How a warranty claim is raised and resolved.

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What the warranty covers

We warrant the delivered hardware against manufacturing defect in the configuration actually shipped, under the operating conditions stated for that model. If a unit fails to perform as specified because of how it was made, we are responsible for putting that right.

• The warranty attaches to the model, variant and configuration named on the order confirmation.
• The warranty term for each product is stated on the order confirmation for that order.
• Consumables and media — tags, labels, inlays, ribbons — carry their own stated terms because their life depends on the surface and environment they are applied to.
• Where a workflow was validated by a sample or proof of concept with us, the validated configuration is part of what we support.

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What the warranty does not cover

Exclusions are stated plainly, because discovering them during a claim is worse than reading them now.

• Damage from physical impact, liquid ingress, over-voltage or conditions outside the published operating range.
• Unauthorised modification, repair or firmware changes outside the supported release.
• Configuration changes made after handover that invalidate the tested baseline, where the fault follows from that change.
• Normal wear on wearable or consumable items, and read performance that changed because the item, the tag placement or the environment changed.
• Failure of third-party infrastructure — network, power, host hardware or software — that the equipment depends on.

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Raising a claim: what to send

Most claims resolve faster with detail than with a return. Send these six things and the first reply is usually a diagnosis rather than a request for more information.

• Order or invoice reference, and the model and serial or batch identifier.
• Who the order was placed by, and who is technically handling the fault.
• What the workflow was doing when the fault appeared, and whether it worked before.
• What has been tried already, and what the result was.
• Evidence of the fault — photographs, a reader log, a video of the failure, or the exact error returned.
• The operational impact, so we can rank the response appropriately.

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How a claim is handled

Every claim moves through the same four stages, so you always know where it stands.

• Triage — we confirm receipt, restate the fault in our own words, and tell you who owns it.
• Remote diagnosis — configuration review, log analysis, and a reproduction attempt on our side or with a matched unit.
• Return authorisation, where a physical inspection is the only way forward. We issue the authorisation and the shipping instruction together.
• Resolution — repair, replacement with an equivalent or better unit, or credit, decided against what the inspection found and stated in writing.

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Dead on arrival

A unit that fails to function on first commissioning is treated as a priority case, not a routine claim. Report it as soon as it is found, keep the packaging, and do not attempt a repair.

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After the warranty term

Equipment does not stop being supported when its warranty ends. Fault diagnosis, repair, spare parts and replacement remain available for equipment we supplied, quoted per case.