HMS will free of charge resolve defects in the product delivered which are due to defects in material, design or manufacture. HMS may instead of rectifying the defect supply a new product free of defects or repay the purchase price.
Should the customer complain of a defect and it then be found that there is no defect for which HMS is liable, a quotation for repair will be sent to the customer. HMS will not correct or repair damages which are caused by the customer through the misuse of the product, even if the product is still under warranty.
HMS has a guarantee commitment according to HMS General Terms and Conditions (HMS GTC15) for defects in the product (if nothing else has been previously agreed).
HMS has a warranty period of 12 months from HMS shipment date on all products not specifically specified as having extended warranty.
HMS has a warranty period of 18 months from HMS shipment date.
Anybus Gateways*, Ixxat SG Gateways, Intesis Gateways, Ixxat CAN/CANopen PLC Extensions, Ewon Netbiter and HMS EtherNet/IP Linking Devices, Anybus Wireless, Ewon Cosy 131 and Ewon Flexy, 1 SI CANopen and CM CANopen
HMS has an extended guarantee of 36 months from HMS shipment date.
*Anybus Next - generation gateways now even offer extended guarantee of 60 months!
Please send the device together with the return delivery note to the address that is mentioned in the packaging slip from the RMA request. To keep your RMA case open, HMS need to receive your product return within five (5) weeks from registration date. If nothing else has been previously agreed, the customer pays for the freight to HMS, while HMS pays for the return freight to the customer, according to the HMS GTC15 delivery terms.
HMS ship repaired products, or replacement products with DHL, "CIP".
In case a repair of a product outside warranty is requested, choose “Service case (Rework and update)” in the “Case type” box when registering your RMA case in HMS Portal. HMS will then come back with a quotation for the repair. We normally return with DHL, and the freight cost for repairs is included in the repair cost.
In case you wish to update or rework products you should contact your HMS sales representative for a quotation.
Once you have accepted the quotation, you need to register an RMA case in HMS Portal and attach the quotation as a file to your case.
Before returning a suspected faulty product to HMS please contact the technical support to see if they can resolve your issue. If technical support are unable to resolve your problem your support case will be transferred to a product return (RMA) case for further investigation
If you would like to return a product that you have ordered incorrectly
We want you to feel safe ordering from us. If your product was damaged during transportation, miss any parts or is clearly defective, you can register a return case directly. HMS will free of charge resolve defects in the product delivered which are due to defects in material, design or manufacture