Warranty Policy
Twelve months of cover against manufacturing defects. Here’s what that means in practice.
Last updated: [EDITABLE — effective date]
At a Glance
What’s Covered.
Covered
- Manufacturing defects present from new
- Hardware failure under normal use
- A device that arrived dead on arrival (DOA)
- Components that stop working within the warranty period without misuse
- Power supply faults not caused by external damage
Not Covered
- Accidental damage, drops or cracked screens
- Liquid damage or spillage of any kind
- Damage from an incorrect or non-approved power supply
- Disassembly, modification or repair attempted by anyone else
- Overheating caused by blocked ventilation or enclosure
- Software issues, account problems or third-party app faults
- Consumables and normal wear and tear
- Devices purchased from an unauthorised reseller
Software and apps are not hardware. Third-party applications, services and content run on their own providers’ terms and can change or stop working independently of us. An app that stops working, an account issue or a service changing how it operates is not a hardware fault and is not covered by this warranty. We’ll still try to help you troubleshoot it through Support.
How to Make a Claim.
Four steps. Step two is not a stalling tactic — a real share of reported faults are resolved there without anything being shipped.
Contact Support
Email us with your order number, the device model and a description of the fault. Photos or a short video help us diagnose it faster.
Troubleshooting First
Many issues turn out to be setup, power or network related. We'll walk you through a few checks before we authorise a replacement — this resolves a good share of claims without shipping anything.
Claim Assessment
If the fault is genuine, we confirm your warranty coverage and issue a return authorisation with shipping instructions.
Repair or Replace
We repair the device where practical, or replace it where it isn't. Replacements may be a new or refurbished unit of equivalent specification.
Warranty Questions
How long is the warranty?+
Every Block Stream device carries a 12-month limited warranty against manufacturing defects, running from the date of delivery. Keep your order confirmation — it's your proof of purchase.
What does the warranty actually cover?+
Manufacturing defects and hardware failures that occur under normal use. In plain terms: if the device fails because of how it was made, that's on us, and we'll repair or replace it.
What isn't covered?+
Damage you caused — drops, spills, cracked screens, incorrect power supplies, or anything opened up or modified. Also excluded are software, account and third-party app problems, and normal wear and tear.
Who pays for shipping on a warranty claim?+
Where the fault is a genuine manufacturing defect confirmed by us, we cover return shipping. If the device turns out to be outside warranty or the fault isn't covered, we'll tell you before anything ships and discuss the options.
Do I need my receipt?+
Yes — an order number or proof of purchase is required to confirm the warranty start date. We can usually find your order from your email address if you've misplaced it.
Does the warranty transfer if I give the device away?+
The warranty runs for 12 months from the original delivery date and stays with the device. The new owner would need the original proof of purchase to make a claim.
Can I get a refund instead of a replacement?+
Warranty claims are resolved by repair or replacement. If you'd rather have your money back, that falls under our Return & Refund Policy instead, which has its own window and conditions.
Does this affect my statutory rights?+
No. This warranty is in addition to your rights under applicable consumer law. Where local law gives you stronger rights than this policy, those rights apply and are not limited by anything here.
What about accessories?+
Accessories supplied in the box — the remote, the controller, cables and the power adapter — are covered by the same 12-month warranty against manufacturing defects.
Warranty terms, the claim window and the exclusions above are editable. Have a qualified legal professional review this policy before launch to confirm it meets the consumer-law requirements of every jurisdiction you sell into.
Related Policies
Something Not Working?
Send us your order number and what the device is doing. We’ll take it from there.