Plan Terms: 3-Year Warranty and Total Care
These are the terms of the Tuga 3-Year Warranty and Tuga Total Care, and of the standard 12-month warranty that comes with every Tuga A10, W10 and A6. They are given by Destello Tech Ltd, trading as Tuga Hardware, company number 16595781, registered in England and Wales, registered office 124 Vicarage Wood, Harlow, Essex CM20 3HH. Our Terms and Conditions of sale apply alongside them and say the same thing about the standard warranty.
1. Who gives these plans. The Tuga 3-Year Warranty and Tuga Total Care are given by Destello Tech Ltd, trading as Tuga Hardware, company number 16595781, registered in England, registered office [registered office address, to be inserted before publication; the Companies (Trading Disclosures) Regulations 2008 require the registered office address, company number and place of registration on the website and on order documents]. In these Terms 'we', 'us' and 'Tuga' mean Destello Tech Ltd and 'you' means the customer named on the invoice. No insurer or other third party backs either plan and there is no financial protection scheme behind them. If Destello Tech Ltd stops trading, the plans end.
2. Nature of the plans. The 3-Year Warranty is a warranty given by the seller against defects in materials and workmanship, including the battery. Total Care is a service contract that includes that warranty. Our remedy is repair, replacement or the services described in these Terms, never a payment of money except the refunds described in clauses 34 to 36.
3. Your legal rights. These plans are in addition to your legal rights and do not reduce them. If you buy as a consumer, your rights under the Consumer Rights Act 2015 are not affected, and if you buy at a distance you also have the cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 described in clauses 34 and 47. If you buy for your business, your rights under the Sale of Goods Act 1979 apply as set out in our Terms of Business.
4. Accidental damage. Neither plan covers accidental damage, liquid damage, fire, theft or loss. We do not sell accidental damage protection ourselves, and nothing on our website or in these Terms offers it. If we offer it in future it will be provided by an insurer authorised and regulated by the Financial Conduct Authority, named on our website with its firm reference number, and we will state that we sell the policy and are not the insurer.
5. Which devices. The plans apply only to Tuga A10, W10 and A6 devices sold by us, recorded by serial number on our warranty register at dispatch, and located in the United Kingdom. Each plan is bought per device and matched to that device's serial number. Total Care is available on the A10 and W10 only.
6. Term. Each plan runs for 36 months from the dispatch date shown on your invoice and includes the 12-month warranty already supplied with the device. The term does not restart on repair or replacement, and a claim does not end the plan.
7. When you can buy. Either plan can be bought with the device or within 30 days of dispatch at the published price. From day 31 to the end of month 12 the 3-Year Warranty can be bought only after a remote diagnostic check of each device, which we may decline; Total Care can be bought in that window only for devices joining a Total Care fleet already registered on your account. Neither plan is available after the end of month 12. Total Care is sold to business customers only and requires a minimum of ten covered devices on one account at the time of purchase.
8. Prices and VAT. Prices are shown per device on our website and on your invoice and are the amounts payable at the time of purchase. Destello Tech Ltd is not currently VAT registered, so no VAT is added. If we become VAT registered, VAT will be added to new purchases from that date at the rate then in force; prices already paid do not change. Fleet discounts (3% at 2 units, 5% at 3 to 4, 8% at 5 to 9, 10% at 10 or more) apply to devices and not to these plans, and plan lines do not count toward the discount tier.
9. Working days and hours. A working day is Monday to Friday excluding bank holidays in England and Wales. Our working hours are 08:30 to 17:30 UK time on working days. Anything received outside working hours is treated as received at 08:30 on the next working day. Transit time with the carrier is not counted in our workshop turnaround times.
10. How to claim and remote check. Email support@tugahardware.com or call 01279 912065 with the serial number, a description of the fault and, where possible, a photo, short video or diagnostic report. We respond within one working day under the 3-Year Warranty and, under Total Care, acknowledge within two working hours and start triage within four working hours. Before we accept a claim we may ask you to complete our published remote checklist, which takes no more than 20 minutes. We confirm acceptance by email with a claim number.
11. What the warranty covers. If a covered device fails during the term because of a defect in materials or workmanship, we repair it or replace it with the same or an equivalent Tuga model, at our choice, at no charge. There is no limit on the number of defect repairs during the term. Replacement devices and parts may be new or refurbished to our working standard.
