Effective Date: 8/27/25

This Limited Warranty applies to physical goods, and only for physical goods, purchased from Family Frame (the "Physical Goods").

1. What Does This Warranty Cover?

Family Frame warrants that the hardware components of the Physical Goods will be free from defects in material and workmanship under normal use for a period of two (2) years from the date of delivery (the "Warranty Period").

During the Warranty Period, Family Frame will replace, at no charge, products or parts of a product that proves defective because of improper material or workmanship, under normal use and maintenance.

2. Software Coverage & Limitations

Your Family Frame relies on software provided by a third-party partner (Uhale). Our warranty regarding software is limited to the following:

• Functionality: We warrant that the software will be functional and allow the device to operate as intended at the time of purchase.
• Support Life: We guarantee software support and functionality for the duration of the 2-Year Warranty Period.
• Troubleshooting Requirement: All software-related warranty claims require the customer to complete a mandatory troubleshooting session with Family Frame support. If the issue is determined to be a result of the customer’s network (WiFi), mobile device incompatibility, or internet service provider, the warranty claim will be denied.

Disclaimer: Family Frame does not warrant that the operation of the software will be uninterrupted or error-free. We are not liable for feature removals, interface changes, or service interruptions caused by the third-party software provider that do not render the device completely unusable.

3. What Does This Warranty NOT Cover?

This Limited Warranty does not cover any problem that is caused by:

• Accidental Damage: Conditions, malfunctions, or damage not resulting from defects in material or workmanship. This includes, but is not limited to: dropping the frame, cracked screens, water/liquid damage, and broken ports due to aggressive handling.
• Misuse: Damage caused by using the frame outside of the published user manual guidelines (e.g., using an incorrect power adapter).
• Change of Mind / Buyer’s Remorse: Returns requested simply because you changed your mind, no longer need the item, or ordered by mistake. We do not offer returns or refunds for buyer's remorse; returns are only accepted for hardware defects or operational failures as outlined in this policy.
• Unauthorized Modifications: Any damage resulting from attempts to open, repair, or modify the hardware or software by anyone other than Family Frame.
• Cosmetic Damage: Scratches, dents, and broken plastic on ports that occur after delivery.
• Third-Party Business Model Changes: This warranty covers hardware defects and software functionality (bugs/crashes). It does not cover changes to the third-party software provider’s business model, such as the introduction of subscription fees, paywalls for previously free features, or the removal of free cloud storage tiers.

4. Your Remedy (Replacements)

If a defect arises and a valid claim is received within the Warranty Period, Family Frame will, at its option, exchange the product with a new or refurbished product that is functionally equivalent to the original product.

• No Refunds: No cash refunds will be issued. The sole remedy under this warranty is a replacement unit.
• Warranty on Replacement: A replacement Physical Good assumes the remaining warranty of the original Physical Good or ninety (90) days from the date of replacement or repair, whichever is longer.

5. Data Privacy & Responsibility

Family Frame is not responsible for any data, images, or personal information left on a device returned for warranty service.

• Customer Responsibility: It is the customer’s sole responsibility to Factory Reset the device and wipe all personal data before returning the device.
• Data Loss: You acknowledge that any data on the returned device may be irretrievable. Family Frame is not liable for the loss of any photos or data during the replacement process.

6. Limitation of Liability

PLEASE READ CAREFULLY: TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, FAMILY FRAME SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS OR REVENUES, WHETHER INCURRED DIRECTLY OR INDIRECTLY, OR ANY LOSS OF DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES, RESULTING FROM (i) YOUR ACCESS TO OR USE OF OR INABILITY TO ACCESS OR USE THE PRODUCT; (ii) ANY CONDUCT OR CONTENT OF ANY THIRD PARTY INCLUDING THE SOFTWARE PROVIDER.

IN NO EVENT SHALL FAMILY FRAME’S AGGREGATE LIABILITY FOR ALL CLAIMS RELATING TO THE PRODUCT EXCEED THE AMOUNT YOU PAID FOR THE PRODUCT.

7. How to Obtain Warranty Service

To obtain warranty service, you must first contact us at support@familyframe.co to determine the problem and find the most appropriate solution.

1. Provide your Order Number.
2. Provide photos or video evidence of the defect.
3. Complete the required troubleshooting steps.
4. If approved, ship the device in its original box and packaging (or packaging providing equal protection) using the provided prepaid label.