Warranty service and RMA process

If Epiphan determines a product is defective and it is still under warranty, Epiphan issues a Return Merchandise Authorization (RMA) number. Epiphan only accepts returns that have an Epiphan-issued RMA number for the product in question. RMA requests are submitted through the RMA request form at https://www.epiphan.com/support/rma-request/. Products purchased from an authorized Epiphan partner may need to be handled through that partner directly — contact the partner, not Epiphan, for warranty service. If a partner cannot process an RMA, it may be filed directly with Epiphan. Some exceptions could apply and is at the full and complete discretion of Epiphan what is classifed as an exception.

Product registration activates the product warranty and access to customer support: https://www.epiphan.com/support/product-registration/. Support plan brochure (PDF): https://www.epiphan.com/wp-content/uploads/2021/03/brochure_support-plan.pdf.

Packaging requirements for RMA returns

Mark the Epiphan-issued RMA number clearly on the outside of the return package. Package the product carefully using bubble wrap and a sturdy cardboard box. Do not use loose Styrofoam packaging (for example, Styrofoam peanuts), as this can damage electronics. Include the product and its power supply, if applicable.

Shipping costs and risk for RMA returns

The customer is responsible for the cost of shipping any product to Epiphan, and is advised to insure the shipment, as the customer bears responsibility for any loss or damage in transit. For in-warranty RMAs Epiphan returns the repaired or replacement warranty product to the customer by standard shipping at Epiphan’s expense. The customer is additionally responsible for the cost of return shipping for out-of-warranty RMAs.

Out-of-warranty return policy

When a product’s warranty has expired, Epiphan can offer paid out-of-warranty (OOW) repair at Epiphan discretion and in all cases subject to the availability of parts and components. Discontinued products are except from this policy. Epiphan reserves the right to state when a product is no longer eligible for repair or replacement under any Epiphan program. If a suitable replacement exists, we will direct you accordingly.

To request out-of-warranty service, submit the RMA request form at https://www.epiphan.com/support/rma-request/

On the rare occasion a defect or issue cannot be reliably troubleshot over email, phone, or chat and it is decided that extra evaluation is required, an evaluation fee of $95 USD applies to assess the reported issue and prepare a repair estimate. This fee is separate from and in addition to any repair cost, and is non-refundable — it applies even if no fault is found or you choose not to proceed with the repair.

Password resets, failing any other remote attempt to rectify, are subject to a $50 USD service fee.

Repair or replacement costs are quoted only after an RMA submission.

Eligibility and transferability

Out-of-warranty service is available to the original purchaser only. Products acquired second-hand — that is, not purchased new from Epiphan or an authorized Epiphan partner by the current owner — are not eligible for out-of-warranty repair.

Manufacturer warranty coverage stays with the product for its warranty period. If a valid manufacturer’s warranty is still in effect, genuine warranty defects remain covered for the remainder of that period regardless of ownership.

Epiphan SupportPlans are non-transferable. Extended coverage and support entitlements purchased under a SupportPlan do not carry over to a second-hand owner.

Repair versus replacement under warranty

RMA products covered under warranty will be repaired. If, in Epiphan's opinion, the RMA product cannot be repaired, it will be replaced.