After-Sales Repair & Technical Service Policy

1. Factory Warranty Coverage & Duration

Proro Rig provides 365 days of warranty coverage for eligible hardware purchased from our official store. The serial is registered to the official sales record during fulfillment. Coverage begins on delivery for shipped hardware and activation for hosted hardware.

Official Store Devices also receive lifetime access to compatible official firmware updates during the supported service life of the model. Devices purchased from external suppliers are outside our official sales and warranty chain and are governed by the paid-service terms below.

• Covered: Verified manufacturing defects, internal component failure not caused by the Customer, delivery damage and hardware received non-operational.
• Resolution: Remote diagnosis, parts shipment, repair or an equivalent replacement, selected according to the technical findings.
• Hosted hardware: Covered repair or equivalent hashrate replacement is included in the contracted operating service without an additional repair charge.

2. Return Merchandise Authorization (RMA) Procedure

If inspection confirms a covered fault, Proro Rig repairs or replaces the affected component without diagnosis, labor or parts charges. The target is completion within 10 business days after receipt at the authorized service location. If that target cannot be met, we provide a written update and an equivalent replacement or confirmed completion plan.

Steps to Request Warranty Repair:

1. Log in to your account or visit our Serial Support & Repair Portal.
2. Enter your device's unique Serial Number (SN) to check warranty status and generate an official RMA Ticket Number.
3. Package the defective component (hashboard, control board, PSU, or full unit) securely in anti-static protective packaging.
4. Ship the package to your assigned regional repair hub with the RMA Ticket clearly marked on the exterior carton.

3. Shipping & Customs Terms for Warranty Repairs

RMA freight charges and customs logistics are governed by the following clear policy:

• Inbound Freight: The Customer pays to send the authorized warranty return to the service location stated in the case.
• Return Freight: Proro Rig pays the standard return delivery after covered repair or replacement.
• Customs: We provide accurate repair-return documentation. For an order of up to 10 devices originally sold as DDP/Tax Included, we coordinate the applicable return clearance. Larger commercial cases follow the written quotation or service instruction.

4. Warranty Exclusions & Void Conditions

The factory warranty will be rendered null and void under the following conditions:

5. Out-of-Warranty Technical Services

A $49 remote diagnostic fee applies only to devices outside warranty and devices not registered as purchases from our official store. It does not apply to an eligible in-warranty Official Store Device.

The English-language appointment may include review of network visibility, logs, temperatures, power and hashrate behavior, controller configuration, installed firmware, error history, and safe corrective steps. Install AnyDesk from its official website. If the miner is powered and network-connected, the Customer computer must be on the same local network. If it cannot power on or connect, Support will arrange an alternative process and guide inexperienced Customers through preparation.

One reasonable rescheduling request may be accepted. Repeated absence or failure to prepare required access may close the session as delivered or require a new fee. A delivered diagnostic is non-refundable even if the issue is solved remotely. If physical repair is approved, the diagnostic fee is credited against the repair charge; inbound and return shipping, parts and labor remain the Customer’s responsibility unless the quotation states otherwise.

Customers receive a written quotation before paid work begins. Replaced components in an approved paid repair carry a 90-day service warranty.

Firmware for External Devices

A device bought from another source may be registered once for $25 to receive compatible firmware and later updates through the Customer account for the supported service life of that model. The fee may be refunded before the first package is supplied. After the first package is made available it is non-refundable.

If Support finds that no safe compatible package can be supplied because the hardware or firmware was modified by a reseller or unknown third party, the fee is refunded and firmware service may be declined.

6. Live Serial Support & Ticket Portal

Track your warranty status, search diagnostic manuals, or request an RMA ticket directly on our official support portal: