MARK37 Ghost Product Warranty and Return Policy
At MARK37, we pride ourselves on providing high-quality, privacy-focused devices. Our Ghost products (Ghost Phone, Ghost Tablet & Ghost Laptop) are designed to deliver top-tier performance without compromising your digital security. This document outlines our comprehensive warranty and return policy.
Definition of “Mint Condition Refurbished”
All MARK37 Ghost products are mint condition refurbished devices that have undergone a rigorous inspection and preparation process:
- Cosmetic Standard: Devices may have minimal cosmetic imperfections not visible from arm’s length (approximately 2-3 feet away)
- Battery Health: Ghost Phones and Tablets ship with batteries at 90% or greater original capacity; Ghost Laptops ship with batteries at 90% or greater original capacity
- Performance Testing: All devices undergo comprehensive functionality testing including connectivity, sensors, cameras, audio, and display quality
- Privacy Verification: Each device is fully wiped and inspected to ensure no prior user data remains
- Software Installation: Clean installation of privacy-focused operating systems (GrapheneOS for Phones/Tablets, ZorinOS for Laptops)
Warranty Coverage
Coverage Period
Your MARK37 Ghost product comes with a standard one-year warranty from the date of purchase. This warranty covers manufacturing defects and ensures that your device functions as intended.
Product-Specific Coverage
Ghost Phone & Ghost Tablet (Pixel Devices with GrapheneOS)
- Hardware components including display, camera, speakers, microphone, buttons, and cellular/WiFi/Bluetooth connectivity
- Pre-installed GrapheneOS operating system functionality
- Battery performance (guaranteed to maintain at least 75% of the capacity at time of purchase for the warranty period)
Ghost Laptop (Lenovo/HP with ZorinOS)
- Hardware components including display, keyboard, trackpad, ports, speakers, microphone, and connectivity
- Pre-installed ZorinOS and ZorinOS Pro operating system functionality
- Battery performance (guaranteed to maintain at least 75% of the capacity at time of purchase for the warranty period)
What’s Covered
- Hardware Defects: Any malfunctions or defects in the hardware components of your device
- Software Issues: Problems arising from the pre-installed operating systems (GrapheneOS or ZorinOS)
- Core Privacy App Functionality: Issues with the core functionality of pre-installed privacy applications
- Battery Degradation: Battery degradation beyond the specified thresholds mentioned above
What’s Excluded
- Accidental Damage: Physical damage due to drops, liquid spills, or other accidents
- Unauthorized Modifications: Any issues arising from unauthorized modifications, tampering, or repairs not performed by MARK37
- Normal Wear and Tear: Cosmetic deterioration such as scratches on the case or screen that do not affect functionality
- Misuse: Damage caused by misuse, abuse, or exposure to extreme conditions
- Data Loss: We are not responsible for any loss of data. It is essential to regularly back up your data
- User-Installed Applications: Issues caused by applications installed by the user after purchase
- Software Modifications: Problems arising from modifications to the operating system made by the user
- Incompatible Accessories: Damage caused by using incompatible accessories not provided by MARK37
Software Support Policy
GrapheneOS (Ghost Phone & Tablet)
- Major OS version updates dependent on device support timeline by GrapheneOS project — For a helpful guide to understanding OEM support for GrapheneOS read our post here https://mark37.com/oem-support-for-grapheneos-ghost-phones/
- Pre-installed applications must be manually updated through F-Droid or Aurora Store
ZorinOS (Ghost Laptop)
- Major OS version updates dependent on ZorinOS support timeline
- Pre-installed applications will receive updates through standard Linux repositories
Pre-installed Application Support
- MARK37 will maintain and update the list of recommended pre-installed applications which can be found here https://mark37.com/ghost-phone-apps/
- Should a pre-installed application be discovered to have security vulnerabilities, MARK37 will provide guidance on mitigation or replacement
- MARK37 is not responsible for third-party application functionality changes or discontinuation
Warranty Fulfillment
Responsibility
MARK37 is responsible for fulfilling the warranty for all Ghost products. As we are not the original manufacturer, our warranty covers the refurbished condition of the devices and the integrity of our installation processes.
Remedies Available
- Repair: We will repair any defects covered under the warranty at no cost to you
- Replacement: If repair is not feasible, we will replace your device with a similar refurbished model of equal or greater value
- Refund: In cases where repair or replacement is not possible, we will issue a refund based on the original payment method
Warranty Service Process
- Initial Diagnosis: Contact our support team for troubleshooting assistance
- Service Authorization: Obtain a service authorization number from our support team
- Shipping: Send your device to our service center (shipping paid by MARK37 for valid warranty claims via a pre-paid shipping label sent to customer)
- Repair Timeline: Standard repair service typically takes 5-10 business days from receipt
- Return Shipping: MARK37 covers return shipping costs for valid warranty repairs
Privacy Protection During Service
At MARK37, we understand that privacy is your primary concern when sending your device for service:
- All devices received for service are handled in a secure, monitored environment
- No attempt is made to access user data during the repair process
- Devices are not connected to the internet except for testing purposes
- If factory reset is required, you will be notified in advance
- All staff members handling devices have signed confidentiality agreements
Conditions That May Void the Warranty
- Physical Damage: Any signs of physical damage, such as cracks, dents, or water damage
- Tampering: Evidence of internal tampering, missing screws, or broken tamper seals
- Unauthorized Repairs: Repairs or modifications performed by unauthorized personnel
- Non-Compliance with Instructions: Failure to follow the getting started guides, usage and maintenance instructions provided by MARK37
- Software Tampering: Unauthorized changes to the operating system or security configurations
- Serial Number Alteration: Removal, defacement, or alteration of the serial number
Return Policy
Satisfaction Guarantee
We stand behind our products and want you to be completely satisfied with your purchase. If you’re not satisfied for any reason, you can return your device under the following conditions.
