After-Sales Terms

1. Scope and acceptance

These terms apply to support, diagnosis, warranty assessment, repair, replacement and authorized return of connected hardware sold through this website. Opening or approving a service case confirms acceptance of the applicable version.

2. Supported devices

Services may cover LoRaWAN gateways, environmental sensors, data loggers, antennas, enclosures, accessories and Edge/Web3 devices. Available service depends on model, serial verification, parts, firmware support and the physical condition of the device.

3. Before requesting service

Confirm power, cables, antennas, backhaul, frequency region, firmware and platform status against the manual. Collect the serial, order, logs and screenshots. Do not change region, flash unsupported firmware, open a sealed device or return hardware unless Support instructs you to do so.

4. 30-Day Change-of-Mind Return Policy

Customers have 30 calendar days from the date of confirmed delivery to request a return if they change their mind. The hardware must be returned in its original, undamaged condition with all original packaging, components, cables, and accessories intact. The customer is responsible for return shipping costs and safe transit. Once the returned equipment is received and inspected at our service facility, the refund is processed promptly and issued to the original payment method used for the purchase. Devices once onboarded, asserted, or permanently bound to decentralized networks (e.g., Helium Network, Solana) cannot be returned under change-of-mind, as on-chain ownership cannot be revoked by physical return. This is separate from warranty claims for defective equipment, where repair or replacement is covered without diagnostic or repair charges.

5. Warranty service

Eligible defects are handled for the recorded warranty period (365 days / 1 year for new hardware, 90 days for replaced repair parts). Inspection determines coverage and the appropriate remedy. Network congestion, poor coverage, incorrect installation, exhausted consumable batteries, external platform changes and expected measurement tolerances are not automatically hardware defects.

6. Authorized shipping

A return requires a case reference, destination and packing instructions. The Customer is responsible for removing confidential credentials and packaging the equipment safely. Batteries and radio equipment may require carrier-specific handling. Original transit damage and customer-arranged return damage are assessed under their respective terms.

7. Diagnostics and firmware

Support may review connectivity, system logs, sensor readings, radio configuration, firmware, power and environmental conditions. Firmware is supplied only for the exact supported model, revision and region. Files may not be redistributed or installed on unrelated devices.

8. Exclusions and paid repair

Customer-caused damage, unsupported modification, incorrect supply, installation outside ratings and third-party platform issues may be excluded. Where service is possible, a paid quotation describes parts, labor and transport before work begins.

9. Liability and customer data

Remove private keys, recovery phrases, API credentials and personal data before service. To the extent permitted by law, responsibility for proven service damage is limited to the reasonable repair or replacement value of the affected product; mandatory rights remain unaffected.

10. Final provisions

Authorized service and logistics providers may be used to complete a case. Records may be retained for support, fraud prevention, quality, regulatory and accounting purposes under the Privacy Policy. Contact info@sensecap.io or the official support page for clarification.

Policy questions: info@sensecap.io