To return an item, please visit us online at sensorex.com for assistance, or call +1.714.895.4344, Monday – Friday from 8:00 am to 4:30 pm, PT.
At Sensorex, our priority is to make certain of your 100% satisfaction with your purchase. If, for whatever reason, you are dissatisfied with your purchase, you can return it to Sensorex within 30 calendar days of receipt of item(s). Claims for damaged or missing items must be received within two business days of receipt of merchandise. All return items must be in new and unused condition, in original packaging, and be accompanied with a return authorization number. (See “How to return and item” below.)
Exchanges and Refunds
You have the option of receiving a refund for the full amount of the original purchase price or exchanging the item(s) for warranty issues. Sensorex does not have an upgrade policy and cannot exchange for another product. Refunds on returned items will be issued in the matching payment form as tendered at the time of purchase, excluding freight charges. If payment was made by credit card, once we receive the product we will credit your account. Please allow 7-10 business days for a credit to appear on your credit card statement.
Please carefully read conditions below. If conditions are not met, Sensorex reserves the right to refuse the return or to charge a restocking fee of 25%. Please note that Sensorex does not permit the return of or offer refunds for the following products: (1) Product that is custom configured to your specifications, and (2) Product purchased from a 3rd party distribution partner.
How to return an item
To return an item you’ll need to fill out the following form here to obtain a Return Material Authorization (RMA) number. Sensorex will not accept returns without prior authorization and an RMA number. If you have problems or questions, call our customer service department at +1.714.895.4344, or email Sensorex at [email protected].
- Place the original package into a shipping carton.
- Include the invoice and the reason for the return. If faulty, please specify the defect.
- Please do not place stickers or shipping labels on the original manufacturer’s package.
- The RMA number must be clearly written on the outer box. If you received an emailed label from Sensorex, please print the label and tape it to the carton.
- Ship via insured ground service with a tracking number. Return shipping charges are the responsibility of the customer. We cannot accept C.O.D. deliveries and are not responsible for lost or damaged packages.
- Please allow 2-3 days from date we received the package for us to process your return.
- All return shipping charges must be prepaid.
- Send pre-authorized returns to:
ATTN: Returns Department
11751 Markon Drive
Garden Grove, CA 92841
All returned or exchanged items must be in new condition, in their original box, and must include all packing material, manuals, documentation, and accessories. The value of any missing items will be deducted from the credit amount of a return. For exchanges, we will exchange only what the customer returns. Faulty items may be repaired or exchanged at our discretion for the equivalent model.
NOTE: Sensorex recommends that you (1) use a carrier that offers shipment tracking for all returns and (2) either insure your package for safe return to Sensorex or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit. If you choose not to (1) use a carrier that offers tracking or (2) insure or declare the full value of the product, you will be responsible for any loss or damage to the product during shipping.
Non-functioning (NF) Product: Failure Out of the Box
A Sensorex-branded hardware product is considered NF if it shows symptoms of a hardware failure, preventing basic operability, when you first use it after opening the box. If you believe that your product is NF, please call Sensorex Technical Support at +1.714.895.4344 within 10 calendar days of the invoice date. Sensorex Technical Support will determine whether the product is NF and offer you the following options:
Replacement: Sensorex, at its expense, will ship another of the same product. Sensorex Technical Support will put you in touch with a Sensorex Sales Support Representative who will arrange for replacement and the NF product’s return.
Service: You may have the product repaired. However, once you choose that option, you may not request replacement of the product.
If Sensorex Technical Support determines that a returned product is not NF, Sensorex will apply the standard product warranty to the product. Further, if Sensorex determines that you have misrepresented a returned product’s condition and that the product is not NF, Sensorex may impose up to a $50 handling fee.
This NF policy applies only to Sensorex-branded hardware products currently offered at the Sensorex Online Store. As new products are offered, Sensorex reserves the right to determine whether or not this policy applies.
If you’re an APO/FPO customer and you’re outside the domestic delivery area, the standard Sensorex Return and Refund Policy applies – with the exception that you’re responsible for shipping the product back to a state-side return address, plus handling, customs, and inventory liability. Since you’re responsible for the safe delivery of any product you’re returning to Sensorex, we recommend that you insure it against loss.
If you discover what you believe is a product defect for any Sensorex-branded product, please contact Sensorex Technical Support at +1.714.895.4344 or [email protected]. If your product does have a defect, your product is covered under the terms of your product’s warranty. Please refer to the warranty information and other supporting documentation that came with your product. (See the Product Warranty section here for specific information about Sensorex product warranties.
Retail partner purchases
Every genuine Sensorex product bought from sensorex.com or an authorized 3rd party distribution partner is authorized for replacement due to warranty issues, however, we do not off returns or refunds on products bought from other 3rd party retailers. Please contact their customer support for more information.