Warranty & returns
Do I have to send the faulty item back?
We require all faulty parts to be sent back to our address before replacement parts can be sent or credit applied. If you require the replacement part, we can bill you for a replacement part and refund you once the faulty part has been returned.
What happens if something arrives damaged?
If a product arrives from PISEN that has been damaged during shipping, we require customers to send pictures of the damage.
What condition does the item need to be in when I return it?
Items will only be replaced under warranty if they are returned in the same state that they were sent. Any scratches, cracks, dents or other damage that is no fault of PISEN will void the warranty, this includes dropping. We reserve the right to refuse a warranty on any items displaying any physical damage at our discretion. We suggest all parts where possible be tested before fitting or gluing to avoid damage if the product is faulty.
Please note: These common issues are a cause of an item to be failed during the RMA(Return merchandise authorization) process:
If your item arrives in this condition please contact us immediately.
Screw Hole Damage - Caused by either tightening the screws beyond the intended torque or installing the wrong sized screw.
Paint Scratch - This is caused by trying to remove the Proxy Sensor Flex with metal tools.
Torn Flex - Mainly caused during the installation of the screen.
Broken LCD -This is a case of the LCD being damaged by a drop or impact without the glass being damaged