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What do I have to do in a warranty case?

If your smart card reader is defective and you wish to take advantage of the warranty, please follow the steps below so that we can process your warranty claim quickly.


In case of software issues, please try first to overcome the issue by re-flashing the firmware, before you continue with the warranty process. A step-by-step guide how to flash the firmware can be found here.


Check whether the warranty claim for the defective device exists

The warranty claim is excluded if

  • the date of purchase is more than 12 months ago
  • the device has undergone external physical damage
  • in case of improper use

Fill in our RMA form

Download the RMA form (English or German) and complete the form. We recommend filling in the document before printing.

Please note that the process can not be proceeded without a completed form.

German version:

   

English version:


Send the defective device back to us

Send the defective device together with the completed RMA form to the following address:


	certgate GmbH
	Reparatur
	Osterstr. 3
	30159 Hannover
	Germany

We recommend you to use the original packaging for the smart card reader if possible.


We will check your device

Once we receive your defective device, we will check the warranty case and we will analyze the device. We always try to repair your device and send the repaired device back to you. In case that a repair is not possible, we will send you a new device as a replacement.

If no warranty claim exists or the RMA form is not enclosed, your warranty claim can not be processed. In this case, we will trash the defective device or send it back on request. 

Process overview

If you are interested in a detailed process overview, check the following diagramm:



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