Free UK delivery/Business quotes and proforma invoices/12-month warranty/30-day returns
Warranty

Warranty and care plans for Tuga devices

Every Tuga device comes with 12 months against defects. If you want longer, or you run a fleet that cannot wait for a repair, there are two paid plans, with published prices and numbered terms you can send to your finance team.

Included

Standard warranty

With every device

Every Tuga device. 12 months against defects. No extra charge.

What's covered 7 points
  • 12 months from the dispatch date on your invoice against defects in materials and workmanship
  • Repair, or replacement with the same or an equivalent Tuga model, at our choice, at no charge
  • Battery covered against defects for 12 months (normal capacity loss is not a defect)
  • Carriage: business buyers pay to send the device to us and we pay the return carriage after a valid repair or replacement. If you buy as a consumer and the device is faulty, we pay the postage both ways under the Consumer Rights Act 2015
  • Returns: business buyers may return an unused device in original condition within 30 days. Consumers may cancel within 14 days of delivery under the Consumer Contracts Regulations 2013 (we may deduct only for handling beyond what is needed to inspect the device) and have 30 days to reject a faulty device under the Consumer Rights Act 2015
  • Email and phone help with set-up on working days, one working day response
  • Return for recycling under the WEEE Regulations 2013 on request

Recommended

3-Year Warranty

From £65 per device

Two more years. Repair or replace. We pay the carriage both ways. One price per device.

What's covered 8 points
  • 36 months from the dispatch date on your invoice against defects in materials and workmanship (months 1 to 12 are the included warranty; months 13 to 36 are added by this plan)
  • Repair, or replacement with the same or an equivalent Tuga model, at our choice, at no charge, for an accepted defect. No limit on the number of defect repairs during the term
  • Battery covered against defects for the full 36 months (normal capacity loss is not a defect). W10: a replacement pack is sent to you by road courier to fit. A10 and A6: we replace the sealed pack in our workshop and test the seal before return
  • We pay UK carriage both ways on every accepted claim, using our prepaid Royal Mail Tracked 24 label to send the device to us, a tracked next-day carrier to return it, and, if you ask, our box
  • Remote triage by email or phone with a response within one working day
  • A repaired or replaced device, or a replaced part, carries the rest of the original term, or 90 days from dispatch of the replacement if that is longer
  • Stays with the device: if you pass it to another user in the UK and tell us, the warranty continues for the rest of the term
  • Cancel within 30 days of purchase for a full refund if you have made no claim (45 days if you buy as a consumer), then at any time for a pro rata refund by full unexpired months

Add it on any device page

Business fleets of 10+

Total Care

From £279 per device

For fleets of ten or more A10 and W10 devices. Swap unit dispatched the same working day for next-working-day delivery on our courier's standard network, batteries serviced at month 18, your image on every device, collected and certified at the end.

What's covered 9 points
  • Everything in the 3-Year Warranty, including carriage paid both ways
  • Advance replacement: for a claim accepted by 14:00 on a working day we dispatch a swap unit of the same model, carrying your current approved image, the same working day on a next-working-day courier service with tracking and declared value
  • Delivery service level: the swap unit is delivered by the end of the next working day after acceptance to addresses on our courier's published standard next-working-day network, confirmed by postcode at onboarding and listed in your fleet schedule. Other addresses, including Northern Ireland, the Scottish Highlands and Islands, the Isle of Wight and the Isle of Man, get same-day dispatch on the courier's fastest available service with a target of two to five working days
  • Service credit if we miss the delivery level on a standard-network address: one month added to the Total Care term of the affected device for each working day of delay, up to three months per incident, applied without you asking
  • Swap pool held by us: at least one pre-imaged swap unit for every 20 covered devices of each model, minimum two per model, charged and function-tested quarterly, never scheduled out beyond what it holds. At onboarding we quote one customer-held spare of each model per site at your fleet discount, replenished by us within three working days of use
  • Scheduled battery service at month 18 (within a 60-day window centred on month 18): W10, a new battery pack for every covered W10 sent to your site by road courier in one consignment under our carrier's dangerous-goods acceptance; A10, a remote capacity reading on every covered device and a workshop battery replacement for every A10 below 80% of rated, run in batches sized to the swap pool across the window
  • Pre-imaging: one approved image per model built from your configuration at onboarding and applied to every new device and every swap unit, with up to two image revisions per model per contract year
  • Fleet support desk: phone and email 08:30 to 17:30 on working days, acknowledgement within two working hours, triage started within four working hours, with a pooled allowance of one hour per covered device over the term, shared across your fleet
  • One loan device per account per contract year for up to 30 days to evaluate a new model, software or workflow, dispatched within five working days of request, carriage paid by us

