ZOLEO Limited Lifetime Device Warranty

Make a Warranty Claim

ZOLEO Warranty Terms and Conditions

Last updated: July 29, 2026

1. Two-Year Limited Warranty — normal use and firmware 

ZOLEO products are warranted to be free from defects in materials or workmanship exclusively for the original owner for two (2) years from the date of purchase. ZOLEO will, at its sole option, repair or replace (with new, rebuilt, or refurbished) any components that fail in normal use at no charge to the Customer. 

"Normal use" means operation in accordance with the product's user manual and includes performing software and/or firmware updates within a reasonable timeframe after updates are made available. Failure to perform these updates may invalidate this warranty. 

ZOLEO reserves the right to deny warranty claims if the product has been obtained and/or used in violation of the laws of any country in which it is used, or has not been properly maintained and/or updated regularly (e.g., firmware updates) by the Customer. 

This limited warranty does not apply to, and ZOLEO is not responsible for, any degradation in performance of ZOLEO products due to their proximity to any electronic or electrical product that utilizes terrestrial broadband network operating frequencies that are close to any Global Navigation Satellite System (GNSS) such as Global Positioning Service (GPS). Use of similar devices may affect reception of GNSS signals. 

Repaired or replaced products (under the standard 2-Year Limited Warranty) have a warranty of 90 days or until the expiration of the original 2-year limited warranty, whichever is longer.

2. What is the ZOLEO Limited Lifetime Device Warranty? 

The ZOLEO Limited Lifetime Device Warranty is a battery and device coverage program available to subscribers who maintain a qualifying ZOLEO service plan. It extends beyond the standard 2-Year Limited Warranty to cover battery-related failures for as long as the customer remains an active subscriber — providing peace of mind across the lifetime of their device and subscription.

What the program covers 

Battery failure 

Degradation, failure to hold charge, power loss from extended non-use or storage, and battery-related power issues— beyond the standard 2-year warranty period. 

Replacement device 

ZOLEO will provide a fully repaired, factory refurbished, or equivalent replacement device. 

Shipping 

Advance replacement shipped at no cost to the customer. Exception: customers in regions where ZOLEO is not sold commercially are responsible for prepaid shipping costs. 

Exclusions 

Cosmetic damage, physical damage, customer-caused damage, accessories, acts of nature, particulate ingress (dust, sand, liquid), tampered products or use outside the product manual.

Eligibility and claim rules 

  • Subscriber must hold an active ZOLEO service plan or Pause at the time of the claim. 
  • Account must be in good standing: no outstanding balance, no disputed charges in arrears, and no active fraud investigation. 
  • Maximum of two (2) battery replacement claims per device serial number, lifetime. 
  • Claims submitted for devices previously reported as lost or stolen will be denied. 
  • The warranty applies to the original purchaser only and is non-transferable. 
  • All warranty claims are subject to evaluation by ZOLEO and will determine, at its reasonable discretion, whether the product is eligible for warranty service.

Qualifying subscription — coverage by stage 

The ZOLEO warranty program operates in two tiers. The standard 2-Year Limited Warranty provides baseline coverage from date of purchase — no tenure requirement applies. The Limited Lifetime Device Warranty extends that coverage beyond year two for subscribers who have maintained a qualifying subscription. The 12-month tenure window is a condition for lifetime extension, not a gate on early or in-warranty claims.

  • Months 1–24 Coverage: Standard 2-Year Limited Warranty
    What's Covered: Defects in materials and workmanship, including the battery
    Tenure Required: No — active plan only
  • Month 25+ (after the 2-year warranty)
    Coverage: Limited Lifetime Device Warranty
    What's Covered: Battery failure only (maximum of 2 claims per serial number)
    Tenure Required: Yes — 12 consecutive months of active service

Active plan months 

All months on active or paused plans count toward the 12-month qualifying window. 

Warranty lapse on cancellation 

A subscriber who fully cancels their plan loses active warranty coverage. Coverage does not resume automatically on reactivation — the subscriber must re-qualify by accruing a new 12 consecutive months of qualifying tenure.

Legacy plans 

Subscribers on legacy plans retain their current plan terms and pricing until they voluntarily change plans. Their warranty eligibility is as follows: 

Any subscriber on an active or legacy plan is eligible for the Limited Lifetime Device Warranty on equal terms. There is no distinction in coverage between current plans and legacy plans — the program applies uniformly across all plan types, current and legacy.

