Many issues can be resolved without sending anything back, so please check the product manual first and make sure your device is running the latest firmware. If that doesn't help, all repairs and returns start with a message to hello@networkedartifacts.com. Please do not ship anything to us before we have confirmed the return, as packages that arrive unannounced can't be tracked to your order.
Include the following in your message:
We'll reply with return instructions and a shipping address.
Return the device in its original packaging where possible, or in a padded box that protects the enclosure and the display. Include your order number in the package, and send only the device unless we ask for cables, adapters or accessories.
If your parcel crosses a customs border, it needs a customs declaration. A single device sits well below the value and weight thresholds, so the green CN22 label your post office hands out is all you need. Ask for a CN23 form only if your carrier insists. Please state:
Attach the customs paperwork to the outside of the box in a document pouch.
Where you have the choice, use your national postal service rather than an express courier, which adds a clearance fee on top of any duty regardless of the declared value.
Declared correctly as returned goods for repair, an inbound shipment normally attracts little or no duty. We settle the ordinary import charges raised on our side, so please don't prepay them on our behalf or ship the parcel with duties billed to the recipient without asking us first. We can't take on penalties, storage fees and back taxes caused by an incorrect declaration, or charges on a device that turns out not to be covered.
Your own country may treat the repaired device as a new import when we send it back. Most customs regimes have relief for this case, such as returned goods relief and outward processing in the EU and UK, or subheadings 9801 and 9802 in the US, but it only applies if you can show the device left the country to begin with. Keep your outbound shipping receipt and customs form, and mention the repair when the return shipment arrives.
Once the device arrives, we inspect it and let you know what we found. If the fault is covered, we repair or replace the device and ship it back to you at no cost. If it isn't covered, for example accidental damage, liquid ingress or unauthorized modification, we'll send you a quote before doing any work.
If you'd rather return the device for a refund, let us know within the return window stated at checkout. The device must be complete and in resalable condition. Refunds are issued to the original payment method once we've received and inspected the return.
If anything here is unclear, write to hello@networkedartifacts.com or use our contact form.