Hardware Warranty and RMA Policy
If you are experiencing technical issues, please contact Samsara support. Contact information can be found at www.samsara.com/support.
Samsara stands behind its products. The following products come with a five (5) year warranty:
• VG-series gateways
• GW22 gateways
• IG-series gateways
• CM-series cameras
• HM-series monitors
All other hardware products come with a one year warranty, unless otherwise specified on the relevant Samsara data sheet. During the warranty period, hardware exhibiting material defects will be replaced.
To request a return materials authorization (RMA), please contact Samsara support. If your RMA request is approved, Samsara will email you an RMA number and a return shipping label free of charge. We will ship replacement units within five business days of receiving your defective units. If no trouble is found, we will contact you before taking further action.
Product Trial Returns
If you would like to return units from a product trial, please contact your Samsara sales representative to request an RMA number. If your trial hardware was shipped to the US or Canada, you will also be able to print out a return shipping label and ship the product back to Samsara at no charge to you.
If you are dissatisfied with your Samsara purchase for any reason, you may return your order for a full refund. All returns must meet the following criteria:
• You purchased the product through an authorized Samsara reseller or directly from Samsara
• You are the original purchaser of the product
• You submit your refund request within 30 days of purchase
• The product is in new condition
To request a refund, please contact support to request an RMA number. If your refund request is approved, Samsara will email you an RMA number. In order for the refund to be accepted and processed, Samsara must receive the hardware you are returning no later than 30 days following the date the RMA number is issued. Once we have received and inspected the units, we will process your return. If you purchased through a Samsara reseller, your refund will be issued by that reseller. If you purchased directly from Samsara, we will issue a refund, typically within 15 days of receiving the return. (If you paid by credit card we will credit the original credit card. If you paid by any other method, we will send you a check.) From time to time Samsara offers special refund terms. If your return is covered by special terms, please reference those terms on your RMA request. Please contact Samsara directly for all returns, including product purchased through distributors or resellers.