Warranty Terms

MERCUSYS Philippines Limited Replacement Warranty and RMA Policy

Thank you for choosing MERCUSYS.

This Limited Replacement Warranty and RMA Policy (the “Warranty Policy”) explains the warranty coverage, exclusions, replacement procedures, and available support for eligible MERCUSYS products purchased in the Republic of the Philippines.

Under this Warranty Policy, MERCUSYS Philippines does not provide component-level product repair. Products confirmed to have an eligible warranty defect will be processed for replacement, subject to the terms and conditions below.

1. Consumer Rights

This Limited Replacement Warranty is provided in addition to the rights and remedies available to consumers under Republic Act No. 7394, otherwise known as the Consumer Act of the Philippines, Republic Act No. 11967 or the Internet Transactions Act, the Civil Code of the Philippines, and other applicable laws.

Nothing in this policy is intended to exclude, restrict, waive, or reduce any consumer right or remedy that cannot legally be excluded or limited.

While MERCUSYS operates a replacement-only manufacturer warranty program, consumers may still exercise other remedies available under applicable Philippine law when a defect or product imperfection is not properly resolved.

2. Products Covered

This Limited Replacement Warranty applies to genuine MERCUSYS products that:

1. Were purchased in the Philippines from a MERCUSYS official store, authorized distributor, retailer, reseller, or authorized online merchant;
2. Are intended for sale and use in the Philippine market;
3. Are within the applicable warranty period;
4. Have an intact and verifiable serial number or product identification label; and
5. Have a confirmed defect in materials, workmanship, or manufacturing under normal and intended use.

Products purchased outside authorized Philippine distribution channels may not qualify for MERCUSYS Philippines’ voluntary manufacturer warranty.

This does not remove any rights or remedies that the consumer may have against the immediate seller, online merchant, or other responsible supplier under applicable law.

If an otherwise genuine product that is purchased from authorized Philippine distribution channels should bear a serial number that is not duly registered with MERCUSYS, warranty coverage under this Warranty Policy shall nevertheless be provided but the consumer shall reasonably cooperate in any investigation to be undertaken by MERCUSYS in this regard.        

 

3. Warranty Period

The warranty period begins on the original date of purchase or delivery shown on the consumer’s valid proof of purchase.

The applicable warranty period depends on the product category and covered component.

 

Warranty Period Table

Product Category	Products Covered	Warranty Period
Halo Mesh Wi-Fi	Halo whole-home mesh systems	36 Months
Wi-Fi Routers	Wireless and gaming routers	36 Months
5G/4G Wi-Fi Routers	Fixed cellular routers	36 Months
Mobile Wi-Fi	MiFi and portable cellular devices	36 Months
Range Extenders	Wireless range extenders	36 Months
Wireless Adapters	USB and PCIe wireless adapters	36 Months
Plastic Chassis Switches	Desktop Switches with Plastic Chassis	36 Months
Metal Chassis Switches	Switches with Metal Chassis	60 Month
Smart Cameras	Indoor, outdoor, and battery cameras	36 Months
Video Doorbells	Wired and battery doorbells	36 Months

 

Where the product packaging, official product page, sales invoice, or written commercial agreement states a different warranty period, the applicable written warranty period will govern, provided that it does not reduce any mandatory consumer right.

4. Warranty Coverage

MERCUSYS warrants that eligible products will be free from established defects in materials and workmanship during the applicable warranty period when the product is:

• Used normally and for its intended purpose;
• Installed, configured, and operated according to official MERCUSYS instructions;
• Used with compatible equipment and an appropriate power source; and
• Operated within the technical and environmental specifications stated in the product documentation.

Warranty coverage applies only to defects confirmed through MERCUSYS’ technical troubleshooting, inspection, or product-evaluation process.

Technical support activities such as troubleshooting, testing, firmware updating, firmware recovery, configuration assistance, factory resetting, and product inspection are not considered product repair.

5. Replacement-Only Warranty Service

MERCUSYS Philippines does not perform:

• Component-level repair;
• Board-level repair;
• Soldering;
• Internal component replacement;
• Replacement of individual integrated circuits;
• Reconstruction of damaged circuit boards; or
• Other internal hardware-repair work.

When an eligible product is confirmed to have a covered warranty defect, MERCUSYS will process the defective product or covered component for replacement.

