What is the 2-Year Refresh?

After being an active NZXT Flex subscriber for 24 months, you may be eligible for a 2-Year Refresh through our Routine Maintenance & Servicing Program. This allows you to exchange your current PC to a refreshed PC at no additional cost under your current subscription, as long as your account is active and in good standing with no unpaid balances. It’s our way of keeping your system current, reliable, and ready for what’s next — with a simple process to make the swap as seamless as possible.

When do I become eligible for a 2-Year Refresh?

You become eligible 24 months after the delivery of your Flex PC, and then 24 months after your most recent refresh. To qualify, your subscription must be active and in good standing with no unpaid balances.

How will I know when I’m eligible?

You’ll get an email when you become eligible for a 2-Year Refresh.

What kind of PC will I swap to with my refresh?

The system will be swapped with the latest PC in the tier you are currently subscribed to (for example, Flex Two).  The specs of the refreshed system will be those of the current version of the tier listed on the NZXT website when your refresh is processed. 

Do I have to use my 2-Year Refresh?

No, participation is optional. You can defer and choose to refresh at another point in the future, or decline altogether.

Can I defer and use my refresh later?

Yes. Once you unlock your refresh at 24 months, the option remains available until you use it,  as long as you continue your subscription and maintain good standing.

• If you’re not ready to swap right away, you can defer and request your refresh later - just contact customer support by emailing  support@fragile.co or through your customer portal flex.nzxt.com/portal.
• When you do refresh, your next 2-Year Refresh will be available two years from the date you receive your swapped PC.

How does the refresh process work?

1. Open the eligibility email we send you.
2. Complete the linked form with your info:
   • Name and email
   •  Shipping address
   •  PC’s serial number
   •  Whether you’d like a Porting Tool
3. The support team will contact you to confirm the details.
4. Once confirmed, we’ll ship your refreshed PC and (if selected) the Porting Tool.
5. You’ll have 14 days from the day you receive your refreshed PC to set it up, move your data, and return your old PC (and the Porting Tool).

How do I move my data to the refreshed PC?

If you have opted for one, we’ll send you a Porting Tool (a small portable SSD) to make moving your data easy.  A step-by-step guide will walk you through the three simple steps to move your data:

1. Clone – Create a copy of your old PC, including files, settings, and apps.
2. Restore – Transfer that copy onto your new PC.
3. Delete – Securely erase all data from both your old PC and the Porting Tool before sending them back.

The Porting Tool must be returned using the pre-labeled mailer included in the packaging it was sent in.

Learn more about the porting tool here

Data privacy note: Once your PC and Porting Tool are received, Fragile securely erases everything again, giving you double protection.

How do I return my old PC?

You’ll need to return your current PC within 14 days of receiving your refreshed one. 

Use the original box your PC arrived in. If you no longer have it, contact Customer Support and they’ll arrange packaging for you. (Tip: hold on to your new PC’s packaging for future returns.)

Return instructions and prepaid labels for the PC will be sent when your refreshed PC is delivered. Before sending anything back, delete your data from both devices. When your PC and Porting Tool are received, Fragile performs a final secure erase to make sure all data is removed.

Will my subscription cost or terms change with a refresh?

No, your subscription cost and terms will stay the same. The 2-Year Refresh is included at no extra charge as part of your ongoing Flex subscription.

How is the 2-Year Refresh different from an Anytime Refresh?

Both options let you swap your Flex PC for a newer one, however there are key differences:

• Timing: The 2-Year Refresh is available 24 months after the delivery of your Flex PC, and then 24 months after your most recent refresh, while the Anytime Refresh can be used at any point for a one-time fee.
• Cost: The 2-Year Refresh is a benefit included with your subscription, while the Anytime Refresh requires a one-time swap fee (the same as switching tiers).
• Data transfer: The 2-Year Refresh includes a Porting Tool so you can move your files before returning your old PC. The Anytime Refresh does not include this, and typically requires you to return your old PC before receiving the new one.

What if I’m eligible but haven’t received an email?

If you believe you’re eligible but haven’t received an email, please reach out:

• Fill out [this form] 
• Or contact Fragile, our servicing partner, directly at support@fragile.co

How do I find my PC’s serial number?

The serial number is on the back of your case, printed below the barcode (not above).