Warranty Claim (RMA)
Warranty claims/RMA (Return Material Authorization)
First of all, troubleshoot the pen. If you haven't, you will be asked to.
For warranty claims, please raise a support ticket with our Support-team at firstname.lastname@example.org and attach the troubleshooting Checklist to the email.
Note: Do not put several serial numbers in one ticket - create one ticket per pen. For larger batches (10+), a single ticket can be raised to include all of the pens but please get approval from the Support-team before doing so.
Do not send the pen(s) to Anoto until the Support-team asks you to do so. The support team will give you instructions on which address to use and what RMA number to use on the package. You will pay the shipping cost to Anoto and, if the issue on the pen has been verified, Anoto will pay the return freight of the replacement pen(s). If the issue on the pen could not be verified and you want the pen back, you will need to pay for the return shipment. Don't include accessories or spare parts, unless we ask you to.
Additional Conditions for Sale of Hardware:
3.1 Digital Pens and/or Accessories supplied by Anoto under the Agreement are warranted to be free from defects in material and workmanship, and to substantially conform to Anoto’s published specifications or the packaging or documentation accompanying the Digital Pens and/or Accessories, and/or other specifications accepted in writing by Anoto where references are made to the Agreement, for a period of twelve (12) months from the date of delivery of the Digital Pens and/or Accessories from Anoto.
3.2 In the event a Digital Pen and/or Accessory is found to be defective in accordance with the previous paragraph, Anoto shall at its sole option repair, replace or refund the purchase price of the defective Digital Pen and/or Accessory subject to the following terms and conditions:
a) No action arising out of this warranty may be brought against Anoto later than one (1) month after the defect first was observed, or ought to have been observed.
b) Warranty claims may only be made by Customer. Each Digital Pen and/or Accessory for which a claim is made shall be returned by Customer to Anoto promptly and at the expense of Customer, in accordance with instructions given by Anoto.
c) Fully functional, refurbished components and Digital Pens and/or Accessories in good working order may be used when repairing or replacing a Digital Pen and/or Accessory under warranty. Replaced components and Digital Pens and/or Accessories become the property of Anoto.
d) Where the terms of this warranty apply, Anoto shall return a repaired or replaced Digital Pen and/or Accessory free of charge to the place to which the original Digital Pen and/or Accessory was delivered.
e) The warranty period envisaged above shall not be extended by the repair or replacement of any defective Digital Pen and/or Accessory; i.e. the returned Digital Pen and/or Accessory shall be warranted in terms hereof only for the un-expired period of the warranty.
f) The warranty does not apply to a Digital Pen and/or Accessory which has been subject to misuse (including static discharge), neglect, accident or modification, or which has been disassembled and/or altered by someone else than Anoto, or where the claimed defect cannot be identified or recreated by Anoto despite diligent efforts. Nor does the warranty apply to defects caused by normal wear and tear, defects in printed material, or defects in material which by nature may have a lifetime shorter than the warranty period.
g) Customer is solely responsible for defining and isolating a problem to the Digital Pen and/or Accessory. If Anoto finds that a Digital Pen and/or Accessory returned under warranty claim is not defective or subject to warranty, Anoto shall have the right to issue an invoice for, and Customer then agrees to pay for Anoto’s reasonable expenses for examining the Digital Pen and/or Accessory. Upon request from Customer, the Digital Pen and/or Accessory will then be returned to Customer at Customer’s expense. If Customer within reasonable time does not request the Digital Pen and/or Accessory to be returned, or waives its right to have it returned, then the Digital Pen and/or Accessory becomes the property of Anoto.
h) Anoto is not responsible for any potential data contained in a Digital Pen, including confidential, proprietary and/or personal data. Any such data should be backed up and/or removed prior to sending the Digital Pen to Anoto.
i) When replacing a defective Digital Pen and/or Accessory under warranty in accordance with the above provisions, Customer accepts that Anoto may replace it with a different type of Digital Pen and/or Accessory, as long as the replacement Digital Pen and/or Accessory maintains the essential technical compatibility and other essential characteristics of the original Digital Pen and/or Accessory.
3.3 CUSTOMER AGREES AND ACCEPTS THAT THE WARRANTIES EXPRESSLY GIVEN IN THIS SECTION CONSTITUTE THE ONLY WARRANTIES MADE BY ANOTO WITH RESPECT TO FAULTS OR ERRORS IN THE DIGITAL PENS AND/OR ACCESSORIES. THERE ARE NO OTHER REPRESENTATIONS OR WARRANTIES MADE BY ANOTO OR ITS LICENSORS, EXPRESSED OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTY OF NON-INFRINGEMENT, ACCURACY, COMPLETENESS, OR FITNESS FOR A SPECIFIC PURPOSE. Anoto shall have no liability and Customer shall have no remedy in case of breach of the warranty, other than as expressly provided for herein.