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HMS has a guarantee commitment according to the rules specified in the HMS General Terms and Conditions (HMS GTC15) for defects in the product (if nothing else has been previously agreed).
HMS will free of charge resolve defects in the product delivered which are due to defects in material, design or manufacture. HMS may instead of rectifying the defect supply a new product free of defects or repay the purchase price.
Should the customer complain of a defect and it then be found that there is no defect for which HMS is liable, HMS is entitled to full payment for work and for costs which the customer’s incorrect complaint has caused to HMS.
HMS will charge the customer for the repair of damages which are caused by the customer through the misuse of the product, even if the product is still under warranty.
Before returning a product to HMS, you need to obtain a Product Return Number (PRN) otherwise known as Return Material Authorization (RMA) number.
By completing the form you will automatically receive your PRN packaging slip. Please print this out and enclose one in the transport and save one copy of it as reference.
Always pack the products in a physically- and ESD-safe way. Please use the original packaging if possible. Contact us if there are questions regarding suitable packaging material or ESD-protection.
Please try and include the following:
HMS has a guarantee commitment according to the rules specified in the HMS GTC15 delivery terms.
Anybus Embedded and IXXAT products
HMS has a warranty period of 12 months from HMS shipment date.
Anybus Gateways, Netbiter products and EtherNet/IP linking devices
HMS has an extended guarantee of 36 months from HMS shipment date. This extended guarantee includes 1SICANopen and CM CANopen.
Return shipments are delivered with DHL, "CPT (Destination)". If you cannot use DHL for product returns then please state this in the "Problem Description" box!
Repair and upgrade
If a repair or an upgrade of a product outside of warranty is requested, please choose that alternative in the bottom of the PRN application form. For repairs we charge 90 EUR for the troubleshooting and then 90 EUR per started hour of work plus parts. We normally return with DHL, and the freight cost for repairs and updates will be charged to the customer.