Hardware Warranty and RMA Policy
Samsara’s Hardware Warranty and RMA Policy is set forth below and is subject to Samsara’s Terms of Service at https://www.samsara.com/legal/platform-terms-of-service/ (“Terms”). All capitalized terms not defined herein shall have the meaning set forth in the Terms.
HARDWARE WARRANTY POLICY
If you are experiencing technical issues, please visit our Support Page at www.samsara.com/support, where you will find many resources to help troubleshoot issues, or contact our Customer Support team for technical assistance. Prior to submitting a Hardware Warranty claim pursuant to this Policy, you must first use all reasonable efforts to find a solution on our Support Page linked above and/or contact our Customer Support team and assist in Samsara’s troubleshooting efforts.
Scope of the Samsara Hardware Warranty
Samsara stands behind its Hardware. Hardware that requires a valid license to function (i.e., Hardware Products associated with a license with a “LIC-” prefix in the applicable SKU) has a warranty that lasts for as long as you maintain a valid license for such Hardware. All other Hardware (e.g., accessories and cables) comes with a one-year warranty as of the date of shipment.
Samsara warrants that, during the applicable warranty period, eligible Samsara Hardware will not malfunction due to a defect in Hardware materials or workmanship under Normal Use Conditions (as defined below), subject to the limitations and conditions set forth in the Terms and this Hardware Warranty Policy section of the Hardware Warranty and RMA Policy (the “Hardware Warranty”). “Normal Use Conditions” means ordinary use under intended conditions in accordance with the Documentation. Upon Samsara’s approval of a warranty claim provided in accordance with this Hardware Warranty Policy section, Samsara will, at its sole discretion, do one of the following (1) repair the Hardware free of charge, (2) replace the Hardware (with the same Hardware or that of substantially similar functionality) free of charge, or (3) to the extent repairing or replacing the Hardware proves commercially unreasonable, terminate the Customer’s Order Form(s) for the affected Products and provide a Refund for such Products. To the maximum extent permitted by applicable law, the foregoing constitutes the Customer’s sole and exclusive remedy and Samsara’s sole and exclusive obligation for any breach of this Hardware Warranty.
This Hardware Warranty only applies to the extent the Customer is up-to-date on its payment obligations. Furthermore, it does not apply (1) to non-Samsara branded products or services, even if sold with Samsara Products; (2) to consumable parts (including batteries), cosmetic damage, normal wear and tear, or aging; (3) if the defect is not reproducible; (4) to circumstances such as accidental or incidental damage, indirect damage, loss, theft, abuse, misuse, misapplication or unauthorized disassembly of or to the Hardware; (5) if the Hardware has been defaced (e.g., the serial number has been removed); (6) if the Hardware is installed, maintained, operated or used in a way that does not comply with the Terms, Documentation, or other written instructions provided by Samsara; (7) if the defect or damage is caused by an improper voltage supply or the use of third party components, materials, accessories (including cables), products and/or software that are not expressly approved or supplied by Samsara; (8) if the defect or damage is caused by any attempt to service the Hardware other than by Samsara or its representatives; (9) if the defect or damage is caused by the Customer’s or its representative’s negligence, misuse, neglect, intentional acts or omissions, or breach of its obligations under the Terms or this Hardware Warranty and RMA Policy; (10) if the Hardware, its functionalities or its capabilities have been altered, modified, repaired or tested by a party other than Samsara or its representatives, and/or without advance written permission of Samsara; and (11) if the Hardware is tampered with or otherwise damaged in a way or by events outside of Samsara’s control, such as in the event of a car crash, fire, liquid contact, natural disaster or other external causes.
How to submit a warranty claim
To request a return materials authorization (“RMA”) under this Hardware Warranty Policy, please contact Samsara Customer Support or submit an RMA request through the Hosted Software dashboard. When submitting an RMA request, you will need to provide the following information:
Make and model
If your RMA request is approved by Samsara, Samsara will provide you with an RMA number and a return shipping label for the defective Hardware units free of charge. We will ship all replacement Hardware once your RMA request has been approved and processed.
You must return the defective Hardware units to Samsara for receipt within thirty (30) days of Samsara issuing you the return shipping label. If Samsara does not receive the defective Hardware units within this thirty (30) day period, Samsara reserves the right to deactivate the defective device and/or charge you, and you agree to pay the fees and costs associated with the device replacement. In any event, to the extent Samsara sends you a replacement device, Samsara reserves the right to deactivate the defective device.
Upon return of any Hardware under a Hardware Warranty claim, Samsara may delete all data stored on the Hardware. Before submitting your Hardware Warranty claim and returning your Hardware to us, we therefore recommend that you make a backup copy of the content stored on the device by using the tools available on your Samsara Hosted Software dashboard or otherwise. Samsara disclaims all liability relating to Customer’s loss of Customer Data or other data in connection with the return of Hardware under this Hardware Warranty Policy.
