Obtaining a Return of Material Authorization (RMA)

If you are having problems with your EvoLogics product, the first step should be to contact our technical support website https://www.evologics.com/support to help you troubleshoot your issue. If that does not resolve your issue to your satisfaction, you may request a RMA for inspection and repair service. To have the best understanding of the root cause of your product failure procedure please provide as many details as possible about the usage of the product: all the settings and configuration details, a full description of the deployment, the problem description, the deployment environment and any relevant logs and photos. In most cases we are able to diagnose the exact issue from a distance, predict possible costs and possibly prevent them.

Accepting the RMA Terms

When an RMA is issued, you are requested to ship the product within two (2) weeks, otherwise the RMA is closed. By sending in an EvoLogics product under RMA you agree with the RMA Terms in this document.

Shipping Costs

Customer should be responsible for shipping costs to EvoLogics.

Client is responsible for arranging all documents/licenses required in clients country for temporary exporting the sensor and the import duties and taxes at the time of re-import.

Issues not covered by warranty

The warranty shall be null and void if the product has been subject to unauthorized modification, misuse, abuse, neglect, accident, improper installation, alteration or neglect in use, storage, transportation or if the serial number and/or other markings have been defaced, removed or altered, as is determined by EvoLogics at its sole discretion.

Service under Warranty

EvoLogics products that are out of specification will be repaired, recalibrated or replaced free of charge if within the warranty period.

If after inspection and diagnosis the product is deemed to be unrepairable and warranty applies, a replacement product, either remanufactured or new, will be shipped at the expense of EvoLogics. On all hardware repair EvoLogics will give a 6-month warranty. EvoLogics shall bear the costs of delivery and insurance on any repaired or replacement product from EvoLogics to the Customer. 

If a product under warranty shows clear signs of misuse, as described in these RMA Terms, the warranty is considered to be void and Service outside of Warranty is applicable.

Service outside of Warranty

Hardware devices returned for repair outside of warranty (either expired or void), shall be subject to a flat fee of 100 € for handling and 180 € for diagnoses.

Equipment that has any modifications made by Customer may be deemed unrepairable or incur additional costs. Modifications made by the customer may be removed and the equipment returned in the original state it was shipped originally to Customer.

Unrepairable devices

If the device could not be repaired, the Customer will be notified. After notification the customer will have two (2) weeks to organize the return shipment, if so desired. After this period the equipment will be scrapped.

Replacement offer

In case the warranty is expired (or void) and the material cannot be repaired or it is not economically feasible to repair according to EvoLogics' judgement, you can contact EvoLogics for a replacement offer within two (2) weeks of notification date. This usually means that we do not charge the Handling and Inspection costs when a new device is purchased at the original conditions. This replacement offer is valid for thirty (30) days from the quotation.