Ask for a fleet quote

Every Tuga device comes with a 12-month warranty against defects in materials and workmanship. If you want longer, or you run a fleet that cannot wait for a repair, there are two paid plans. All three are given by us, Destello Tech Ltd trading as Tuga Hardware, company number 16595781, registered in England, registered office 124 Vicarage Wood, Harlow, Essex CM20 3HH. Every line in the 3-Year Warranty and Total Care columns below has a matching numbered clause in the Plan Terms (clauses 5 to 43); the included warranty is set out in clauses 44 to 49 of the same Terms and in our Terms of Business, which say the same thing. You can send either document to your finance team.

The 3-Year Warranty extends the defects warranty to 36 months from dispatch, covers the battery against defects for the whole term like any other part, and we pay UK carriage both ways on every accepted claim. One price per device, the same at any quantity: A10 £65, W10 £79, A6 £65.

Total Care is for business fleets of ten or more A10 and W10 devices. If a device fails and we accept the claim by 14:00 on a working day, we dispatch a swap unit with your software image on it the same day, for delivery the next working day to addresses on our courier's standard next-day network (we check your sites by postcode when you join; other addresses, including Northern Ireland, the Scottish Highlands and Islands, the Isle of Wight and the Isle of Man, get same-day dispatch and two to five working days in transit). We service the batteries at month 18, hold swap stock for your fleet, lend you a unit for trials, answer the phone, report quarterly, and at the end of life we collect, erase and certify. If we miss the delivery level on a standard-network address we add time to your term, and the Terms say exactly how much. A10 £279, W10 £299, or monthly through our lease funder with the devices, for limited companies, LLPs and public bodies.

Neither plan covers accidental damage. We do not insure devices, and no insurer or other third party stands behind the plans: the remedy is always our own repair, replacement or service, never a cash payment. We say so because you should know who you are relying on. Prices are per device and are the amounts payable today; we are not currently VAT registered.

Prices

What each plan costs, per device

The amounts payable today. Destello Tech Ltd is not VAT registered. Plans are never discounted and do not count toward the device discount tiers.

Plan prices per device
Device Device price 3-Year WarrantyTotal Care
Tuga A6 £299 £65Not offered
Tuga A10 £449 £65£279fleets of 10+, on quote
Tuga W10 £649 £79£299fleets of 10+, on quote

Total Care is bought on a quote and proforma invoice for business fleets of 10 or more A10 and W10 devices. It can also be paid monthly with the devices through our lease funder for limited companies, LLPs and public bodies, subject to the funder's quotation.

Side by side

What each plan does

Every line in the paid columns has a numbered clause in the Plan Terms.

Comparison of the three cover levels
Standard 3-Year Warranty Total Care
Term 12 months from dispatch 36 months from dispatch 36 months from dispatch
Defects in materials and workmanship Repair or replace Repair or replace, no limit on repairs Repair or replace by advance swap, no limit on repairs
Battery Defects only, 12 months Covered against defects for 36 months (normal capacity loss is not a defect) As 3-Year Warranty, plus month-18 service: new pack sent for every W10; every A10 tested and re-batteried in the workshop if below 80%
How a fault is handled Send the device to our workshop; business buyers pay the inbound postage, consumers with a faulty device pay nothing Send the device to our workshop on our prepaid label; we pay both ways Swap unit dispatched the same working day for claims accepted by 14:00; return the faulty device on the prepaid label in the box
Turnaround Target dispatch within ten working days of receipt Target dispatch within five working days of receipt; if we cannot repair within ten working days we send a replacement Delivered next working day to addresses on our courier's standard next-day network (checked by postcode when you join); other addresses, including Northern Ireland, the Scottish Highlands and Islands, the Isle of Wight and the Isle of Man, same-day dispatch and two to five working days in transit
If we miss it Tell us and we put it right Replacement sent at ten working days (the five-day figure is a target, not a guaranteed level) On a standard-network address, one month added to that device's term per working day late, up to three months per incident, applied automatically; no credit on other addresses or on notified absence days
Carriage Business buyers: you pay to send, we pay the return. Consumers with a faulty device: we pay both ways We pay UK carriage both ways on accepted claims We pay UK carriage both ways, next-working-day courier with declared value
Swap stock None None (one reserve unit per model backs the ten-day replacement) Held by us: at least one per 20 covered devices of each model, minimum two; plus a customer-held spare per site quoted at your fleet discount
Your software image No No Built at onboarding, applied to every device and swap unit, two revisions per model a year
Support Email and phone set-up help, one working day response Email and phone, one working day response Phone and email 08:30 to 17:30, acknowledgement within two working hours, pooled allowance of one hour per device over the term, quarterly fleet report
Loan unit for trials No No One per account per contract year, up to 30 days
End of life Return for recycling under the WEEE Regulations on request Return for recycling under the WEEE Regulations on request Free collection, erasure to NCSC and NIST SP 800-88 Rev. 2 methods, certificate per serial number
Accidental damage, liquid, theft, loss Not covered Not covered. We do not insure devices Not covered. We do not insure devices
Available on A10, W10, A6 A10, W10, A6, any quantity A10 and W10, business fleets of ten or more
Price per device (amount payable today, no VAT added) Included A10 £65, W10 £79, A6 £65 A10 £279, W10 £299, or monthly through our lease funder with the devices, subject to the funder's quotation (limited companies, LLPs and public bodies only)
When to buy Comes with the device With the device or within 30 days of dispatch; to the end of month 12 after a remote check With the device or within 30 days of dispatch; devices joining an existing Total Care fleet to the end of month 12 after a remote check
Cancel Business buyers: 30-day returns of unused devices. Consumers: 14 days to cancel a distance purchase, 30 days to reject a faulty device 30 days full refund if no claim (45 for consumers), then pro rata by full unexpired month 30 days full refund if no service used, then fixed 36-month term
Transfer Stays with the device Stays with the device; tell us the new UK user Personal to your business; transfer to another UK business with our written consent
Claims

