Return and Repair Policy
Warranty Return Procedure
In the event Customer believes that any Product proves defective within the Warranty Period (as defined in Elo’s Terms of Sale), Customer must follow the Return Material Authorization (RMA) procedure to return the Product:
If Product was purchased directly from Elo, or Customer has been instructed by a reseller or distributor to contact Elo directly, Customer must log in to the Elo Portal to request an RMA number. Product returned to Elo without an RMA number will be returned to Customer in the condition received, at Customer’s expense.
If Product was purchased from an authorized Elo reseller or distributor, Customer may contact Elo directly or notify the reseller or distributor. When contacting a reseller or distributor, Customer must provide the Product serial number and invoice or invoice number. The reseller or distributor will then contact Elo on Customer’s behalf to arrange for the Product to be serviced.
All Product must be shipped at Customer’s expense to the address provided by Elo and returned in its original packaging (or functional equivalent) with the RMA number clearly visible on the address label to avoid possible service delays. Customer is responsible for obtaining appropriate insurance for any Product shipped to Elo.
DOA Return for Credits and Replacements
In the event an authorized distributor or reseller would like to request a refund for any Product that is “dead on arrival”, it must make such request within thirty (30) days of Elo’s shipment of such Product.
Extended Warranty
The EloCare Extended Warranty program is available for certain qualifying Products in two (2), three (3), four (4), or five (5) year options (total warranty period is inclusive of standard warranty). An Extended Warranty provides the same coverage as the standard Warranty, but for an extended period of time. Extended Warranties must be purchased no later than twelve (12) months from commencement of standard Warranty. An Extended Warranty does not apply to Product batteries.
For a list of qualifying products and coverage options please see Extended Warranty.
Advance Unit Replacement (AUR)
With AUR, Elo will ship Customer a replacement device for a defective unit under Warranty prior to receipt of the defective unit. Only qualifying Products purchased with Elo’s AUR Program are eligible for advance replacement. Except as set forth herein, Elo’s standard Warranty terms, or if purchased together with AUR, the Extended Warranty terms, apply. Elo may charge a diagnostic fee and request payment for reimbursement of costs and expenses incurred by Elo for Products found to be “not defective” or performing at the levels specified in Elo’s technical specifications. AUR is only available for addresses in the continental United States, Canada, and qualifying European countries. AUR does not cover physical or cosmetic damage. Any Product returned to Elo with physical or cosmetic damage is subject to an out of warranty fee. Customer must submit a Return Material Authorization (RMA) request through Elo’s online portal. Customer will be contacted by Elo before AUR is approved. If phone support doesn’t resolve the issue, Elo will ship Customer a replacement unit. Approved RMA’s issued by 12:00 pm Eastern Time for North American customers or 12:00 pm Central European Time for European customers will ship the same day. RMAs approved after 12:00 pm Eastern Time for North American customers or 12:00 pm Central European Time for European customers will ship the next business day. Replacements are shipped standard delivery, next business day, except for Large Format Signage, Large Format Open Frame and Canadian replacement Products, which are shipped within 48 hours of RMA approval.
Elo will provide a pre-paid label with the replacement item to return the defective Product. If the defective Product is not returned to Elo within fifteen (15) business days, Customer will be charged for the cost of the replacement unit and the associated account will be restricted from requesting any further RMAs until Elo receives the defective Product or payment for the replacement.
For a list of qualifying products and coverage options please see Advance Unit Replacement.
On-Site Exchange (OSE)
With OSE, in the event that a qualifying Product proves defective within the Warranty Period, Elo will dispatch a service technician or designated courier to Customer’s location, repair or replace the defective Product with a substantially similar Product, and pick up the defective Product (or schedule its pick-up and removal). Only qualifying Products purchased under Elo’s OSE Program are eligible for on-site exchange. OSE is only available for addresses in the continental United States. Except as set forth herein, Elo’s standard Warranty terms, or if purchased together with OSE, the Extended Warranty terms, apply. Elo may charge a diagnostic fee and request payment for reimbursement of costs and expenses incurred by Elo for Products found to be “not defective” or performing at the levels specified in Elo’s technical specifications. OSE does not cover damage to or loss of any software or data residing or recorded on a defective Product, nor does it cover recovery and reinstallation of software programs or Customer data on a replacement Product. OSE does not cover physical or cosmetic damage.
