After-Sales Repair Service Policy

1. Coverage

Eligible new hardware is covered for 365 days (1 year) unless the product page or confirmed agreement states another valid period. Coverage applies to verified manufacturing defects and begins according to the recorded delivery terms. It does not guarantee third-party network availability, radio range, or sensor results in an unsuitable installation.

2. Requesting diagnosis

Open a support or repair request before shipping anything. Provide the model, serial, order, regional variation, firmware, network or platform, LED state, screenshots, available device logs, power details and a clear fault timeline. Support may request safe troubleshooting before authorizing return.

3. Preparing a return

Back up required configuration and remove personal data, API keys, and application credentials. Where the platform permits, unpair or transfer the device before return. Remove loose batteries when instructed, protect antennas and connectors, use anti-static protection where appropriate and follow the issued shipping and customs instructions.

4. Inspection and remedy

We may test power, radio, Ethernet, Wi-Fi, cellular, Bluetooth, RS485, Modbus, sensor readings, firmware, storage and environmental indicators as applicable. An accepted covered case may be repaired, receive an eligible part, be replaced with an equivalent unit or receive another remedy required by law.

5. Service timing and shipping

The repair target is 10 business days after receipt and diagnosis. Parts availability, fault complexity and transport time are outside that target. Shipping responsibility follows the written authorization and applicable terms; unauthorized returns may be refused or delayed.

6. Exclusions

Coverage may exclude damage caused by incorrect voltage or PoE, reversed polarity, unsuitable batteries, unsupported firmware, unlawful frequency configuration, poor mounting, lightning, surge, corrosion, impact, pests, liquid exposure beyond the IP rating, operation outside published limits, blocked ventilation or unauthorized modification that caused or prevents diagnosis of the fault.

7. Paid service

If a fault is not covered, Support may issue a written quotation before work begins. No paid repair starts without approval. Eligible replaced components carry a 90-day service warranty unless the quotation states another valid period.

8. Data and external platforms

Diagnosis or controller replacement can erase settings and data. We do not guarantee preservation of configuration. External platform ownership, subscriptions, onboarding and network records may require action by the Customer or platform provider and are not automatically transferred by physical repair.

Policy questions: info@sensecap.io