How is warranty handled for overseas customers?

General
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Hi ChessUp community, I am wondering how warranty items are handled, in particular in regards to people outside of the US. My board is faulty and requires repair/replacement. I have made contact with the support team and am awaiting a response having provided photo and video evidence of the fault. Can anybody tell me how long the warranty process generally takes and what it entails for those of us outside of the US? I think the board itself is great, and am itching to get back to playing chess on it.

Thanks in advance for any helpful replies.:slightly_smiling_face:

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Good question — that’s a really helpful topic for many ChessUp owners, especially those of us outside the US. :globe_showing_europe_africa:

From what I’ve seen in previous cases, the ChessUp team handles all warranty claims through their main support channel at info@bryghtlabs.com, regardless of location. Once they’ve reviewed your photo and video evidence, they’ll confirm the next steps — typically a repair or replacement depending on the issue.

For customers outside the US, the process is mostly the same, though shipping times can vary depending on the region and customs. Bryght Labs usually covers the replacement itself, while international customers may occasionally handle the return-shipping side if the board needs to be sent back for inspection.

Based on past user reports, the review process usually takes a few days once all details are submitted, and full resolution can take around 1–3 weeks depending on distance and shipping speed.

You’ve done exactly the right thing by sending photo/video proof early — that’s what helps the support team verify your claim quickly. :+1:
Hopefully you’ll hear back soon so you can get back to playing! :chess_pawn:

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Thanks for the response. Just a quick update… the work of the support team is exemplary, they have been swift in dealing with my problem and I am now looking forward to a new board arriving to my home, with tracking already available. Post sale customer service is important to me and companies that provide it deserve to be supported so kudos ChessUp!

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That’s great to hear, Rikko — really glad it worked out smoothly! Thanks for sharing the update; this will help others who run into similar cases.

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Are you getting a new board or a refurbished board?

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I second that. My board came broken right from the box. I sent a video and a an error report, and Veronica, the Queen of Support, arranged having sent a new board.straight away. Was a longer wait, I’m living on a small Spanish island, and they send it from the Netherlands, but the process was exemplary.

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I got a new board. it arrived yesterday.

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