Warranty Information
Warranty & Repair Policy
Effective for all ProtoFrenz heads, head bases, and electronics kits. Last updated August 2026.
ProtoFrenz 90-Day Warranty
Every ProtoFrenz product ships fully tested. We stand behind our work with a 90-day warranty covering manufacturing defects and component failure under normal use — on the whole product, not just the electronics. The warranty applies to Studio, D-Lux, Starter, and Legacy Rewired heads, head bases, and electronics kits.
What's Covered
- Controller board failure not caused by physical damage or user modification
- Display module failure (dead pixels, loss of function)
- Microphone or touch sensor failure
- Fan failure
- Wiring failures from our assembly
- 3D printed shell and part defects — warping, cracking at mounts, or layer separation under normal use
- Visor and magnetic frame defects present on arrival
- Display Upgrade labor (MAX7219 → NeoPixel) — parts billed at cost
What's Not Covered
- Physical damage — drops, crushing, water or liquid damage
- Damage from unauthorized modification or incorrect power supply
- Normal cosmetic wear — visor scratches, shell scuffs
- Parts costs for any repair or upgrade
- Individual accessories sold separately — ears, fins, cheek bubbles, bare matrices
- DIY / third-party builds — but see the Protection Plan below if you built with ProtoFrenz parts
Warranty service is available for ProtoFrenz-sold products only. You'll need your original ProtoFrenz order number when submitting a service request.
Extend Your Coverage
The included 90-day warranty covers you while your build is new. For longer-term peace of mind — or if you built your own head with ProtoFrenz parts — the Product Protection Plan extends your coverage.
ProtoFrenz Product Protection Plan
6-Month Extension — $45 · Coverage to 9 months total from your order date (~$7.50/month)
12-Month Extension — $75 · Coverage to 15 months total from your order date (~$6.25/month)
Coverage stacks on your included warranty and begins at day 91. Available for full heads, head bases, and electronics kit builds. Non-transferable.
Shipping Policy for Service
Warranty Claims (within covered period)
ProtoFrenz covers return shipping on all approved warranty claims. You are responsible for shipping the item to us.
Elective Service — Upgrades, Out-of-Warranty Repairs & Refurbs
You are responsible for shipping both ways. Please include a prepaid return shipping label with your item when you send it in.
If we do not receive a return label within 14 days of repair completion, we will ship your item back and charge a flat return label fee to your original payment method:
How to Submit a Service Request
- Contact us via the support form with your original order number and a description of the issue
- We'll confirm eligibility and send you shipping instructions — do not send anything before receiving instructions
- If you're sending in a full head, strip it down to the base before shipping — remove ears, fur, cheek bubbles, and any personal accessories. ProtoFrenz is not responsible for damage to or loss of accessories not part of the original ProtoFrenz build.
- Pack the item securely and ship to the address provided
- Turnaround is typically 1–2 weeks from receipt
Questions about your specific situation? Message us before sending anything in — we're happy to advise.