Returns and Warranty
We stand behind our products. This page covers our return policy, warranty coverage, and the process for getting help if something isn't right with your order.
Return Policy
We accept returns within 15 days of the delivery date. To be eligible for a return, the following conditions must be met:
- You must request and receive a Return Merchandise Authorization (RMA) number from us before sending anything back. Returns sent without an RMA number will not be accepted.
- The item must be in its original packaging, including all accessories, documentation, and components
- The item must not be a customized or non-returnable product (see Non-Returnable Items below)
Unopened Returns
Items returned in unopened condition within the 15-day window are eligible for a full refund minus the original shipping cost, with no restocking fee. To qualify as unopened, the item must meet all of the following criteria:
- The original product packaging has not been opened, unsealed, or tampered with
- The anti-static bag (if applicable) is intact and undamaged
- There is no visible damage to the packaging or product from rough handling, drops, or impacts
- All original shrink wrap, seals, and factory labels are in place
Items that arrive back to us with damaged packaging, torn anti-static bags, or signs of rough handling during return transit may be reclassified as an opened return and subject to the 20% restocking fee. We strongly recommend packing returns carefully and using appropriate cushioning material to protect the product during shipping.
Opened Returns
Items that have been opened are also subject to a 20% restocking fee in addition to the deduction of the original shipping cost. Products must be in resellable condition with all original packaging, accessories, and documentation included.
Important: Return shipping is the customer's responsibility. We recommend using a trackable shipping method and purchasing shipping insurance, as we cannot be responsible for items lost or damaged during return transit.
RMA Process
All returns and warranty claims require a Return Merchandise Authorization (RMA) number before shipping the item back to us. This helps us process your return quickly and ensures your package is properly identified when it arrives.
How to Request an RMA
- Contact us through our contact form with your order number and reason for return
- Receive your RMA number along with return shipping instructions
- Write the RMA number clearly on the outside of your shipping box (do not write on the product packaging itself)
- Ship the item to the address provided in your RMA instructions using a trackable shipping method
- Keep your tracking number and share it with us so we can watch for your package
Do not send returns without an RMA number. Packages received without prior authorization may be refused or returned to sender at the customer's expense.
Refunds
Once we receive and inspect your returned item, we will notify you by email regarding the status of your refund.
Approved Returns
If your return is approved, the refund will be processed to your original payment method. Please allow the following timeframes:
- Inspection and processing: 3 to 5 business days after we receive your return
- Refund to your account: 5 to 10 business days after processing, depending on your bank or credit card provider
Refund Deductions
Depending on the condition of your return, the following deductions may apply:
| Return Condition | Restocking Fee | Solution |
|---|---|---|
| Unopened, no visible damage | None | Minus original shipping cost |
| Opened, resellable condition | 20% | Fee and minus original shipping cost |
| Defective or DOA (within 15 days) | None | Replacement only |
Defective Products
If your product arrives defective or dead on arrival (DOA), we want to make it right. Defective product claims are handled differently from standard returns:
- No restocking fee is charged for products confirmed as defective
- Original shipping cost is not deducted
- Defective products are processed as a replacement, not a refund
- An RMA number is still required before returning the item
Reporting a Defective Product
Contact us as soon as possible through our contact form with your order number and a description of the issue. Our support team may ask troubleshooting questions or request photos to help diagnose the problem before issuing an RMA. In some cases, we may be able to resolve the issue without a return.
Warranty
Coverage
Basicmicro products are covered by a 1-year limited warranty from the original date of purchase. This warranty covers defects in materials and workmanship under normal use conditions.
If your product develops a fault within the warranty period, contact us and we will work with you to diagnose the issue. Warranty claims are handled through our RMA process, and eligible products will be repaired or replaced at our discretion, at no charge.
What the Warranty Covers
- Manufacturing defects in materials or workmanship
- Component failures under normal operating conditions
- Firmware or software-related issues originating from the factory configuration
What the Warranty Does Not Cover
- Damage caused by clearly improper wiring, incorrect voltage, reversed polarity, or other installation errors that result in visible physical damage such as burn marks or melted components
- Damage from water, fire, lightning, power surges, or other external events
- Products that have been physically modified, altered, or tampered with beyond their intended configuration
- Normal wear and cosmetic damage that does not affect functionality
- Damage caused during return shipping (insure your packages)
Warranty Claims
To start a warranty claim:
- Contact us through our contact form with your order number, purchase date, and a description of the issue
- Work with our support team to troubleshoot the issue. Many problems can be resolved with a configuration adjustment or firmware update.
- If a return is needed, we will issue an RMA number with return instructions
- Ship the product to us at your expense using a trackable shipping method
- Receive your repair or replacement once we have inspected the unit. We aim to process warranty claims within 5 to 10 business days of receiving the item.
Proof of purchase required. Please retain your order confirmation email or receipt as proof of purchase for warranty claims. If you purchased through an authorized reseller, the original reseller receipt is required.
Non-Returnable Items
The following items are not eligible for return or refund:
- Custom-configured controllers: motor controllers that have been built or configured to custom specifications at the customer's request
- Clearly customer-damaged products: items with obvious physical damage resulting from misuse, improper installation, or handling (burn marks, melted connectors, bent pins, liquid damage, etc.)
- Items returned without an RMA number
- Items returned after the 15-day return window (warranty claims are handled separately, see above)
If you are unsure whether your item qualifies for a return, please contact us and we will be happy to help.
Contact Us
If you have questions about returns, need to start a warranty claim, or want to request an RMA, please contact us:
Questions or Comments?
Have questions or comments about this page or our Returns and Warranty Policy? We're happy to help.
Contact Us