HMS provides a warranty for products that exhibit non-conformances due to material, design, or manufacturing defects. This warranty ensures that the product functions according to all advertised specifications. If a product fails to meet these specifications, HMS will inspect the returned unit and, at its discretion, repair or replace it at no cost to the customer.
The acceptance of a product return does not imply acknowledgment of a defect in design or manufacturing. If an analysis determines that HMS is not liable for the defect, the customer may choose to have a paid repair as outlined in the Out-of-Warranty Repairs section.
Products exposed to conditions outside of their specified operating parameters will not qualify for warranty service, even if they are within the warranty period. In such cases, the Out-of-Warranty Repairs policy applies.
HMS has a warranty commitment according to HMS General Terms and Conditions (HMS GTC15) if nothing else has been previously agreed.
HMS guarantees that all products are free from material and workmanship defects for 12 months from the date of HMS shipment. The following exceptions apply:
18-Months warranty:
36-Months warranty:
*Anybus Next Generation Gateways even offer an extended 60-months warranty.
60-Months warranty:
Additional warranty terms apply to below product lines as per their respective warranty statements:
Once an RMA request is approved, a packing slip is provided that contains necessary shipping details. The defective product must be shipped within five (5) weeks of RMA approval; otherwise, the RMA request will be cancelled.
The RMA number must be clearly visible on the shipping box to ensure proper processing. Unless otherwise agreed upon, the customer is responsible for the shipping costs to HMS, while HMS will cover the return shipping costs, per the HMS General Terms and Conditions (HMS GTC15).
Customers requiring immediate replacement before returning the defective product can select the Advanced Replacement option. To initiate this, a purchase order (PO) must be provided and uploaded to the RMA portal.
A replacement unit will be shipped as soon as possible to the address on the PO. If HMS determines that the defective unit qualifies for a warranty repair, a credit note will be issued for the returned product. If the defect is not covered under warranty, no credit will be provided.
If a product is out of warranty or has voided warranty coverage, HMS may offer repair services at the customer's expense. A PO is required to authorize the repair, and the following terms apply:
• Repairs are subject to HMS approval; HMS reserves the right to decline out-of-warranty repairs.
• If no special repair agreement is in place, the maximum repair cost will be 40% of the product’s list price, plus shipping charges.
• If repair costs exceed 40% of the list price, the product will be deemed beyond economical repair.
• HMS does not provide cost estimates prior to repair service.
If a returned product is found to be fully functional after technical evaluation, it will be returned to the customer.
HMS offers calibration services for applicable products. Returns for calibration are handled regardless of the product’s warranty status. After an RMA request is registered in the portal, HMS will provide a quotation for the service. Upon receiving a PO, HMS will provide a packing slip with shipping details for calibration processing.
Before returning a suspected faulty product to HMS please contact the technical support to see if they can resolve your issue. If technical support are unable to resolve your problem your support case will be transferred to a product return (RMA) case for further investigation
If you would like to return a product that you have ordered incorrectly
We want you to feel safe ordering from us. If your product was damaged during transportation, miss any parts or is clearly defective, you can register a return case directly. HMS will free of charge resolve defects in the product delivered which are due to defects in material, design or manufacture