Chladni Industrial Systems LLC provides a 90-day return and cancellation guarantee, followed by ongoing defect-replacement protection for hardware covered by an active subscription. This policy explains the start date, refund scope, safe return procedure and later warranty coverage. Contact info@chladni.com with your order reference. Mandatory rights and more favorable express purchase terms remain unaffected.
You may return the hardware and cancel the affected order and its subscription for any reason by notifying us within the first 90 calendar days. You do not have to prove a defect, provide a return reason or show that a savings target was missed. Cancellation releases the remaining payment commitment for that order, including any otherwise applicable annual or minimum term. No further recurring charges accrue for the cancelled service after we receive your notice.
This applies to hardware that has been installed and reasonably used for evaluation within its documented specifications. Ordinary installation, approved configuration and normal wear do not remove the guarantee. There is no restocking, early-termination or administrative cancellation fee.
You may cancel the whole affected order. For an order expressly divided into independent phases before acceptance, the guarantee applies separately to each phase, and a timely cancellation releases all hardware and service commitments for that phase. An order not expressly divided in this way is covered as one complete order. A partial return is also permitted where the remaining configuration can operate safely and independently; we explain and obtain approval for any revised remaining scope or pricing. Adding a later phase or additional assets does not restart the guarantee for earlier deployments, and cancelling one order does not cancel another order without your instruction.
For a deployment combining hardware and monitoring, the period begins on the later of delivery of all Chladni hardware required for that deployment and activation of its agreed monitoring service. Activation means the agreed setup is completed, monitoring data is being received and the customer's authorized contact has the agreed account or reporting access. We confirm the start date in writing. The start date is day one; notice sent by the end of the 90th calendar day in the receiving site's local time is timely.
For a service-only order, the period begins at activation. For a standalone hardware purchase without a monitoring service, it begins at delivery. Phased orders must identify the hardware, services and evaluation start for each phase. Cancellation before the evaluation starts is also permitted under the guarantee.
If activation is delayed solely because your site is not ready, the evaluation period begins 30 calendar days after all required hardware has been delivered and we have confirmed in writing that we are ready to activate and offered reasonable commissioning assistance. We give advance written notice of that start date. An agreed commissioning schedule or written extension controls instead. Chladni-caused installation, configuration or activation delays do not consume your evaluation period. This rule does not independently authorize billing before the accepted billing trigger.
For an eligible cancellation, we refund all amounts paid to Chladni for the cancelled order or agreed cancelled portion, including hardware, subscription fees, shipping charged by us, and Chladni installation or commissioning fees. Applicable taxes we collected are refunded to the extent refundable under law. We do not deduct normal evaluation use or require you to accept store credit.
Charges paid directly to independent installers, carriers, customs authorities or other third parties are not amounts paid to Chladni and are outside this refund promise. We provide reasonable documentation to support any recovery available from them. Unless the accepted order expressly includes removal assistance, you arrange safe removal by qualified personnel at your cost; this does not reduce the refund of covered Chladni charges.
Return the supplied hardware and reusable accessories. If an item is missing or materially damaged through misuse beyond normal evaluation use, we first explain the issue and allow reasonable time to return the item or challenge the finding. Any proposed deduction must be itemized, supported by evidence and limited to the reasonable cost attributable to that missing item or damage, taking its condition into account. Normal wear, consumed installation materials and lack of original packaging are not grounds for a deduction. We process the undisputed refund on time.
Email info@chladni.com from an authorized customer contact with your order reference and a clear instruction to cancel and return. An available online cancellation control may also be used. We may verify authority proportionately; you do not need to complete a sales call or explain your business decision. The date of a timely notice preserves the guarantee even if our acknowledgement or authorization arrives later.
We acknowledge the request within two business days and provide return instructions, an authorized return address and prepaid standard tracked shipping within five business days. Dispatch the equipment within 30 calendar days after receiving workable instructions, or within a longer agreed period needed for safe removal, decontamination or collection. It does not have to arrive before the 90-day period expires. Equivalent protective packaging is acceptable.
Chladni bears carrier transit risk after documented handover using our approved return label and packing instructions, subject to damage caused by materially inadequate packing or unsafe undisclosed contamination. Keep the dispatch receipt. Do not send equipment to our correspondence address unless it is the authorized return address for your case.
If our failure to provide workable return arrangements prevents return, we extend the deadline and do not use that delay to defeat the claim. If it remains unresolved for 30 calendar days after your cancellation notice solely because of Chladni, we issue the eligible refund against reasonable evidence that the equipment is held for agreed collection or safe disposal. Your obligation to cooperate in its safe recovery remains.
We issue an eligible refund to the original payment method within 10 business days after receiving the returned hardware, confirming that no return is needed, or the alternative refund trigger in section 4. For a service-only cancellation, this period starts when we receive the cancellation notice. We complete any return inspection within five business days of receipt; inspection does not restart the 10-business-day clock. If a return is lost or delayed after documented handover using our approved arrangements, we issue the eligible refund within 10 business days after its scheduled carrier delivery date, or after the 15th calendar day following handover if no delivery date was provided. A carrier investigation does not postpone the refund. Any shorter legal deadline controls.
