If you are experiencing technical issues, please contact Samsara support. Contact information can be found at www.samsara.com/support.
Samsara stands behind its Hardware Products. The following Hardware Products come with a five (5)-year warranty as of the date of shipment:
VS-series machine vision systems
All other Hardware Products come with a one-year warranty as of the date of shipment, unless otherwise specified on the applicable Samsara data sheet. During the applicable warranty period, Hardware units exhibiting material defects will be replaced free of charge as described in this Hardware Warranty Returns section.
To request a return materials authorization (“RMA”) under this Hardware Warranty Returns section, please contact Samsara support. If your RMA request is approved, Samsara will email you an RMA number and a return shipping label for the defective Hardware units free of charge. We will ship replacement Hardware units to you within five (5) business days of receiving the defective Hardware units.
You must return the defective Hardware units to Samsara for receipt within twenty-one (21) days of provision of the return shipping label. If Samsara does not receive the defective Hardware units within this twenty-one (21) day period, Samsara reserves the right to charge you the fees and costs associated with the device replacement.
If you request an RMA and no material defect is found with your Hardware unit, we will contact you before taking further action.
In order to return Hardware units from a Product trial, please contact your Samsara sales representative or email email@example.com to request an RMA number. If your trial Hardware was shipped to the US, Canada, the UK or the EU, 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 Samsara Hardware and related Samsara Software Products following your trial, you must return the trial Hardware units to Samsara for receipt within twenty-one (21) days of the end of your trial. If Samsara does not receive the trial Hardware units within this twenty-one (21) day period, Samsara reserves the right to charge you the fees and costs associated with the Hardware units.
If you are dissatisfied with your Samsara Product purchase for any reason, you may return your entire Product purchase made under an Order Form for a full refund as described in this Product Refund Requests section. All Product 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 in writing within thirty (30) days of purchase
The Hardware 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 support to request an RMA number. If your refund request is approved, Samsara will email you 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 forty-five (45) 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 typically within thirty (30) days of receiving the return. From time to time Samsara in its discretion offers special refund terms. If your refund is covered by special terms, please reference those terms on your RMA request. Please contact Samsara directly for all refund requests, including Product purchased through distributors or resellers.
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 submitting a Hardware cable exchange request by contacting Samsara Support
Samsara must receive the Hardware cables to be exchanged within twenty-one (21) 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 the fees and costs associated with replacing Hardware cables.