We want you to be happy with your purchase, and have a very straightforward return policy on almost all of our products.
If an item is defective, just notify us within 30 days, and we’ll replace it ASAP. We’ll even pay you for return shipping.
If it’s not defective, you may return it within 14 days in resellable condition, and we will refund your money, minus shipping costs.
For some new items which may have some initial problems in certain features or functions, such as the new Reach RS2 Receiver, we will have a separate development/industrial return policy, and that policy is below. Any product meeting this separate “Special Development/Industrial Product Return Policy” will have that clearly listed on the product descriptions.
Special Development/Industrial Product Return Policy:
For some new highly technical and innovative products which are newly released, just out of the development stage, and without a lot of “real-life in-the-field” testing, we expect there to be some minor software issues affecting some features, especially over the first month or two after release. A certain amount of technical expertise and problem solving ability is almost always needed for early buyers. Often these early problems or “bugs” are in uncommonly needed or “optional” features, but some users may feel they are extremely important for their intended application.
Because of our experience with a few customers purchasing our products just to “try it out” and return it quite abused for a refund, we must have a modified return policy where the buyer of such new products must do their own research, and determine if they are willing to be an early purchaser, which will likely involve a little of their own problem solving, and waiting for software updates which fix issues. Therefore our usual “no-questions-asked” return policy will be replaced by the following for such new products.
- If an item has a clear physical or hardware defect (such as will not power on, or does not perform core functions which are reported as functioning by other users) then it is accepted as defective, and may be returned or replaced for a full refund, including any return costs. But you must email our support team (firstname.lastname@example.org) to discuss your problem and verify that it is outside of usual software bugs, and is defective as defined above. This is expected to be a very rare occurrence, but protects you for true hardware defects.
- If an item is not defective as described above, but you do not want it for any other reason, it still may be returned within 30 days, in excellent resellable condition, with all packing and parts, and buyer will be refunded the purchase price minus a 20% restock fee. Buyer will be responsible for shipping charges both ways. This restock fee helps cover our great expenses in examination, testing, and then reselling it at a sufficient discount as a no longer new, but “perfectly functional” open-box product. We also will then need to sell the product as a “not new” item, at a discount.
- If an item is returned with customer damage or missing parts, other than usual careful opening and careful usage, and is not resellable, we will be unable to accept it back. For small and replaceable missing parts, we may be able to replace them and deduct their value from the refund.
We understand if the above does not sound acceptable. We understand. There are some users who are eager to purchase a new product regardless of some “growing pains” of problems, software updates, and having to create “work around” procedures to get their product working. Other users do not want these problems of being an “early user” or “beta tester” so we urge them not to purchase the product yet, but watch the customer feedback and reviews, available online, and on the Emlid Forum. We anticipate these return restrictions will be removed from most products once we are confident that most problems are well described, and the product will be sufficiently usable to most users. Usually this will take 1-2 months.
MTP Return Policy 6/5/2019