Warranty Policy
We stand behind the quality of our products with comprehensive warranty coverage and dedicated support.
Core Warranty Principle
Atomsenses warrants that its products (including IAQ sensors) are free from defects in materials and workmanship under normal use for one year from the date of original purchase by the end-user.
The Step-by-Step Warranty Process
1Identify the Issue & Preliminary Checks
2Contact Point of Purchase (Recommended First Step)
3Contact Atomsenses Support Directly
If the reseller is unavailable or unable to help, you can contact Atomsenses directly.
- Support Portal: atomsenses.com/resources
- Email: [email protected]
- Create a Ticket: You will likely need to create a support ticket describing the issue.
- Product model (e.g., AS-201, AM301, ES series)
- Serial number (SN) – crucial for warranty validation
- Detailed description of the fault
- Proof of purchase (invoice/receipt) to verify the purchase date
- Any troubleshooting steps already taken
- Your contact and shipping information
4Warranty Validation & RMA Issuance
Atomsenses or the distributor will verify:
- The product is within the one-year warranty period
- The failure is due to a manufacturing defect (covered) and not due to misuse, improper installation, physical damage, unauthorized modification, or operation outside specifications (not covered)
Important: If approved, you will receive an RMA (Return Merchandise Authorization) number. You must never return a product without an RMA number.
5Return Shipping
You will be responsible for safely packaging the defective unit and shipping it to the address provided with the RMA instructions (often to the distributor or an Atomsenses service center).
The customer typically bears the cost of shipping the defective unit to the service center.
6Assessment and Resolution
Upon receipt, Atomsenses technicians will inspect the device to confirm the defect.
- Repair: The unit is repaired and returned
- Replacement: A functionally equivalent refurbished or new unit is shipped out. This is the most common outcome for core sensor failures
- Warranty Denial: If the damage is deemed not covered, you will be notified and may be offered a paid repair/replacement option
7Return of Replacement/Repaired Unit
Atomsenses or the distributor typically covers the cost of shipping the replacement or repaired unit back to you.
Key Conditions & Exclusions
The warranty does not cover:
- Physical Damage: Drops, water ingress (unless rated IP67 and used within spec), crushed antennas, etc.
- Consumable Parts: The lifespan of sensor elements (especially for gases like VOCs, NO2) can degrade over time and is subject to environmental conditions. Warranty covers premature failure, not normal calibration drift or end-of-life.
- Improper Use: Operating outside the stated temperature, humidity, or voltage range.
- Unauthorized Modification/Tampering: Opening the device voids the warranty.
- Acts of Nature: Lightning strikes, floods, power surges (unless via recommended surge protection).
- Normal Wear and Tear.
Important Tips for a Smooth Process
Register Your Product
Consider registering your devices on the Atomsenses support portal upon purchase. It can simplify warranty validation.
Keep Your Invoice
This is your proof of purchase date. Store it digitally for easy access when needed.
Document Everything
Take photos if there's physical damage. Keep records of all communication (RMA number, support ticket #).
Check Firmware
Before initiating a warranty claim, ensure your device is running the latest firmware, as some issues may be resolved via updates.
Need Help?
In summary: The process starts with troubleshooting, then contacting your seller or Atomsenses support for an RMA, returning the defective unit, and receiving a replacement. Success hinges on having a valid proof of purchase and the fault being a genuine manufacturing defect.