12. Batteries. Under the 3-Year Warranty the battery is covered against defects in materials and workmanship for the full term, like any other part. Normal loss of capacity with age and use is not a defect. Where we measure capacity, it is measured as the battery controller's reported full charge capacity divided by rated capacity, read three times across three full charge cycles, using the Windows battery report on the W10 and our diagnostic app or the Android battery statistics on the A10 and A6. On an accepted battery claim for the W10 we send a new pack with fitting instructions to your UK address by road courier under our carrier's dangerous-goods acceptance; you fit it and take the old pack to a local battery recycling point or hold it for collection with the device at end of life. We never ask you to post a battery to us. A10 and A6: we replace the sealed pack in our workshop and test the seal before return. Capacity loss caused by heat, physical damage or chargers we have not approved is excluded. Clause 26 applies to Total Care.
13. Carriage. On an accepted claim under either plan we pay carriage both ways within the United Kingdom using the prepaid label we provide (Royal Mail Tracked 24 for devices sent to us, a tracked next-working-day carrier for devices we send to you) and, if you ask, the box we provide. If you use your own packaging you are responsible for packing the device so it is not damaged in transit. If you use a different carrier or label, you pay that carriage and transit damage is not covered. For addresses outside UK mainland under the 3-Year Warranty we tell you any extra cost before you send the device.
14. Workshop service level (3-Year Warranty). Within two working days of receiving your device we tell you whether we will repair or replace it and when we expect to dispatch it. Our target is to dispatch the repaired or replacement device within five working days of receipt by tracked next-day carrier. This is a target and not a guaranteed service level. If we cannot dispatch the repaired device within ten working days of receipt, we send a replacement device instead.
15. No fault found and excluded faults. If we find no defect, or the fault is excluded under clause 17, we may charge £35 per device for inspection and return carriage. We tell you before we charge anything, and you may instead ask us for a repair quote. Under Total Care the first two no-fault returns in each contract year are free of charge.
16. Replacements and remaining term. A replacement device or part becomes the covered device or part for the rest of the original term, or for 90 days from dispatch of the replacement if that is longer. The term does not restart. The replaced device or part becomes our property. The plan continues after a claim for the rest of the term.
17. Exclusions. Neither plan covers: damage from drops, impact, crushing, liquid, fire, or water ingress beyond the published IP rating; theft or loss, or devices that cannot be produced for inspection; cosmetic damage that does not affect function, such as scratches, dents and discolouration; normal wear of consumable parts, including seals, straps, styluses, screen protectors and cases, and battery capacity loss through normal ageing, except as clause 26 provides; software faults, operating system updates, apps, data, settings and viruses; faults caused by misuse, modification, use outside the published environmental or electrical ratings, heat damage, use of chargers we have not approved, or repair or opening by anyone we have not authorised; devices with a removed, altered or unreadable serial number or not recorded on our warranty register; loss of data and data recovery, subject to clause 18; devices located outside the United Kingdom.
18. Your data. Back up your data before you send a device to us. We erase and reset storage during service. For business buyers we are not responsible for loss of data or settings on a device sent to us. If you buy as a consumer, we are not responsible for loss of data or settings except where the loss is caused by our failure to act with reasonable care and skill, and nothing in these Terms excludes that liability. Remove SIM and memory cards before sending; we are not responsible for cards left in a device. Under Total Care a swap unit is supplied with your approved image but not with your data.
19. Total Care eligibility and nominated contact. Total Care is available on the Tuga A10 and Tuga W10 to business customers with ten or more Total Care devices on one account at the time of purchase. It is not available on the Tuga A6 or to consumers. If your fleet later falls below ten devices, Total Care continues on the remaining devices for their term. You nominate one site contact who logs claims and receives swap units, battery packs and reports; you may change the contact or a delivery address by email with one working day's notice, and we confirm in writing whether a new address is on the courier's standard next-working-day network under clause 22.
20. Total Care includes the 3-Year Warranty. Clauses 10 to 18 apply to every Total Care device. Clauses 21 to 32 apply only to Total Care.
21. Advance replacement. If we accept a Total Care claim by 14:00 on a working day, we dispatch a swap unit of the same model the same working day on a next-working-day courier service with tracking and declared value. A claim accepted after 14:00 is treated as accepted at 08:30 on the next working day. Acceptance means we have confirmed the serial is on the warranty register and the remote checklist in clause 10 has not cleared the fault. The swap unit is new or refurbished to our working standard, carries your current approved image, is charged to at least 50%, and is supplied as the device only unless the fault is the charger.
