Product Return Policy

Technical Support

For technical support on a Cimetrics product, please contact Cimetrics or an authorized reseller in your region. Have the product model and serial number available, along with a description of the problem. We will contact you by phone or email the next business day. If we are unable to resolve the problem with the hardware product that you purchased from Cimetrics, you may be given a an RMA number so that the product may be returned for repair or evaluation.

Technical support is available Monday-Friday from 9 a.m. until 5 p.m. EST, excluding holidays.

Exchange and Return Period

You may exchange or return your item anytime from the original purchase date within 30 days for all hardware products, subject to the following conditions:

  • Products have to be returned in a resalable condition and must have all accessories originally provided.
  • Shipping charges are not eligible for a refund.
  • There will be a 2 to 4 week processing time for providing refunds to eligible customers.
  • A restocking fee of 25% will be assessed for all returns that are accepted.
  • You must contact Cimetrics or an authorized reseller in order to obtain an RMA number prior to returning a product.

After 30 days, no returns will be accepted and no refunds will be provided.

Non-Returnable Items

Some items cannot be returned, including:

  • Products that have been purchased with a digital license (software key).
  • Products that are not returned in a resalable condition.
  • Products that do not have all accessories originally provided.
  • BACstac software products

Limited Hardware Warranty

Notwithstanding any provision of applicable law, Cimetrics warrants that the supplied hardware DEVICE is free from defects in materials and workmanship, and that the DEVICE will perform substantially in accordance with the applicable datasheet, under normal and proper use, for one (1) year from the date the DEVICE is delivered to the Buyer. This warranty will be void if, in Cimetrics’ reasonable opinion, the defect was caused by (a) improper handling, configuration, operation, or testing by anyone other than Cimetrics; (b) failure to install or maintain the DEVICE in accordance with the current edition of any applicable safety code or Cimetrics’ written instructions; (c) modification or alteration by anyone other than Cimetrics; (d) Force majeure events or acts of vandalism, sabotage, or hacking; or (e) any other cause outside of normal usage in accordance with Cimetrics’ written instructions and/or specifications. CIMETRICS’ LIABILITY FOR BREACH OF THIS WARRANTY WILL BE LIMITED TO REPLACEMENT, REPAIR, OR REFUND, IN CIMETRICS’ SOLE DISCRETION, OF A DEFECTIVE DEVICE THAT HAS BEEN PROPERLY STORED, CONFIGURED, INSTALLED, USED, AND MAINTAINED BY BUYER, AND HAS NOT BEEN DAMAGED IN TRANSIT. All terms hereof (except the limitation of liability in the preceding sentence) are subject to Buyer’s return of the defective DEVICE to Cimetrics without further damage, subject to confirmation of any claimed defect by Cimetrics’ inspection. The DEVICE that Buyer considers defective must be returned per Cimetrics’ standard Return Material Authorization procedures.

Warranty Repair

Products under warranty that were not subjected to misuse or abuse will be repaired or exchanged at no charge to the customer. The customer, however, pays for shipping the product back to Cimetrics. If Cimetrics determines that the product was misused or abused, Cimetrics will provide the customer with a quotation for repair after evaluating the problem.

Non-Warranty Repair

Repair charges are based on the nature of the problem, and are determined following evaluation by Cimetrics. Customers pay the cost of shipping the defective product to Cimetrics and will be invoiced for the repair cost and return shipment charges. No repair will be performed without customer approval.

Returning Hardware Products for Repair

You must have an RMA number to return a product. Once you have contacted product support and received an RMA number, return the product to us, freight prepaid, with the RMA number clearly marked on the exterior of the package. If possible, reuse the original shipping box and packaging. Ensure that antistatic bags and appropriate packing materials are used. Cimetrics is not responsible for any damage incurred due to improper packaging or due to loss/damage during shipment to Cimetrics.  Ship the product, freight prepaid, to Cimetrics or to the reseller from which it was purchased.