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Warranty and Return Material Authorization (RMA) Policy

Learn what's covered under the MicroTouch warranty, how to request RMA service, replacement options, return requirements, and warranty exclusions.

Quick Links:
Obtaining Warranty Service and RMA Support
RMA Service Options
When Your Replacement Unit Arrives
Returning approved RMA unit(s)

Limited Product Warranty
MicroTouch warrants that its touch monitors, touch computers, Android media players, peripherals, and digital signage products will be free from defects in materials and workmanship under normal use and operating conditions for a period of three (3) years1 from the original date of purchase.

Proof of purchase may be required to validate warranty coverage.

Warranty Remedies

At its sole discretion, MicroTouch may:

    • Repair the defective product;
    • Replace the defective product with a new or like-new product of equal functionality;
    • Replace defective components as necessary to restore product functionality.

Replacement products may be refurbished or remanufactured units that have been tested and certified to meet MicroTouch quality standards.

Any replacement parts or products provided under warranty are covered only for the remainder of the original warranty period.

Dead on Arrival (DOA) Products

Products determined to be defective within thirty (30) days of the original purchase date are considered Dead on Arrival (DOA).

Once the failure has been verified by MicroTouch Technical Support, standard products may be eligible for a new replacement device through the original distributor or reseller channel.

Custom-built or configured products are not eligible for DOA replacement and will be serviced through the standard warranty process.

MicroTouch Warranty Service

Products reported as defective after thirty (30) days and within the applicable warranty period are covered under the standard warranty service program.

Products serviced under warranty are not eligible for new-product replacement. MicroTouch may repair the unit or provide a like-new replacement unit.

Warranty Exclusions

This warranty does not cover:

    • Normal wear and tear
    • Cosmetic damage that does not affect product functionality
    • Physical abuse, misuse, neglect, or accidents
    • Improper installation, operation, or maintenance
    • Unauthorized modifications or repairs
    • Damage caused by improper packaging during shipment
    • Damage caused by environmental conditions outside published product specifications
    • Power surges, electrical faults, or acts of nature
    • Damage caused by use of non-approved accessories or power supplies

MicroTouch reserves the right to determine whether a reported defect is covered under warranty.

Additional Warranty Limitations

    • MicroTouch does not provide loaner units.
    • MicroTouch does not guarantee product availability or model life throughout the warranty period.
    • MicroTouch may substitute equivalent or successor products when original models are unavailable.
    • MicroTouch does not sell products directly to end users and therefore does not issue product credits or refunds.
    • Services performed outside the scope of this warranty will be billed at MicroTouch's then-current service rates.
    • MicroTouch shall not be liable for delays caused by events beyond its reasonable control.

    Obtaining Warranty Service and RMA Support

    Contact Technical Support
    Before an RMA can be issued, customers must contact MicroTouch Technical Support to create a support ticket and verify the reported issue. 

    Support requests may be submitted through:

    The MicroTouch Customer Portal provides a secure location to:

      • Submit new support requests
      • Track open and closed tickets in your company
      • View ticket history and updates
      • Communicate with MicroTouch support personnel

    Support is available Monday through Friday, 8:00 AM–5:00 PM Eastern Time (ET), excluding U.S. holidays. A Technical Support Representative will typically respond within one (1) business day.

    Troubleshooting

    Customers are expected to work with Technical Support to complete reasonable troubleshooting procedures before warranty service is authorized.

    If the issue can be resolved through troubleshooting, no RMA will be required.

    If troubleshooting confirms a hardware failure covered under warranty, an RMA number will be issued.

    If the customer is unable or unwilling to complete the troubleshooting procedures requested by MicroTouch Technical Support, the product must be returned to MicroTouch for evaluation at the customer's expense. MicroTouch will evaluate the product, perform any necessary repairs, or provide a replacement unit if repair is not feasible. MicroTouch will pay return shipping costs for repaired, or replacement products covered under warranty.

    RMA Service Options

    MicroTouch may provide an Advanced Shipment Exchange service or Standard Warranty Service, at its discretion, based on product availability, geographic location, and service eligibility.

    Advanced Shipment Exchange Service
    Once the RMA approval form has been completed and an advanced shipment exchange service is approved:

      • A replacement unit will be shipped before the defective unit is returned.
      • Replacement units are typically like-new service units.
      • Ground shipping within the continental United States is provided by MicroTouch. Interactive digital signage2 devices are shipped via less-than-truckload (LTL) ground freight
      • Expedited shipping may be arranged at the customer's expense or using the customer's shipping account.

    Approved RMA requests received before 11:00 AM Eastern Time will generally ship the same business day. Due to freight scheduling requirements, shipments of interactive digital signage2 devices may take up to two (2) business days to be dispatched. To see how long it will take to receive your replacement device visit Turn Around Times

    Standard Warranty Service

    If the customer is unable or unwilling to complete the requested troubleshooting procedures or MicroTouch is unable to provide Advanced Shipment Exchange service, the product must be returned to MicroTouch for evaluation at the customer's expense.

    MicroTouch will:

    • Evaluate the product
    • Attempt repair when possible
    • Replace the unit if repair is not feasible

    MicroTouch will pay return shipping costs for repaired or replacement products covered under warranty.

    RMA Approval Process

    When an RMA is approved, MicroTouch will provide:

      • An RMA number
      • Shipping instructions
      • Return shipping address
      • Replacement shipment information
      • Return authorization agreement

    The RMA number must be clearly displayed on the shipping documentation and packaging.

