TD Care

Effective 1 September 2024

We get it: things happen, and communication devices aren’t exempt. If your device gets damaged, we want you to feel confident that Tobii Dynavox will support you. That’s why we offer TD Care – a full 5-year warranty on the TD Navio, TD I-110, TD Pilot, and TD I-Series devices. The TD Care warranty is outlined below. If an accident occurs outside of the warranty, please contact Tobii Dynavox or an authorised Tobii Dynavox Reseller to discuss options that may be available to you. 

Tobii Dynavox is committed to providing the support and services you need for a full 5 years free of charge. TD Care covers: 

• Any defect in material or workmanship 
  • All labor costs associated with repairing such defect 
  •  Replacement device if the device cannot be repaired 
• Accidental damage to the device, the protective case, and power supply
• Expert Technical Support 

The new 5-year TD Care period starts from the original date of shipment of the Device. If the Device is repaired or exchanged, TD Care continues from the original date of shipment of the original Device. A new 5-year period will not be started. 

This new 5-year warranty is applicable for devices shipped on or after 1st September 2024. Devices shipped prior to that date retain their original warranty at the time of shipment. This warranty is valid only in the country of purchase and is non-transferable. 

• Cosmetic damage, including normal wear and tear that does not affect device functionality, is not covered.
•  Loss or theft is not covered.
• Acts of nature including but not limited to tornadoes, earthquakes, floods, fires, and hurricanes are not covered.
• Any disassembly (or attempted disassembly), attempt to open the device, attempt to alter, repair, and/or modification by any party who is not authorised by Tobii Dynavox may void this warranty in its entirety.
• Damage caused by abuse, misuse, or neglect is not covered. This includes any damage caused by liquid submersion, use of a spray cleaner or bug spray, or excessive deliberate damage. Damage due to failure to follow instructions for use or maintenance is not covered. Although, Tobii Dynavox may still be able to repair the device, the repair may not be free of charge. Tobii Dynavox reserves the right, in its sole discretion, to determine whether this type of damage may be covered under warranty.
• Damage resulting from the use of unauthorised accessories and/or use of incorrect chargers.
• Unless specifically due to a defect in materials or workmanship, consumable components such as batteries are not covered.  Internal batteries are warranted for twelve (12) months from date of delivery and external batteries are warranted for ninety (90) days from date of delivery.
• Additional accessories are not covered by TD Care (including keyguards and covers).

Tobii Dynavox endeavors to make the repair process as easy as possible. Contact our Tobii Dynavox support team to request repair via phone: UK: (+44) 114 481 0011; Norway: (+47) 555 510 60; Germany: (+49) 699 072 005 00; China: (+86) 512 693 62 880; Rest of EU/World (except North America): (+46) 852 295 020. Alternatively, you can as well send us an email at: Support.eu@tobiidynavox.com (for all EU/World) or support.cn@tobiidynavox.com (China only). 

For devices purchased through an authorised reseller, please contact them directly. 

To better serve you, please have the serial number of your device available prior to contacting Tobii Dynavox. The serial number can be found on the back of the Device. If your Device is covered by TD Care, we will provide return shipping and handling instructions. 

1. Additional accessories and third-party products are excluded from TD Care. Additional accessories include but are not limited to switches, head mouses, keyguards, carry cases, shoulder straps, or mounts. TD Care will cover the power supply included with the device.
2. PCEye is covered under a separate manufacturer warranty and is not covered under the TD Care warranty.
3. TD Care only applies to devices purchased directly from Tobii Dynavox, one of its authorised partners, or via tenders. TD Care does not apply to devices purchased from any non-Tobii Dynavox distributor.
4. Tobii Dynavox reserves the right to repair or replace components of the device with refurbished parts or components of like function on devices older than one year. If the device needs full replacement after the first year, we will make every effort to replace it with the same model; however, we cannot guarantee the exact same model of replacement device. All components or devices repaired or replaced by Tobii Dynavox will receive coverage through the remaining balance of the device’s original TD Care warranty.
5. Equipment returned to Tobii Dynavox for repair must be shipped in appropriate packaging to prevent additional shipping damage. Appropriate packaging must include a rigid non-flexible box with at least 1.5"/3.8 cm of padding between the equipment and the inner container walls in all directions. Original equipment packaging should be retained for future use. Tobii Dynavox can provide packaging for a nominal fee. Equipment returned in non-appropriate packaging may affect the warranty.
6. Damage caused by abuse, misuse, or neglect is not included in the warranty, subject to the sole discretion of Tobii Dynavox.
7. The Warranty shall be void if the product is repaired or otherwise tampered with in any manner by anyone other than Tobii Dynavox authorised service personnel.
8. This Warranty is provided in addition to and does not affect your statutory rights under European consumer protection laws. You may have additional rights under your national law, which cannot be excluded or limited by this warranty. For further information about your legal rights, please contact your local consumer protection organisation.
9. To the maximum extent permitted by law, this warranty is your sole and exclusive remedy against Tobii Dynavox, and our total liability under this warranty will not exceed the original purchase price of the device. We are not liable for any incidental, special, indirect, or consequential damages, including but not limited to, lost profits, downtime, or loss of use, even if we have been advised of the possibility of such damages.
10. The warranty is governed by the laws of the country in which the device was purchased. Any disputes arising under this warranty shall be resolved in the courts located within that country.
11. Tobii Dynavox reserves the right to modify this warranty at any time, provided that any such modifications will only apply to devices purchased after the date of the modification. No oral or written information or advice given by us or our authorised representatives shall create a warranty or in any way increase the scope of this warranty.
12. Your acceptance of the Tobii Dynavox device shall be deemed your acceptance of the terms and conditions of this warranty. Please contact your sales representative if you would like to initiate a return of sale.

*excluding North America