May 2021

Hardware Warranty and RMA Policy

HARDWARE WARRANTY RETURNS

If you are experiencing technical issues, please contact Samsara support. Contact information can be found at www.samsara.com/support.

Samsara stands behind its Hardware Products. Hardware Products that require a valid license to function (i.e., Hardware Products associated with a license with a “LIC-” prefix in the applicable SKU) have a warranty that lasts for as long as you maintain a valid license for such Hardware. The following Hardware Products are eligible for such warranty:

  • VG-series gateways

  • CM-series cameras

  • EM-series environmental monitors

  • AG-series gateways

  • Cargo monitors

  • Door monitors

  • IG-series gateways

  • GW22 gateways

  • VS-series machine vision systems

  • HM-series monitors

  • WM11 wireless I/O module

  • SG-series gateways

  • SC-series cameras

All other Hardware Products, such as accessories, come with a one-year warranty as of the date of shipment, unless otherwise specified on the applicable Samsara data sheet. During the applicable warranty period, Hardware units exhibiting material defects will be replaced free of charge as described in this Hardware Warranty Returns section.

To request a return materials authorization (“RMA”) under this Hardware Warranty Returns section, please contact Samsara support or submit an RMA request through the Hosted Software dashboard. If your RMA request is approved, Samsara will provide you with an RMA number and a return shipping label for the defective Hardware units free of charge. We will ship all replacement Hardware once your RMA request has been approved and processed.

You must return the defective Hardware units to Samsara for receipt within twenty-one (21) days of provision of the return shipping label. If Samsara does not receive the defective Hardware units within this twenty-one (21) day period, Samsara reserves the right to charge you, and you agree to pay, the fees and costs associated with the device replacement.

If you request an RMA and no material defect is found with your Hardware unit, Samsara reserves the right to charge you, and you agree to pay, the fees and costs associated with shipping the Hardware unit and a reasonable service fee. In such case, we will contact you before taking further action.

PRODUCT TRIAL HARDWARE RETURNS

In order to return Hardware units from a Product trial, please contact your Samsara sales representative or email trials@samsara.com to request an RMA number. If your trial Hardware was shipped to the US, Canada, Mexico, the UK or the EU, you will also be able to print out a return shipping label and ship the Hardware units back to Samsara at no charge to you. If you do not proceed with purchasing a license for the Samsara Hardware and related Samsara Software Products following your trial, you must return the trial Hardware units to Samsara for receipt within twenty-one (21) days of the end of your trial. If Samsara does not receive the trial Hardware units within this twenty-one (21) day period, Samsara reserves the right to charge you, and you agree to pay, the fees and costs associated with the Hardware units.

PRODUCT REFUND REQUESTS

If you are dissatisfied with your Samsara purchase for any reason, you may return your Product purchase made under an Order Form for a full refund as described in this Product Refund Requests section. This refund option does not apply to any Hardware replacements or upgrades or Product license renewals for which the Product license is renewed or extended beyond the Initial Term. All Product returns must meet the following criteria:

  • You purchased the Product through an authorized Samsara reseller or directly from Samsara

  • You are the original purchaser of the Product

  • The Product is not a license renewal for which the Product license is renewed or extended beyond the Initial Term

  • You submit your refund request in writing as described below within thirty (30) days of the date of shipment of the applicable original Hardware procured under an Order Form

  • The Hardware Product is in new or like-new condition, as determined by Samsara in its sole discretion

To request a refund under this Product Refund Requests section, please contact Samsara support to request an RMA number or submit an RMA request through the Hosted Software dashboard. If your refund request is approved, Samsara will provide you with an RMA number and a return shipping label free of charge. In order for the refund to be accepted and processed, Samsara must receive the Hardware units you are returning no later than forty-five (45) days following the date the RMA number is issued. Once we have received and inspected the Hardware units, we will process your return. If you purchased through an authorized Samsara reseller, your refund will be issued by that reseller. If you purchased directly from Samsara, we will issue a refund typically within thirty (30) days of receiving the Hardware return. From time to time Samsara in its discretion offers special refund terms. If your refund is covered by special terms, please reference those terms on your RMA request. Please contact Samsara directly for all refund requests, including Product purchased through distributors or resellers.

HARDWARE UPGRADE OPTION AS NECESSARY FOR RENEWAL LICENSE ENABLEMENT

Upon renewal of your Samsara Software license at the end of its then-active license term for a renewal license term of at least three (3) years, if upgraded Hardware that is generally available to Samsara customers is required to enable material functionality included in your renewal license, you shall have the one-time option to receive such upgraded Hardware from Samsara for no additional charge beyond the renewal license fees at the then-applicable pricing. To exercise this option, you must notify Samsara in writing prior to expiration of the applicable Samsara Software license term of your intent to renew such license and exercise such option so that Samsara may determine your eligibility for such Hardware upgrade subject to the aforementioned terms and conditions.

CABLE EXCHANGE POLICY

You may exchange Hardware cables ordered under an Order Form at no cost as described in this Cable Exchange Policy section, subject to the following conditions:

  • You submit your Hardware cable exchange request in writing within thirty (30) days of purchase by contacting Samsara Support or by submitting a cable exchange request through the Hosted Software dashboard

  • Samsara must receive the Hardware cables to be exchanged within twenty-one (21) days of your submission of your exchange request

  • You must return the Hardware cables to be exchanged in new or like-new condition, as determined by Samsara in its sole discretion

If the above conditions are not met, Samsara reserves the right to charge you, and you agree to pay, the fees and costs associated with replacing Hardware cables.