Warranty Claim (RMA)
If you are not familiar with Anoto Support Portal, please see this article for general instructions on how to raise a support ticket, created accounts etc.
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 using the request category "Incident affecting users".
- Fill out the requested information and when you get to "Product", choose "Pen".
- The form will change and display pen related fields. Choose pen model and make sure to carefully file out the pen's serial number. Note, do not put several serial numbers in one ticket. Create one ticket per pen.
Do not send the pen to Anoto until Anoto 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 pen is faulty, Anoto will pay the return freight. If the pen isn't faulty and you want the pen back, you will need to pay the return freight. Don't include accessories or spare parts, unless we ask you to.
From Anoto AB General Conditions of Sale:
3.1. Products supplied by Anoto under the Contract 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 Products, or other specifications accepted in writing by Anoto as applying to the Contract for the supply of the Products to the Buyer.
3.2. In the event a Product 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 Product subject to the following terms and conditions:
a) Unless Anoto agrees otherwise in writing, the warranty is limited to defects observed within twelve (12) months from the date of the first shipment of the Product to an end user, however, in no event for more than fifteen (15) months from the date the Product was made available for shipment from Anoto’s warehouse. However, 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 the Buyer. Each Product for which a claim is made shall be returned by the Buyer to Anoto promptly and at the expense of the Buyer, in accordance with instructions given by Anoto. Anoto shall have no obligation to accept claims or return of Products from any third parties.
c) Fully functional, refurbished components and Products in good working order may be used when repairing or replacing a Product under warranty. Replaced components and Products become the property of Anoto.
d) Where the terms of this warranty apply, Anoto shall return a repaired or replaced Product free of charge to the place to which the original Product was delivered.
e) The warranty period in (a) above shall not be extended by the repair or replacement of any defective Product i.e. the returned Product shall be warranted in terms hereof only for the un-expired period of the warranty.
f) The warranty does not apply to a Product which has been subject to misuse (including static discharge), neglect, accident or modification, or which have been disassembled and/or altered by the Buyer or any third party, or where the claimed defect cannot be identified or recreated 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 life time shorter than the warranty period.
g) The Buyer is solely responsible for defining and isolating a problem to the Product. If Anoto finds that a Product returned under warranty claim is not defective or subject to warranty, Anoto shall have the right to issue an invoice, and the Buyer then agrees to pay for Anoto’s reasonable expenses for testing of the Product. Upon request from the Buyer, the Product will then be returned to the Buyer at the Buyer’s expense. If the Buyer within reasonable time does not request the Product to be returned, or waives its right to have it returned, then the Product becomes the property of Anoto.
h) Anoto is not responsible for any data contained in a Product, including confidential, proprietary or personal data. Any such data should be backed up and/or removed prior to sending the Product to Anoto.
i) When replacing a defective Product under warranty in accordance with the above provisions, the Buyer accepts that Anoto may replace it with a different type of product, as long as the replacement product maintains the essential technical compatibility and other essential characteristics of the Product.
3.3. THE BUYER 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 PRODUCTS, AND ARE IN LIEU OF ALL OTHER WARRANTIES WHETHER EXPRESSED OR IMPLIED. ANOTO SHALL HAVE NO LIABILITY AND THE BUYER SHALL HAVE NO REMEDY IN CASE OF BREACH OF WARRANTY IN ACCORDANCE WITH THIS SECTION, OTHER THAN EXPRESSLY PROVIDED FOR HEREIN.