Hardware Warranty & Returns

We warrant that FreshControls hardware you buy from us — sensors, monitoring boards, and gateways — will be free from defects in materials and workmanship under normal use for ONE YEAR from the date the order is delivered to you.

This is a limited warranty given by FreshControls to the organization that bought the hardware. It is not transferable to a subsequent owner of the device, and it does not affect any rights you have under consumer law that cannot be waived.

If a device fails within the warranty period and the failure is covered, we will, at our option:

• Replace it with a new or equivalent refurbished unit; or
• Repair it; or
• If we cannot reasonably do either, refund what you paid for that device.

A replacement is issued against a return authorization and is warranted for the remainder of the original one-year period — replacing a device does not restart the clock. We cover shipping both ways on a covered warranty claim.

Replacing a device means claiming a new one into your account. Its readings appear as a new device from the point it is claimed; historical readings stay attached to the device that recorded them, which is what a compliance record requires.

• Batteries and other consumables. Batteries supplied with a device are warranted for 90 days from delivery against defects; ordinary depletion is not a defect.
• Damage from misuse, dropping, crushing, or installation outside the operating conditions in the device’s published specification.
• Liquid or dust ingress beyond the device’s stated ingress rating, and immersion of any device not sold as immersible.
• Damage from unauthorized modification, opening the enclosure, or firmware not supplied by FreshControls.
• Cosmetic wear — scratches, discoloration, and adhesive residue — that does not affect how the device works.
• Damage caused by power surges, lightning, pests, or events outside anyone’s reasonable control.
• Third-party accessories, cabling, and probes not supplied by FreshControls.

A sensor reading outside the accuracy stated in its specification IS a defect and is covered. A sensor reporting a temperature you did not expect, because of where it is placed or what it is measuring, is not — our help centre article on placing sensors is the faster fix, and we are happy to look at the data with you.

Faulty hardware

Contact us and we will issue a return authorization (an RMA) with return instructions. Please do not send hardware back without one — an unauthorized return cannot be matched to your account or your order.

Change of mind

Your first, evaluation-sized order is covered by the 30-day money-back guarantee, which refunds the hardware and your service fees when you return the devices. That is the route to take if FreshControls is not right for you.

For any other order, get in touch within 30 days of delivery and we will do what is reasonable. We can accept unused devices in their original packaging; we cannot generally take back devices that have been installed, and we will tell you plainly which case you are in before you ship anything.

Damaged or missing on arrival

Tell us within 14 days of delivery if an order arrives damaged or incomplete, and we will replace it. Photographs of the packaging help us take it up with the carrier.

The remedies above — repair, replacement, or a refund of the device — are the remedies we offer under this warranty. To the fullest extent the law allows, FreshControls is not liable for indirect or consequential loss arising from a hardware defect, including spoiled product, lost revenue, or business interruption.

This matters, so it is worth saying plainly rather than burying it: monitoring reduces the chance of a loss, it does not underwrite one. Insure the inventory that matters, and treat FreshControls as the thing that tells you in time.

Nothing here limits liability that cannot lawfully be limited, and where mandatory consumer law gives you greater rights, those rights apply.

Email hello@freshcontrols.com, or use our contact page, with your organization name, the device serial number, and a short description of what the device is doing. The serial is on the label and on the device page in the app.

We will confirm whether the claim is covered, issue a return authorization where hardware needs to come back, and tell you what happens next. Questions about these terms can be sent to legal@freshcontrols.com.