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SmartTerra 1 Year Limited Parts Warranty

Your SmartTerra has a limited 1 year warranty that is valid from the date of purchase. Chalard warrants to you that the products will be free from defects in materials and workmanship under normal use within the Warranty Period.

This warranty covers leakages arising from either faulty materials or workmanship but excludes breakage due to misuse, chips, stress cracks caused by improper support or other breakage. The warranty covers electronic components including pumps and fans.

If you purchased the product from the SmartTerra website or other online vendors, the date of purchase is the date the purchase invoice was issued to you by email. If you purchased the product from an authorized reseller at a physical location, the date of purchase is the date the purchase invoice was issued to you at the physical location.

The Limited Warranty is not transferable by you. All subsequent purchasers acquire the products “as is” without benefit of this Limited Warranty.

Defective Products

In the event Chalard determines that the product is defective, Chalard may in its discretion: (i) Repair the defective part of the product free of charge with new or refurbished parts; or (ii) Replace the defective product with a comparable new or refurbished product.

Repair or Replacement

Where the product is repaired or replaced during the Warranty Period, except as otherwise prohibited by applicable laws, the warranty for the repaired or replaced product, as applicable, will expire upon the expiration of the original Warranty Period. Any warranty service or support under this Limited Warranty is conditioned upon your return of the product, with free and clear title, to Chalard and its authorized service provider. Where there has been a replacement of the product or its parts, as provided pursuant to the LImited Warranty, becomes your property and the product being replaced becomes Chalard’s property.

Exclusions

The Limited Warranty does not apply:

• to normal wear and tear;

• if the Product or any of its parts is opened, disassembled, or repaired by someone not authorized by Chalard;

• if the product was not purchased from Chalard or its authorized retailers;

• to damages caused by misuse, moisture or liquids, proximity to heat, accident, abuse, neglect, misapplication, your failure to abide by the use, safety, and maintenance instructions contained on our website, including, without limitation, a failure to follow such instructions regarding use of the product;

• if the product was not placed on a surface that is flat and levelled and able to withstand the weight of the product with filled with water, gravel, etc.;

• if the product was lifted or moved when it contains water;

• if the humidity and temperature sensor was not kept free of condensation;

• to any equipment other than the product;

• to malfunction or defects resulting from the use of the product in conjunction with accessories, products, services or ancillary or peripheral equipment not expressly approved or provided by Chalard, and where it is determined by Chalard that such malfunction or defect is not the fault of the product itself; and

• to any software, whether or not supplied by Chalard.

Chalard does not warrant that the operation of the product or the services will be uninterrupted or error-free.

Your warranty does NOT cover any damages that are caused from water damaging any electronic component. Please take care to always make sure that water is not present while handling sensitive electronic components. The warranty coverage also excludes problems or malfunctions that arise from misuse or failure of the Main LED Light. While SmartTerra is capable of simulating the environmental conditions of many different habitats, it is incapable of cooling, and this warranty does not cover the inability of the system to reach desired temperatures that are outside of acceptable limits due to external ambient temperatures or light radiation that impacts the system to operate outside of the range of a given species’ requirements. SmartTerra has a natural temperature gradient as a result of the system design, with warmer temperatures near the top of the enclosure. Please note that “Air temperature” is measured at the very top of the SmartTerra near the LED panel, and will generally record temperatures that are up to 5 degrees C higher than the ground temperature. Temperature gradients in this range are considered within the acceptable performance limits. The SmartTerra warranty also does not cover problems that arise from a poor Bluetooth signal or incompatibility with mobile devices.

Proper animal and Plant husbandry skills & techniques are a fundamental requirement for the successful care of plants and animals in captivity. As such, the requirement for a SmartTerra user to monitor and maintain the proper environmental conditions and care requirements, including but not limited to feeding, fertilization, water quality testing, nutrient supplementation is paramount to maintain required conditions for survival of any species placed inside a SmartTerra. The limited 1 year warranty does not cover any losses or claims related to disease, death or otherwise poor success in caring for any inhabitant placed inside of a SmartTerra. If any component of the SmartTerra is defective, or becomes defective, the warranty does not cover any resulting death or deterioration of any living thing placed inside the SmartTerra because of improper function. It is the owner’s responsibility to ensure the inhabitants needs are otherwise met.

Warranty Claim Fulfillment

Warranty claim fulfillment involves replacement of defective components “Parts Only” as determined by the sole discretion of Chalard if the claim qualifies to be covered under the warranty, provided that the warranty claim is made within the warranty period.  This limited warranty does not cover any labor required to remove or replace defective parts. In addition, Chalard does not cover lost wages, wages of employees or any other form of labor or compensation regarding but not limited to the shipping, collection, information gathering, service repair or SmartTerra setup.

