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Warranty

Warranty & Returns

At Human-I-T, we believe access to technology should come with trust and support. When something goes wrong, our goal is to make getting help clear, fair, and straightforward—with no surprises.
This page explains how our warranty and returns work, what’s covered, and what to expect if you ever need support.

Our 1-Year Hardware Warranty

Every eligible device includes a 1-Year Hardware Warranty, starting on the date your order arrives.

Unlimited Warranty on Rental Hotspots

Rental hotspots are covered by an unlimited hardware warranty that remains in effect for the entire duration of your rental, provided your account remains in good standing and your monthly rental fee is paid. If your device fails due to a hardware defect at any time during your rental, we’ll repair or replace it at no cost to you. This warranty applies exclusively to rental hotspots; purchased hotspots and other devices are covered under the standard 1-Year Hardware Warranty described above.

What’s Covered

We cover hardware defects that cause a device to malfunction under normal use, including:

  • Internal hardware failures
  • Issues related to workmanship or materials

If your device qualifies, we’ll repair it or replace it with the same model or one with similar or better performance—at no cost to you.

What’s Not Covered

The warranty does not cover damage caused by:

  • Accidents, drops, spills, or other physical damage
  • Misuse, neglect, or improper handling
  • Unauthorized repairs or modifications
  • Normal wear and tear
  • External causes beyond our reasonable control

Important: If physical or accidental damage is found during inspection, the device may not be eligible for warranty replacement—even if the original issue reported was different.

How Warranty Claims Work

If you’re having trouble with your device:

  • Email support@human-i-t.org
  • Use “WARRANTY” in the subject line
  • Include your order number and a short description of the issue

We start with remote troubleshooting, which often resolves issues quickly. For organizations with 3 or more faulty devices, we expedite the process by skipping phone troubleshooting and sending prepaid labels immediately. If the issue can’t be fixed remotely, we’ll authorize a return so the device can be inspected. You have 10 days from receiving the prepaid label to ship your device; if it is not shipped within 10 days, your ticket will be closed and a new warranty claim will be needed.

Inspection & Determination

Once your device is returned:

  • Our team inspects and documents its condition
  • Warranty eligibility is confirmed based on the actual device condition
  • You receive a clear explanation of the outcome and next steps

Once a resolution is provided, we hold your device for 14 days. If we don’t hear from you within that period, the device will be recycled.

We aim to be transparent, timely, and easy to work with throughout the process.

If a Device Isn’t Covered by Warranty

If your device isn’t eligible for warranty replacement, you’ll be offered three clear options:

  • Buy a replacement device at our Gold Member rate
  • Donate the device to Human-I-T so it can be recycled responsibly
  • Have the original device returned to you at no charge (we cover return shipping)

You choose the option that works best for you.

Response Timeline

If your device isn’t eligible for warranty replacement:

  • You have 14 days from the determination notice to let us know your choice
  • If we don’t hear from you within 14 days, the device will be responsibly recycled
  • No payment, credit, or reimbursement is issued for devices recycled after no response

Shipping Costs

We keep this simple:

  • Human-I-T covers return shipping for all warranty and non-warranty returns
  • There’s no cost to you to have your device sent back

60-Day Return Policy

In addition to our warranty, we offer a 60-Day Return Policy for eligible purchases.

  • Returns must be requested within 60 days of order placement
  • Devices must be received in working condition
  • Devices returned with damage may qualify for a partial refund, based on condition

Hotspot returns follow additional plan-specific terms — see the Returns page for purchase vs. rental details, data-usage thresholds, and missing-component fees. To start a return, email support@human-i-t.org with your order number, and we’ll guide you through the next steps.

Our Commitment

We’re here to support you—not just sell you a device. Even when a warranty replacement isn’t possible, we’re committed to:

  • Clear communication
  • Fair, reasonable options
  • Respectful and timely support

If you have questions at any point, our team is ready to help.