22. Delivery service level and planned absence. We deliver the swap unit by the end of the working day after acceptance to addresses on our courier's published standard next-working-day network. We check each delivery address by postcode at onboarding and list the addresses on that network in your fleet schedule. For addresses not on that network, including Northern Ireland, the Scottish Highlands and Islands, the Isle of Wight and the Isle of Man, we dispatch the same working day on the courier's fastest available service with a target of two to five working days, and clause 23 does not apply. If our workshop will be closed for more than two consecutive working days we tell every Total Care site contact at least five working days beforehand, the delivery clock in this clause and clause 23 is suspended for the notified days, and we position swap stock or your customer-held spare under clause 25 before the absence.
23. Service credit. If we miss the delivery service level in clause 22 for an address on the standard next-working-day network, we extend the Total Care term of the affected device by one month for each working day of delay, up to three months per incident, and confirm the extension in writing without you having to ask. This does not apply where the delay is caused by you (including an incorrect or unattended address or a refused delivery), by an event outside the reasonable control of either party under clause 40, or on days suspended under clause 22. This term extension is your only remedy for a missed service level under Total Care. It does not affect your rights in respect of defects in the device itself.
24. Returning the faulty device. Send the faulty device back within ten working days of delivery of the swap unit, in the swap box, using the prepaid label provided. We remind you at ten working days. If we have not received it within 20 working days we may invoice the device at the current list price less your fleet discount; we credit that invoice in full if the device arrives within 30 days of the invoice date. The swap unit becomes the covered device for the rest of the term and the returned device becomes our property. If the returned device shows no defect or an excluded fault, clause 15 applies, and for excluded damage we send a fixed-price repair quote within two working days; you may accept the quote, return the swap unit within ten working days, or buy the swap unit at list price less your fleet discount.
25. Swap pool and customer-held spare. We hold at least one swap unit for every 20 covered devices of each model, with a minimum of two per model, pre-imaged and function-tested. The pool serves defect claims under clause 21 and the month-18 batches under clause 26, and we never schedule more units out of the pool than it holds. If more claims are accepted than swap units are available, we tell you the same working day and dispatch from new stock within three working days, and clause 23 applies to each working day beyond the delivery service level on standard-network addresses. At onboarding we quote one customer-held spare of each model per site at your fleet discount; a spare you buy is held by you ready to issue, is replenished by us within three working days of its use, and is your device cover on days suspended under clause 22.
26. Month-18 battery service. Within a 60-day window centred on month 18 from dispatch we service every covered device's battery, on a schedule agreed in writing with your site contact from month 17. W10: we send a new battery pack for each covered W10 to your nominated site address by road courier under our carrier's dangerous-goods acceptance, consolidated into one consignment per site where possible, with fitting instructions; you fit the pack and take the old pack to a local battery recycling point or hold it for collection with the device at end of life. This is in addition to clause 12. A10: we take a remote capacity reading of every covered A10 using the method in clause 12, through our diagnostic app or through your mobile device management where you allow it. Every A10 reading below 80% of rated capacity receives a workshop battery replacement with the seal tested, in batches: for each batch we send swap units from the pool under clause 21, you return the batch on the prepaid labels in the swap boxes under clause 24, and the next batch is scheduled once the previous batch has been re-batteried, resealed and re-imaged. No batch is larger than the swap units available. Where the number of A10s below 80% exceeds what the pool can cycle inside the window, the schedule is extended by agreement in writing.
27. Pre-imaging. At onboarding you give us your configuration in writing: mobile device management enrolment details, Wi-Fi profiles, approved applications (up to ten per model), naming or asset tag convention and lock screen, or a Windows image you supply for the W10. We build one approved image per model within ten working days of receiving your configuration and sign-off, and ship every new device and swap unit with the current approved image. You may request up to two revisions per model per contract year; we apply each within ten working days. You are responsible for licences and subscriptions for your software and mobile device management and for the content of any image you supply; we do not supply, licence or support them. We keep one copy of your image and instructions for the term and delete them at the end of the term or on your written request.
28. Support desk. We provide phone and email support between 08:30 and 17:30 on working days, acknowledge within two working hours and start work within four working hours. Support covers Tuga devices, their settings, enrolment, fault triage and battery checks, with a pooled allowance of one hour per covered device over the term, shared across your fleet. We tell you when 80% of the pooled time has been used. Hours beyond the allowance are quoted at our published hourly rate and agreed before work starts. We do not support your own software, network or data services.
