01Who provides this warranty

This Limited Hardware Warranty ("Warranty") is provided by Mek Peripherals India Private Limited, owner of the itGO brand ("itGO", "we", "us"), to the original end-user purchaser ("Customer", "you") of an itGO-branded hardware product purchased in India from itGO or an itGO-authorised channel partner, distributor or reseller, or through the Government e-Marketplace (GeM).

itGO is an Original Equipment Manufacturer (OEM). Each system is configured, assembled, quality-tested and serialised by itGO under an ISO 9001:2015 certified quality management system, and is supported by itGO directly. Your warranty relationship is therefore with itGO, and not with individual component manufacturers.

02Definitions

• Product: the itGO-branded system identified by its itGO serial number, including the factory-installed components listed on the invoice or configuration sheet.
• Factory-installed components: processor, motherboard, memory, storage, graphics card, power supply, chassis, cooling, display panel (AIOs), network and wireless modules and other parts installed by itGO before dispatch.
• Bundled accessories: keyboard, mouse, external power adapter, cables, webcam, speakers or other items supplied in the box.
• Business day: Monday to Saturday, excluding national and declared state public holidays at the service location.
• Remote diagnosis: troubleshooting over phone, WhatsApp, e-mail or remote session to confirm a hardware fault before parts or an engineer are dispatched.
• Serviceable location: a location within the coverage area of an itGO service centre or authorised service partner (see Locate Service Centre).

03Warranty period by product

The warranty period that applies to your Product is the period stated on the itGO tax invoice, purchase order, GeM contract or warranty certificate. Standard periods are shown below.

04When your warranty starts

• Standard purchases: the date of the original itGO or authorised-partner tax invoice.
• Government, GeM and project supplies requiring installation: the date of successful installation and commissioning, as recorded on the installation report, PRC or CRAC, provided installation takes place within 30 days of delivery. Where installation is delayed for reasons not attributable to itGO, the warranty starts 30 days after delivery.
• If proof of purchase is unavailable, itGO may determine the start date from the dispatch date recorded against the serial number in our ERP.
• Extended warranties run continuously from the end of the standard warranty and do not restart on repair or replacement.

You can check the warranty status of any Product at itgo.co.in/warranty-check using its serial number.

05What is covered

itGO warrants that the Product will be free from defects in materials and workmanship under normal use, in accordance with the user documentation, during the warranty period. If a covered defect occurs, itGO will, at its option, repair the Product or replace the defective part or Product at no charge for parts, labour or on-site visits within serviceable locations.

Comprehensive warranty includes:

• All factory-installed components listed on the invoice or configuration sheet, including processor, motherboard, memory, SSD/HDD, graphics card, power supply and cooling fans.
• Integrated display panel, camera, speakers and microphone on All-in-One PCs.
• External power adapter on Mini PCs and All-in-One PCs where supplied.
• Server chassis, backplanes, redundant power supplies, RAID controllers and network cards installed by itGO.
• Wireless (Wi-Fi/Bluetooth) modules installed by itGO.
• BIOS/firmware updates to resolve a confirmed hardware defect.
• Restoration of factory drivers and recovery image after a hardware part replacement.

06Service levels & delivery methods

All service begins with remote diagnosis. Where a hardware fault is confirmed and cannot be resolved remotely, itGO will deliver service using the method applicable to your Product and location.

• Target resolution: itGO aims to resolve confirmed hardware faults within 3 business days of engineer visit in metro and Tier-1 locations. Response and resolution times are targets, not guarantees, unless a specific SLA with penalties is agreed in writing (for example, in a GeM or tender contract).
• Customer-replaceable units (CRUs): for easily replaceable parts such as keyboards, mice, external adapters and memory modules, itGO may ship the part for you to install, with remote guidance. You may instead request an engineer visit.
• Support hours: Monday to Saturday, 11:00 AM – 7:00 PM IST, excluding public holidays, unless your service agreement provides extended hours.

07How to make a warranty claim

1. Check your warranty. Find the serial number on the label at the back or bottom of the system and check its status at itgo.co.in/warranty-check.
2. Log a service request. Raise a Support Ticket, call toll-free 1800-268-5990, or message us on WhatsApp +91 81694 77512. Share the serial number, a copy of the invoice, site address and contact person, and a description with photos or video of the issue.
3. Remote diagnosis. An itGO support engineer will contact you to troubleshoot. You will receive a service request number for all further communication.
4. Engineer visit or part dispatch. If a hardware fault is confirmed, itGO will dispatch an engineer and/or replacement part to the registered site, or arrange carry-in or pick-up where on-site service is not available.
5. Resolution and sign-off. After repair, the engineer will demonstrate the fix. Please sign the service report. The defective part will be collected by itGO unless secure drive retention applies (Section 12).

08Your responsibilities

• Back up all data, software and settings before any service. itGO engineers may need to replace storage or reinstall the operating system.
• Remove or protect confidential, classified or personal information, or inform us in advance so that the secure drive retention process can be followed.
• Provide safe and timely access to the Product during business hours, along with any site gate passes, permits or security clearances required.
• Provide BIOS, operating system and administrator passwords where needed, or have an authorised person present.
• Remove non-itGO hardware, accessories and media before service, unless requested otherwise by the engineer.
• Co-operate with remote diagnosis, including running diagnostic tools and, where safe, simple checks requested by our engineer.
• Operate the Product within its specified environmental conditions (for servers typically 5°C–35°C and 5%–90% relative humidity, non-condensing) with stable, earthed power. Use of a UPS or stabiliser is strongly recommended.
• Keep the itGO serial number label, warranty seals and invoice intact.

09What is not covered

This Warranty does not cover the following. Service for these items may be provided on a chargeable basis.

