Sentrax RMA & Warranty Policy

Sentrax warranties and return policy cover Sentrax -branded products. You must register your product with Sentrax or its authorized dealer before it is warranted. If you purchased your product with Sentrax directly, the product is automatically registered. All Sentrax warranties are non-transferrable and are only available to the original end-user of the product. Warranties do not apply to products purchased from online vendors unauthorized to sell Sentrax products.

 

                                                              30 DAY RETURN POLICY – NO QUESTIONS ASKED 2-YEAR MANUFACTURER’S WARRANTY
PRODUCTS Products purchased from Sentrax, or an authorized Sentrax-branded reseller Sentrax-branded products
WARRANTY PERIOD   Purchase date – day 30   Purchase date – day 730  
POLICY AND WARRANTY APPLICABILITY Products purchased directly from Sentrax, or an authorized. Sentrax-branded dealer   Defects in materials and workmanship under normal use
EXCLUSIONS None Damages caused by operating the product outside its intended use; loss. The warranty is limited to the lifetime of your device for device-specific products.
REMEDY – AT SENTRAX SOLE DISCRETION Replacement at no charge, exchange the product with a product that is of equal value or refund the purchase price of the product Replacement or exchange of the product with a product that is of equal value.
PROCESS Products must be returned to the original place of purchase and you must provide proof of purchase. Please make sure your product is registered with Sentrax Follow the directions on the applicable website to submit a warranty request.
Proof of purchase are required. You are responsible for certain shipping costs. Return damaged product to Sentrax within sixty (60) days.

Warranty Terms

Sentrax’ warranties apply only to Sentrax-branded products and are subject to the following terms herein. All Sentrax warranties are non-transferable and are only available to the original end-user consumer. To request a replacement product under a warranty policy, you must register your product and provide proof of purchase. Warranties do not apply to products purchased from online vendors unauthorized to sell Sentrax products. Products purchased with Sentrax directly are automatically registered.

 

One-year and Two-year Manufacturer’s Warranties

Sentrax warrants these Products against defects in materials and workmanship under normal use for a period of ONE (1) YEAR or TWO (2) YEARS, as applicable, from the date of retail purchase by the original end-user consumer. This warranty does not apply to normal wear and tear. You must register your product and provide proof of purchase by emailing your receipt/invoice. You must also return the damaged product to Sentrax. If a valid claim is made during the applicable period, Sentrax, at its option, will either (1) replace the product, or (2) exchange the product with a product that is of equal value. A replacement product assumes the remaining warranty of the original product or ninety (90) days from the date of replacement, whichever is greater. Failure to return the original product within sixty (60) days will result in being charged the full retail price of the replacement product. Customer is responsible for the return shipping costs.

 

30-day Return Policy

We offer a 30-day money-back guarantee on products purchased directly from Sentrax or any authorized Sentrax-branded dealer. The product must be returned to the original place of purchase and you must provide proof of purchase. You have the option to replace the product at no charge, exchange the product with a product that is of equal value or receive a refund of the purchase price of the product. Products purchased through other retailers must be returned pursuant to those retailers’ return policies. Customized or personalized products are not eligible for return.

 

SENTRAX IS NOT RESPONSIBLE FOR DAMAGES RESULTING FROM ANY BREACH OF WARRANTY, INCLUDING BUT NOT LIMITED TO LOSS OF USE, LOSS OF DATA, LOSS OF REVENUE, AND LOSS OF ANTICIPATED PROFITS. SENTRAX’S WARRANTIES DO NOT COVER ANY THIRD-PARTY DEVICES OR THE PERSONAL PROPERTY OF ANY CONSUMER. THESE WARRANTIES DO NOT APPLY TO SENTRAX SOFTWARE OR TO ANY THIRD-PARTY SOFTWARE. ANY ALTERATION, CHANGE, MODIFICATION, OR REPAIR (OTHER THAN REPLACEMENT OF A REPLACEABLE COMPONENT) MADE TO THE PRODUCT BY A PARTY OTHER THAN SENTRAX OR SENTRAX’S AUTHORIZED SERVICE PROVIDERS VOIDS ALL WARRANTIES. SENTRAX RESERVES THE RIGHT TO REFUSE WARRANTY REPLACEMENT FOR SUSPECTED FRAUD OR ABUSE OF SENTRAX’S WARRANTY POLICY CONTAINED HEREIN. SENTRAX’S WARRANTIES AND REMEDIES SET FORTH ABOVE ARE EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES, REMEDIES AND CONDITIONS, WHETHER ORAL OR WRITTEN, EXPRESS OR IMPLIED. SENTRAX SPECIFICALLY DISCLAIMS ANY AND ALL IMPLIED WARRANTIES, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. IF THE LAW PROHIBITS SENTRAX FROM DISCLAIMING IMPLIED WARRANTIES OR WARRANTIES OF MERCHANTABILITY, ALL SUCH WARRANTIES ARE LIMITED TO THE GREATEST EXTENT PERMITTED BY LAW.