29. Loan device. You may borrow one Tuga device per account per contract year for up to 30 days to evaluate a new model, software or workflow, subject to availability. We dispatch within five working days of request with carriage paid by us. The loan unit remains our property and must be returned within five working days of the end of the loan using the prepaid label, in the condition received, fair wear excepted. A loan unit that is lost, damaged beyond our exclusions or not returned is invoiced at list price less your fleet discount.
30. Quarterly fleet report. Within 15 working days of each quarter end we send a fleet report listing covered serials, claims, swaps, battery readings taken, service credits applied, and support hours used and remaining.
31. End of life, take-back and erasure. At or after month 36, or earlier when a covered device leaves service, we collect covered devices (and like-for-like devices they replaced) free of charge from your nominated UK address within ten working days of your request, for reuse or recycling in line with the Waste Electrical and Electronic Equipment Regulations 2013. We erase storage using the device's encrypted factory reset or a verified overwrite following National Cyber Security Centre secure sanitisation guidance and NIST SP 800-88 Rev. 2 (September 2025), and within ten working days of receipt we issue a certificate for each serial number listing the model, the storage media, the SP 800-88 method category used (clear or purge), the tool, the verification step, the date and the operator. No erasure method can rule out recovery by a specialist laboratory and the certificate does not say that data is unrecoverable. If you need that level of assurance, ask us to arrange physical destruction of the storage, which we quote separately through a certified destruction partner and record on the certificate.
32. Data processing. When we image or erase a device we act as your data processor under the data processing terms in Schedule 1, which form part of Total Care and refer to our written security statement, published before the first Total Care contract is signed.
33. Transfer. The 3-Year Warranty stays with the device. If you sell or pass the device to another user in the United Kingdom, tell us the new user's details and the warranty continues for the rest of the term. Total Care is personal to the business named on the invoice and may be transferred to another UK business customer only with our written consent, which we will not refuse unreasonably.
34. Cancellation within 30 days. You may cancel the 3-Year Warranty or Total Care within 30 days of purchase for a full refund if you have made no claim and, for Total Care, we have provided no service. If you buy as a consumer you have 45 days from the day of purchase, and we state this right in your confirmation email at the time of purchase, together with the cancellation information and model cancellation form required by the Consumer Contracts Regulations 2013 (the 14-day right to cancel a plan bought at a distance falls within the 45 days).
35. Cancellation after 30 days. After the period in clause 34 you may cancel the 3-Year Warranty at any time by email and we refund the price pro rata for each full unexpired month of the term within 14 days. Total Care runs for its fixed 36-month term after that period and is refundable only where we fail to perform these Terms or by agreement. A Total Care device that leaves service early may be retired into the take-back service in clause 31 at no charge, and Total Care on a device that is stolen or lost may be moved, with our consent, to a replacement device of the same model bought from us.
36. Returned or replaced devices. If you return a device under our 30-day returns policy for business buyers, or cancel a distance purchase as a consumer under clause 47, the plan bought for that device is refunded in full with the device. If a device is cancelled before dispatch the plan is cancelled with it at no charge. If we replace a device under the standard warranty or a plan, the plan moves to the replacement serial under clause 16.
37. Monthly payment. Where Total Care is bundled with devices on a hire agreement through our lease funder, the agreement, the monthly payment and the payment terms are those of the funder and our service obligations under these Terms are unchanged. This route is available only to limited companies, limited liability partnerships and public bodies: hire to an individual, a sole trader or a partnership of two or three persons with payments of £25,000 or less would be a regulated consumer hire agreement under articles 60N and 60O of the Financial Services and Markets Act 2000 (Regulated Activities) Order 2001, and we are not authorised to arrange it. We take no monthly payment ourselves. If the hire agreement ends early, Total Care ends on the same date unless agreed otherwise in writing.
38. Ending Total Care for breach. We may end Total Care for a device with 30 days' written notice and a pro rata refund if the device is used outside the United Kingdom, if swap or loan units are repeatedly not returned, or if invoices under clauses 24 or 29 remain unpaid 30 days after they fall due.
