Hardware Warranty and RMA Policy

If you are experiencing issue with the hardware included in your Micropsi Mirai package, we recommend to first contact our customer support team. In case of a potential hardware defect, our team will provide you with next steps to exchange the faulty hardware under warranty (if applicable).

Note: Check Cabling

All MIRAI controllers are tested extensively before shipment, so a hardware defect is extremely rare. The most common cause of system failures are typically related to bad wiring or poor connections. The customer support team can assist you with the steps to troubleshoot and investigate as needed.

Click here to start a support ticket with the Micropsi Technical Support team. 

HARDWARE WARRANTY RETURNS

If you are experiencing technical issues, please visit our Support Page at www.micropsi.zendesk.com/hc, 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 Micropsi’s troubleshooting efforts.

Scope of the Micropsi Industries Hardware Warranty

Micropsi stands behind its Hardware. All hardware comes with a one-year warranty as of the date of shipment.

Micropsi warrants that, during the applicable warranty period, eligible Hardware will materially perform in accordance with the Documentation, subject to the limitations and conditions set forth in the Terms and conditions.

Upon Micropsi's approval of a warranty claim provided in accordance with this Hardware Warranty Policy section, Micropsi 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 Micropsi'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-Micropsi branded products or services, even if sold with Micropsi 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 Micropsi; (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 Micropsi; (8) if the defect or damage is caused by any attempt to service the Hardware other than by Micropsi 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 Micropsi or its representatives, and/or without advance written permission of Micropsi; and (11) if the Hardware is tampered with or otherwise damaged in a way or by events outside of Micropsi’s control, such as in the event of a 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 Micropsi Customer Support. When submitting an RMA request, you will need to provide the following information:

• Summary of Issue and steps taken

• Serial number

• Shipping address

If your RMA request is approved by Micropsi, we 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 Micropsi Industries USA for receipt within thirty (30) days of Micropsi issuing you the return shipping label. If Micropsi does not receive the defective Hardware units within this thirty (30) day period, Micropsi 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 Micropsi sends you a replacement device, Micropsi reserves the right to deactivate the defective device.

Upon return of any Hardware under a Hardware Warranty claim, Micropsi 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 following the instructions outline in the article: Creating a Backup of MIRAI Skills. Micropsi 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, Micropsi 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 Refund Requests

If you are dissatisfied with your Micropsi 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 Micropsi or through an authorized Micropsi Distributor

• 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 Micropsi in its sole discretion

To request a refund under this Product Refund Requests section, please contact Micropsi Customer Support to request an RMA number. If your refund request is approved, Micropsi 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, Micropsi 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 Micropsi reseller, your refund will be issued by that reseller. If you purchased directly from Micropsi, 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.

Non-Micropsi Products

Customer agrees to: (i) assume sole responsibility for and all risk arising from Customer’s use of Non-Micropsi Product Integrations and the content, functionality, or availability of any Non-Micropsi Products, including waiving and releasing Micropsi from any claims directly or indirectly related thereto; and (ii) without limitation, defend, indemnify, and hold harmless Micropsi from any third party claims directly or indirectly arising from or related to Customer’s use of any Non-Micropsi Product Integrations. MICROPSI PROVIDES NON-MICROPSI PRODUCT INTEGRATIONS “AS IS” WITHOUT WARRANTY OF ANY KIND AND ONLY AS A CONVENIENCE.