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.

Effective date: October 31, 2026. Applies to purchases made on or after the effective date. Purchases made before October 31, 2026 are governed by the version of this policy in effect at the time of purchase, which you can view here.

Definition of “Near Mint Condition Refurbished”

All MARK37 Ghost products are near 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.

Limited Warranty

LIMITED WARRANTY. This is a limited warranty provided by MARK37 to the original purchaser and to transferees during the one-year warranty period. It covers the defects described under “Warranty Coverage” and provides the remedies described under “Remedies Available.”

THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM STATE TO STATE.

ANY IMPLIED WARRANTIES ARISING UNDER STATE LAW, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, ARE LIMITED IN DURATION TO THE ONE-YEAR WARRANTY PERIOD. Some states do not allow limitations on how long an implied warranty lasts, so this limitation may not apply to you. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the exclusion in the Limitation of Liability section may not apply to you.

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, and Misuse: Defects caused by accidents (such as drops or liquid spills), physical damage, abuse, misuse, or exposure to extreme conditions, as described under “Conditions That Limit or Void the Warranty.” Unrelated defects remain covered.
• Unauthorized Modifications: Issues caused or aggravated by unauthorized modifications, tampering, or repairs not performed by MARK37, as described under “Conditions That Limit or Void the Warranty”
• Normal Wear and Tear: Cosmetic deterioration such as scratches on the case or screen that do not affect functionality
• 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
• Shipping Costs: Original shipping charges paid at time of purchase are excluded from refunds except as described under “Shipping Costs.” Shipping related to valid warranty claims is addressed in the Warranty Service Process.

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

• Replacement: We will replace your device with the same model (refurbished) when available. If the same model is not available, you may choose either (a) a refund as described below, or (b) a store credit equal to your original purchase price toward a replacement device of your choosing. Store credits do not expire and are not subject to fees. Any difference in price between your credit and the replacement device is the customer’s responsibility. MARK37 is not obligated to replace your device with a model of greater value than what you originally paid.
• Refund: In cases where replacement is not possible or you elect a refund under the Replacement remedy, we will issue a refund equal to the original purchase price of the device, plus applicable sales tax collected, via the original payment method. Shipping charges are addressed under “Shipping Costs” in the Return Policy.

Warranty Service Process

1. Initial Diagnosis: Contact our support team for troubleshooting assistance
2. Service Authorization: Obtain a service authorization number from our support team
3. 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)
4. Replacement Timeline: Standard replacement service typically takes 5-10 business days from receipt of your device.
5. Return Shipping: MARK37 covers shipping of the replacement device for valid warranty claims

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 service 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 Limit or Void the Warranty

• Physical Damage and Misuse: Warranty coverage does not extend to defects caused or contributed to by physical damage, abuse, or misuse beyond normal wear and tear, such as cracked or shattered screens, dents, bent frames, or liquid damage. Physical damage to one component does not affect coverage for unrelated defects (for example, a cracked screen does not affect coverage of a battery or connectivity defect). Components that are missing because of the reported defect are evaluated as part of the claim. Normal cosmetic wear such as minor surface scratches that do not affect functionality does not disqualify a warranty claim. MARK37 will explain the basis for any denial in writing on request.
• Tampering: Evidence of internal tampering, missing screws, or broken tamper seals is reviewed as described under Unauthorized Repairs
• Unauthorized Repairs: Repair or modification of the device by anyone other than MARK37 voids warranty coverage for the components affected and for any defect caused or aggravated by that repair or modification. This includes third-party repair shops, local technicians, and self-repair attempts. Replacing or upgrading user-serviceable parts (for example, RAM, storage, or a battery designed to be user-accessible) does not by itself void the warranty, provided the work does not damage the device. If evidence of unauthorized opening is found during inspection (missing screws, broken tamper seals, disturbed components), MARK37 will evaluate whether the reported defect is related to that work. Coverage is denied for defects caused or aggravated by it, and MARK37 will provide its inspection findings on request.
• Non-Compliance with Instructions: Failure to follow the getting started guides, usage and maintenance instructions provided by MARK37, where the failure caused or contributed to the reported defect
• Software Tampering: Unauthorized changes to the operating system or security configurations, where the change caused or contributed to the reported defect
• 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 delivery (as confirmed by the carrier) 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 for any reason (subject to $75 restocking fee for non-defective returns)

After 90 days from delivery, returns under this Return Policy are no longer accepted. Defects covered by the Limited Warranty may still be submitted for warranty service during the one-year warranty period, as described under Warranty Fulfillment.

Restocking Fee

The details re: why we charge a restocking fee can be found in the link HERE.

This $75 restocking fee applies in the following situations:

• Returns of non-defective devices within the 90-day return window
• Returns with missing accessories or packaging

The restocking fee is waived in the following situations:

• Returns of devices that are defective (as confirmed on inspection), damaged on arrival, or incorrect or incomplete because of a MARK37 error.

If a device is returned within the 90-day return window as defective and inspection determines that no defect exists, the $75 restocking fee applies and the customer is responsible for shipping costs as described under “Shipping Costs.” MARK37 will provide its inspection findings on request, and you may ask support to re-evaluate the result within 14 days.

Fee Treatment for Warranty-Service Claims (No Defect Found)

The $75 restocking fee applies to returns under the Return Policy. This section states what applies when a device is submitted for warranty service and inspection finds no defect.

The $75 restocking fee applies to returns under the Return Policy only and does not apply to warranty-service claims. If inspection of a device submitted for warranty service finds no defect, the device is returned to you and you are responsible for the cost of shipping to MARK37 and back to you, as described under “Shipping Costs.” MARK37 will provide its inspection findings on request.

Shipping Costs

Original shipping charges are non-refundable, except where the return or claim results from MARK37’s error, damage in shipping, a missing or incorrect item, non-delivery, cancellation of the order before shipment, or a confirmed defect. For returns of non-defective devices, return shipping is the customer’s responsibility. For warranty claims and for returns of devices reported as defective, damaged on arrival or incorrect, MARK37 provides a prepaid shipping label. If inspection determines that a device is not defective, the customer is responsible for the cost of shipping the device to MARK37 and back to the customer. Refunds will reflect the original purchase price of the device plus applicable sales tax, minus any applicable restocking fee and any original shipping charge that is non-refundable under this section.

Return Process

1. Contact Us: Reach out to [email protected] to initiate the return process
2. Return Authorization: Obtain a return authorization number and shipping instructions
3. Include Accessories: Return all accessories received with the device, such as chargers and cables
4. Shipping: Use the provided shipping method (MARK37 provides a pre-paid shipping label for items reported as defective, damaged on arrival or incorrect)
5. 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

International Returns (Outside North America)

The 90-day return window, eligibility, and restocking fee terms above also apply to customers outside North America. The following terms apply in place of the prepaid shipping label and refund timeline provisions above:

• 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

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.

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. The exclusion of consequential damages in this section does not apply to personal injury caused by consumer goods, or where state law does not permit the exclusion or limitation of incidental or consequential damages.

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 on or after the effective date of the policy update.

Contact Information

• Email: [email protected]
• 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.

Warranty Service 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 replacement take?
A: Most replacements are completed within 5-10 business days after we receive your device. Shipping time varies by location.

Q: Will my data be preserved during warranty service?
A: Warranty service now involves replacing the device, so data is not transferred to your replacement. Please back up your data before sending your device.

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.