Yubico Product Policies

YUBICO PRODUCT POLICIES

This webpage contains policies applicable to certain Yubico Products. Please review this webpage carefully to understand the policies and how they affect your Yubico purchase.

Yubico reserves the right at any time and at its own discretion to update these policies as they apply to future purchases of Products by publishing new versions on this webpage.

Custom Branding

Custom Branding Disclaimer

As part of Yubico’s standard offerings, Products are prepared for shipment using generic external packaging (no Yubico or Customer brandings on the packaging) for risk mitigating purposes including but not limited to concealing the type of Product included in the external package (i.e., authentication token) as well as preserving the identity of the purchasing entity. Customer is requesting that Customer’s branding be included and visible on packages and/or on the actual Products. Customer acknowledges and agrees that including branding on packages and/or the Products may result in increased risk, particularly if an unintended recipient obtains a package. Customer shall bear the risk of shipments utilizing Customer branding whether on the packaging or on the Products. Yubico shall not be held liable or responsible for any losses incurred arising from the usage of Customer branding on such packaging or Products

Deposit Arrangement Terms

If Customer and Yubico have arranged for Customer to be on a deposit payment program, then Customer shall pay an upfront deposit corresponding to the estimated Product, shipping and tax related fees. Upon execution of the applicable Order Form, Yubico will issue a pro-forma invoice corresponding to the value of the Product and estimated shipping and tax charges and Customer shall pay such deposit on net 30 payment terms using ACH/EFT or wire transfer.

Yubico will invoice Customer monthly or as shipments are made, as applicable, but draw payment from Customer’s deposit. If the invoice amount exceeds the deposit, Customer shall remit payment for the additional amount as invoiced. Customer understands and agrees that the deposit is based on estimated values and that actual invoiced tax rates and shipping fees may deviate from the original estimated value remitted as a deposit.  If any amount of the deposit remains after the first 12 months, the balance shall be applied to pay for Products, shipping, and tax charges in subsequent years, as applicable. 

After the first 12 months, if Customer has a Product Subscription with annual billing, then Yubico will issue invoice(s) for payment for Product fees and related taxes for subsequent Subscription years (standard invoice and not pro-forma) at the beginning of each respective subscription year, including each year of a renewal term.  Any subsequent shipment fees (such as for shipment of replacement stock) and related taxes are invoiced on Yubico’s standard post-pay terms. If any deposit balance remains after Customer ceases to be a customer of Yubico, then Yubico shall refund any remaining balance to Customer.

YubiEnterprise Delivery  

RMA Policy 

This YubiEnterprise Delivery RMA Policy (the “Policy”) describes the policy around Yubico’s Enterprise Return Merchandise Authorization (“RMA”) process specific to its YubiEnterprise Delivery Services (“YED”). At this time, this Policy does not cover any Product (as defined in the Yubico Sale and License Agreement”) bought through the Yubico e-commerce platform, third-party retailers or marketplaces, or through channel partners outside of the YubiEnterprise Console (the “Console”). 

For the avoidance of doubt, this Policy does not cover general Product returns i.e., customers wishing to cancel a purchase. Such return situations are not enabled through this Policy. Except limited rights available to a private person (non-business) who has purchased directly from Yubico’s online webstore, Yubico does not accept general Product returns.

A note on the word “refund” as it applies in this Policy: 

A YED refund implies that the Product was shipped on behalf of the customer is now returned back to the Console, i.e., refunded back into the customer’s available inventory. 

A YED refund is NOT a monetary transaction and has no relation to a Sales Order, purchase, transaction or payment.

A YED refund means that,:

  • (i)  the Product is now back into the customer’s Console inventory, 
  • (ii) a reverse line entry on the Product taxes/VAT, and/or shipping taxes/VAT is now available in the CSV file for the Yubico Finance team to process at the end of the month. 
  • (iii) there is no “money” or other form of payment returned to the customer. 