Depending on the product and confirmed defect, the replacement may cover:

• The complete main device;
• The defective unit within a multi-unit package;
• The complete Halo or powerline kit when required for compatibility;
• The external power adapter;
• The removable battery;
• An included accessory with separate warranty coverage; or
• Another covered item identified in the Warranty Period Table.

MERCUSYS may perform reasonable troubleshooting, testing, configuration, firmware recovery, updating, resetting, or inspection before approving a replacement.

A product will not qualify for replacement when evaluation confirms that:

• The product is operating according to its specifications;
• The reported issue is caused by configuration or improper installation;
• The issue is caused by the internet service provider, mobile operator, network environment, or third-party service;
• The issue is caused by incompatible or defective third-party equipment;
• The reported condition is excluded from warranty coverage; or
• No product defect can be established.

6. Replacement Product

For an approved warranty claim, MERCUSYS will normally provide a replacement of the same model.

The replacement product must be:

• Complete for its intended use;
• Fully functional;
• Safe to operate;
• Free from the confirmed defect; and
• In a state of use consistent with the condition of the product when originally purchased.

A product originally purchased as brand-new should generally be replaced with a product in a corresponding state of use.

7. Replacement When the Same Model Is Unavailable

If the same model is discontinued, end-of-life, unavailable, or out of stock, MERCUSYS may offer another model with comparable or better essential functionality.

When a different model is proposed:

• Material differences in specifications, features, compatibility, or performance will be disclosed;
• The replacement should be suitable for the original product’s intended purpose;
• A lower-value replacement should include an appropriate reimbursement or price adjustment;
• A higher-value replacement will not require additional payment unless the consumer voluntarily agrees to an upgrade; and
• The consumer will not be required to accept a materially unsuitable replacement.

If Philippine consumer law so allows, MERCUSYS may supply a different kind, brand, or model when replacement with the same product is not possible, subject to an appropriate payment or reimbursement of any price difference.

If replacement cannot reasonably be completed, the consumer may pursue the remedies available under applicable Philippine law, including reimbursement or proportionate price reduction where applicable.

Any refund or price adjustment may be coordinated with the immediate seller, distributor, online merchant, or other responsible supplier, depending on the original transaction.

8. Warranty of the Replacement Product

Unless otherwise required by applicable law or expressly stated in writing, the replacement product will remain covered by warranty but only for the unexpired portion of the original product’s warranty period.

Receiving a replacement product shall not automatically restart or extend the original warranty period.

MERCUSYS or its authorized processing partner will record the replacement product’s serial number and associate it with the original purchase and warranty claim.

The consumer should retain:

• The original proof of purchase;
• The warranty or RMA case number;
• The product-turnover acknowledgement;
• The replacement release or delivery record; and
• Any email confirming the replacement.

9. Proof of Purchase

To submit a warranty claim, the consumer should provide the product together with either:

• Valid proof of purchase.

Acceptable proof of purchase may include:

• Official receipt;
• Sales invoice;
• Electronic invoice;
• Verifiable online order record;
• Delivery receipt identifying the product and transaction;
• Seller-issued proof of purchase; or
• Other reasonable documentation verifying the transaction.

The proof of purchase should identify, where available:

• Product model;
• Purchase or delivery date;
• Seller;
• Transaction or invoice number; and
• Amount paid.

When the original proof of purchase is unavailable, MERCUSYS may review other available information, including:

• Authorized seller or distributor records;
• Online order history;
• Product registration records;
• Serial number;
• Manufacturing date; or
• Other reasonable evidence of purchase.

If the manufacturing date or serial number is used to estimate warranty coverage, the estimated commencement date should be communicated to the consumer.

