My device arrived damaged. What do I do, and what are the warranties?

If your Safe Family Device arrived damaged or isn’t working right out of the box, don’t worry — you’re covered by our 1-Year Limited Warranty. 

What’s covered by the warranty?

Your Safe Family Device is protected against manufacturing defects in materials or workmanship for 1 year from the date of purchase.

If your device needs to be repaired or replaced under warranty:

• The replacement/repaired device will have a 90-day warranty or the remainder of your original warranty period — whichever is longer.

What’s not covered by the warranty?

The warranty does not apply if the issue is caused by:

• Physical damage (mishandling, accidents, improper use)
• Cosmetic damage (scratches, dents, nicks)
• Water damage (beyond the device’s specified resistance)
• Consumable parts (like batteries, unless defective due to workmanship)
• Unauthorized repairs, alterations, or modifications
• Expired warranty (after 1 year from purchase)
• Acts of nature or external causes (accidents, flood, fire, etc.)
• Any accessories for the Safe Family Device

How do I claim the warranty for a damaged device?

If your device is damaged and you would like to claim the warranty, please follow the process below, and our team will be more than happy to help!  

1. Please reach out to our Greenlight Customer Support team at support@greenlight.me. In your email, please include the following:

• Proof of purchase (receipt or invoice) / Order number
• Serial number (this will be located on the back of your Safe Family Device)
• A short description of the issue
• Any photos you may have of the device/damage
• Your current shipping address

2. Our support team will review your claim and guide you through the next steps, such as repair or replacement.
3. If the damage is covered under our warranty, we’ll send you instructions on how to return the device to us and cover the shipping costs for returning the device.

How long does it take to process a warranty claim?

Great question! Once we receive all of the requested information, our warranty claim process typically takes about 7–14 business days to process. 

Please review our Warranty and Return Policy for full details!