YED RMA Policy

A] Shipping and Logistics
  1. Shipments Lost in Transit:
    1. A shipment is deemed lost when any of these following conditions are true: 
      1. Carrier confirms the shipment is lost
      2. Status shows In-Transit for more than 4 weeks for United States/Canada, EMEA shipments OR status shows In-Transit for more than 12 weeks for rest of world (“RoW”) shipments 
    2. Customers can request RMA claims for these shipments within a period of 6 months beyond the date of the shipment. Beyond that time period, no claims will be processed.
    3. For all shipments that are lost in transit as a direct cause of Yubico or its fulfillment partners, Yubico shall refund the Product(s) shipped back into the customer’s inventory, revert the associated Product taxes/ VAT calculated (if any) as well as refund the shipping charges and associated shipping taxes/VAT (if any). 
    4. The customer can also request Yubico, via customer support, to create and process a replacement shipment to the original intended recipient one-time only. The customer always has the choice to log into the Console and create a new shipment themselves. 
    5. This is applicable only to shipments that go through the normal address validation in the Console. If the recipient address is flagged as “Incomplete / Undeliverable”, and the customer insists on overriding the address validation check (via written confirmation through CSRs/CSMs), then Yubico is not responsible for that shipment if it is lost in transit. In such a scenario, Yubico will not refund the Product, nor will Yubico refund the Product fees, shipping fees, and applicable taxes and/or VAT. 
  1. Shipments Undeliverable / Refused / Returned to Sender:
    1. A shipment is deemed Undeliverable / Refused / Returned to Sender when any of these following conditions are true: 
      • Carrier confirms the shipment is Undeliverable / Returned / Returned to Sender
      • Shipment is received back at Yubico or our fulfillment partner warehouses 
    2. Customers can request RMA claims for these shipments within a period of 6 months beyond the date of the shipment. Beyond that time period, no claims will be processed.
    3. For all shipments that are processed by Yubico or its fulfillment partners and are either “Refused by Recipient” or “Undeliverable” or “Returned to Sender” by the recipient, Yubico is deemed to have fulfilled its shipment responsibility. Accordingly, customer acknowledges that requests for refund of Product or shipping fees will be generally denied. 
    4. For any shipments that are successfully retrieved back to Yubico, Yubico, entirely on its own discretion, may choose to return Product back into customer’s inventory and refund associated Product taxes/VAT. 
    5. The Customer acknowledges that generally, most returned Products are discarded (and not reissued or returned to Yubico’s inventory) at the fulfillment centers to ensure product integrity.
  1. Yubico Shipping /Handling Issues :
    1. These include any shipment processing errors that are root-caused to be Yubico processing errors, e.g.,
      • Yubico ships wrong product type
      • Yubico ships wrong product quantity 
      • Yubico ships to an incorrect address (address label is not what the customer provided), etc. 
    2. Customers can request RMA claims for these shipments within a period of 6 months beyond the date of the shipment. Beyond that time period, no claims will be processed.
    3. In these scenarios, upon valid customer RMA request, Yubico shall bear responsibility to correct the issue. 
    4. Yubico will refund the Product(s) shipped back into the customer’s inventory, revert the associated Product taxes/ VAT calculated (if any) as well as refund the shipping charges and associated shipping taxes/VAT (if any). 
    5. The customer can also request Yubico, via customer support, to create and process a replacement shipment to the original recipient or the customer can log into the Console and create a new shipment themselves. 
    6. The inventory refund and Product taxes refund is proportional to the actual error and may be a partial refund. 
B] Product Warranties / Replacements 
  1. Product Warranty Claims:
    1. Yubico’s limited Warranty Period is one year from the date of purchase for perpetual-licensed Products and during the Subscription Term of the subscription for Subscription Products as described in each Product’s applicable terms and conditions.
    2. Pursuant to the applicable terms and conditions, Customers can request RMA claims for these shipments within the Warranty Period beyond that time period, no claims will be processed.
    3. For all Products that are under Yubico warranty, customers can request RMA via Customer Support. If Customer Support determine the Product needs to be replaced due to defect, they can process a RMA transaction via the Console. 
    4. For such a Product replacement, Yubico shall refund the product(s) shipped back into the customer’s inventory and revert the associated product taxes/ VAT calculated (if any). This Product refund back to Customer’s inventory may be a partial refund, i.e., only the defective Products out of the shipment are refunded. 
  2. Customer-caused Replacement Requests:
    1. Yubico Customer Service also receives various requests to replace shipped products reasons such as:
      1. The customer accidentally requested shipment of the wrong form-factors and requests replacements
      2. The customer accidentally ships multiple YubiKeys to the same address and wants to cancel in-flight shipments that have not yet shipped. 
      3. Customer wants to change a shipment order to update number of keys requested (before and after it has shipped)
      4. Customer wants to cancel a shipment order they have placed (before and after it has shipped)
      5. Customer wants to cancel a “Normal” shipment and ship another shipment as “Expedited”
      6. Customer has accidentally shipped from the wrong inventory bucket (Replacement stock instead of Initial stock) and wants to correct that in the Console

In all these scenarios, customer acknowledges that Yubico does not bear responsibility for the errors and is not obligated to take any action or provide any remedy. Yubico using its discretionary judgment, may elect to work with the customer to attempt to resolve their concerns.