39. Our liability. (a) Business buyers. Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, for fraud, or for anything that cannot be limited or excluded by law. Subject to that, where you buy for your business our liability under each plan is limited to repair or replacement of the device, the services described in these Terms and, under Total Care, the service credit in clause 23; our total liability under or in connection with a plan is limited to the price paid for the plan for the affected device; we are not liable for loss of profit, business, revenue, use or data, or for any indirect or consequential loss; and the remedies in these Terms are your sole remedies for the matters they cover. (b) Consumers. If you buy as a consumer, nothing in these Terms limits or excludes our liability for failing to perform the plan with reasonable care and skill under section 49 of the Consumer Rights Act 2015, or for a device that does not conform to the contract, and your statutory remedies are unaffected. The exclusion of loss of data in clauses 17 and 18 applies to you only where the loss is not caused by our lack of reasonable care. Nothing in paragraph (a) applies to a consumer.
40. Events outside our control. We are not responsible for failing to meet a service level because of an event outside the reasonable control of either party, such as severe weather, strike, public emergency or a general failure of the courier network, but we tell you as soon as we can and meet the level as soon as the event ends. Ordinary delay or loss of an individual parcel by our courier on its standard next-working-day network is our responsibility.
41. Changes. We may improve a service level or add a service at any time. We will not reduce a service level, remove a service or change the price during a term you have paid for. We may change these Terms for plans bought after the change.
42. Complaints. To complain, email support@tugahardware.com or write to our registered office at the address in clause 1. We acknowledge within one working day and reply in full within ten working days.
43. Law. These Terms are governed by the law of England and Wales and the courts of England and Wales have jurisdiction. If you are a consumer living in Scotland or Northern Ireland you may also bring proceedings in your local courts.
44. Standard 12-month warranty. Every Tuga A10, W10 and A6 sold by us carries a 12-month warranty from the dispatch date on your invoice against defects in materials and workmanship, including defects in the battery (normal capacity loss is not a defect). We repair the device, or replace it with the same or an equivalent Tuga model, at our choice, at no charge. The exclusions in clause 17 apply, read with clause 18 for consumers. This warranty is in addition to your legal rights and does not reduce them; the paid plans sit on top of it and never replace or reduce it. Our Terms of Business state this warranty in the same words.
45. Standard warranty service levels. We reply to a warranty request within one working day. Within two working days of receiving the device we tell you whether we will repair or replace it and when we expect to dispatch it. Our target is to dispatch the repaired or replacement device within ten working days of receipt; this is a target and not a guaranteed service level. If we miss it, tell us and we put it right.
46. Standard warranty carriage. Business buyers pay the carriage to send the device to us; we pay the return carriage after a valid repair or replacement. If you buy as a consumer and the device does not conform to the contract, we bear the necessary costs of repair or replacement, including postage both ways, as section 23 of the Consumer Rights Act 2015 requires.
47. Returns and cancellation of a device purchase. Business buyers may return an unused device in its original condition within 30 days of delivery for a refund of the device price. If you buy as a consumer at a distance you may cancel the purchase within 14 days after the day you receive the device under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, whether or not you have opened the box or switched the device on; we may deduct only for handling beyond what is needed to establish the nature, characteristics and functioning of the device. A consumer also has 30 days from delivery to reject a faulty device for a full refund under section 22 of the Consumer Rights Act 2015. The cancellation information and the model cancellation form are in your confirmation email.
48. Set-up help. We give email and phone help with setting up a Tuga device on working days, with a response within one working day.
49. Recycling. On request we take back any Tuga device for reuse or recycling under the Waste Electrical and Electronic Equipment Regulations 2013; you send it to us at your cost, or under Total Care we collect under clause 31. Reuse and treatment information for each model is published on our website within one year of the model first being placed on the market.
Schedule 1. Data processing terms (Total Care). Subject matter: imaging of devices before dispatch and erasure of devices on return or at end of life. Duration: the Total Care term plus 30 days. Nature and purpose: configuration, enrolment, factory reset and verified erasure. Data: configuration data, account identifiers and any personal data held on returned devices. Data subjects: your staff and anyone whose data your staff stored on the devices. We act only on your documented instructions, keep the data confidential, apply the security measures in our written security statement (published before the first Total Care contract and referenced by version in this Schedule), use no sub-processor without your prior written authorisation, assist you with data subject requests and breach notification, delete or return data at the end of the service, and allow audits on reasonable notice.
See also our Terms and Conditions, warranty page and shipping and returns.