Empatica E4 - E. Warranty and Support; Issues Not Covered Under Warranty; Issues Covered Under Warranty; Support and Frequently Asked Questions (FAQ)

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empaca

2015

E. WARRANTY AND SUPPORT

The E4 is covered by warranty as stated by the general sale terms, where the modalies are

described by which a broken or defecve device can be returned to Empaca. If a malfuncon

arises during the warranty coverage period and the malfuncon belongs to one of the categories

listed in the warranty statement, Empaca, aer a proper test of the device, will replace or repair

it. Any intervenon on the device done without the explicit indicaon by Empaca will void the

warranty and Empaca will not be responsible for any damage to the modied product.

Issues NOT covered under warranty

• Damage to the main device case.

• Scratches or damage to the PPG sensor

lens.

• Damage to the wristband containing the

EDA electrodes caused by pull, torsion, or

rotaon of the band.

• Any issue in which the main case has been

opened.

Support and frequently asked quesons (FAQ)

The user is advised to check the Empaca support portal secon at:

hp://support.empaca.com/hc/en-us for any issues related to the product.

This is the quickest way to receive help and common quesons are addressed there. If no soluon

is available to the problem, the user is advised to contact customer service at support@empaca.com,

which opens a cket within Empaca’s support system and issues a receipt to the Customer. A member

of the support team will reply by email. If further assistance is required the user might be asked to

engage in a live call or video conference for direct support. Once the issue has been resolved the

support representave will close the cket and the Customer will receive a nocaon.

Return merchandise authorizaon (RMA)

If Empaca support representaves are unable to resolve an issue remotely, an RMA will be issued.

The Customer must ll in the RMA form and follow the instrucons provided to return the product

to Empaca for servicing. Empaca will not be responsible for returned merchandise without an

executed RMA form.

Issues covered under warranty

• Manufacturing defect at unpacking me.

• Manufacturing defect happened during

device use.

• Signicant baery issues (50% of declared

baery within year).

Do not open the E4 case. Opening the E4 case will void the warranty.