We want you to be completely satisfied with your JetClock. Here's our policy on returns and what to do if you encounter any issues with your product.

What to Do If Your JetClock is Faulty

If you believe your JetClock has a manufacturing defect or faulty component, we're here to help!

Step 1: Contact Our Support Team

Get in touch with us at [email protected] and include:

• Your order number (if available)
• Description of the issue - what's not working as expected
• Photos or videos of the problem (if applicable)
• Steps you've already tried to resolve the issue

Step 2: We'll Help You Troubleshoot

Our support team will work with you to:

• Identify the problem - whether it's a setup issue or a genuine fault
• Provide solutions - we can often resolve issues remotely
• Arrange replacement parts - if a specific component is faulty
• Send a replacement - if the entire unit needs to be replaced

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Common Issues That Aren't Faults

Some issues that might seem like faults are actually normal or can be easily resolved:

Assembly Issues

• Components don't fit together - This is usually due to incorrect assembly order
• Screen not working - Often due to loose connections or incorrect pin alignment
• Power issues - Usually related to cable orientation or power adapter

Setup Issues

• WiFi connection problems - Often due to network settings or password issues
• Registration failures - Usually due to incorrect email/postcode entry
• Aircraft detection issues - Often related to location or network settings

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What We Cover

Manufacturing Defects

We'll replace or repair JetClock units that have genuine manufacturing defects, including:

• Faulty components - Defective Raspberry Pi, screen, or other hardware
• Assembly issues - Missing or damaged parts from the kit
• Software problems - Issues with the pre-installed JetClock OS
• Power issues - Problems with the power supply or connections

What We Don't Cover

• User damage - Physical damage caused during assembly or use
• Setup issues - Problems related to WiFi configuration or user error
• Network issues - Problems with your home network or internet connection
• Environmental damage - Damage from water, heat, or other environmental factors

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Replacement Process

If we determine that your JetClock has a manufacturing defect:

1. We'll send you a replacement - Usually within 1-2 business days
2. You'll return the faulty unit - We'll provide a prepaid shipping label
3. We'll test the returned unit - To understand what went wrong and improve our products

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Warranty Information

JetClock comes with a 12-month warranty against manufacturing defects from the date of purchase.

Warranty Coverage

• Hardware defects - Faulty components or assembly issues
• Software issues - Problems with the JetClock operating system
• Power supply problems - Issues with the included power components

Warranty Exclusions

• Physical damage - Dropping, water damage, or other accidents
• Modifications - Any changes made to the hardware or software
• Normal wear and tear - Expected degradation over time
• Third-party components - Any additional parts you've added

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Contact Information

For all returns and faulty product inquiries:

Email: [email protected]

Response Time: We typically respond within 24 hours during business days.

What to Include:

• Your order number (if available)
• Clear description of the issue
• Photos or videos if helpful
• Steps you've already tried

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Need Help?

If you're experiencing issues with your JetClock, we're here to help! Contact our support team and we'll work with you to resolve the problem quickly and efficiently.

For general troubleshooting, check out our support articles which cover most common issues and their solutions.