NZXT Flex - Warranty, Returns, and Cancellation FAQ

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This article will cover any questions you may have regarding ordering or payment for the NZXT Flex subscription service.  If you have any questions not covered by this article, please check out the guides linked below:

A big draw for our Flex subscription service is the ability to cancel your subscription at any time by emailing our team at flex@nzxt.com.  Once the cancellation is confirmed we will provide you with a prepaid shipping label to your return your PC with, in its original packaging.

Will my Setup Fee be refunded?

If your order is cancelled before your order is processed, you will received a full refund including the setup fee.  If your order has completed processing however, you will not be eligible for a full refund of the setup fee.

Will I be charged when I request to cancel?

No, once you request to cancel your Flex service the subscription service itself will be paused.  You will have seven (7) days to drop off your PC or arrange a pickup for delivery.  If you do not return the PC within the return window, you may be charged an additional month if your subscription renews.

Will I receive a prorated refund?

No, all subscriptions are on a full-month billing cycle.  If you cancel before your billing cycle, you will not receive a prorated refund.

What do I do if I no longer have my original packaging or box?

If you no longer have the original packing materials or box, you may be charged a replacement packing fee of $50.  If your subscription renews because you are waiting on replacement packaging, you will still be charged if you miss your delivery window.  Please consider this if you lose or throw away your packaging.

How do I repackage my PC for return?

Please see the below linked guide for our BLD PC packaging instructions.

NZXT Support - How to Package your BLD PC for RMA Service

What happens if my PC is returned damaged?

If your PC is damaged due to user error, neglect, or improper packaging, you will be charged for any replacement parts as well as a $150 damaged PC fee.  If the PC is damaged in transit or for reason not on account of the user, you will not be charged.  Please ensure that you carefully repackage your PC according to our provided guide, as you will be charged for any damage arising from improper return packaging.

How long do refunds take?

Usually refunds are only issued to customers who cancel before their order is shipped.  Transfer time will be dependent entirely on your bank, but are generally available within 7-10 business days of the refund being approved.  Refunds are returned to the original payment method used when placing the order only.  We are unable to re-route refunds to alternative payment methods.

I am having issues with my PC, how do I start a warranty claim?

A key advantage to the NZXT Flex subscription service is that all systems carry a lifetime warranty so long as you have an active subscription.  You can contact our award-winning customer service team anytime you have any issues.  We will either resolve your issue or swap your PC out for a replacement.  The majority of situations will be covered, however there may be exceptions for cases of neglect, theft, or intentional damage.

I received my replacement PC, but my data is all gone.  How can I retrieve my files?

As part of the warranty process, you may receive a different PC than the one originally sent in for service.  Due to this, any data on your original PC will be wiped and will not be recoverable.  We recommend keeping regular external backups of any important files on your PC.

Does the warranty include coverage for damage or acts of nature?

Our warranty only covers issues caused by defects of components or labor.  If your PC breaks or is defective, we will replace it for free and also cover any shipping fees both to and from our warehouse.  The replacement system received will typically be different from the original system so that you can be back up and running sooner.  Please note:  if the damage to the PC is found to be intentional, excessive, or caused by negligence, you may be charged for the warranty service.  Depending on the degree of user fault, you may also be charged for replacement components, parts, or shipping fees.

Please ensure that you are up to date on payment and that a valid payment method is on file so that there are no barriers in the event of a repair issue.

What do I do if my PC was stolen?

In the event that your PC is stolen, please let us know as soon as possible so we can help in whatever ways we can.  You will be responsible for a $300-1000 deductible (depending on which NZXT Flex subscription you selected, as well as how long you've been subscribed), as well as obtaining a police report before we will be able to replace your PC.

What happens to my data when I return the PC?

Our team has a rigorous procedure in place to ensure that your data is fully wiped and your privacy is maintained.  You are also welcome to erase all personal data from the PC prior to returning it, as we will do a complete fresh reinstall each time we receive a unit.

 

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