Xilica Warranty & RMA Process

This article covers what's included in Xilica's product warranty, how to request a return, and what to expect during the RMA process.

For the full legal warranty text, see Xilica Limited Warranty.

Warranty Coverage at a Glance

Detail	Terms
Who is covered	Original end user only — warranty is not transferable
Purchased from	Xilica directly or a Xilica Authorized Partner
Warranty period	Listed on each product's technical documentation at xilica.com. Solaro Series products sold before July 1, 2020 are covered for 3 years
Coverage start date	Whichever is earlier: (a) date of sale to end user, or (b) 6 months after shipment from a Xilica Distribution Center
What's covered	Defects in materials and workmanship under normal use
Resolution	Xilica will repair, replace, or credit the original purchase price — at Xilica's discretion
Defect reporting window	Within 30 days of discovering the defect
Service region	Country or region of original purchase only
Mainland China	Separate warranty terms — contact your distributor

What Is NOT Covered

The warranty does not cover:

Wear-and-tear components: Fans, hard drives, displays, external cables, external power supplies, capacitors, connectors, and consumables (batteries)
Cosmetic damage: Scratches, chipping on casings, paint or coatings, and damage to knobs, keypads, buttons, rotary encoders, or covers
Voided warranty conditions: Serial number removed or tampered with; product rented out; product damaged, abused, or destroyed; unauthorized internal repair or inspection; operation outside published limits; installation inconsistent with Xilica recommendations
External causes: Accident, flood, fire, electrical surge, earthquake, or other acts of nature
Software and firmware: Provided as-is unless stated in the EULA or a purchased software warranty program
Third-party or unauthorized products: Third-party products resold by Xilica, OEM products sold under another brand, or products purchased from unauthorized sellers

How to Request an RMA

Step 1: Contact Your Point of Purchase

If you purchased from a Xilica Authorized Partner (distributor or reseller), contact them first to process the warranty claim
If you purchased directly from Xilica, contact support@xilica.com

Step 2: Provide Proof of Purchase

You will need to supply documentation that establishes you as the original end user. This must include:

The product's serial number
The date of purchase

Step 3: Receive Your RMA Number

Once the claim is reviewed and approved, Xilica will issue an RMA (Return Merchandise Authorization) number. This number must accompany the product when shipped — products returned without an RMA number may be refused.

Step 4: Ship the Product

All shipping costs to Xilica, a Xilica Authorized Partner, or an authorized service center are the customer's responsibility
Any customs duties, taxes, clearances, certifications, and insurance are also the customer's responsibility
Xilica is not responsible for damage, loss, or theft during transit — consider using insured shipping

Step 5: Evaluation and Resolution

Xilica will inspect the product and determine at its sole discretion whether the failure is warrantable. If approved:

The product will be repaired or replaced
If repair or replacement is not feasible, Xilica may credit the original purchase price
Repaired or replaced products carry the remaining warranty from the original product — not a new warranty period
All replaced products become the property of Xilica

Note: Xilica may reinstall original software and firmware during service, but will not recover data, transfer configurations, or perform additional setup beyond the product's factory state.

Important Notes

No labor or travel reimbursement: The warranty does not cover labor costs, travel time, diagnostics, installation fees, or communication charges incurred by the customer or partner
Only Xilica can modify warranty terms: No agent, employee, distributor, or reseller is authorized to modify the warranty or make additional warranties on Xilica's behalf