10. Conditions Not Covered

This Warranty Policy shall not cover a defect or damage to the extent that it was caused by:

• Normal wear and tear;
• Normal battery-capacity reduction over time;
• Accident, misuse, abuse, negligence, or improper storage;
• Installation, configuration, operation, or maintenance contrary to official instructions;
• Improper voltage, electrical surge, unstable power supply, defective wiring, or unsuitable power equipment;
• Lightning, fire, flooding, liquid exposure, corrosion, pests, extreme temperature, natural disaster, or another external cause;
• Unauthorized disassembly, opening, alteration, modification, or repair;
• Service performed by an unauthorized repair provider;
• Use of modified, unofficial, or unauthorized firmware;
• Viruses, malware, or third-party software that caused or contributed to the issue;
• Use outside the product’s stated operating or environmental specifications;
• Damage caused by incompatible or defective third-party equipment, accessories, chargers, cables, antennas, or power supplies;
• Transportation damage caused by inadequate packaging provided by the sender;
• Removal, alteration, destruction, mutilation, or tampering of the serial number, barcode, or product label;
• Loss of data, recordings, settings, subscriptions, licenses, or third-party services; or
• Any condition unrelated to an established defect in materials, workmanship, or manufacturing.

A claim should not be denied solely because the product:

• Has minor cosmetic damage that does not affect operation;
• Was connected to third-party equipment; or
• Contains third-party software.

The claim may be denied when MERCUSYS reasonably determines that the condition, equipment, or software caused or materially contributed to the reported defect.

 

11. Change-of-Mind Returns

This warranty does not cover change-of-mind returns when the product has no defect and conforms to its advertised specifications.

A seller, online marketplace, or merchant may separately accept change-of-mind returns under its own voluntary return policy but without any resulting obligation to MERCUSYS.

This section does not affect remedies available for products that are:

• Defective;
• Damaged upon delivery;
• Incomplete;
• Incorrectly supplied;
• Counterfeit;
• Unsafe; or
• Inconsistent with the seller’s description or advertised specifications.

12. External Power Adapters and Batteries

An external power adapter will not qualify for warranty replacement when the damage was caused by:

• Crushed, bent, cracked, or deformed casing;
• Cut, torn, or damaged cables;
• Exposed internal wiring;
• Burn marks caused by an external electrical event;
• Liquid exposure;
• Use with an incompatible voltage or electrical source;
• Improper handling; or
• Other physical damage unrelated to a manufacturing defect.

A removable battery will not qualify for replacement when the reported condition results from:

• Normal capacity reduction;
• Normal charging-cycle deterioration;
• Improper long-term storage;
• Puncture, impact, crushing, or excessive heat;
• Use of incompatible charging equipment;
• Liquid exposure; or
• Unauthorized opening or modification.

A battery that is swollen, leaking, damaged, unusually hot, or otherwise presents a potential safety concern should not be used or shipped until the consumer has received instructions from MERCUSYS Technical Support.

 

13. How to Submit a Warranty Claim

Step 1: Contact MERCUSYS Technical Support

Before returning the product, contact MERCUSYS Technical Support for initial troubleshooting and warranty assessment.

Prepare the following information:

• Product model;
• Hardware version;
• Serial number;
• Purchase date and purchase source;
• Description of the problem;
• Troubleshooting already performed;
• Photos, videos, screenshots, or diagnostic information where relevant; and
• Available proof of purchase.

MERCUSYS Philippines Technical Support

Phone: +63 2 7709 0285
Email: support.ph@mercusys.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM

These contact details are listed on the current MERCUSYS Philippines technical-support page.

Step 2: Complete Technical Troubleshooting

The consumer must reasonably cooperate with the troubleshooting and verification process.

Troubleshooting may include:

• Reviewing the configuration;
• Updating or recovering firmware;
• Performing a factory reset;
• Testing with another cable, device, power source, SIM card, modem, or network;
• Testing with a different internet connection or service provider;
• Providing screenshots, photographs, videos, or system information; or
• Testing the product at an authorized receiving location.

Completion of troubleshooting does not automatically guarantee replacement approval. Troubleshooting only serves to determine whether the reported issue is caused by a covered product defect.

Step 3: Contact the Immediate Seller

The consumer may submit the warranty claim through the authorized retailer, reseller, distributor, official store, or online merchant from which the product was purchased.

The immediate seller should coordinate the warranty claim with its authorized distributor or MERCUSYS, subject to the seller’s responsibilities and applicable law.

Step 4: Request Direct RMA Assistance

Direct RMA assistance for an eligible product may be requested when its immediate seller which must be an authorized distribution channel:

• is no longer operating;
• cannot reasonably be contacted;  or
• improperly refuses to receive an eligible warranty claim.