Warranty on replacement devices 

When a replacement device is issued under this program:

  • The replacement carries a 90-day limited warranty, or the remainder of the original device’s standard 2-year warranty, whichever is longer. 
  • The Limited Lifetime Device Warranty benefit does not transfer to the replacement unit on the 90-day term alone. To maintain lifetime warranty coverage on the replacement device, the subscriber must continue their qualifying service plan without cancellation. 
  • Subscribers who remain on an active or paused plan through and beyond the 90-day replacement period retain their Limited Lifetime Device Warranty on the replacement device, subject to the remaining claim allowance (max 2 claims per original serial number).

End-of-Life and sunset clause 

When a ZOLEO device model is discontinued (End of Life), the following applies: 

Equivalent substitution 

ZOLEO reserves the right to fulfill warranty claims with a device of equal or greater functionality when the original model is no longer available in inventory.

How to make a claim 

  • Submit a Return Merchandise Authorization (RMA) at zoleo.com/warranty-replacement-claim. 
  • Proof of purchase is required. 
  • Once approved, a replacement device will be shipped in advance of the return of the original unit. 
  • The original unit must be returned within 30 days of the courier-confirmed delivery date of the replacement. Failure to return will result in a No Return (NR) charge based on region. 
  • A No Fault Found (NFF) fee of up to the regional amount below may apply where no defect is found.

Regional Fee Schedule – Non-Return (NR) and No Fault Found (NFF) Charges

  • EU Non-Return (NR) Fee: $90 No Fault Found (NFF) Fee (up to): $40
  • UK Non-Return (NR) Fee: $80 No Fault Found (NFF) Fee (up to): $35
  • Canada (CA) Non-Return (NR) Fee: $150 No Fault Found (NFF) Fee (up to): $70
  • United States (US) Non-Return (NR) Fee: $110 No Fault Found (NFF) Fee (up to): $50
  • Australia (AU) Non-Return (NR) Fee: $165 No Fault Found (NFF) Fee (up to): $75

Legal disclaimer and warranty scope 

ZOLEO Inc. ("ZOLEO") gives this express warranty (along with extended warranty endorsements, where applicable) in lieu of all other warranties, expressed, implied or statutory, including (without limitation), warranties of merchantability and fitness for a particular purpose. This constitutes ZOLEO's sole warranty and obligation with regards to its products, and provides the Customer's sole remedy, except where other legal rights may exist in their country, state, or province of residence. 

To the maximum extent permitted by applicable law, ZOLEO expressly disclaims all liability and responsibility for any special, indirect, or consequential damages or any further loss of any kind whatsoever resulting from the use of the product. The Customer's sole and exclusive remedy and the limit of ZOLEO's liability for any loss whatsoever shall not exceed the purchase price paid by the Customer for the product to which a claim is made. 

ZOLEO will not accept responsibility for any invoiced goods or services that are not covered by a ZOLEO written purchase order, invoice, or receipt from ZOLEO or a ZOLEO-authorized reseller. Under no circumstances does ZOLEO agree to pay for labor or other related expenses associated with the troubleshooting and/or repair of the product without prior specific written authorization. 

These Limited Warranty Terms and Conditions may be modified from time to time at ZOLEO's sole discretion. For more information about the terms applicable to ZOLEO Products and Services, please consult the ZOLEO Service Terms and End User License Agreement (EULA).

Unactivated products purchased within 90 days 

ZOLEO products purchased within the past 90 days that have NOT been activated should be returned to the original retailer in their original packaging for an exchange or refund. Do not submit an RMA for unactivated devices — return to place of purchase. 

Australia customers

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

EU/UK and other customers 

Customers in the European Union, United Kingdom and other countries where ZOLEO is made available for sale may have additional rights under local consumer protection laws, which are not affected by this warranty.

Contact information 

ZOLEO Inc. is located at 7A Taymall Avenue, Toronto, Ontario M8Z 3Y8, Canada. In North America, call +1.647.559.2626. For Asia Pacific, Australia, and New Zealand, call: +61 3 8588 4550. Additional contact numbers may be found at www.zoleo.com/contact-us.