Warranties & Returns

Liberator Communications Canada Standard Full-Service Warranty Coverage

Standard Warranty

Every LCC product is sold with the sincere intent to enable uninterrupted, spontaneous communication. Products sold by LCC are designed for optimum reliability within the environments they serve. In the unlikely event service is required, LCC promises to send your device to PRC/Saltillo for repair with the minimum amount of paperwork and inconvenience.

LCC’s standard two-year warranty coverage includes:

• Unlimited access to our toll-free technical service experts
• A free loaner device to use while your device is being repaired
• Free shipping to and from PRC/Saltillo for repair
• Device repair, including batteries, or replacement, at no charge for product defects occurring from normal and intended use
• Two no charge repairs for accidental damage
• The standard warranty does not cover damage from acts of nature, theft or loss

• Please contact your third-party payer to inquire on coverage for extended warranties or repairs.
• Warranty covers all standard products purchased from LCC.
• Non-standard products are not covered under LCC warranty. Non-standard products are purchased as a service to our clients who desire a single funding submission and have special accessory requirements. They do not have LCC part numbers and usually require special quote arrangements with LCC.
• Third Party products, sold by LCC, are covered only under their OEM (Original Equipment Manufacturer) warranty. LCC will facilitate support for these products limited to the OEM’s warranty period. Most OEM’s offer a one-year warranty. 3rd party items are subject to change without notice, examples include:

• Customers are responsible for LCC Loaner equipment. Acts of nature, accidental damage, loss or theft are the customer’s responsibility, billed at repair/replacement value.
• The LCC Loan pool does not include some accessories and/or custom components. LCC will make every effort to match a same or better loaner device to the client’s original configuration to enable comparable access and communication.
• Loaner devices are shipped within five (5) business days.
• Devices returned for warranty repair must be shipped in appropriate packaging to prevent additional shipping damage. Appropriate packaging is defined as: a rigid box, not flexible, and must have at least 1.5” of padding between the device and the inner container walls in all directions. We strongly suggest keeping the original packaging for potential future use. LCC can provide packaging for a nominal fee.
• Accidental damage is defined as: device failure due to an accidental drop, liquid or foreign matter ingress or incidents other than acts of nature in which the device must be returned to PRC/Saltillo Service to restore client usability. Damage caused by high force or ingression will be considered an accidental damage repair, even if the physical damage is internal only, and not externally visible. If internal damage only, pictures will be taken of the damage and shared with the client along with the accidental damage repair notification.
• Client repairable damages are not considered an accidental damage repair. If the device is in warranty LCC will ship client replaceable parts at no cost. Common replaceable parts include: handles, stands, touch guides, keyguards, keyguard frames, and Freedom switches.
• Damage resulting from theft, loss or perils and acts of nature which include but are not limited to tornadoes, earthquakes, floods, fires and hurricanes are not covered.

Technical Service Support

For PRC products:

• Phone: (800) 262-1990
  • Monday-Friday, 8 a.m. – 7 p.m. ET: Your call will be answered by the first available technical service representative (TSR).
  • Saturday-Sunday, 1 p.m. – 5 p.m. ET: Your call will be returned by a remote technician; a person who uses a PRC product. Remote technicians are fully trained and happy to assist you.
• E-mail: service@prentrom.com
  • Please include your name, phone number, address and the product name and serial number in your correspondence.
• Chat: Available from 8 a.m. – 4 p.m. ET. www.prentrom.com/chat

For Saltillo products:

• Phone: (800) 382-8622 option 1
  • Monday-Friday, 8 a.m. – 5 p.m. ET: Your call will be answered by the first available technical service representative (TSR).
• Email: service@saltillo.com
  • Please include your name, phone number, address and the product name and serial number in your correspondence.
• Chat: Available from 8 a.m. – 5 p.m. ET. saltillo.com/livechat

Liberator Communications Canada Return Policy

You have 45 days from the date of shipment to contact LCC regarding an item(s) being returned. A return authorization number will be issued. You have 15 days from the date of the call to return the item(s) for a full refund. The refund will be issued to the paying source. LCC will use their discretion to accept any returns beyond the initial notification of 45 days. A restocking fee will apply.