Kilter Board - Warranty Information

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Kilter Board LED Warranty and Replacement Policy

At Kilter, we are committed to providing high-quality products and exceptional customer service. This policy outlines how we handle LED troubleshooting, warranty claims, and replacements to ensure a fair and efficient resolution for all our customers.

We recommend each gym with a Kilter Board have a person who is their “Kilter Board contact” who can work with the Kilter tech to answer any set up questions, troubleshoot, replace parts if needed, and be responsible for the ongoing health of the LED kit. This person should register the LED kit when received.

Warranty Coverage

  1. Standard Warranty:

    • LED kits for Kilter Boards are covered under a one-year warranty against defective parts starting from the date of delivery to the customer

    • Registered kits get an additional 6 months of warranty

    • Be aware that the warranty process starts with troubleshooting and may require customer-supported testing, LED replacements, calls with a Kilter tech, and other assistance. See “Customer Support” below for more information.

    • All Kilter Light Kits are tested before being sent out

  2. What is Covered:

    • Manufacturing defects or manufacturing-based functional issues with the LED strands, controller box, power supply, or connectors

  3. What is Not Covered:

    • Damage caused by improper installation, unauthorized modifications, smashing, crushing, stepping on, whipping around, screw damage, or other mishandling

    • Normal wear and tear or cosmetic issues that do not affect function

    • LEDs older than 12 months from the date of delivery (18 months for registered kits)

    • Damage due to the electrical system in the building, power surges, and similar

    • Repeated similar requests for replacements without adequate customer troubleshooting and repair assistance

Customer Support

Kilter techs will provide customer support via email, phone, and/or video to help identify issues and solutions for all Kilter Boards even after the warranty period is up. This process may require customer work including troubleshooting, LED replacement, strand replacement, software updates, testing power, testing parts, taking and sending photos and video, and installing replacement parts. Depending on warranty status and issue cause/s, customer may be responsible for purchasing replacement parts and/or paying shipping costs.  Please email help@kiltergrips.com 

Troubleshooting Process

When an issue crops up, we ask all customers to follow these steps to identify and potentially resolve the issue:

  1. Verify Power Supply: Ensure the power supply is working.

  2. Check Connections: Ensure all cables, connectors, and power sources are securely attached in the right slots.

  3. Check App/Controller Set Up: Make sure the app is set up for the correct wall configuration and/or location and connected via bluetooth to the correct controller box

  4. Troubleshoot: Here is a Troubleshooting PDF to help you with any other issues

  5. Need More Help? Solved it with our PDF? Please fill out this LED Troubleshooting Form, even if you fixed the problem, so you have a ticket # and we have a record of the issues on your wall and can further assist if needed.

Replacement Policy

  1. Within Warranty Period/Covered:

    • Customers are responsible for helping troubleshoot and may need to perform part replacements using the provided spare LEDs, spare full LED strands, or other components

    • If troubleshooting fails and the issue is confirmed to be a defect, we will replace the defective components free of charge

    • Shipping costs for warranty-approved replacements will also be covered

    • Customer is responsible for installation

    • Kilter techs are available to provide remote support

  2. Out of Warranty/Not Covered:

    • 100px LED Strands

    • 50px LED Strands

    • Controller Box

    • 5 Spare LEDs

    • Power Supply 

    • Connector Wires

    • Wire Strippers

    • Electronics Screwdriver

    • Troubleshoot with us to determine the likely cause of the issue

    • Replacement components can be purchased on our website as needed: 

    • Shipping costs apply

    • Customer is responsible for installation

    • Kilter techs are available to provide remote support

Replacement Process

If you have been through troubleshooting and determined you need replacement parts, please:

  1. Email us at help@kiltergrips.com with your Troubleshooting Form ticket # (this will be emailed to you once you fill out the LED Troubleshooting Form)

  2. Our team will review your case and respond with next steps, usually within 3 business days

  3. Kilter techs will help you problem solve, if needed ship replacement components or provide purchase options for out-of-warranty items, and provide remote installation support

We appreciate your understanding and cooperation as we work to ensure your Kilter Board LED system performs at its best! For additional questions, please reach out to us at help@kiltergrips.com.