Warranty (RMA) Returns

The Customer Success team only accepts warranty returns for products that were purchased directly from EnOcean.

Unless otherwise specified, all products that were purchased directly from EnOcean have a one-year warranty from the date of purchase.

If you purchased the product through a distributor or third-party, then contact them for any warranty returns.

Product Information

Most SmartServer IoT issues can be fixed by re-imaging the SmartServer.

RMA Process for Edge Products

The steps that follow describe the process for Edge product returns.

1. Send an email to order@enocean.com cc’ing edge.support@enocean.com. Include “RMA request for product xxxx” in the subject line.

2. This email will alert the Customer Success team that you have a possible RMA.

3. The Customer Success team will contact you to determine whether the issue can be resolved remotely, without having the item(s) returned.

4. If it is deemed necessary that the item(s) is returned, then the Customer Success team will convert your support ticket number into an RMA number.

5. The Customer Success team will then contact you, confirming the RMA number, and will provide you with an address where the faulty product can be sent.

   1. For an Edge product, the return address is a USA address (see below).

   2. Per our terms and conditions, and depending on the fault, you are typically responsible for the return freight costs.

6. Once the Customer Success team has received the faulty product, they will confirm the issue, and you are usually offered the choice of a credit note or replacement product.

Edge Product Return Address

EnOcean Edge, Inc.
#230
5655 Silver Creek Valley Road
San Jose, CA 95135