Products purchased outside India, from unauthorised sellers, or sold as "used", "demo" or "refurbished" without an itGO warranty certificate are not covered.

10Display pixel policy

Applies to All-in-One PCs and bundled itGO displays. LCD/IPS panels contain millions of sub-pixels and a very small number of defective sub-pixels is normal and within industry standards (ISO 9241-307, Class II). A display panel is eligible for warranty repair or replacement if, within the warranty period, it has any one of the following:

Panels with physical damage, cracked glass or pressure marks are excluded, as described in Section 9.

11Repair, replacement & parts

• itGO may use new parts, or parts that are equivalent to new in performance and reliability, for repairs and replacements.
• A replacement part may be a different brand or model from the original, provided it is of equal or better specification and fully compatible.
• Where a Product cannot be repaired economically, or the same fault recurs three times within 6 months after repair, itGO may replace the Product with the same or an equivalent model of equal or better specification. Where neither repair nor replacement is possible, itGO may offer a refund of the depreciated value as per the invoice.
• All parts or Products replaced under warranty become the property of itGO, except retained drives under Section 12.
• Replacement parts are warranted for the remainder of the original warranty period or 90 days from installation, whichever is longer.
• itGO maintains spares stock for the duration of the standard and any extended warranty sold for the Product.

12Data, storage & secure drive retention

itGO is not responsible for the loss, recovery or confidentiality of data stored on any Product sent for, or serviced under, warranty. Please maintain regular backups.

Secure drive retention

For defence, government, banking, healthcare and other customers handling sensitive data, itGO offers a secure drive retention option. Under this option, a defective SSD/HDD replaced under warranty stays with the Customer and is not returned to itGO. The Customer then becomes responsible for its secure disposal in accordance with applicable e-waste rules. This option must be purchased at the time of order or specified in the GeM/tender contract; otherwise, the defective drive must be handed over to itGO.

Data on replaced drives

Defective drives returned to itGO are handled through controlled processes under our ISO/IEC 27001 information security management system and are physically or logically destroyed before disposal.

13Dead on Arrival (DOA)

If a Product does not power on or has a functional hardware defect on first installation, report it within 7 days of delivery. After verification by itGO, the Product or the defective part will be replaced on priority. Report it with the order ID, serial number, and photos or video of the problem, and keep the original packaging, accessories and invoice. See our Return Policy for full DOA and transit-damage terms.

Visible transit damage must be noted on the delivery receipt at the time of delivery.

14Software & operating system

• Pre-installed operating systems (Windows, Ubuntu or others) are licensed under the publisher's licence terms. itGO provides reinstallation of the factory operating system and drivers when needed as part of a hardware repair.
• Drivers, BIOS updates and utilities are available at itgo.co.in/product-drivers.
• itGO provides 30 days of getting-started assistance from the date of delivery for basic setup questions about pre-installed software. Ongoing software support, imaging and deployment services are available under separate agreements.

15Extended warranty, upgrades & AMC

Extended and enhanced services follow the terms of this Warranty, plus any additional terms in the respective service agreement. Contact itGO Sales for pricing.

16Government, GeM & project supplies

• For Products supplied through GeM, tenders or project contracts, the warranty period, response and resolution SLAs, penalties, and any buyer-specific terms in the contract prevail over this document where they conflict.
• Warranty is extended to the consignee and installation site named in the contract. Relocation of Products to another site should be notified to itGO so that service coverage can be updated.
• itGO can provide warranty certificates, serial-wise asset lists, preventive maintenance reports and call-history reports for audit purposes on request.

17Transfer & territory

• This Warranty is valid only within India.
• The Warranty is transferable to a subsequent owner within India for the remaining warranty period. Notify itGO with the serial number, original invoice copy and new owner details.
• Products moved outside India are not eligible for service outside India, but may be serviced in India if brought back during the warranty period.

18Out-of-warranty and chargeable service

• itGO offers repair for Products outside warranty, or for issues not covered by it. Diagnosis, parts, labour and visit charges will be quoted in advance and work starts only after your written approval.
• If a Product sent for service is found not to have a fault covered by warranty, standard inspection and logistics charges may apply.
• Products left at an itGO service location for more than 60 days after notification of repair completion, or after a quote is rejected, may attract storage charges. After 90 days, they may be disposed of in accordance with applicable law.
• Chargeable repairs are warranted for 90 days for the same fault and replaced parts.

19Limitation of liability

To the maximum extent permitted by law:

• itGO's obligation under this Warranty is limited to repair, replacement or, where applicable, refund as described above. This is your sole remedy for a breach of this Warranty.
• itGO is not liable for loss of data, profit, revenue, business, goodwill or use, or for any indirect, incidental, special or consequential damages arising from use of, or inability to use, the Product.
• itGO's total liability in connection with any Product shall not exceed the price paid for that Product.
• Nothing in this Warranty limits liability that cannot be limited under applicable law, or your statutory rights as a consumer.

20E-waste & end of life

itGO supports the responsible collection and recycling of electronic products in line with the E-Waste (Management) Rules, 2022. Do not dispose of itGO Products in household waste. To arrange collection of an end-of-life itGO Product, contact us through the Contact Us page.

21Governing law & changes

• This Warranty is governed by the laws of India. Subject to applicable consumer protection law, courts in Mumbai, Maharashtra have exclusive jurisdiction over disputes arising from it.
• itGO may update this Warranty from time to time. The version in force on the date of your invoice applies to your Product. Updates do not reduce coverage for Products already purchased.
• itGO reserves the right to verify every warranty claim and to decline claims that do not meet the conditions of this Warranty, with reasons communicated in writing.

22Frequently asked questions