Direct RMA Assistance may also be availed if MERCUSYS Technical Support instructs the consumer to process the claim directly.

For Direct RMA Assistance, the consumer must first obtain an approved RMA or warranty case number and official turnover, drop-off, or shipping instructions before sending the product.

Products sent without an approved case number may be refused or returned when MERCUSYS cannot identify or properly process the shipment.

14. Items Required for Replacement Processing

The consumer should submit only the product and components reasonably required to reproduce, verify, or process the reported defect, preferably in the product’s original retail packaging.

Depending on the product and reported issue, MERCUSYS may request:

• The main device;
• External power adapter;
• All units included in a Halo mesh or powerline kit;
• Removable battery;
• Charging dock or charging cable;
• Video-doorbell chime;
• External antennas;
• PoE injector;
• Mounting accessory directly related to the defect; or
• Another component directly connected to the reported issue.

MERCUSYS or the immediate seller should inform the consumer which items must be submitted before turnover or shipment.

A warranty claim will not be automatically rejected merely because the consumer does not provide:

• Original retail packaging;
• Printed manuals;
• Promotional materials;
• Unrelated accessories; or
• Items not required to verify the defect.

Any additional product or accessory submitted should be recorded during turnover.

15. Inspection and Warranty Approval

MERCUSYS has the right to inspect, test, and evaluate a product submitted for a warranty claim.

The evaluation may determine, among others,:

• Whether the product and serial number are valid;
• Whether the product is within the applicable warranty period;
• Whether the reported issue can be reproduced;
• Whether the product is covered by the warranty;
• Whether physical, liquid, electrical, environmental, or unauthorized-repair damage is present;
• Which unit, accessory, or component requires replacement; and
• Whether all items needed for testing were submitted.

Inspection, testing, configuration, firmware recovery, and technical evaluation do not constitute product repair.

When a claim is denied, MERCUSYS or the processing party should provide a reasonable explanation of:

• The inspection findings;
• The applicable warranty exclusion;
• The reason the claim is not eligible; and
• The available arrangements for returning or collecting the product.

 

16. Replacement Processing Time

After receiving the product and required documentation, MERCUSYS or its authorized processing partner will within a reasonable time:

1. Acknowledge receipt of the product;
2. Verify warranty eligibility;
3. Inspect and test the reported issue;
4. Inform the consumer whether the claim is approved, denied, or requires additional information; and
5. Process the approved replacement.

For approved claims where a replacement product is available, MERCUSYS will endeavor to release or dispatch the replacement within three to five working days after completion of inspection and approval.

Processing may take longer when:

• The replacement model is temporarily unavailable;
• A substitute model requires review or consumer approval;
• Additional technical verification is required;
• The product must be forwarded by the seller or distributor;
• Required documentation or components have not been submitted;
• The courier or logistics provider experiences a delay; or
• Circumstances beyond the reasonable control of MERCUSYS affect processing.

MERCUSYS should provide the consumer with an updated status when a significant delay occurs.

If an eligible product imperfection is not resolved within 30 calendar days, the consumer may exercise the alternative remedies available under Article 100 of the Consumer Act, subject to applicable circumstances and legal requirements. These remedies may include product replacement, reimbursement, or proportionate price reduction.

17. Shipping and Product Turnover

The applicable drop-off, collection, or shipping arrangement will be communicated before the product is sent.

The consumer should not ship a product until an RMA or warranty case number has been issued.

Any shipping charge payable by the consumer must be clearly disclosed in advance and must comply with applicable consumer-protection requirements and the policies governing the original transaction.

For an online transaction, when the online consumer uses replacement or refund as the remedy, the original goods must generally be returned without cost to the online consumer, unless the parties legally agree otherwise.

The sender must:

• Package the product securely, preferably in its original retail packaging;
• Use adequate protective material;
• Include or clearly indicate the assigned case number;
• Follow special shipping instructions for products containing batteries; and
• Retain the courier receipt and tracking information.

MERCUSYS will not be responsible for transportation damage caused solely by inadequate packaging provided by the sender.

This exclusion does not apply to damage caused by MERCUSYS, its authorized processing partner, or a courier selected and engaged by MERCUSYS.

18. Out-of-Warranty Products

MERCUSYS Philippines does not provide product-repair services under this Warranty Policy or any other warranty policy.

