Warranty Information

What does the warranty cover?

Infinitec’s Limited Warranty covers the hardware portion of its products. This means that the IUM will not have material defects under normal use.

What is the warranty period?

Limited Warranty is provided for the first twelve (12) months from the date that the customer purchased the product.

What is Limited Warranty?

The Limited Warranty provided by Infinitec does not cover products that, in Infinitec’s opinion, have been abused, modified, altered or tampered with. Also, products that have not been treated with reasonable care or have been neglected or subjected to accidents will not be covered under the warranty. Infinitec’s maximum liability under this warranty is limited to the purchase price of the product.

My IUM isn’t working. What should I do?

If you’re having issues with your IUM visit our online Support Center. There you will find frequently asked questions, software updates, troubleshooting tips and a user manual for step-by-step assistance.

If you’re still having trouble with your IUM, you should contact Tech Support by filling in the Support Center’s online form. One of our tech support staff will get back in touch with you to find a solution to your problem or help you with replacing your IUM.

Can Technical Support verify if my IUM is under warranty from the serial number?

Yes. The serial number has all the necessary information about your IUM including the warranty.

How will Tech Support help me?

One of our tech support staff will assist you in resolving the issue with your IUM. He/She will determine what the issue is and whether the issue is due to the hardware malfunction of your IUM. If your issue cannot be resolved remotely and your IUM is under warranty, our support staff will provide you with a Case ID Number that can be used to create a Return Merchandise Authorization (RMA) which will allow you to send the problematic unit to us.

I have been given a Case ID Number. What do I do now?

Fill out the RMA form and enter the Case ID assigned to you. Thereafter package your IUM in the original box or in any other package that will be suitable for shipping and send it to the address provided to you by our tech support staff. Please ensure that the RMA number has been clearly marked outside the package.

Who is responsible for shipping charges?

All charges associated with shipping the product to Infinitec, including: taxes, customs, and other tariffs are to be pre-paid by the customer. No "Cash on delivery" (COD) packages will be accepted. Infinitec will ship the replacement unit to you by courier with shipping charges prepaid.

What happens once Infinitec has received my IUM?

Infinitec will decide whether to repair or replace the product based on its own judgment. Upon repair or replacement, all defective parts and products replaced will become the property of Infinitec.

Once my IUM is repaired or replaced, how long will it take for Infinitec to ship it?

As soon as your IUM has been repaired or replaced, Infinitec will ship your unit to the address you have provided. Transit takes between two to three working days for most countries in North America, Europe, Middle East and Asia, however, some countries may require a longer transit depending on the courier service. You will be informed of the estimated time when your product is shipped.

If my IUM is replaced, does my warranty start all over?

No, warranty of the repaired or replaced IUM will continue from the original date it was purchased or for ninety (90) days, whichever is longer.

Is it possible to get a refund?

No, Infinitec does not provide refunds for warranty issues.