The Tobii Pro hardware products have a standard 2-year manufacturer’s guarantee. The warranty ensures that the product meets the specifications during the agreement.
Tobii Pro will repair the equipment free of charge if it breaks (ex. fan, illuminator, video camera), if the equipment has been used under normal conditions, as defined in the product description.
The warranty does not cover any other faults/damages that may occur e.g. dropping the unit or other types of accidents as well as handling the unit in a careless manner, aka Warranty void. Tobii Care is an additional service to cover damages and theft. Contact Tobii Pro sales department for more information.
Clients must always contact support to determine if a repair is required and to authorize RMA. Never send in an eye tracker prior to receiving an RMA number.
The Customer is responsible for covering the cost of shipping the broken unit to Tobii Pro unless otherwise specifically agreed upon, and Tobii Pro will cover the cost of returning the unit once repaired.
Tobii Pro aims is to repair hardware units within 10 business days. In event of urgency, clients can ask for a loan unit and Tobii Pro will evaluate options for such a request.