How a claim works

  1. Check the registerEvery device dispatched with a paid plan is recorded by serial number on our warranty register at dispatch, with the plan, dispatch date and end date. Your confirmation email carries the serial, plan, end date and a PDF of the Terms. A claim is accepted only for a serial on the register.
  2. Tell usEmail support@tugahardware.com or call us on a working day (08:30 to 17:30) with the serial number (on the back of the device and on your invoice), what the device is doing, what you have tried, and where possible a photo, a short video or a diagnostic report (Windows battery report on the W10; our diagnostic app or the battery statistics screen on the A10 and A6). We log the time and give you a claim reference. Under Total Care the nominated site contact logs the claim and gives the delivery address for the swap unit, which must be one listed in your fleet schedule or confirmed by us in writing.
  3. We reply3-Year Warranty: within one working day. Total Care: acknowledgement within two working hours and triage started within four working hours. We work through a published checklist of no more than 20 minutes of your time: power and charger check, forced restart, known-good charger, battery reading, visible damage check. If the fault clears, we close the claim with a note on the register. If the photos show excluded damage (cracked glass, liquid indicators, crushing) we say so now and offer a fixed-price repair quote instead of a warranty claim. This step removes most no-fault-found returns and keeps carriage free for everyone.
  4. AcceptanceWe confirm acceptance by email with the claim number. 3-Year Warranty: this triggers the prepaid Royal Mail Tracked 24 label (bought pay-as-you-go through Click and Drop and emailed to you) the same working day and, if you ask, a box. Total Care: this starts the dispatch clock. If accepted by 14:00 on a working day, the pre-imaged swap unit is booked on the next-working-day courier account with declared value and leaves the same day, with the prepaid return label in the box. A claim accepted after 14:00 counts as accepted at 08:30 the next working day. Log by 12:00 with the checklist completed and you have our decision by 14:00.
  5. The device travels3-Year Warranty: back up your data, remove the SIM and memory card, pack the device in your packaging or our box, attach the label and drop it off or book collection. We pay the carriage. Total Care: the swap unit arrives the next working day at addresses on the courier's standard next-day network (listed in your fleet schedule). For other addresses, including Northern Ireland, the Scottish Highlands and Islands, the Isle of Wight and the Isle of Man, it leaves the same day on the fastest available service and typically arrives in two to five working days. Put the faulty device in the swap box, apply the prepaid label and send it back within ten working days.
  6. InspectionWithin two working days of receiving a device we inspect it, record the finding on the RMA log (defect confirmed, no fault found, excluded damage) and tell you the outcome, the action and the expected dispatch date. Workshop rule: repair when parts plus labour are under half the landed cost (about £100 on the A10 and A6, £155 on the W10), which covers screens, battery packs, ports, buttons and speakers; replace for mainboard faults and liquid ingress.
  7. Repair or replace3-Year Warranty: we repair or replace and dispatch by tracked next-day carrier, target five working days from receipt. If we cannot dispatch the repaired device within ten working days of receipt we send a replacement device instead. We tell you which we did and why. Total Care: the swap unit already with you becomes the covered device; the returned device is repaired, re-imaged and goes back into the swap pool, or is scrapped and replaced in the pool from new stock. For a sealed-battery job on the A10 or A6 we replace the pack, refit the seals and run a leak test before the unit is used again.
  8. Battery faultsA battery that fails through a defect (it will not hold or take a charge, it swells, or it loses capacity far faster than normal ageing explains) is handled like any other claim, under either paid plan. Send us the device's battery reading and we confirm it in our workshop with three readings across three full charge cycles. W10: we send a new pack with fitting instructions by road courier under our carrier's dangerous-goods acceptance; you fit it in under a minute and take the old pack to a local battery recycling point, or keep it for collection with the device at end of life. We never ask you to post a battery back. A10 and A6: we replace the pack in our workshop under the normal label-and-return process and test the seal before return.
