TelemetryTV RMA and Warranty Policy

Effective Date: June 1, 2024

1. Scope of Policy

This RMA and Warranty Policy applies to all hardware purchased directly from TelemetryTV ("the Company").

By purchasing TelemetryTV products and initiating a Return Merchandise Authorization (RMA) or Warranty request, you acknowledge and agree to the terms outlined in this policy.

2. Warranty Coverage

Warranty Period

TelemetryTV offers a 1-year warranty from the date of purchase for all hardware covered under this policy.

Coverage

This warranty covers replacements only for hardware found to be defective under normal use conditions. This warranty does not cover damage resulting from misuse, unauthorized modifications or repairs, accidents, or external factors such as power surges or environmental conditions.

Exclusions

This policy does not cover returns based on customer preference, such as a change of mind or dislike of the product.

3. Initiating an RMA

To initiate a Return Merchandise Authorization (RMA), please follow these steps:

Contact Customer Support

To contact TelemetryTV Support click the Support icon in the lower right section of the screen.

Warranty Form

Customer Support will provide you with a warranty form to be completed.

Proof of Purchase

Submit the completed warranty form along with proof of purchase to the address provided by Customer Support.

Proof of purchase is required to process all RMA requests. In the event that proof of purchase cannot be provided, TelemetryTV reserves the right to deny the RMA request or, at its discretion, offer limited support based on the circumstances.

4. Shipping and Costs

Return Shipping Costs

TelemetryTV will provide a prepaid shipping label (Delivered Duty Paid) for returning the defective product, provided the customer follows the shipping instructions provided by TelemetryTV.

TelemetryTV is not responsible for any loss or damage to the product during shipping. Customers are responsible for securely packaging the product to prevent damage during transit.

Return Address

Ship the product to our lab at the following address:

TelemetryTV Lab
Unit 200 - 128 West 6th Ave,
Vancouver, BC, V5Y 1K6
C/O: TelemetryTV Lab

Prepaid Labels

TelemetryTV will provide prepaid shipping labels or return instructions as necessary.

Customer Responsibility

If the product is found to be in working condition or is repaired, the customer will be responsible for return shipping costs.

5. Inspection and Diagnostics

Process

Upon receipt of the returned hardware, our lab will perform a thorough inspection and diagnostics to determine the issue.

Resolution

Defective Products: If the hardware is found to be defective under the warranty terms, a replacement unit will be issued. TelemetryTV's liability is strictly limited to the replacement of the defective product. No other warranties or guarantees are provided, and TelemetryTV is not liable for any indirect, incidental, or consequential damages arising from the defect.

Working or Repaired Products: If the hardware is found to be in working condition or is repaired, it will be returned to the customer. The customer will be responsible for the shipping costs associated with this return.

6. Turnaround Time

Processing Time

TelemetryTV aims to process all RMAs, including inspection, diagnostics, and shipping, within 10 business days from the receipt of the product. However, processing times are estimates and not guaranteed.

Actual processing times may vary depending on the specific circumstances.

7. Communication

Customer Interaction

All communication regarding the RMA process will be managed by our Customer Support team.

TelemetryTV will make reasonable efforts to respond to all customer inquiries or complaints based on a reasonable timeframe.

Status Updates

Customers are encouraged to contact Customer Support for updates on their RMA status. No automated status updates will be provided.

8. Finality of Decisions

Policy on Disputes

All decisions made by TelemetryTV regarding diagnostics and warranty claims are final and binding. This clause does not affect any statutory rights that customers may have under applicable consumer protection laws.

9. Contact Information

For any inquiries related to this RMA and Warranty Policy, click the Support icon in the lower right section of the screen.