This article deals with the procedure for receiving defective hardware from our shop.
Requests for reimbursement or return of hardware due to:
- Lack of compatibility with third-party software
- Problems during commissioning for reasons other than a present technical defect of hardware purchased from us
are generally rejected after expiry of the prescribed 14-day recall period. If you are unsure which hardware is the right one for your application, we will be happy to advise you on the selection of the right sensors or hardware.
Attention: If you suspect a defect, do not send the device to us until expressly requested to do so by one of our employees. Unauthorized deliveries will not be accepted, but will be returned to you at your own expense.
Before submitting an RMA request, please ensure that you have properly attempted to activate the device. If you need help getting started, we recommend that you first search our support portal.
If a technical defect can be ruled out during the inspection of the device by our staff, we reserve the right to charge you for the resulting expenditure of 150€/h in accordance with our premium support conditions.
If you are convinced your device is misfunctioning or has a technical issue, please provide at least the following information:
- Delivery Note
- Device Name
- Pictures of the device both closed and open
- What did you do before the problem occurred?
- Detailed description of the problem
- What steps have you already taken to fix the problem yourself?
Any additional information will speed up the process and enable us to process your request even more efficiently.
All information must be provided in written form. For example, it is not allowed to provide the DevEUI by only using a picture. Incomplete requests will not be processed.
Send us a ticket or write an email to firstname.lastname@example.org
If you are experiencing issues with multiple devices please send us a seperate request for each device. Tickets with multiple requests will be rejected.
Please be informed that we do not offer any temporary replacements for the time your device is beeing repaired. Thank you for your understanding.