  9. Total Care month-18 battery serviceWe contact your site contact from month 17 and agree a schedule for the 60-day window centred on month 18. W10: a new pack for every covered W10, sent to your site in one consignment by road courier with fitting instructions; old packs go to local battery recycling or are held for end-of-life collection. A10: you run our diagnostic app or we read capacity through your MDM where you allow it. Every A10 below 80% is re-batteried in our workshop in batches: we send swap units from the pool for the first batch, you return those devices on the prepaid labels, and the next batch is scheduled once the previous one is re-batteried, resealed and re-imaged. No batch is larger than the swap units available, so a large cohort is worked through the window, or longer by agreement.
  10. No fault found or excluded damage3-Year Warranty: we tell you before charging, then charge £35 for inspection and return carriage and return the device, or you can ask us for a repair quote. Total Care: the first two no-fault returns per contract year are free, then £35 each. For excluded damage under Total Care we send a fixed-price repair quote within two working days; you either accept it (the swap unit stays with you and the repaired device joins the pool), return the swap unit within ten working days, or buy the swap unit at list less your fleet discount.
  11. Close and recordThe register is updated so the repaired device, or the replacement serial, carries the rest of the original term (or 90 days if longer), and the replaced device or part is marked as our property. The term does not restart. The RMA log records the costs (parts, labour hours, carriage including declared value) and the clock times (logged, accepted, dispatched, delivered, returned) so service credits can be calculated and a repair rate can be published once we have at least 12 months and several hundred devices of history, with the method stated.
  12. Service credit (Total Care only)If the swap unit was delivered to a standard-network address after the delivery level, we add one month of Total Care to that device for each working day of delay, up to three months per incident, confirm it in the claim closure email and show it in the next quarterly fleet report. You do not have to ask. The only exceptions are delays caused at your end (wrong or unattended address, refused delivery), events outside the reasonable control of both of us, and working days of planned absence we notified in advance. Addresses outside the standard network do not carry the credit.
Questions

Warranty questions

The 3-Year Warranty is a warranty given by the seller, Destello Tech Ltd trading as Tuga Hardware, against defects in materials and workmanship, including the battery. Total Care is a service contract that includes that warranty. The remedy is our own repair, replacement or service, never a cash payment. No insurer or other third party stands behind either plan, which is also why neither covers accidental damage. Both are in addition to your legal rights and do not reduce them.

A fault in materials or workmanship that stops the device, or a part of it, working as described in its specification. A drop, a cracked screen, liquid inside a sealed port, or a battery that has lost capacity through normal ageing are not defects. The full exclusions are in clause 17 of the Terms, and they are the same list on this page.

We compare the battery controller's reported full charge capacity with the rated capacity, read three times across three full charge cycles. On the W10 we use the Windows battery report (full charge capacity against design capacity); on the A10 and A6 our diagnostic app reads the charge counter. Under the 3-Year Warranty we use the reading to confirm a battery defect; gradual capacity loss with age and use is normal and is not covered. Under Total Care every A10 is read at month 18 and re-batteried if below 80%, and every W10 gets a new pack at month 18 regardless of reading. The method is written into the Terms so the result is not a matter of opinion.

On an accepted claim under either paid plan, we do, both ways, anywhere in the UK, using the label we send. Under the included 12-month warranty, business buyers pay to send the device to us and we pay the return; if you buy as a consumer and the device is faulty, we pay both ways. If we find no defect or an excluded fault we may charge £35 for inspection and return carriage, and we tell you before we charge. W10 battery packs are sent by road courier; we never ask you to post a battery back.

