service alternatives that are available to you on a fee basis, and you will be responsible for all shipping charges to or from Higher Ground or its designee.

RETURN POLICY

This return policy allows you to return the SATPAQ Product during the 30-day period following the date of the original purchase by you directly from Higher Ground for a refund of the purchase price paid, subject to the exclusions below. All SATPAQ Products must be packed in the original, unopened and unmarked packaging including any accessories, manuals and documentation that shipped with the SATPAQ Product.

Any Message Credits purchased or redeemed and credited to a user account are non-refundable.

Refunds will be made to the credit card account used to make the original purchase. Shipping and handling charges, and taxes paid are non-refundable. You are responsible for and must prepay all shipping charges and you shall assume all risk of loss or damage to the SATPAQ Product while in transit to Higher Ground. If you return the SATPAQ Product to Higher Ground (a) without a Return Material Authorization (“RMA”), (b) beyond the 10-day RMA issuance period, or (c) without proper packaging, Higher Ground retains the right to either refuse delivery of such return or to charge you a restocking fee. The amount of time required to credit your account may vary, depending on handling and processing time.

RETURN PROCESS

  1. Visit our website (https://ufw37.spacemsg.com/) and use the Contact Us link at the bottom of the page to access the SATPAQ Customer Support Portal. Complete the form with all relevant information, including the Order Number (found on the Packing Slip), the name of the person who placed the order, the Product Serial Number (PSN) of the unit (label with PSN is located on the back of the SATPAQ) and a description of the problem or the reason for return. Select Warranty Request or Return Request as the category.
  2. You will be contacted via email and if eligible, will be provided with an RMA number and instructions. The SATPAQ Product must be received by Higher Ground within 10 days after issuance of the RMA.
  3. You must return the SATPAQ Product to us, including the RMA number and a copy of the original receipt. Higher Ground recommends you use a carrier that offers shipment tracking and you adequately insure your package so you are covered in the event the shipment is lost or damaged in transit.
  4. By return of such SATPAQ Product, you agree to be bound by these terms and conditions of our return policy

EXCEPT AS PROVIDED ABOVE, THE SATPAQ PRODUCT AND THE SERVICES (AS DEFINED IN THE TERMS AND CONDITIONS) ARE SOLD “AS IS” AND “AS AVAILABLE,” USE OF THE SATPAQ PRODUCT AND THE SERVICES IS AT YOUR SOLE RISK, AND HIGHER GROUND DOES NOT MAKE, AND EXPRESSLY DISCLAIMS, ANY OTHER EXPRESS OR IMPLIED REPRESENTATIONS OR WARRANTIES WHATSOEVER, WHETHER ARISING BY STATUTE OR OTHERWISE IN LAW OR FROM A COURSE OF DEALING OR USAGE OF TRADE, IN EACH CASE TO THE MAXIMUM EXTENT PERMITTED BY LAW. WITHOUT LIMITING THE FOREGOING, EXCEPT FOR THE LIMITED WARRANTY, HIGHER GROUND EXPRESSLY DISCLAIMS ANY EXPRESS OR IMPLIED WARRANTIES (I) REGARDING THE CONDITION, DESIGN, SPECIFICATIONS, WORKMANSHIP, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE OF THE SATPAQ PRODUCT OR THE SERVICES, (II) THAT THE SATPAQ PRODUCT OR THE SERVICES ARE FREE FROM LATENT DEFECTS OR DEFICIENCIES, WILL BE UNINTERRUPTED, ERROR-FREE, OR FREE OF VIRUSES, MALWARE OR OTHER HARMFUL COMPONENTS, OR THAT ANY DEFECTS IN THE SATPAQ PRODUCT OR SERVICES WILL BE CORRECTED, (III) THAT THE SATPAQ PRODUCT OR THE SERVICES ARE FREE FROM INFRINGEMENT OF ANY PATENT, TRADEMARK, COPYRIGHT OR PROPRIETARY RIGHT OF ANY THIRD PARTY, (IV) THAT THE SERVICES OR SATPAQ PRODUCT WILL MEET YOUR REQUIREMENTS, OR THE REQUIREMENTS OF ANY OTHER PERSON, OR BE OF SATISFACTORY QUALITY OR ACCURACY, (V) AS TO THE SUITABILITY OR MAINTENANCE OF THE SATELLITE SYSTEMS USED BY THE SATPAQ PRODUCT OR THE SERVICES TO MAKE DATA TRANSMISSIONS, INCLUDING ALL SERVICES, OR OTHER SIGNALS RELATED THERETO AND (VI) OF QUIET ENJOYMENT.

NO ORAL INFORMATION OR ADVICE GIVEN BY ANY DISTRIBUTOR, RESELLER OR ANY HIGHER GROUND REPRESENTATIVE SHALL CREATE A WARRANTY. YOU ARE SOLELY RESPONSIBLE FOR ANY DAMAGE TO YOUR PRODUCT, OTHER DEVICE, OR LOSS OF DATA THAT RESULTS FROM SUCH USE. NEITHER THE SATPAQ PRODUCT NOR THE SERVICES ARE INTENDED FOR USE IN THE OPERATION OF NUCLEAR FACILITIES, LIFE SUPPORT SYSTEMS, AIRCRAFT NAVIGATION OR COMMUNICATION SYSTEMS, AIR TRAFFIC CONTROL SYSTEMS, OR ANY OTHER ACTIVITIES IN WHICH THE FAILURE OF THE APPLICATION COULD LEAD TO DEATH, PERSONAL INJURY, OR SEVERE PHYSICAL OR ENVIRONMENTAL DAMAGE.

THIS LIMITED WARRANTY PROVIDES THE SOLE AND EXCLUSIVE REMEDY FOR ANY DEFECTS IN THE SATPAQ PRODUCT. THE APPLICABILITY OF THE ABOVE LIMITATIONS AND EXCLUSIONS MAY VARY FROM STATE TO STATE, AND/OR COUNTRY TO COUNTRY, AND ACCORDINGLY MAY NOT APPLY TO YOU.

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