Dear METOS users, we have compiled all the necessary information for returning a product. Please make sure to read the details carefully and thoroughly:

• Before returning any item, you must first submit a TICKET, informing the device SERIAL NUMBER, a detailed description of the issue, and any photos and videos that will help us better assess the case. To submit a TICKET, please, visit https://metos.global/support/.
• If your claim is approved, we will respond to your TICKET with the RMA form.
• All fields in the RMA form are mandatory.
• To ensure your warranty claims are processed swiftly and accurately, we kindly remind you that you must provide proof of the warranty status for your devices. This means presenting documents such as the purchase receipt, invoice, and/or delivery note to confirm that your device is still under warranty.
• The returned part must be labeled with the DATE it was removed from the field, the TICKET NUMBER, and the device SERIAL NUMBER.
• Faulty items exchanged under advanced replacement option must be returned to Pessl Instruments GmbH within 6 weeks (EU countries) and 90 days (non-EU countries).
• Every returned item must be in its original condition. If the device has been installed in the field for some time, it must be properly cleaned.
• Pessl Instruments GmbH commits to replacing or repairing faulty parts that are defective due to manufacturing defects. The customer is not entitled to warranty claims as outlined in section 13 of the General Terms and Conditions of Trade and Terms of Use.
• All returned items containing a battery must have the battery unplugged.
• Ensure that every unit is securely packed. Please note that the warranty does not cover products damaged during shipping.

Please, note that:

• Batteries, accumulators, and supercapacitors are not covered under warranty as outlined in section 8.1 of the Terms of Use.
• Failure to return the part within the specified period under the advanced replacement mode will result in the transaction being considered a regular purchase.
• Returned orders without a proper RMA will be refused.
• The RMA link is valid for 14 days. After this period, the RMA will expire, and a new return process will need to be started if necessary.
• Upon receiving the item at our facility, failure to comply with the return policy rules may result in a fee being charged (50€ for each return that fails to follow the instructions).

Customer’s non-reaction clause:

• If the customer does not respond to our inquiries or offers within a reasonable period, they will receive a weekly request for a response for a duration of three weeks.
• Following this reminder period, the customer will be granted an additional three months to respond, during which time the relevant device will be stored in our facility.
• Should the customer fail to respond within this three-month period, they will be notified that the deadline has passed, and the device will be properly disposed of.