Our replacement policy is designed to keep your program running smoothly while accounting for standard wear and tear versus intentional damage.
What is Covered:
Manufacturer Defects: Issues with the hardware that are not caused by user error.
Accidental Damage, Loss, or Theft: We cover up to two (2) replacements per device (per year) for non-negligent accidental damage, loss, or theft at no cost.
What is NOT Covered (Fees Apply):
Intentional Damage: Damage caused by misuse, liquid exposure, tampering, or neglect.
Exceeding the Limit: Any replacements beyond the 2 free units per year will incur a $200 replacement fee.
The Replacement Process:
Submit RMA: You must submit the RMA Form within 7 days of identifying the issue.
Shipment:
Manufacturer Defects: We cover the shipping costs.
Other Returns: Your organization is responsible for shipping and insurance costs for non-defect returns.
Return the Old Device: You must return the damaged device within 14 days of receiving the replacement.
Important Note: If the old device is not returned in time, you will be charged a $200 unreturned device fee.