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Device Warranty Claim

If you suspect a device malfunction, please first try to verify the issue and follow our troubleshooting tips available in our Help Center.

If the device indeed meets all the criteria for a warranty claim, contact us by phone at our customer support, by email, or through the chat feature in your sales app or web administration. We will be happy to guide you through the claim process.

Claim Process

First, we will send you a replacement device that you can use during the claim process. Afterward (1-2 business days), a courier will pick up the device for repair. Please pack the device carefully in a box.

Shipping may take longer during peak times, such as the Christmas holidays, when the delivery service is highly busy.

Once we receive your claimed device, we will send it to service for repair. If the claim is accepted, we will inform you about the repair and the date when we will send the repaired device back to you. After sending the repaired device, we will arrange the pick-up of our replacement device, and the claim will be resolved.

If it turns out that the issue does not fall under the warranty conditions, we will contact you with a cost estimate for the repair, which you can either approve or decline. If declined, the repair will be considered out-of-warranty.

Warranty

We provide a standard 24-month warranty. The warranty period starts from the purchase date.

According to our terms and conditions, the warranty does not cover damage caused by improper installation, handling, operation, or neglect of the equipment, wear and tear, mechanical damage, or electrical surges.

A claim will not be accepted if the device has been damaged by a computer virus, the use of illegal software, unauthorized consumables, excessive strain, or exposure to extreme conditions (high temperatures, low temperatures, harmful chemical or mechanical environments). The warranty period also does not cover faults caused by poor quality repairs (DIY fixes, etc.) or force majeure events (floods, fires, and other natural disasters).

Out-of-Warranty Service

If your device is no longer within the warranty period, or the type of damage is not covered by the warranty terms, we offer the option to send the device to an authorized service for a paid repair through our company. Out-of-warranty service is available for a diagnostic fee.

The process is similar to a warranty claim. After we agree on the details over the phone or via email/chat, we will send you a replacement device that you can use in your business while your device is in service.

We first send you our replacement device, and then arrange the collection of your device for service. Once it arrives, we will immediately send it for repair to an authorized service center. The service will then contact us with the exact repair cost. We will call you to provide a detailed cost estimate, and you can either approve or reject the repair at your discretion. In some cases, the service center may charge a diagnostic fee if the repair is declined.

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