Support · Warranty

Warranty & RMA

What is covered, for how long, and what happens if a unit fails. The process is short on purpose — tell us the symptom first, because a good share of returns turn out to be configuration, and those are solved the same day.

Switches: 5 years Routers, gateways, AP, bridges: 12 months Four-step RMA

Coverage

Warranty period by product family

The period depends on the family, because a switch and a cellular router lead very different lives in the field.

Product family	Warranty	Notes
Industrial Ethernet Switches	5 years	Passive and managed switch models, including PoE models.
Industrial Routers (including DTU & RTU)	12 months	Covers the cellular module and the radio path as supplied.
Enterprise Gateways	12 months	Rack and desktop units.
Wireless Access Points	12 months	Indoor and outdoor units.
Wireless Bridges	12 months	Covers the radio and the supplied mounting hardware.
Embedded Modules	12 months	Board-to-board and compact modules, all families.

The warranty period starts on the first day of the month after the goods are received — not from the invoice date, so transit and customs time never eat into your cover. If your project needs a longer term or an extended support arrangement, say so with the order — it is a commercial term we can agree, not something to discover later.

What is covered

In warranty, and outside it

Stated plainly, because a vague warranty clause helps nobody — least of all the customer trying to work out whether a return is worth making.

Covered

Manufacturing defects in the hardware we supplied
Component failure under normal use within the rated specification
Failure of the cellular module or radio path as supplied
Firmware faults that we reproduce and correct
The supplied mounting hardware, where the unit arrived with it
Units that fail to meet the published specification in normal operation

Not covered

Physical damage — impact, crushing, or a cracked or dented enclosure
Damage from incorrect supply voltage, reversed polarity or mains surge
Lightning or induced surge damage on outdoor installations
Water or dust ingress where an indoor unit was installed outdoors
Operation outside the published temperature, humidity or voltage range
Damage from a non-standard PoE or injector mismatch
Firmware loaded for the wrong model or hardware revision
Units opened or repaired by anyone outside our team
Consumables, cables and accessories not supplied by us

Out-of-warranty units are not abandoned: we will still diagnose the fault, tell you what failed and what a repair or replacement costs, and you decide whether it is worth doing. Repaired or replaced units carry the remainder of the original warranty period unless we agree otherwise in writing.

Process

How a return works — four steps

Start with the symptom, not the parcel. It saves the customer a shipment more often than you would expect.

Tell us the symptom

Model, serial number, what the unit does and what it should do. A photo of the label, the LED state or a status-page screenshot helps more than a written description.

We triage remotely

We check configuration, firmware and compatibility first. A meaningful share of failures are solved here, on the same day, without a shipment in either direction.

RMA number and return

If it does need to come back we issue an RMA number and the return address. Freight follows the sender: the shipment to our Shenzhen address is arranged at your cost, and the repaired or replacement unit is dispatched back to you at ours. Always quote the RMA number in the parcel.

Outcome in writing

We inspect the unit, state what failed, and then repair, replace or advise — with the finding reported back, so the same fault does not repeat across a fleet.

Start an RMA

Send the model, serial number, a short description of the fault and where the unit is installed. We will come back with the next step — which is often a setting, not a return.

Submit an RMA request WhatsApp

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