Warranty & returns
Plain terms, published up front. If something we sold you does not capture like it should, we make it right.
Warranty coverage
| Condition | Warranty |
|---|---|
| New | Full manufacturer warranty (typically 1 year). Optional 1-year extended warranty available on eligible Thales hardware. |
| Certified Refurbished | 90 days, from BiometricSource |
| Used - Grade A | 90 days, from BiometricSource |
| Used - Grade B | 90 days, from BiometricSource |
| Used - Grade C | 30 days, from BiometricSource |
| As-Is / For Parts | No warranty. Clearly labeled before purchase. |
Our used-hardware warranty covers functional failure in normal use: the unit stops powering, enumerating, or producing captures that meet its specification. It does not cover physical damage after delivery, liquid ingress, or disassembly. Warranty service is repair or replacement with an equivalent unit at our option, or a refund if we cannot do either.
30-day returns
Everything except As-Is units can be returned within 30 days of delivery for a refund. The unit must come back complete, in the condition it shipped, with the accessories listed on the listing. Contact us for a return authorization before shipping anything back; we pay return shipping when the return is due to our error or a warranty failure, and the buyer pays it for change-of-mind returns.
Software licenses and activation keys are not returnable once delivered or redeemed.
New hardware (manufacturer pass-through)
New Thales and other new-in-box hardware carries the manufacturer's warranty, and we handle the paperwork: contact us first and we will run the RMA with the manufacturer on your behalf. The optional extended warranty adds a second year of manufacturer coverage; it appears as its own line item at purchase.