Pulse-Eight Warranty and RMA Process

All Pulse-Eight products are covered by a warranty from the date of purchase. The warranty tier and duration depends on the product. This article explains what each warranty covers, how advance replacement works, and how to start a warranty claim. The warranty tier and duration depends on the product. This article explains what each warranty covers, how advance replacement works, and how to start a warranty claim.

Warranty Tiers

What is Advance Replacement?

During the advance replacement period, Pulse-Eight will dispatch a replacement unit to you before receiving the faulty unit back. This minimises downtime for your installation — you can fit the replacement unit and then return the faulty one.

The faulty unit must be returned within the agreed timeframe once the replacement has been received. Your distributor or Pulse-Eight support will confirm the return process when the replacement is arranged.

What is Return-to-Base Repair?

During the return-to-base period, the faulty unit is shipped back to Pulse-Eight for inspection and repair. Once repaired, it is returned to you. This process takes longer than advance replacement and requires the installation to be without the unit for a period of time.

How to Make a Warranty Claim

Step 1 — Confirm the fault

Before raising a warranty claim, work through the relevant troubleshooting steps to confirm the unit itself is faulty rather than the fault being caused by cabling, configuration, or a connected device. Warranty claims for units that are working correctly after basic troubleshooting cannot be processed.

If you are unsure whether the unit is faulty, contact Pulse-Eight support — the team can help diagnose the issue remotely before a claim is raised.

Step 2 — Contact your Distributor directly

Warranty claims are handled through your local Pulse-Eight distributor if you purchased through distribution, or directly through Pulse-Eight if you purchased direct.

Have the following information ready:

• Product model and serial number (found on the unit label and in the WebUI under Hardware Details)
• Proof of purchase date
• Description of the fault and steps already taken to diagnose it
• Firmware version at the time of the fault

Step 3 — Return the faulty unit

For advance replacement claims, a returns number (RMA number) will be provided. The faulty unit must be returned with this number clearly marked on the packaging. Do not return units without an RMA number as they may not be processed correctly.

Pack the unit securely — ideally in its original packaging. Pulse-Eight cannot be held responsible for units damaged in transit due to inadequate packaging.

What the Warranty Does Not Cover

• Physical damage caused by mishandling, incorrect installation, or accident
• Damage caused by operating the unit outside its specified environmental conditions
• Damage caused by use of non-approved power supplies or accessories
• Consumable items such as fuses
• Units where the serial number label has been removed or defaced
• Any Pulse-Eight Product where the warranty sticker has been damaged or removed
• Any Pulse-Eight Product that has been opened unless expressly permitted by the Technical Support Team