Warranty and money-back guarantee

Both arrangements are set out in article 12 of the terms and conditions. The warranty and the 100 days count from the day the gateway is delivered.

What the warranty covers

The warranty covers manufacturing and material defects in the gateway, up to 24 months after delivery. Damage from any of these causes is not covered:

• improper use or incorrect installation
• unauthorised modifications to the gateway
• lightning, overvoltage, water, moisture, vermin, extreme dust or condensation, and chemical influences
• normal wear
• use outside the environmental limits in Connections and specifications

Visible defects on delivery

Check the gateway for visible defects when it is delivered. Report a visible defect to support within 14 calendar days of discovering it, and no later than 2 months after delivery. After that your rights for that defect lapse.

Money back if the gateway does not connect

If the gateway does not connect to a Modbus device from the template library within 100 days of delivery, you get your money back. You then return the gateway within the same 100 days. ModbusCloud refunds the purchase price of the gateway, and also what you paid for the portal licence of that gateway.

If your Modbus device is not in the template library, ModbusCloud creates the template free of charge as soon as the register data is available. How to request it is described in Modbus device is not in the library.

If no values arrive, first look for the cause with Modbus device shows no values.

The webshop sells to businesses only. The statutory cooling-off period for consumers therefore does not apply.

Return the gateway

A return under the warranty or for a refund starts with a return number (RMA number) from support.

1. Find the serial number

   Open the gateway in the portal. The serial number is shown under the name of the gateway.

2. Request an RMA number

   Request an RMA number on the support page. Give the serial number and say whether it concerns the warranty or a refund.

3. Send the gateway

   Send the gateway only when you have the RMA number. ModbusCloud does not process a return without an RMA number.

You pay the shipping costs of the return, except for a demonstrable manufacturing fault under warranty.

Replace a broken gateway

If a defect is not covered by the warranty, or the warranty has expired, order a new gateway. A one-off licence moves to the new gateway. What you need to tell support for that is described in The portal licence.

How to put another gateway in the place of the old one in the portal is described in Decommission or replace a gateway.