This guide walks you through sending a device back to us, step by step. 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.
Every return starts 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:
If we can identify the fault from your description and it's covered, we usually send you a replacement right away. In that case, ship the faulty device back once the replacement has arrived. In some cases we don't need the device back; we'll let you know.
Use the original packaging where possible, or 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.
Leave the battery in the device. If it looks swollen or damaged, don't ship it and contact us instead.
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.
Please send the parcel by your national postal service to:
Networked Artifacts GmbH
Herdernstrasse 66
8004 Zürich
Switzerland
Avoid express couriers: they add a clearance fee on top of any duty, regardless of the declared value. Keep your postage receipt and your copy of the customs form, as you may need them when a repaired device comes back to you.
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.
If we've already sent you a replacement, there's nothing more for you to do. We use the returned device to find out what went wrong.
Otherwise, we inspect the device when it arrives 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.