Tersus Warranty Policies
Overview
Tersus GNSS Inc. (“Tersus”) warrants that its products are free from defects in materials and workmanship, subject to the conditions set forth below, for the following warranty periods.
| Product Category | Warranty Period |
| Tersus Hardware Products* | One (1) Year |
| Eligible Tersus-branded Hardware Accessories** | One (1) Year |
| Tersus Software*** | Free updates for the supported lifecycle |
| Repaired or Replaced Device**** | Sixty (60) Days |
* Tersus Hardware Products include GNSS positioning products, GNSS sensors, mobile mapping systems, total stations, marine products, precision agriculture products, controllers, radios, NTRIP modems, communication modules, and GNSS antennas.
** Eligible Tersus-branded hardware accessories are covered only when expressly stated by Tersus. Packaging boxes, power cords, accessory cables, user manuals, driver software, consumable parts, third-party accessories, and other non-warranty items are not covered unless otherwise expressly stated by Tersus.
*** Tersus provides free software updates, excluding functional extensions, customized development for special requirements, and customized version upgrades.
**** The warranty period for a repaired or replaced product is sixty (60) days after repair or replacement, or the remaining warranty period of the original product, whichever is longer.
The warranty period starts from the date of shipment to the original customer. Tersus' responsibility under this warranty is limited to product repair or replacement through the standard RMA process. Whether a product will be repaired or replaced shall be determined by Tersus technical personnel.
If the product warranty has expired and repair service is required, Tersus may charge a service fee that includes material and labor costs. A Pro Forma Invoice will be issued before the repair service is performed.
Dead on Arrival (DOA)
If a Tersus Hardware Product is found to be defective upon first use within thirty (30) days of the end user’s receipt (“Dead on Arrival”), and the defect is confirmed by Tersus Technical Support, Tersus will, at its option, repair or replace the product. For confirmed DOA cases, Tersus will cover reasonable two-way shipping costs, excluding duties, taxes, and customs-related charges. DOA claims must be reported promptly, and the product returned in its original condition and packaging.
How to Obtain Warranty Service
If you purchased your product from a Tersus-authorized dealer or distributor, please contact that dealer first, as they are your primary point of contact for service. If you purchased directly from Tersus or your dealer directs you to Tersus, please contact Tersus Technical Support at support@tersus-gnss.com. A valid Return Material Authorization (RMA) number must be obtained before any product is returned (see “RMA Process” below).
Technical Support
For technical questions about Tersus products, please contact Tersus Technical Support via email at support@tersus-gnss.com.
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM GMT+8, excluding public holidays.
Response Times: Tersus Technical Support aims to respond within 24 hours during business hours and within 48 hours on weekends and public holidays.
Warranty Conditions
Tersus warrants that during the applicable warranty period:
(a) The product will be free from defects in materials and workmanship and will substantially conform to Tersus specifications;
(b) The software will be free from errors that materially affect performance.
These warranties are expressly in lieu of all other warranties, express or implied, including, without limitation, all implied warranties of merchantability and fitness for a particular purpose.
Tersus shall in no event be liable for any special, indirect, incidental, punitive, or consequential damages of any kind, regardless of the cause.
The purchaser's exclusive remedy for a claim under this warranty shall be limited to repair or replacement, at Tersus' option and at Tersus' designated facility, of defective or nonconforming materials, parts, or components. In the case of software, the remedy shall be limited to providing a software revision or update for implementation by the purchaser.
All products returned under warranty shall be shipped to Tersus prepaid by the purchaser. For products confirmed to be under warranty, Tersus will pay the shipping cost for returning the repaired or replacement product to the purchaser, excluding duties, taxes, and customs-related charges.
The foregoing warranties do not apply to nonconformities, defects, errors, or damage caused by:
1. Accident, abuse, misuse, negligence, or use of the product in other than a normal and customary manner;
2. Environmental conditions not conforming to Tersus specifications;
3. Failure to follow prescribed installation, operating, storage, transportation, or maintenance procedures;
4. Modifications, alterations, additions, or changes not authorized by Tersus;
5. Normal wear and tear;
6. Force majeure events or acts of third parties;
7. Shipping damage;
8. Service or repair performed without prior written authorization from Tersus;
9. Products not sold by Tersus or its authorized sales channels, including products with unmatched, missing, removed, or altered serial numbers;
10. Packaging boxes, power cords, accessory cables, user manuals, driver software, consumables, or other non-warranty items unless otherwise expressly stated.
The warranties shall not apply to products designated by Tersus as beta test samples, experimental products, developmental products, pre-production products, samples, incomplete products, or out-of-specification products.
Notice regarding products equipped with satellite, wireless, or internet-dependent technology: the use of certain products and software may depend on the availability and coverage of wireless networks, telecommunications networks, satellite positioning systems, correction services, cloud services, or the Internet, which may involve facilities owned or operated by third parties. Tersus is not responsible for the operation, availability, interruption, or failure of such third-party systems, networks, services, or facilities.
Return and Repair
Before shipping any product to Tersus or its authorized service channel, please contact Tersus Technical Support at support@tersus-gnss.com.
Once the Technical Support team confirms that the equipment may require return, repair, or replacement, Tersus will provide a Return Material Authorization (RMA) number and instructions for proper return shipping.
Products returned to Tersus must be properly packaged to avoid electrostatic discharge, impact, moisture, or shipping damage. The purchaser is responsible for ensuring that the returned product is packaged in a manner suitable for shipment to Tersus’ designated repair facility.
RMA Process
Tersus provides warranty repair and return services as described below.
1. Contact Tersus Technical Support by email at support@tersus-gnss.com. A valid RMA number must be obtained before returning any product to Tersus.
2. A Tersus technical support engineer will assist with troubleshooting, verification, and confirmation of whether an RMA is required.
3. If repair or replacement is required, the technical support engineer will initiate the RMA process and request the following information:
Company Name
Shipping Address
Contact Name
Contact Phone Number
Contact Email Address
Problem Description
Product Model Number
Product Serial Number
4. Tersus will provide return shipping instructions. After the returned product is received, Tersus will inspect and diagnose it and notify the customer by email of the repair status and estimated shipping date.
5. Tersus may contact the customer during the repair process until the repaired or replacement product is returned. Any questions regarding the return or repair status should be sent to support@tersus-gnss.com.
A valid RMA number is required before returning any failed product. The customer is responsible for all shipping costs incurred in returning the product to Tersus, including duties and taxes, where applicable.
For products confirmed to be under warranty, Tersus will cover the shipping cost to return the repaired or replacement product to the customer, excluding duties, taxes, and customs clearance charges.
Within ten (10) working days after receiving the failed product, Tersus will, at its discretion, repair or replace the product with a new or like-new product. If additional diagnosis, spare parts, or customer confirmation is required, the repair time may be extended, and Tersus will notify the customer accordingly.
Contact
For questions about RMA status, please contact Tersus Technical Support at support@tersus-gnss.com.
Tersus reserves the right to update these Warranty Policies from time to time. The version published at the time of purchase applies to the product purchased.