If your Disruptive Technologies device has a hardware issue that troubleshooting can't fix, you may be eligible for a warranty replacement. This article walks you through the entire warranty claim process , from submitting a request to receiving your replacement and returning the faulty device (if needed).
Who is this article for?
Customers who have a Disruptive Technologies device with a hardware problem that hasn't been resolved through troubleshooting, and who want to request a warranty replacement.
What do you need?
- You must first try to resolve the issue using the Help Center troubleshooting guides.
- Confirm that your device is still within the warranty period. See What is the warranty period? for details.
Important to remember!
You must attempt troubleshooting before submitting a support request. The support team will ask what steps you've already tried, so using the troubleshooting guides first will speed up the process.
How to claim your warranty
To claim your warranty and get a replacement device, follow these steps:
Step 1: Submit a hardware issue request
- Confirm your device is covered by warranty using the What is the warranty period? article.
- Submit a Sensor or Cloud Connector issue support request.
- The DT support team will investigate and determine the next steps.
Use this flowchart to understand what happens after you submit your request:
There are two possible outcomes if your device is covered by warranty:
- Replacement without return: The support team determines the device needs replacing but does not need it sent back for investigation. You receive a replacement and the process ends.
- Replacement with return (RMA): The support team determines the issue cannot be resolved remotely and needs the faulty device sent back for analysis. You receive a replacement and must return the faulty device.
Step 2: Provide your shipping information
Once the replacement process is initiated, the support team will ask you to provide the following details so they can ship your replacement:
- Full recipient's name
- Email address
- Phone number
- Destination address
Step 3: Processing time
After receiving your shipping details, DT will start the replacement process. It might take anywhere between a day or a couple of business days to ship your package.
Step 4: Track your replacement shipment
DT uses the following courier services:
- DHL: global partner, used for replacements with return
- FedEx: global partner, used for replacements without return
- Bring/Posten: used exclusively in Norway for both replacement and return shipments
Once the package is ready:
- The support team will email you a tracking number (and a return label if a return is required).
- You will also receive a notification from the courier service when the shipment is registered.
It is your responsibility to track the parcel using the tracking number on the courier's website. If you experience delays, contact the courier service directly. Please confirm receipt of the parcel so DT can proceed with the next steps.
If no return is required, the process ends here. DT will deactivate the faulty device(s), activate subscriptions for the new device(s), and close the support request.
Step 5: Return the faulty device (if required)
If DT requires you to return the faulty device, follow these packaging and shipping instructions:
Deadline for return
You have three months to return the device(s). Please return them as soon as possible. If we do not receive the device(s) within this period, you will be invoiced for the hardware and shipping costs of the replacement units.
Packaging checklist:
- If possible, use the original box the device came in. If not, use appropriate packaging and inform DT about the updated packaging (they need the dimensions and weight for the return label).
- Print the return label and attach it clearly to the parcel.
- Remove or cover any old labels on the packaging.
- Pack the device(s) securely to avoid damage during shipping , transportation damage may cause incorrect analysis results.
Only the return label is needed on the parcel. No additional documents need to be included.
Scheduling pickup:
- Global returns: Returns are handled through DHL. See How do I return devices via DHL? for pickup scheduling instructions.
- Returns within Norway: Drop off the parcel at any local Post Office or Post-in-Store location.
Having trouble scheduling a pickup?
If you have difficulty arranging a pickup, contact the courier service directly. Since Disruptive Technologies products ship to selected countries only, make sure to contact the shipping provider's customer support in your country using the phone numbers on their website.
Both you and the support team can track the return shipment.
Step 6: Process finalized
Once DT receives your returned device(s):
- The support team will email you to confirm receipt of the returned item.
- The replacement/return process is marked as complete and the support request is closed.
- DT will investigate the faulty device(s) to identify and address any issues.
Troubleshooting / FAQ
Q: How long does it take to receive my replacement device?
A: It may take up between a day and a couple of days for DT to dispatch the replacement parcel after your shipping information has been confirmed. Delivery time after dispatch depends on the courier and your location.
Q: What happens if I don't return the faulty device within three months?
A: If DT requested a return and you don't send back the faulty device(s) within three months, you will be invoiced for the hardware cost and shipping cost of the replacement units.
Q: Do I need to include any paperwork in the return package?
A: No. Only the return label needs to be attached to the parcel. No additional documents are required inside the package.
Q: Which courier service will handle my shipment?
A: DHL is used for global returns (replacement with return), FedEx is used for global replacements without return, and Bring/Posten is used exclusively in Norway for both replacements and returns.