Refund or Replacement Eligibility
You can return your device for a refund or replacement within 90 days of receipt if:
- The device is defective
- The device is damaged upon arrival
- There are missing items in your order
- You are not satisfied with the device’s performance
- The device does not meet your privacy needs
Restocking Fee
A $75 restocking fee applies in the following situations:
- Returns of non-defective devices after 30 days but before 90 days
- Returns with missing accessories or packaging
The restocking fee is waived in the following situations:
- Returns of defective devices
- Returns within 30 days of receipt
- Returns with all original accessories and packaging in good condition
Return Process
- Contact Us: Reach out to support@mark37.com to initiate the return process
- Return Authorization: Obtain a return authorization number and shipping instructions
- Include Accessories: Return all accessories received with the device, such as chargers and cables
- Shipping: Use the provided shipping method (MARK37 provides a pre-paid shipping label for defective items)
- Refund Processing: Once we receive and inspect the device, we will initiate a refund via the original payment method
Refund Timeline
- E-commerce returns: 5-10 business days after inspection
- Credit card refunds: May take an additional 2-5 business days to appear on your statement
- Other payment methods: Please contact customer service for specific timelines
Exclusions
- Physical Damage: Devices showing signs of physical damage or moisture exposure not present at delivery
- Non-Ecommerce Purchases: Purchases made through resellers or dealers are subject to their return policies
- “As Is” Items: Any items listed as “on sale” or “as is” have limited or no return eligibility
International Orders
Warranty Service Limitations
- Geographical Restrictions: Warranty service is only available for customers in the United States, Canada, and Mexico.
- International Purchases: While we do sell our products internationally, warranty service for devices shipped outside of North America is not available due to shipping costs and customs complications.
- Alternative Options: For customers outside North America experiencing issues with their devices, we offer remote troubleshooting support via email and video conferencing.
International Returns
- International returns from customers outside North America are accepted within 90 days of receipt
- Customer is responsible for return shipping costs, customs fees, and duties
- Return authorization is required before shipping
- Refunds will be issued in the original payment currency
- Processing may take up to 21 days after receipt of the returned product
Limitation of Liability
In no event shall MARK37’s total cumulative liability arising from the sale, use, and disposition of the product exceed the amount of actual direct damages, up to a maximum of the price paid for the product that is the subject of the claim. MARK37 shall not be liable for any punitive, incidental, indirect, consequential, or special damages, including loss of profits.
Policy Updates
MARK37 reserves the right to make adjustments and/or changes to this warranty and return policy from time to time. Any changes will be applied to purchases made after the date of the policy update.
Contact Information
- Email: support@mark37.com
- Website: mark37.com
- Support Hours: Monday-Friday, 9am-5pm Eastern Standard Time
- Additional Support Options: https://mark37.com/ghost-phone-guide/#14_Support_Training_Options
Thank you for choosing MARK37 for your digital privacy needs. We are committed to providing you with the best products and support to ensure your satisfaction with our privacy-focused solutions.
Frequently Asked Questions
General Warranty Questions
Q: How do I know if my issue is covered under warranty?
A: Contact our support team with a detailed description of the issue. Our technicians will help determine if your issue falls under warranty coverage.
Q: Can I transfer my warranty to someone else if I sell my device?
A: Yes, the warranty stays with the device for the remainder of the original warranty period. The new owner should contact us to update the ownership information.
Q: What if I purchased my device from a reseller?
A: Devices purchased from authorized resellers carry the same warranty. You’ll need to provide proof of purchase showing the purchase date.
Repair Process
Q: What information do I need when contacting support for a warranty claim?
A: Please have your order number, device serial number, and a detailed description of the issue ready.
Q: How long does a typical warranty repair take?
A: Most repairs are completed within 5-10 business days after we receive your device. Shipping time varies by location.
Q: Will my data be preserved during repair?
A: We recommend backing up your data before sending your device for repair. While we make every effort to preserve data, some repairs may require a factory reset.
Software and Privacy
Q: What happens if GrapheneOS or ZorinOS releases a major update?
A: MARK37 will evaluate major OS updates for compatibility and security before recommending updates to customers.
Q: How do I know if my pre-installed apps are still secure?
A: MARK37 maintains a current list of recommended apps on our website. We also send security bulletins to customers when significant issues are discovered.
Q: What should I do if I suspect a privacy breach on my device?
A: Contact our support team immediately. We can provide guidance on secure device reset procedures and investigation of potential privacy concerns.
Battery and Performance
Q: How can I maximize my battery health?
A: Avoid extreme temperatures, try to keep battery levels between 20% and 80% when possible, and use the original charger or a high-quality alternative.
Q: What if my battery degrades faster than the warranty coverage states?
A: Contact our support team with details of your battery performance issues. We can run remote diagnostics or arrange for battery testing.
Q: Is there a way to check my current battery health?
A: Yes, we can provide instructions for checking battery health on your specific device model.