Procense RMA and Warranty Policy

Updated: July 1st, 2025
This policy is subject to and governed by Procense's Hardware & SaaS Agreement

Our Commitment

At Procense, we stand behind our integrated hardware and software solutions with industry-leading support. Our warranty combines enterprise-grade service standards with comprehensive hardware protection to ensure your operations remain uninterrupted.

Hardware Warranty Coverage

Warranty Duration

• Licensed Hardware Products: Warranty coverage extends for the duration of your active software license, up to a maximum of five (5) years from date of shipment
• Accessories & Cables: One (1) year warranty from date of shipment
• Power Supplies & Third-Party Components: 30-day return period only (manufacturing defects covered by original manufacturer)

What We Cover

Procense warrants that eligible hardware will not malfunction due to defects in materials or workmanship under Normal Use Conditions during the applicable warranty period.

Normal Use Conditions means ordinary use under intended conditions in accordance with Procense documentation and specifications.

Warranty Remedies

Upon approval of a valid warranty claim, Procense will, at our sole discretion:

1. Repair the hardware at no charge
2. Replace the hardware with the same or substantially similar functionality at no charge
3. Refund applicable fees if repair or replacement proves commercially unreasonable

What Is NOT Covered

This warranty does not apply to:

• Non-Procense branded products or third-party components
• Consumable parts (including batteries), cosmetic damage, normal wear and tear, or aging
• Non-reproducible defects
• Accidental damage, theft, abuse, misuse, or unauthorized modifications
• Hardware with removed or defaced serial numbers
• Damage from improper voltage, unauthorized components, or third-party software
• Hardware serviced by unauthorized parties
• Damage from external causes (crashes, fire, liquid contact, natural disasters)
• Custom orders, bulk orders (5+ units), or special order items
• Surface mount devices (repair available for $50 fee)

Return & Refund Policy

30-Day Money Back Guarantee

If you are not satisfied with your Procense solution, you may return unaltered, undamaged products within 30 days of shipment for a full refund (excluding shipping).

Exceptions:

• Custom orders and bulk orders (5+ units of same product)
• Hardware replacements or upgrades
• License renewals beyond initial term
• Products purchased after trial periods
• Solid state relays and controllers
• Individual microprocessor products
• Software licenses

Return Requirements

• Must be original purchaser
• Product must be in new or like-new condition
• Must obtain RMA authorization prior to return
• Return must be received within 30 days of RMA issuance

RMA Process

Before Submitting an RMA

1. Visit our Support Portal at [support.procense.ai] for troubleshooting resources
2. Contact our Customer Success team for technical assistance
3. Exhaust all reasonable troubleshooting efforts

How to Submit an RMA Request

Contact Procense Customer Success or submit through your dashboard with:

• Product make and model
• Serial number
• Issue description
• Shipping address

RMA Processing

• Approved RMA: We provide RMA number and prepaid return shipping label
• Replacement Shipping: Replacement units ship upon RMA approval
• Return Deadline: Hardware must be received within 30 days of RMA issuance
• Failed Return: Failure to return within deadline may result in device deactivation and/or charges

Data Protection Notice

Upon return, all data stored on hardware may be deleted. We recommend backing up data through your Procense dashboard before returning devices.

Geographic Coverage

United States & Canada

• Full warranty coverage including return shipping
• UPS Ground shipping covered by Procense

International Customers

• Warranty coverage provided on case-by-case basis
• Customer responsible for return shipping costs
• Replacement shipping costs may apply

Specialized Policies

Cable Exchange Program

Exchange hardware cables at no cost within 30 days of purchase when:

• Exchange request submitted in writing with product codes and quantities
• Original cables returned in new condition within 30 days
• Available through Customer Success team or dashboard

Surface Mount Device Repairs

• $50 flat fee for repair attempts (no charge if unrepairable)
• Includes UPS Ground shipping (continental US)
• No warranty on repair process - device may be damaged during repair
• Customer may request return of unrepairable device at additional cost

Firmware Support

• Free firmware upgrades available
• Customer ships device to Procense for upgrade
• Shipping costs not covered
• Device must be functional to qualify

Billing & Payment Requirements

All warranty services require current payment status on Procense accounts. Warranty coverage is suspended for accounts with outstanding balances.

Service Level Commitments

Response Times

• Critical Issues: 2 hours during business hours
• Standard Issues: 24 hours
• RMA Processing: 1-2 business days

Business Hours

Monday - Friday, 8:00 AM - 6:00 PM EST (excluding holidays)

Limitations & Disclaimers

Liability Limitations

Procense is not responsible for special, incidental, or consequential damages including lost profits, downtime, goodwill, equipment damage, or data recovery costs resulting from any breach of warranty.

Policy Modifications

This policy may be updated periodically. Current version available through support@procense.ai. Continued use of Procense products constitutes acceptance of policy updates.

Governing Agreement

This policy is subject to and governed by the terms of your Procense Hardware & SaaS Agreement. In case of conflict, the Hardware & SaaS Agreement takes precedence.

Contact Information

Customer Success Team
Email: support@procense.ai

RMA Requests
Email: sales@procense.ai

By using Procense products, you acknowledge that you have read, understood, and agree to be bound by this RMA and Warranty Policy and the terms of your Procense Hardware & SaaS Agreement.

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