What do I need to know about the Arlo Theft Replacement program?
- What is the Arlo Theft Replacement program?
The Arlo Europe Theft Replacement (ATR) program allows the original purchasers of certain Arlo devices connected to paid Arlo subscription plans to qualify for replacements in the event that they are stolen. This is restricted to a one occurrence per user.
- What is an eligible Arlo device?
An “Eligible Device” is an Arlo wire-free camera product (Arlo Wire-Free, Essential wire-free, Pro, Pro 2, Pro 3, Pro 3 Floodlight, Go 2, Pro 4, Pro 5, Ultra, and Ultra 2), Arlo doorbell product (Arlo Essential Video Doorbell Wired, Essential Video Doorbell Wire-Free, Audio Doorbell), Arlo Solar Panel, Arlo Indoor Cameras or Arlo wire-free light product (Arlo Security Light), and the product’s accompanying batteries (if applicable). The Eligible Device must have been purchased directly from an Arlo authorized reseller and may have been bought as brand new or certified refurbished. The Eligible Device must be already be registered under Arlo account by the original purchaser at the time of the theft and will be rendered inoperative when registered as stolen under the ATR program.
- What must I do to request a replacement device under the ATR program?
A. You must be a paying customer when the theft occurred.
B. File a police report and request a copy of the report to provide to Arlo Europe Customer care showing a case number and law enforcement contact within 30 days of the theft. The police report should clearly state the Eligible Device was stolen. The registered owner of the Arlo account using the Eligible Device must be the person who files the police report.
C. Do NOT remove the stolen Eligible Device from your Arlo account until you have contacted Arlo Customer Support.
D. Initiate an ATR claim by contacting Arlo Europe Customer Care within 30 days of the date printed on the police report. You will need to provide Arlo with your Eligible Device and account information, so that Arlo may validate and process your claim. You must have a valid proof of purchase of the Eligible Device from an authorised reseller of the devices to initiate an ATR claim. Your recordings and personal information are protected in the Arlo cloud, as long as your account credentials were not stolen.
E. Once we verify the police report and your ownership of the stolen Eligible Device and account, we will process the replacement provided all documentation has been provided to satisfaction of customer care and you have not previously made a claim in relation to theft replacement. The replacement will be the same or similar make and model as the original Eligible Device, and may be new or refurbished.
F. The theft must have occurred within Europe, and the law enforcement contact on the police report must be in Europe.
- What is not covered under the ATR program?
A. Arlo products purchased from unauthorized resellers including third party sellers on Amazon, eBay, and other marketplaces are not eligible for the ATR program.
B. Arlo base stations, bridges, and Arlo Baby are not eligible for the ATR program.
C. Arlo accessories such as mounts, skins, cables, or power adapters are not eligible for the ATR program.
D. The ATR program does not apply to theft during or upon delivery of your Arlo Eligible Device, or to theft any time prior to the registering the Eligible Device to your Arlo account.
E. The ATR program is not transferable.
Arlo Small Print: The ATR program is a courtesy service provided by Arlo Europe (the “Company”). The Company will determine in its sole reasonable discretion whether a claim under the ATR program meets the eligibility criteria. Arlo Europe’s decisions regarding eligibility and all other aspects of the ATR Program are final and binding. The Company may, at any time in its sole discretion and without prior notice, terminate, cancel, or suspend the ATR Program; alter the requirements of the ATR Program; modify the administration of the ATR Program; or deny ATR claims because of the Company’s reasonable business concerns, including without limitation for suspected fraud and repeated claims by the same person or account. Claims are restricted to one claim per account and per person. Any decision made by Arlo Europe regarding replacement of stolen devices is considered final and binding.
DISCLAIMER AND LIMIT OF LIABILITY: OTHER THAN AS ABOVE, THE COMPANY MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, REGARDING THE ATR PROGRAM. ARLO EUROPE WILL NOT BE RESPONSIBLE OR LIABLE FOR ANY LOSS, DAMAGE, COST, OR INJURY THAT ARISES FROM OR RELATES TO PARTICIPATION IN THE ATR PROGRAM, INCLUDING BUT NOT LIMITED TO: (I) LATE, LOST, DELAYED, DAMAGED, MISDIRECTED, INCOMPLETE, OR UNINTELLIGIBLE CLAIMS; (II) TELEPHONE, ELECTRONIC, HARDWARE, SOFTWARE, NETWORK, INTERNET, OR COMPUTER MALFUNCTIONS, FAILURES, OR VIRUSES; (III) FAILED, INCOMPLETE, GARBLED, OR DELAYED COMPUTER TRANSMISSIONS; (IV) THE USE OR DOWNLOADING OF ANY SOFTWARE OR MATERIAL IN CONNECTION WITH THIS ATR PROGRAM; (V) TYPOGRAPHICAL OR OTHER ERRORS IN THE PRINTING OF THE OFFER OR ADMINISTRATION OF THE ATR PROGRAM; AND (VI) ANY OTHER CONDITION THAT MAY CAUSE THE ATR PROGRAM TO BE DISRUPTED.
RELEASE: TO THE EXTENT ALLOWED BY LAW, BY PARTICIPATING IN THE ATR PROGRAM, EACH ENTRANT RELEASES AND AGREES TO HOLD HARMLESS ARLO EUROPE FROM ANY LIABILITY FOR ANY CLAIMS, COSTS, LOSSES, OR DAMAGES OF ANY KIND ARISING OUT OF OR IN CONNECTION WITH TO THE ATR PROGRAM.