Policies and compliance Clear terms for using EpiSensor products and services

Warranty & RMA

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

1. Warranty coverage

EpiSensor products come with a 365-day limited warranty effective from the shipping/invoice date of an order. This warranty covers defects in materials and workmanship under normal use. During this period, EpiSensor will, at its discretion, repair or replace any defective product.

2. Extended warranty option

An extended warranty of up to four additional years can be purchased at the time of hardware purchase. For more details, please contact our sales team.

3. Exclusions

This warranty does not cover:

  • Accessories such as mounting kits;
  • Battery replacements;
  • Recalibration of devices that may be required to maintain the quoted specifications within the warranty period;
  • Damage due to improper installation, misuse, or environmental factors outside product specifications (e.g. high voltage, extreme temperatures, humidity);
  • Third-party products not manufactured by EpiSensor.

4. Void warranty conditions

The warranty will be void under the following conditions:

  • Use of unauthorised components: connecting third-party current transformers, batteries, or other accessories that have not been tested and approved by EpiSensor.
  • Unauthorised modifications: modifying or tampering with the device firmware.
  • Improper use: operating the product outside of the specified conditions or using it for unintended purposes.
  • Incorrect installation: damage resulting from an incorrect installation that does not follow the steps in the provided documentation.

5. Warranty claims

  • Purchased from a partner or reseller: warranty claims should be processed through the original seller first, and geographic limitations may apply.
  • Purchased directly from EpiSensor: if EpiSensor managed the original shipping, there are no geographic limitations, and we will handle customs and duties. If the customer arranged the shipping, they are responsible for shipping costs in both directions.

6. RMA (return material authorisation) procedure

  • Requesting an RMA: submit an RMA request before returning any product through our support page, or by emailing support@episensor.com. Please include as much technical information as possible in the request, along with the serial numbers of the hardware being returned.
  • Shipping: products must be securely packaged and shipped prepaid by the customer. The RMA is valid for 15 days from the date of issue.

7. Testing and repairs

EpiSensor will test returned products to verify they have not been used outside specified conditions. We will provide a technical report, but our decision on warranty claims is final.

If additional issues are found (e.g. damaged or missing components unrelated to the reported problem), extra charges may apply to make the device safe before returning it.

8. Repair and replacement terms

Repaired products remain under warranty for the remainder of the original period. EpiSensor retains ownership of all replaced components.

Upon receipt of the product, EpiSensor will verify whether the warranty conditions are met. If the defective product does not meet the criteria of warranty, the customer will be requested to bear the cost of repair and associated shipping costs.

If an EpiSensor product is received which is physically damaged, tampered with, altered or abused, the RMA request will be refused and the warranty voided.

A handling fee of €80 plus return shipping costs applies if a non-defective product is returned.

9. Shipping costs

The customer is responsible for all costs associated with shipping the product to EpiSensor unless otherwise noted in section 5.

If the product is found defective under warranty, EpiSensor will cover the return shipping of the replacement product.

10. Damage during shipping

If a product is damaged during shipping, customers should notify the courier immediately, document the damage with photos, and contact EpiSensor for assistance.

11. Dispute resolution

In case of a dispute over warranty claims, EpiSensor will provide a detailed technical report. However, our decision on warranty matters is final. We encourage customers to contact us with any concerns to find a mutually agreeable solution.

12. Limitations and liabilities

This warranty does not cover installation, commissioning, or configuration services. EpiSensor is not liable for any indirect, incidental, or consequential damages arising from product use.

For further assistance or to initiate a warranty claim, please contact our support team at support@episensor.com.