Terms of service

MITEK warrants to our purchasers that the equipment we sell will be free from defects in material and workmanship during the lifetime of said equipment, provided the equipment is properly used and maintained.  For end users, the “Warranty Period” covers the life of the equipment; if you are a reseller of our equipment, the Warranty Period is 90 days from our invoice date. We offer an additional 10-day warranty for visible/cosmetic damage that is valid for both end users and resellers.

If you are an end user and experience an equipment defect, follow the warranty procedure below and we will, at our sole discretion, repair or replace it with the exact model or a model with the same or better functionality. In either case, we will provide either new equipment or, at our discretion, fully tested refurbished equipment, or we will refund the purchase price.

If the product you receive is cosmetically or physically damaged in a way that is apparent upon viewing the equipment, then you must notify us of the damage within 10 business days after you receive the equipment and provide us with photos of the damage. The Warranty Period for the repaired or replaced product will terminate on the termination date of the original Warranty Period for the defective product.

The lifetime warranty for end users, 90-day warranty for resellers, and 10-day warranty for visual damage do NOT apply to any new original equipment manufacturer (OEM) equipment for which MITEK is an authorized reseller, or to any new OEM equipment that MITEK acquires for resale from an authorized reseller.  When you purchase OEM equipment for which we are authorized resellers, the OEM warranty will replace our warranty—regardless whether the OEM warranty is longer or shorter than our warranty.  To the extent authorized, MITEK will also pass through to you any transferable warranties offered by the equipment manufacturers. Our sole responsibility with respect to any such warranties is to provide you with reasonable assistance in your efforts to have the manufacturer honor the warranty. If a manufacturer’s warranty is not issued to you or transferred to you through us as an authorized reseller, then our lifetime warranty or 90-day warranty will apply and not the manufacturer’s warranty.

Our warranty does not apply to any failure of the equipment as a result of misuse, abuse, accident, neglect, or mishandling; lack of proper maintenance; environmental factors; improper installation or configuration; flood, fire, or other natural disasters; physical damage; normal wear and tear; electrical issues caused by lightning, power surges or incorrect electrical voltages or electrical modifications or improper installation or configuration.

This warranty is valid only for the original purchaser of the product from MITEK and is non-transferable.

Category and item exceptions apply, item page and specific warranties offered override. Hard drives and other storage devices are eligible for a maximum one-year warranty period. Crypto Currency Hardware are eligible for a 90 day warranty period due to specific inventory considerations. Software, batteries, and licenses are not eligible for warranty coverage.

The warranty procedure below must be followed; otherwise, the warranty may be voided.

WARRANTY PROCEDURE

Customers must register their warranty within 30 days of purchase in order for the warranty to be activated.

To initiate a warranty claim, send an email to warranty@MITEK.com. Include your order number and the serial number(s) of the defective product(s) in your email.

We will provide instructions on next steps, which may include troubleshooting to ensure the product is, in fact, defective.

A return merchandise authorization (RMA) number is required before you return any equipment to us for warranty treatment. Our team will issue you an RMA number after we confirm the item is covered under warranty.  RMA numbers are valid for 30 days (i.e., we must receive the defective equipment no later than 30 calendar days after the RMA number is issued).

We must receive the defective equipment within 30 calendar days after the date that we issue you the RMA number.

If we receive the defective equipment more than 30 calendar days after the RMA issue date, the equipment will not be eligible for repair, replacement, or refund and you will incur a processing fee of either $150 or 7% of the original sales price, whichever is greater.

All equipment must be returned in the same packaging condition in which it was originally delivered and include all accessory items i.e., power supply, cables, line cords, documentation etc. Missing accessories or damaged equipment resulting from substandard packaging will be charged to you.

If you are returning equipment under the 10-day visible/cosmetic damage warranty, you must also retain the packaging that your equipment arrived in and provide photographs of the packaging in order to obtain an RMA number.

All product returns must show the RMA number on the return packing slip or external packaging. Do not write the RMA number on the manufacturer’s box, as this could be considered product damage

MITEK will pay the shipping cost to return the defective equipment to us only if you use the freight carrier and account number that we provide to you in the RMA documentation. MITEK will also cover the cost of any import duties, taxes, or other similar fees arising in connection with the shipping of the equipment, except for any such duties, taxes, or fees arising as a result of shipments outside of the continental United States, which shall be your responsibility.