Warranty & RMA

Information about EpiSensor's product warranty coverage and the return merchandise authorisation (RMA) process.

Standard Warranty

EpiSensor offers a 2-year standard warranty on all hardware products from the date of delivery. This warranty covers defects in materials and workmanship under normal use and operating conditions.

During the warranty period, EpiSensor will, at its sole discretion, repair or replace any product that proves to be defective at no charge to the customer. Replacement products may be new or refurbished and will be warranted for the remainder of the original warranty period.

Warranty Exclusions

This warranty does not cover damage or failure resulting from:

  • Physical damage — including damage caused by drops, impacts, water ingress, or exposure to conditions outside the product's specified operating environment;
  • Misuse or improper installation — including use of the product in a manner inconsistent with the provided documentation or specifications;
  • Unauthorised modification — including any repair, alteration, or modification performed by anyone other than EpiSensor or an EpiSensor-authorised service provider;
  • Normal wear and tear — including cosmetic deterioration that does not affect product functionality;
  • Force majeure events — including damage caused by lightning, power surges, flooding, or other events beyond reasonable control.

RMA Process

If you believe your EpiSensor product is defective and covered under warranty, please follow these steps:

  1. Contact Support — Email support@episensor.com with a description of the issue and the device serial number (found on the product label).
  2. Receive RMA Number — Our support team will assess the issue and, if an RMA is warranted, will issue an RMA number along with return shipping instructions.
  3. Ship the Product — Pack the product securely and ship it to the address provided. Please include the RMA number on the outside of the packaging. The customer is responsible for return shipping costs unless otherwise agreed.
  4. Repair or Replacement — Once received, EpiSensor will inspect the product and either repair or replace it. We aim to process all RMA returns within 10 business days of receipt.

Important: Do not return any product without first obtaining an RMA number. Products returned without a valid RMA number may be refused or delayed.

Out-of-Warranty Repairs

For products outside the warranty period, EpiSensor may offer repair services on a chargeable basis. Please contact support@episensor.com for a quote.

Contact

For all warranty and RMA enquiries:

EpiSensor Support
Email: support@episensor.com