RMA Terms and Conditions
This page describes the terms and conditions for obtaining a Return Material Authorization (RMA)
If you are having problems with one or more of your Xsens product(s), the first step should be to search for information or even a solution on BASE: the Knowledge base of Community forum of Xsens (https://base.xsens.com/) to help you troubleshoot your issue.
Eligible RMA requests
An RMA request is eligible if the product is running on the newest firmware and software (exceptions are allowed when clearly motivated), since the issue can be caused by a bug that recently has been solved in newer firmware/software versions. If that does not resolve your issue to your satisfaction, you may request a RMA for repair service or product replacement.
Provide data file
If your Xsens product is still able to connect, we always request a recorded MTB/MVN file to have the best understanding of the root cause of your product failure. In most cases we are able to diagnose the exact issue from a distance, predict possible costs and possibly prevent them. With a recorded file we can see all the sensor data and internal status. Please upload your recorded file at the bottom of the support contact form.
For MTi: Please note that the MTB recording should be made in Normal mode and as Preset: XDA Processing. Additional instructions can be found on https://base.xsens.com/hc/en-us/articles/209047909.
Accepting RMA Terms and Conditions
When an RMA is issued, you are requested to ship the product within two (2) weeks, otherwise the RMA is closed. By sending in an Xsens product under RMA you agree with these RMA Terms and conditions in this document.
The customer shall be responsible for shipping costs to Xsens. Any costs resulting from customs duties and taxes will be paid for by the receiving party.
The warranty on hardware devices shall be null and void if the product has been subject to unauthorized modification, misuse, abuse, neglect, accident, improper installation, alteration, storage transportation or if the serial number and/or other markings have been defaced, removed or altered, as is determined by Xsens at its sole discretion.
Dead on Arrival (DOA)
If after diagnosing the product is considered Dead On Arrival (DOA) and this defect is communicated to Xsens within the first thirty (30) days from date of delivery to customer, an expedited replacement of the affected product will be shipped at the expense of Xsens.
Service under Warranty
If after diagnosing the product it is deemed to be unrepairable and warranty applies, a replacement product, either remanufactured or new, will be shipped at the expense of Xsens. Firmware will be updated to the latest version prior to analysis and/or repair. On all hardware repair Xsens will give 6 month warranty. Xsens shall bear the costs of delivery and insurance of any repaired or replacement product from Xsens to the customer. If a product under warranty shows clear signs of misuse, as described in these RMA Terms and Conditions, the warranty is considered to be void and the Service outside of Warranty is applicable.
Service outside of Warranty
Hardware devices returned for repair outside of warranty (either expired or void), shall be subject to a flat rate fee of € 100 for handling and € 100 for diagnoses. Total costs including repair(s) and calibration will be determined per case.
Motion trackers (MTi/MTw) only:
MT devices returned for repair and/or recalibration outside of warranty (either expired or void), shall be subject to a total flat rate fee of € 100 for handling and € 100 for diagnoses, independent of the amount of devices that are part of the RMA. Total costs including repair and/or calibration will be determined according to the following cost table:
- One MT device, recalibrated and repaired: A + B + C + D = €350.00
- Two MT devices, both recalibrated: A + B + (C + additional MT) = €350.00
- Three MT devices, diagnoses proved all three devices irreparable: A + B = €200.00”
If the unit could not be repaired, it will be scrapped and not be send back to you.
In case the warranty is expired (or void) and the material cannot be repaired, you can contact Xsens for a replacement offer within two (2) weeks of notification date. This usually means that we do not charge the Handling and Diagnoses costs when a new sensor is purchased at the original conditions. This replacement offer is valid for thirty (30) days from the quotation date. At that time, if we didn’t hear from you, the offer will expire and the RMA will be closed.
After the RMA request has been checked and approved by Xsens personnel, shipment instructions appropriate for your region will be provided by email.