Explore our B2B website
Featuring an array of additional business products, prices excluding VAT, quotation opportunities, and attractive payment terms for your business
Post-Warranty Support
Assistance After Commercial Warranty Expiration
At Unbound XR, we understand that purchasing a VR headset or related hardware is an investment, and you expect high-quality products. Should your product become defective outside the factory or commercial warranty period, we are here to assist you. Below, we explain how we can support you and what you can expect.
Legal Warranty and Reasonable Lifespan
In the Netherlands, products must meet reasonable lifespan expectations based on the type of product, price, and normal usage. Even after the commercial warranty has expired, the seller may be obligated to provide support under certain circumstances. This is also known as the conformity requirement. The average lifespan of different product groups is regularly determined by independent organizations such as Techniek Nederland (formerly UNETO-VNI). VR headsets fall under the 'portable' product group. Below you will find an overview of relevant guidelines for VR hardware:
| Purchase Price | Average Lifespan |
|---|---|
| €0 or more | 2 years (24 months) |
This table provides an indication, but individual situations may vary. See also: this table.
European Regulation and Your Rights
According to EU rules, the seller must repair or replace items you purchased free of charge if they are defective or do not look or work as advertised. If this is not possible or the seller cannot do this within a reasonable period and without causing too much inconvenience to you, you have the right to a full or partial refund. You are always entitled to a minimum 2-year warranty from the time you receive the item. Your country may have rules that offer you extra protection.
The two-year warranty period begins as soon as you receive your item.
If a defect comes to light within one year of delivery, you do not need to prove that it existed at the time of delivery. It is assumed that this is the case unless the seller can prove otherwise. If the defect comes to light after the first year, the customer must prove that the problem was present at the time of purchase.
For a detailed description of EU legislation, see: Link to EU Directive
How Do We Assist After the Warranty Period?
1. Assessment of the Defect
Contact our customer service. We will assess the defect and investigate whether repair or replacement is possible. In some cases, we may refer you to a specialized repair service.
2. Proportional Compensation
If repair or replacement is not possible, we determine a proportional compensation based on the remaining lifespan of the product. We take into account the original purchase price and the period of use.
Sample Calculation:
• You purchased a VR headset for €599 with an expected lifespan of 2 years (24 months).
• After 20 months, the product becomes defective.
• The remaining lifespan is 4 months, or 17% of the total lifespan. You will then receive a compensation of up to 17% of the purchase price: €599 x 17% = €101.83.
(See also Article 14 of the EU Directive)
3. Discounts or Alternative Products
Instead of a cash compensation, you can also choose a discount on a replacement product. We offer attractive discounts as compensation.
Your Responsibilities
To use our support outside the warranty scheme, we ask the following:
- Proof of purchase: Ensure you can provide the invoice or receipt.
- Proof of original defect: After the commercial warranty has expired, you must be able to demonstrate that the defect was present at the time of purchase. We will assess this during the defect analysis.
- Proper care: The product must have been used and maintained normally. Damage caused by improper use or incorrect maintenance is excluded from the scheme.
How Do I Contact You?
Contact our customer service at support@unboundxr.nl. We aim to provide you with a suitable solution within two business days.
Frequently Asked Questions
1. My VR headset broke after 18 months. Is this covered by warranty?
If the commercial warranty has expired, we look at the expected lifespan. If this is longer than 18 months, you may be eligible for support. However, you must demonstrate that the defect was present at the time of purchase.
2. Do I have to pay for a defect investigation?
The initial investigation is free of charge. If the defect falls outside Unbound XR's responsibility, charges may apply. This will always be discussed with you in advance.
3. How is the cost of repair calculated?
Sample Calculation:
- You purchased a VR headset for €599 with an expected lifespan of 2 years (730 days).
- The headset is defective after 500 days, which means you have used 68.49% of the lifespan.
- The total repair costs amount to €200.
- Your share is 68.49% of €200 = €136.98, while Unbound XR covers 31.51% of the costs: €63.02.
4. Can I get a voucher instead of a compensation?
Yes, we offer the option of a voucher or a discount on a new product.
Conclusion
At Unbound XR, we value customer satisfaction, even after the warranty period has expired. We are happy to help you find a solution that meets your expectations and our quality standards. Do you have any questions? Feel free to contact us!