Customer must submit a Return Material Authorization (RMA) request through Elo’s online portal. If phone support doesn’t resolve the issue, Elo will contact Customer to arrange for OSE service. Customer must provide reasonable access to its facility and its personnel during normal working hours for Elo to provide OSE service. Replacement Products will be shipped standard delivery.
If a technician is requested for installation, Elo will work with Customer to schedule this service as well as the collection of defective Product.
If no technician is requested, Elo will provide Customer with a pre-paid label to return the defective Product. If defective Product is not returned within fifteen (15) business days, Customer will be charged for the cost of the replacement Product and the associated account will be restricted from requesting any further RMAs until Elo receives the defective Product or payment.
For a list of qualifying products and coverage options please see On-Site Exchange.
Accidental Damage Protection (ADP)
With ADP, Elo will repair or replace covered Products suffering unintentional damage within the Warranty Period resulting from actions such as dropping the Product, impact to the Product, or contact with food or spilled liquid. Only qualifying Products purchased under Elo’s ADP Program are eligible for repair due to unintentional damage. Products covered by the ADP Program will be repaired or replaced subject to the terms of the AUR Program. Customer will package the Product in its original shipping carton(s) or a functional equivalent and shall ship it to Elo at Customer’s expense and risk.
ADP does not cover (i) Product alterations, modifications, upgrades, or expansions performed by anyone who is not authorized by Elo; (ii) operating Products outside the permitted or intended uses described by Elo; (iii) damage to Products caused by misuse, improper storage, adverse weather conditions, fluctuations in electrical power, failure to perform scheduled maintenance as recommended by Elo, use of peripherals or parts not supplied by Elo, or any use beyond parameters set forth in Elo’s published specifications; (iv) abuse, recklessness, willful or intentional misuse, fire, earthquake, flood, or other external cause, (v) excessive or catastrophic damage (e.g., Products that are crushed, bent, or partially or wholly submerged in liquid); (vi) defects caused by normal wear and tear or otherwise due to normal aging of the Product; (vii) loss of any software or data residing or recorded on a covered Product, or recovery and reinstallation of software programs or Customer data on a Product; or (viii) cosmetic damage to Product that does not otherwise affect the functionality of the Product, including, but not limited to, scratches, dents, and broken plastic on ports.
Each individual Product is eligible for one initial ADP claim, after which time such Product will be transitioned to the standard Warranty coverage. Except as set forth herein, Elo’s standard Warranty terms, or if purchased together with ADP, the Extended Warranty terms, apply.
For a list of qualifying products and coverage options please see Accidental Damage Protection.
Out of Warranty Repairs
Out of warranty Products are subject to a flat-rate fee for evaluation and repair, based on model and subject to availability of replacement parts (repair fees are available upon request). In the event repairs are declined, Products will be returned “as is”, and may be subject to a diagnostic fee. Out of warranty repairs are warranted for ninety (90) days from receipt of delivery to Customer of the repaired Product.
Check Warranty Status: https://portal.elotouch.com/Services
Limited Warranty Information https://www.elotouch.com/support/warranty
Clean and Test
With Clean and Test Service, Elo will complete a full functionality test and clean the Product back to factory ready. Customer is charged a flat fee for this service. If the Product is found to be defective, Elo will repair the Product if in warranty. If the Product is out of warranty, Elo will contact Customer to provide repair fee. Repairs are subject to Elo’s standard Return and Repair Policy. To request Clean and Test service, Customer must log into the Elo portal and request an RMA number by choosing the Clean and Test as the RMA Reason.
No Trouble Found
In the event Elo determines that a Product returned under warranty is either not defective in workmanship or materials, or performs in accordance with Elo’s technical specifications (“no trouble found” or “NTF”), Elo will clean and test the Product and ship the Product back to Customer in accordance with the NTF fee structure below:
- - Standard warranty NTF fee: $75
- - AUR warranty NTF fee: $125
- - OSE warranty NTF fee: $200