What is the warranty period?
The warranty period is one year from the date of delivery. For private consumers in the European Union, the statutory warranty period is two years under consumer protection law. Some products and orders may have a longer warranty period. If you need a longer warranty, please contact us.
What happens if the warranty has expired?
If the receiver is still operational, we can repair it for a small fee. If the receiver has burned out, replacing it with a new board will be less expensive.
Are there many warranty returns?
Very few. Our statistics show that less than 1% of products are returned due to manufacturing defects. As a rule, if 2–3 boards are returned for the same reason, we modify the manufacturing process or circuit design to prevent the same problem from occurring again.
Therefore, we view warranty returns as an opportunity to learn from rare failure cases and improve our products.
Does technical support end when the warranty expires?
No. This is especially true when a customer’s problem helps us learn something new. We always appreciate bug reports from our customers.
Why are tests required before sending a product in for warranty service?
In approximately half of the cases, the problem is caused by incorrect settings or a misunderstanding of how the device works. Fixing the problem at the customer’s location is faster than shipping the device back to us.
Another reason is that we cannot always reproduce the reported problem in our workshop.
What can I fix myself?
You may resolve any software-related problems yourself without our permission. For example, you may change settings or update the firmware. You may also reposition jumpers while the boards are powered off. None of these actions affects the warranty.
If you have a soldering station and know how to solder, we may sometimes authorize you to solder jumpers or modify the board. If you have received our permission, these modifications do not affect the warranty.
How long does a warranty repair take?
Excluding shipping time, a repair takes three business days if we understand the cause of the failure. If we cannot identify the cause and the problem occurs only rarely, the repair time is unpredictable.
What is not covered by the warranty?
1. Obvious damage caused by the customer. For example:
- Applying 24 V instead of 5 V.
- Crushing the board under a shoe heel.
These situations are very rare.
2. Failure to follow warnings displayed on the product page at the time of purchase:
- When powering the device via an AC adapter, connect grounded antennas only when the device is powered off.
- For Mosaic receivers: inputs shall not be driven while input supply is not present. The specific list of unprotected inputs is provided in the warning on the board’s product page.
- For some base stations: please do not power the station using “fast” USB chargers or USB hubs from lesser-known brands. Such adapters sometimes output 20–40 V instead of 5 V. Some stations have protection against this, while others do not.
These situations are also rare and have practically stopped occurring since the warnings were published.
What is not considered a warranty claim?
- If your order arrives with missing items, this is not a warranty claim but a separate procedure. Of course, we will send you the missing items.
- If the postal service loses your order, this is also handled through a separate procedure.
- A return within 14 days by a customer in the European Union is also a separate procedure.
How do I return a product for warranty service?
- If your order was shipped by DHL Express, we will send you a prepaid return shipping label.
- If your order was shipped by postal mail, please send the product back to us using any shipping method.
What is the return address (RMA)?
The address is shown at the bottom right of every page of our website.
ELTEHS SIA – Latgales iela 322b – LV-1063 Riga – Latvia