A working day is Monday to Friday excluding bank holidays in England and Wales. Under Total Care, if we accept your claim by 14:00 on a working day we dispatch a pre-imaged swap unit that day on a next-working-day courier, so it is delivered by the end of the following working day to addresses on the courier's standard next-day network. We check every delivery address by postcode when you join and list the ones on that network in your fleet schedule. Addresses outside it, including Northern Ireland, the Scottish Highlands and Islands, the Isle of Wight and the Isle of Man, get the same same-day dispatch on the fastest service available, which typically takes two to five working days, and the service credit does not apply there. Acceptance means we have confirmed the serial is on our register and a remote check of no more than 20 minutes has not cleared the fault. Log the claim by 12:00 with the checklist done and you have our decision by 14:00. A claim accepted after 14:00 counts as accepted at 08:30 the next working day.

If the address is on the standard next-day network, we add one month to the Total Care term of that device for each working day of delay, up to three months per incident, and we apply it without you asking. The exceptions are delays caused at your end (wrong or unattended address, refused delivery), events outside the reasonable control of both of us, such as severe weather or a strike, and working days of planned closure we told you about at least five working days in advance, when we position swap stock or your customer-held spare beforehand. This term extension is the only remedy for a missed service level, and the Terms say so.

Because we are a small workshop and we only promise what the price funds. The 3-Year Warranty price pays for repair, replacement and carriage, not for a swap pool. So we publish a five-working-day target, tell you within two working days of receipt what we will do and when, and if we cannot dispatch the repaired device within ten working days we send a replacement instead. Total Care funds the swap pool, and that is where the guaranteed level with a written remedy lives.

Within 30 days of dispatch, yes, at the published price and without inspection. From day 31 to the end of month 12 you can add the 3-Year Warranty after a short remote diagnostic check of each device (battery reading and photos), which we may decline. Total Care can be added in that window only for devices joining an existing Total Care fleet. In every case the term runs from the original dispatch date. After month 12 the plans are not available. You do not have to buy a plan with the device, and extended warranties are also available from other providers.

A replacement takes over the plan for the rest of the original term, or 90 days if that is longer; the term does not restart. If you return the device under our 30-day returns policy for business buyers, or cancel a distance purchase within 14 days as a consumer, we refund the plan in full with it. You can cancel either plan within 30 days of purchase for a full refund if you have made no claim (45 days if you buy as a consumer, and we tell you so in your confirmation email). After that the 3-Year Warranty refunds pro rata by full unexpired months; Total Care runs for its fixed 36-month term. Making a claim does not end a plan.

The service work in Total Care (imaging, support, the month-18 service, swap stock and take-back) costs the same on a £299 handheld as on a £649 tablet, and the price we would need, about £279, is nearly the price of the A6. We would rather not publish a price we would then talk you out of. The A6 takes the 3-Year Warranty at £65, A6 units in a Total Care fleet are supported through the same service desk, and for fleets we recommend a customer-held spare bought at the fleet discount.

If you are a limited company, LLP or public body, Total Care can be bundled with your devices on a 36-month hire agreement through our lease funder, subject to the funder's quotation. The funder sets the final rate and the agreement is with the funder, not with us; we take no monthly payment ourselves. We cannot offer the monthly route to sole traders or small partnerships, because hire of this size to them would be a regulated consumer hire agreement that we are not authorised to arrange. The 3-Year Warranty is a one-off price only.

Information for consumers

If you are buying for yourself rather than a business

Information for consumers, which we are required to give and would give anyway. Extended warranties for electronic devices are available from other providers, and you may wish to compare them. If you are buying for your home, your household insurance may already be relevant to some of the same risks. You do not have to buy a plan at the same time as the device: either plan can be added within 30 days of dispatch at the published price, and the 3-Year Warranty up to the end of month 12 after a remote check. There is no financial protection scheme behind the plans: if Destello Tech Ltd stopped trading, the plans would end. Making a claim does not end a plan; it continues for the rest of its term. Consumers can cancel a plan within 45 days for a full refund if no claim has been made, and your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 are not affected; see clauses 3, 34, 46 and 47 of the Terms.

The full terms are the Plan Terms, which also set out the standard warranty in clauses 44 to 49, and our Terms and Conditions. Nothing on this page replaces them, and nothing in them is different from this page.

Add it on the device page, or put it on the quote.

Choose the 3-Year Warranty under Add to basket on any A10, W10 or A6 page. Business buyers can ask for either plan line by line on a proforma.

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