 

SENTRAX RESELLERS, AGENTS OR EMPLOYEES ARE NOT AUTHORIZED TO MODIFY OR EXTEND SENTRAX’S WARRANTIES. SENTRAX RESERVES THE RIGHT TO CHANGE WARRANTY TERMS AND REMEDIES WITHOUT NOTICE.

 

The benefits conferred by these warranties are in addition to other rights you may have depending on your country, state or province of residence. Furthermore, some countries, states and provinces do not allow the exclusion or limitation of incidental or consequential damages or exclusions or limitations on the duration of implied warranties, so the above limitations or exclusions may not apply to you. If any provision of these warranties is unlawful, void or unenforceable, that provision shall be deemed severable and shall not affect any remaining provisions.

 

RMA Procedure

If you are experiencing hardware issues, for any product under warranty (as described above), please contact Sentrax support by opening a Support ticket on Support web-portal.

 

Warranty Return Under Standard Warranty Service 

Level to request a return materials authorization (RMA) under the standard warranty service level, please specify “Return Materials Authorization (RMA) required” in the support ticket filed on Support web-portal. If your RMA request is approved, Sentrax will email you an RMA number. You will be responsible for shipping the defective unit back to us. We will troubleshoot and attempt to fix the defective unit. If the defective unit can be fixed, we will fix it and send you the repaired unit. If we cannot fix the defective unit, we will send you a replacement unit. The standard warranty covers parts only and does not cover Labor nor Onsite support. 

 

Warranty Return Under Advanced Warranty Service Level 

To request a return materials authorization (RMA) under the Annual Hardware maintenance service, please specify “Annual HW Maintenance RMA required” in the support ticket filed on Support web-portal. If your RMA request is approved, Sentrax will email you an RMA number and a return shipping label free of charge. We will ship replacement units within five business days of receiving your defective units. If no trouble is found, we will contact you before taking further action.

 

Warranty Return Under Premium Warranty Service Level 

If you require advance replacement, please specify “Advance Replacement Required” in the support ticket filed on Support web-portal. Advance replacement orders will ship within 2 business days. Please ship your original unit back to us within 30 days of receiving the advance replacement order.

 

Refund Requests

If you are not 100% satisfied with your purchase, you can apply for a refund request. Any product you return must be in the same condition as you have received it. 

If you have purchased the hardware directly from Sentrax so kindly contact us or if you have purchased the hardware from one of our authorized resellers so kindly contact the reseller.

 

Shipment Preparation

  • Please return units in their entirety. That is, include all power supplies, antennas, and other components along with the original product box.           
  • Please use the original shipping carton and packaging material. If this is not possible, use another shipping carton with padding to protect the units from damage during shipping, and remove ALL inappropriate and/or inapplicable label(s). DO NOT ship a product without a carton.           
  • The customer will be charged for a product that is damaged due to insufficient packaging. If Sentrax approves your RMA request, you will receive a confirmation email containing an RMA number within two business days. The address to which the product should be sent will also be included in that email.          
  • Once you have received your RMA number from Sentrax via email, write this RMA number in large letters on the exterior of the shipping carton. Shipments to Sentrax without an RMA approval will not be processed.          
  • Sentrax will provide a prepaid return shipping label for warranty replacement return shipments.

 

Hardware Replacement Procedure

Once you receive your replacement hardware, visit Support Web-Portal for the steps to replace your node.