Repair policy

Last updated: 2025-02-13

By submitting your product for repair, you acknowledge and agree with this policy.

You can find our warranty terms here.

We do not provide replacement products during repairs. You must arrange your own alternative if needed.

Process

  1. Submit a Request: Email [email protected] with the product name, serial number, and a description of the issue:

    • How the product was used, including any connected devices (e.g., laser datasheet).
    • Operating conditions (e.g., laser current setpoint, supply voltages).
    • A description of the setup, including a photo showing wiring and jumper settings.
    • Any data or logs illustrating the issue.

  2. Receive RMA: If the problem cannot be resolved remotely, we will email you a Return Merchandise Authorization (RMA).

  3. Shipping: You are responsible for shipping the product to us. Use the RMA invoice for customs and ensure the declared value matches the amount on the invoice to comply with customs regulations.

  4. Inspection and Resolution: Once we receive your product, we will inspect it within 20 working days:

    • a. Repairable under warranty: We repair or replace the product and return it to you, along with a credit note for shipping costs equal to our standard shipping fee for your country.
    • b. Repairable at Cost: We provide a quotation for the repair cost and applicable shipping fees.
    • c. Functioning, Irreparable, or Declined Repair: We return the product in its current state and invoice an inspection fee of 50.00 EUR, plus applicable shipping fees.
[email protected]