Products outside the applicable warranty period are not eligible for free replacement.

For an out-of-warranty product, MERCUSYS Technical Support may still provide, where reasonably available:

• Basic troubleshooting assistance;
• Firmware and software support;
• Configuration guidance;
• Compatibility information;
• Product end-of-life information; or
• Recommendations for a current replacement model.

MERCUSYS does not guarantee the continued availability of:

• Internal spare parts;
• Circuit boards;
• Product housings;
• Individual electronic components;
• Batteries for discontinued products;
• Power adapters for discontinued products; or
• Replacement units after a product reaches end-of-life.

Where a separately sold compatible power adapter, battery, accessory, or replacement product remains available, the customer may purchase it through an authorized seller.

Any third-party repair performed outside the MERCUSYS warranty process is at the customer’s discretion and is not covered, endorsed, or warranted by MERCUSYS.

 

19. Data, Recordings, and Product Settings

Before submitting a product, the consumer should, where possible:

• Back up important settings and data;
• Remove SIM cards and memory cards;
• Save configuration files;
• Remove or reset passwords;
• Unlink the product from the applicable MERCUSYS or cloud account; and
• Restore the product to its factory-default settings.

Troubleshooting, testing, firmware recovery, factory resetting, or replacement may permanently delete:

• Network configurations;
• Locally stored recordings;
• Account associations;
• Device settings;
• Automation settings; and
• Other stored data.

MERCUSYS is not responsible for the loss of data, recordings, configurations, subscriptions, licenses, or third-party services, except where liability cannot legally be excluded.

20. International Warranty

MERCUSYS Philippines does not provide international warranty service unless expressly stated for a specific product or warranty program.  Nevertheless, it shall be the consumer’s responsibility to provide MERCUSYS with adequate written proof of eligibility and other documentary support for international warranty coverage for products purchased outside the Philippines.  

Products purchased outside the Philippines are generally subject to the particular warranty policy of the country or region where they were originally purchased.

Customers seeking assistance for products purchased abroad may be required to contact:

• The original seller;
• The distributor in the country of purchase; or
• The MERCUSYS support office serving that country or region.

21. Limitation of Liability

To the fullest extent permitted by law, MERCUSYS will not be liable for indirect, incidental, or consequential losses that are not directly caused by a covered product defect, including:

• Loss of data or recordings;
• Loss of business, income, or revenue;
• Loss of internet, network, or cellular access;
• Loss of anticipated savings;
• Third-party service interruption; or
• Loss arising from unauthorized or improper use.

Nothing in this policy excludes or limits:

• A valid statutory consumer remedy;
• Liability that cannot legally be excluded or restricted;
• Liability arising from fraud or willful misconduct; or
• Any other right or remedy available under Philippine law.

Notwithstanding the foregoing and unless otherwise expressly provided by applicable Philippine law, TP-Link’s liability for such indirect, incidental, or consequential losses shall not extend beyond the replacement of the defective product or refund of the price actually paid by the consumer for the same. 

22. Fraudulent or Abusive Claims

MERCUSYS may deny a warranty claim when there is reasonable evidence of:

• Counterfeit or altered proof of purchase;
• Product or serial-number substitution;
• Deliberate misrepresentation of the reported defect;
• Fraudulent alteration of product labels or warranty records;
• Submission of a different product from the product originally purchased; or
• Other intentional abuse of the warranty process.

A claim should not be denied based solely on suspicion. The basis for the denial should be documented and communicated to the claimant.

23. Policy Changes

MERCUSYS may revise this policy to reflect changes in:

• Products and product categories;
• Warranty periods;
• Support procedures;
• Distribution arrangements;
• Operational requirements; or
• Applicable laws and regulations.

Each revision should indicate its effective date and policy version.

A policy revision will apply prospectively and will not reduce the warranty coverage that already applied to a product at the time of purchase, unless required by law or agreed upon with the consumer.

24. Contact Information

For technical support, warranty verification, and RMA assistance:

MERCUSYS Philippines Technical Support

Technical Support Phone: +63 2 7709 0285
Technical Support Email: support.ph@mercusys.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM
 

When contacting MERCUSYS Technical Support, prepare the product model, hardware version, serial number, description of the issue, purchase source, purchase date, and available proof of purchase.