Two Year Warranty

Every OSM X1, in every tier, is covered for two years from the date it is delivered to you. The warranty covers manufacturing defects and hardware failure under normal domestic use.

• A box that will not power on, or restarts on its own.
• A port that stops working — HDMI, LAN, USB, optical, AV or the microSD slot.
• Wi-Fi or Bluetooth radios that fail or degrade.
• Storage or memory faults, including a box that will not complete an update.
• The supplied remote, power adapter and HDMI cable, on the same two year term.
• Cosmetic defects present on arrival, such as a cracked housing or a misaligned cover.

• Accidental damage: drops, crushing, liquid ingress, or a port damaged by force.
• Damage from a power supply other than the one supplied, or from a surge event.
• Units opened or modified by anyone other than an OSM service centre.
• Software problems caused by sideloaded applications or a modified system image.
• Normal wear, such as scuffing on the housing or fading print on the remote.
• Loss or theft — that is a matter for your household insurance.

If we determine a fault falls outside the warranty we will tell you what it would cost to repair before doing any work, and we will return the unit free of charge if you would rather not proceed.

Roughly half of the faults reported to us turn out to be a setting, a cable or a network. Five minutes of checking saves you a week without a television.

1. 1Try the HDMI cable that came in the box, in a different port on the television.
2. 2Power-cycle: unplug the box for thirty seconds, then plug it back in.
3. 3If it is a streaming problem, work through the buffering guide before assuming the hardware failed.
4. 4If it is a remote problem, fit fresh batteries and re-pair before claiming.
5. 5Factory reset the box. If the fault survives a reset, it is hardware.

1. 1Email support@osmx1.com with your order number and a short description of the fault.
2. 2Include a photo or a short video if the fault is visible — it often skips a round of questions.
3. 3We reply with a claim reference and a prepaid return label, normally the same business day.
4. 4For faults confirmed by our first reply, we dispatch the replacement immediately rather than waiting for the faulty unit to arrive.
5. 5Send the faulty unit back within fourteen days of receiving the replacement, using the prepaid label.

This warranty is a commercial guarantee given voluntarily by OSM. It is in addition to, and never a replacement for, the rights you hold under the consumer law of your own country.

EU and EEA

A two year legal guarantee of conformity applies to goods bought from a trader, under Directive (EU) 2019/771.

Ireland

The Consumer Rights Act 2022 applies in addition to this warranty.

Switzerland

Statutory warranty rights under the Swiss Code of Obligations apply.

New Zealand

The Consumer Guarantees Act 1993 applies and cannot be excluded for consumer purchases.