Return Sensors or Gateways to Monnit for Repair

Send Sensors or Gateways to Monnit for Repair

Monnit offers repair services for products that do not function as intended. For products under the Monnit 1 year warranty, Monnit will cover a repair or replacement (with same or like and/or reconditioned or new product) if damage or misuse is not detected.

Monnit also offers a paid repair service in which non-functioning products are returned to Monnit, diagnosed, and repaired for a fee. To initiate a repair, you can contact Monnit Support by emailing support@monnit.com.

To view the terms, you can visit Monnit’s Warranty Terms.

RMA Form

A printed RMA (Return Merchandise Authorization) form provided by Monnit is required to be present in the shipment when received by Monnit. This form is generated after contacting support@monnit.com, and a PDF is sent via email. The customer must print the form and include it with the shipment.

Return Address: The return address on the form is assumed to be correct as retrieved from the address from Monnit’s customer records. If this address is incorrect on the form, the customer must reply to the email advising of the corrected address.

A new form will be generated and resent. It is the responsibility of the customer to make sure the return address is correct on the form. Otherwise, the return shipment may be delayed or delivered to the incorrect address.

Warranty Repair

If your device experiences an issue that is covered under warranty within the first year from the ship date, and it has not been damaged or misused, we will repair it under warranty at no additional cost to you.

• If a warrantied issue is present after 30 days of receiving the product, Monnit will perform a warranty repair and return the repaired product.
• If the product cannot be repaired under warranty, it may be replaced with a reconditioned or new product at Monnit’s discretion.
• Monnit may credit or refund the original purchase price if the device cannot be repaired or replaced.

Warranty Replacement

If an issue occurs immediately upon receiving a device, it is considered a "failure out of the box" and may be eligible for replacement. 

If Monnit Support is petitioned regarding an issue within 30 days of shipment of the product, a replacement RMA can be arranged by contacting support@monnit.com.

The standard procedure is to receive the non-functioning product and diagnose it at Monnit's facility. If a replacement is determined to be necessary, the replacement order is placed at that time.

90-Day Warranty on Repairs

Once a device is repaired, Monnit offers a 90-day warranty on the repair. Therefore, if the same issue persists on the same product within 90 days of the repaired product ship date, an additional warranty repair will be offered.

In the case of multiple repeat repairs, an additional repair will be attempted before a replacement is offered; if that repair is unsuccessful, a replacement product may be offered.

Shipping

The customer is responsible for shipping products to Monnit for repair or replacement. However, exceptions may be made if the issue is considered a "failure out of box" and Monnit is petitioned for a repair/replacement within 30 days of shipment.

When shipping products to Monnit for repair, it is best to use a courier that provides a tracking number. If Monnit covers shipping to Monnit, a prepaid shipping label will be emailed to the email provided for the RMA. FedEx generally supplies this, though other couriers may be used.

Please ship the device back in its original packaging.

Ship-to Address

The ship-to address for repairs of Monnit devices is listed below:

Timeline

Diagnosis and repair are expected to be completed within 10 business days of receiving the device.

While this timeline has rare exceptions, a completed repair is expected in 10 business days. This timeline can vary depending on business needs.

Exceptions - There are exceptions to this timeline, as listed below.

Returning Accessories

Unless the issue is explicitly related to an accessory (such as antennas or power supplies), Monnit recommends keeping any accessories shipped with your device. If the device is being returned for a credit, accessories should be included.

Opening Industrial Sensors

While opening an Industrial sensor enclosure does not explicitly void the warranty, issues can occur if the sensor is opened and not properly sealed, which can complicate the warranty process. 

Monnit will (on occasion) advise opening an industrial sensor or provide a replacement industrial 3.6 V battery. However, Monnit generally recommends against opening Industrial sensors.

NIST-Certified Sensors

If you purchased an NIST-certified sensor from Monnit that experiences a hardware issue, there will be time considerations. As an external facility conducts the certification of Monnit Sensors, these sensors are generally tied to the calibration certificate that was purchased, so the sensors will need to be repaired rather than replaced.

If you have a NIST-Certified sensor with a physical malfunction, Monnit will arrange to have the devices sent to Monnit for repair. If the sensor cannot be repaired, it will be replaced.

In the event a NIST sensor must be replaced, there will likely be a delay while waiting for the sensor to be delivered. This is because the process of certifying a NIST sensor generally takes 6-8 weeks. Consequently, once Monnit receives the nonoperational sensor, a replacement sensor may be delivered in 6-18 weeks.

Sensor Calibration

Any sensor sent to Monnit for repair will likely have its calibration reset to the default calibrations. In some scenarios, this can yield unexpected readings. A user may need to recalibrate the sensor once it is received after repair.