    Products returned without an authorized RMA number may be refused.

    When Your Replacement Unit Arrives
    Upon receiving your replacement unit:

      • Inspect the shipment for damage. If damage has occurred to the device, please take photos and send them to MicroTouch
      • Use the power supply, cables, and accessories included with the replacement unit.
      • Transfer any customer-installed accessories, such as MSRs, barcode scanners, customer-facing displays, stands, mounting hardware, and other peripherals, from the original unit to the replacement unit.
      • Customers are responsible for installing, configuring, and restoring any operating systems, software applications, licenses, settings, and data required for their environment.
      • Retain the shipping carton, packaging materials and unused accessories for returning the defective product. For interactive digital signage units2, this includes the pallet and ratchet straps.

    Returning approved RMA unit(s)

    RMA Scope and Accessory Removal
    An RMA authorization applies only to the specific product and serial number identified in the support ticket and listed on the RMA approval form. No other products are authorized for return under that RMA unless expressly approved in writing by MicroTouch.

    Before returning a product to MicroTouch, customers must remove all non-standard accessories, attachments, and peripherals, including but not limited to:

      • Magnetic Stripe Readers (MSRs)
      • Barcode scanners and barcode readers
      • Customer-facing displays
      • Mounting brackets and stands
      • VESA mounting hardware
      • Any other customer-installed accessories or peripherals like SSD, RAM, asset tags, kiosk enclosures, etc

    These accessories should be retained by the customer and transferred to the replacement unit upon receipt.

    If a product is being returned to MicroTouch for evaluation, troubleshooting, repair, or replacement, all accessories must be removed prior to shipment unless specifically requested by MicroTouch Technical Support.

    MicroTouch is not responsible for the loss, damage, tracking, or return of accessories, peripherals, mounting hardware, data storage devices, RAM, asset tags, or other items returned with the product that were not specifically authorized as part of the RMA.

    Unauthorized items received by MicroTouch may not be returned and may be disposed of at MicroTouch’ s discretion.

    Customer Data and Software

    Customers are responsible for backing up and removing any data, software, applications, operating system customizations, passwords, licenses, and configuration settings before returning a product to MicroTouch.

    Replacement units may not contain the same operating system version, software applications, drivers, or customer-specific configurations as the returned unit.

    MicroTouch is not responsible for the transfer, recovery, restoration, or preservation of customer data, software, licenses, or system configurations.

    Any data remaining on a returned product may be permanently deleted during the evaluation, repair, refurbishment, or replacement process.

    Packaging and shipping the Defective Product

    The defective product must be returned to MicroTouch within fifteen (15) business days of receiving the replacement unit.

    Customers are responsible for:

      • Ensuring returned products are packaged correctly. Interactive digital signage boxes must be securely fastened to a pallet for shipment
      • Removing all customer-installed accessories and peripherals prior to shipment
      • Returning all accessories like cables, power supplies, covers, etc
      • Returning only the device identified on the RMA authorization
      • Paying return shipping costs to MicroTouch
      • Providing the return tracking number to MicroTouch

    Whenever possible, use the packaging materials provided with the replacement shipment.

    MicroTouch is not responsible for any damage that occurs during return transit. Customers are strongly encouraged to:

      • Take photographs of the product and packaging materials before shipment.
      • Purchase appropriate shipping insurance to protect against loss or damage in transit.

    If the returned product is damaged during shipping, the customer is responsible for filing a claim with the carrier and reimbursing MicroTouch for any repair costs resulting from the shipping damage.

    Failure to return the defective product within the required timeframe may result in:

      • Billing of the replacement unit at current MSRP
      • Suspension or denial of future advanced replacement privileges
    Inspection of Returned Products

    All returned products are inspected upon receipt.

    If inspection determines that:

      • The reported issue is not covered under warranty;
      • The product has been physically damaged, modified, or misused;
      • The returned serial number does not match the serial number authorized on the RMA;
      • Required components of the authorized unit are missing;
      • The product is operating within published specifications, and no fault can be reproduced

    MicroTouch may:

      • Bill the customer for the replacement unit;
      • Charge for evaluation, testing, repair, or replacement at standard service rates;
      • Return the original product at the customer's expense; or
      • Void future advanced replacement transactions.

    MicroTouch will communicate inspection findings and available service options before proceeding with any non-warranty repairs.

     

    Warranty Disclaimer

    EXCEPT AS EXPRESSLY STATED IN THIS LIMITED WARRANTY, MICROTOUCH DISCLAIMS ALL OTHER WARRANTIES, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW.

    MICROTOUCH'S TOTAL LIABILITY UNDER THIS WARRANTY SHALL NOT EXCEED THE ORIGINAL PURCHASE PRICE OF THE PRODUCT.

    Appendix
    1. Extended warranty coverage is available for purchase and may extend the standard three (3) year warranty period up to five (5) years from the original date of purchase.
    2. Interactive Digital Signage (IDS) refers to touch units larger than 33” in size

     

    If you have a question, or need additional information, please reach out to our support team - Details below:

    Sign up for our Customer Portal. The portal provide a home base for you to interact with MicroTouch support and services teams. It gives you a secure place to track and manage all open and closed support tickets—or file a new ticket—so you can move issues along at your own pace, see ticket activity and be reassured that your problems are being addressed. The portal also provides the most efficient method to initiate an RMA.

    Launch a Ticket with our technical resource center. The center is here to support you M-F, 8 AM to 5 PM EST.