If at some time in the future you have cause to submit a claim under this warranty, you will need to provide proof and date of purchase. Please ensure you retain your receipt for this purpose.  Original Proof of purchase showing the original owner must be provided for a warranty claim to be validated.  In the case of an RMA, Chalard requires you to make a formal declaration by way of printing this Warranty, initial each page, and in legible handwriting at the bottom of the last page, indicate “I, *YOUR NAME*, hereby acknowledge that I have read and accept the terms and conditions of this limited 1 year warranty.”  In addition, Provide your full signature on the last page, write your RMA number on each page and send the completed document to support@chalardus.com

ADDITIONAL WARRANTY TERMS

WARRANTY TERM, additional CONDITIONS and TERMINATION

In order for your Limited 1 year warranty period to begin, the following two conditions must both be met:

1. Payment for the SmartTerra and any related shipping, handling or related charges must be received in full by Chalard or its authorized distributors or retailers.

2. Your SmartTerra must have been received by yourself in good condition with no apparent damage from shipping.

Please note that SmartTerra warranty service will not be provided in situations where there is a payment dispute or claim, and warranty will be considered in force only once any and all claims or disputes over payment amounts or any payment amounts withheld by the customer and/or third party payment processors are released in full to Chalard.  In the case of financing, your payments must be up to date and your account in good standing in order for the warranty to be considered in force and warranty service to be provided.

Termination of warranty occurs at the 1 year anniversary of the first two conditions being met, provided that an extended warranty term has not been purchased.

Shipping & Handling

The Warranty does not cover shipping and handling charges for replacement parts, and these charges must be paid to the Chalard Paypal account prior to any warranty or RMA items being shipped.  Contact support@chalard.com to obtain a shipping quote and payment information. If either your RMA or parts shipment is damaged by the carrier, Chalard may authorize a replacement to be sent. However all shipping costs incurred to re-ship parts or replacement SmartTerra units remain the sole responsibility of the Buyer. Chalard is not responsible for misdirected shipments, shipping damage or shipments refused/rejected by the buyer. If shipping damage has occurred to either your SmartTerra or warranty parts, you are required to submit a claim for damages with the shipper. Chalard does not cover damage caused by shipping, and any such damage must be settled with the shipping company. It is the customer’s responsibility to request and pay for shipping insurance. If the shipping company refuses to honor a shipping claim, Chalard may, at its sole discretion, offer to honor warranty replacement according to our standard warranty policy, but in no case will Chalard accept responsibility for physically damaged acrylic tanks.

Is the warranty transferable?

SmartTerra warranties are only valid for the original purchaser of the product and are non-transferable. An original sales receipt or a valid copy of the receipt is required to establish the purchase date and the original purchaser. 

What is my warranty duration for a purchased spare part?

The warranty duration for spare parts purchased or supplied by Chalard is 30 days.

What is an RMA?

Return Merchandize Authorization (Replacement).  All valid RMA’s will be assigned an authorization number by Chalard Systems Inc.

Will the replacement product be the same as the defective product?

Chalard will replace a defective product at its sole discretion and under very limited cases and/or exceptional circumstances with a new product or with a refurbished product of an equivalent or better functionality. Please note this option may only be authorized after conventional warranty “parts only” replacement has been deemed ineffective by Chalard at its sole discretion.

If I am authorized to receive an RMA, what do I do with my old SmartTerra and is the old one still covered under warranty?

If you are authorized by Chalard to receive an RMA, it is your choice what to do with your old Smartterra but please do not send it back to the retailer (unless they authorize it) or back to us.  Chalard will not cover any costs associated with the shipping or disposal.  If you choose to continue to use the old Smartterra, please note that it will NOT be covered under warranty.

What is the warranty for the replacement product?

A replacement product (RMA) is warranted for the remainder of the original product’s warranty period or thirty (30) days, whichever is longer.

FOR AUTHORIZED SUPPORT:

If you have any queries or comments about the operation of this product, please let us try to help you before you return the product to your retailer. Most queries can be handled by visiting our troubleshooting page at https://chalardus.freshdesk.com/support/home or viewing one of our videos at www.youtube.com/smartterra. If you contact us, please send all relevant information such as model, serial number, age of product, details of set-up, as well as the nature of the problem and photos of the problem part.

Emails are generally answered within 7 days, we aim to respond sooner depending on the urgency of the request.

Chalard LLC wishes you many hours of enjoyment with your Smartterra.

Please email support@chalardus.com or for all warranty-related questions and claims.

CHALARD LLC