After-Sales Repair & Technical Service Policy

1. Factory Warranty Coverage & Duration

Proro Rig provides direct factory manufacturer warranty coverage for all hardware purchased directly via https://proto-rig.org/ or authorized distributors:

• Brand New ASIC Miners: Covered under a 365-Day (12 Months) Factory Warranty calculated from the verified date of delivery.
• Certified Refurbished / Tested Units: Covered under a 180-Day Factory Warranty accompanied by a certified diagnostic benchmark report.
• Power Supply Units (PSU): Power supplies ordered individually or included with hardware are warrantied for 180 days from delivery.

2. Return Merchandise Authorization (RMA) Procedure

If hardware exhibits technical defects in material, performance, or workmanship during the active warranty period, Proro Rig will repair or replace defective components free of charge.

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 (To Service Center): The customer pays for inbound express shipping charges to ship defective components to our designated regional repair hub (Hong Kong, UAE, Germany, USA).
• Outbound Freight (Back to Customer): Proro Rig covers 100% of outbound shipping costs to return repaired or replacement hardware back to your designated delivery address.
• Customs Declarations: For customs declaration purposes, a formal repair agreement template is provided. Both parties adhere to local customs clearance procedures for return freight under HS Tariff Code 8471.80.

4. Warranty Exclusions & Void Conditions

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

5. Out-of-Warranty Technical Services

For hardware outside the official warranty period or units voided due to environmental damage, Proro Rig provides professional paid repair services at our regional service centers.

Customers will receive a detailed cost quote covering diagnostic labor and replacement component parts prior to repair work starting. Out-of-warranty repairs include a 90-day warranty on replaced components.

6. Live Serial Support & Ticket Portal

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