If you request an RMA and no material defect is found with your Hardware unit, Samsara reserves the right to charge you, and you agree to pay the fees and costs associated with providing the replacement Hardware unit, and a reasonable service fee.
PRODUCT TRIAL HARDWARE RETURNS
In order to return Hardware units from a Product trial, please contact your Samsara sales representative or email firstname.lastname@example.org to request an RMA number prior to the end of your trial. If your trial Hardware was shipped to a country into which Samsara generally sells Products, you will also be able to print out a return shipping label and ship the Hardware units back to Samsara at no charge to you. If you do not proceed with purchasing the applicable Samsara Software Products following your trial, you must return the trial Hardware units to Samsara for receipt within thirty (30) days of the end of your trial. If Samsara does not receive the trial Hardware units within this thirty (30) day period, Samsara reserves the right to deactivate the trial Hardware and/or charge you, and you agree to pay the fees and costs associated with the Hardware units. At the end of your trial, Samsara may delete all data stored on trial Hardware, unless you purchase the applicable Samsara Products immediately following your trial. We therefore recommend that you make a backup copy of the content stored on the device by using the tools available on your Samsara Hosted Software dashboard or otherwise prior to the end of your trial. Samsara disclaims all liability relating to Customer’s loss of Customer Data or other data in connection with the return or deactivation of trial Hardware hereunder or the failure to purchase the applicable Samsara Products immediately following your trial.
PRODUCT REFUND REQUESTS
If you are dissatisfied with your Samsara purchase for any reason, you may return your Product purchase made under an Order Form for a full refund as described in this Product Refund Requests section. This refund option does not apply to Hardware replacements or upgrades, additional purchases of the same Product as previously purchased, Product purchases made after a trial or pilot period, or Product license renewals for which the Product license is renewed or extended beyond the Initial Term (collectively, “Refund Exceptions”). All Product returns must meet the following criteria:
You purchased the Product from Samsara or through an authorized Samsara reseller
You are the original purchaser of the Product
The Product purchase does not fall under any Refund Exceptions
You submit your Product Refund Request in writing as described below within thirty (30) days of the date of shipment to you of the applicable original Hardware procured under an Order Form
The Product is in new or like-new condition, as determined by Samsara in its sole discretion
To request a refund under this Product Refund Requests section, please contact Samsara Customer Support to request an RMA number or submit an RMA request through the Hosted Software dashboard. If your refund request is approved, Samsara will provide you with an RMA number and a return shipping label free of charge. In order for the refund to be accepted and processed, Samsara must receive the Hardware units you are returning no later than thirty (30) days following the date the RMA number is issued. Once we have received and inspected the Hardware units, we will process your return. If you purchased through an authorized Samsara reseller, your refund will be issued by that reseller. If you purchased directly from Samsara, we will issue a refund of any unused pre-paid fees (as applicable), typically within thirty (30) days of receiving the Hardware return. Please contact your distributor or reseller for all refund requests of Products purchased through distributors or resellers.
HARDWARE UPGRADE OPTION AS NECESSARY FOR RENEWAL LICENSE ENABLEMENT
Upon renewal of your Samsara Software license at the end of its then-active license term for a renewal license term of at least three (3) years, if upgraded Hardware that is generally available to Samsara customers is required to enable material functionality included in your renewal license, you shall have the one-time option to receive such upgraded Hardware from Samsara for no additional charge beyond the renewal license fees at the then-applicable pricing. To exercise this option, you must notify Samsara in writing prior to the License Expiration Date of your intent to renew such license and exercise such option so that Samsara may determine your eligibility for such Hardware upgrade subject to the aforementioned terms and conditions.
CABLE EXCHANGE POLICY
You may exchange Hardware cables ordered under an Order Form at no cost as described in this Cable Exchange Policy section, subject to the following conditions:
You submit your Hardware cable exchange request in writing within thirty (30) days of purchase by contacting Samsara Customer Support or by submitting a cable exchange request through the Hosted Software dashboard
Your cable exchange request must include the following information: 1) Product Code/ SKU Number for cables you are returning, as well as quantity, 2) Product Code/ SKU Number for cables being requested, and quantity, 3) Shipping Address for new cables, and 4) Email Address for Return Label
Samsara must receive the Hardware cables to be exchanged within thirty (30) days of your submission of your exchange request
You must return the Hardware cables to be exchanged in new or like-new condition, as determined by Samsara in its sole discretion.
If the above conditions are not met, Samsara reserves the right to charge you, and you agree to pay the fees and costs associated with replacing Hardware cables.