We confirm the amount, any explained deduction and the processing date. A different lawful payment method requires agreement; account details must be verified securely. Banks and payment providers may take additional time to post the funds. Duplicate and incorrect charges are corrected separately and are not restricted by the evaluation window. Business days mean Monday through Friday, excluding United States federal holidays.
You may choose a covered defect replacement during or after the 90-day evaluation period. Requesting or receiving a replacement does not waive remaining return or cancellation rights. If a covered defect prevents evaluation, we extend the evaluation window by the period without usable affected monitoring, excluding delay caused solely by the customer.
For hardware supplied by Chladni for a subscribed service, we provide free replacement for defects in materials or workmanship throughout the period that the affected asset remains covered by an active paid Chladni subscription, when the hardware is used within its documented specifications. A good-faith disputed invoice does not by itself remove this protection. Expiry of the 90-day guarantee does not end replacement coverage.
For standalone hardware sold without ongoing subscription coverage, the warranty lasts 24 months from delivery. A replacement is covered for the remainder of that warranty or 90 days after replacement delivery, whichever is longer. Ongoing subscription coverage continues for as long as the qualifying subscription remains active. A claim properly reported during coverage remains eligible even if processing continues after the coverage ends.
Covered replacement parts and standard outbound and return shipping are free. We provide the same model or a compatible replacement with materially equivalent or better capability and the required safety and environmental ratings. A refurbished substitute or a material change to installation or integration requires prior disclosure and customer agreement. We do not require the customer to obtain a remedy from the manufacturer first, and we do not substitute a repair for a promised replacement without agreement.
This covers Chladni-supplied monitoring hardware, not the plant machinery being monitored. Removal, site access, third-party labor and reinstallation are included only where the order says so or where required by law; any proposed paid service requires prior approval. If the defect results from Chladni's own installation work, we will also correct that work at no charge. Premature battery or other component failure caused by a covered defect is included; ordinary consumable depletion is governed by the disclosed product specifications and any agreed replacement plan.
Report the problem to info@chladni.com with the order reference, serial number if available, a description and reasonable supporting information. We acknowledge within two business days and provide an assessment or a next step within five business days. We may request proportionate troubleshooting but will not require unsafe tests, unnecessary production interruption, repeated completed steps or disclosure of unrelated plant information. Any site visit or charge requires agreement first.
We confirm the replacement arrangement and supported dispatch estimate. Where reasonably necessary for a critical monitored asset, we arrange an advance replacement after assessment when stock, transport and safe handling permit, with the defective unit returned afterward. We explain any interim monitoring limitation. These response commitments are not a promise of 24-hour human monitoring or same-day replacement delivery.
If a covered defect in Chladni hardware prevents the affected asset's monitoring, we credit the affected subscription fees for the period from the defect report until monitoring is restored, subject to reasonable customer cooperation and excluding delay caused solely by the customer. If we cannot provide a suitable replacement for a covered defect within 30 calendar days after your defect report, you may cancel the affected service without a termination fee and receive unused prepaid subscription fees back. This clock pauses only while specifically identified information or access reasonably needed to assess the defect is missing solely because of customer delay; we identify the requirement promptly and explain any pause in writing. For a standalone purchase, you may choose a refund of the defective product's purchase price instead. A longer restoration period applies only if you agree to it. Mandatory and more favorable contractual remedies remain available.
Defect coverage does not extend to damage caused by deliberate misuse, an unauthorized modification that caused the failure, operation outside the documented specifications, accidental physical damage or an external event unrelated to a product defect. An exclusion requires a causal connection; installation by qualified customer personnel, opening an authorized battery compartment or using approved integrations does not automatically void coverage. We explain any denial and the supporting evidence in writing, and you may ask for review.
Never ship equipment with hazardous contamination, a damaged battery or another transport hazard without agreed instructions. We work with you on safe removal, decontamination, approved collection or documented local disposal. A genuine safety restriction does not automatically cancel a valid return or replacement claim. Avoid including unnecessary plant records in returned equipment. We provide applicable reset instructions and securely erase retained customer data and revoke device credentials before returned devices are reused or disposed of.
For a standard monthly subscription, cancellation received before the next renewal stops that renewal and takes effect at the end of the paid billing period, unless you request an earlier stop. You may continue using the service through that paid period if access remains safe and lawful. Used or partially used periods are not automatically refunded after day 90, except under a covered-defect credit, an express agreement, our uncured material breach or applicable law.
An annual or other minimum commitment applies only if conspicuously disclosed and expressly accepted. After the 90-day guarantee, cancellation normally prevents its next renewal and does not erase the existing agreed commitment, unless an applicable remedy permits early exit. We do not charge an undisclosed early-termination fee. We confirm the effective date and any genuinely outstanding, itemized amount. Stopping payment or unplugging a device is not a cancellation instruction.
If hardware was expressly supplied on loan or lease, return it within 30 calendar days after termination using our provided standard tracked return arrangements, unless a different safe plan is agreed. Normal wear is acceptable; charges for missing or damaged equipment require the disclosed contractual basis and supporting evidence. Outright-purchased hardware remains yours after an ordinary post-guarantee cancellation, except where exchanged for a refund or replacement. Data export and deletion follow the Terms; the export period does not create additional monitoring charges.
You may cancel an unshipped order covered by this guarantee without a cancellation fee. We issue the refund within 10 business days of notice or any shorter legally required period. An order containing shipped and unshipped portions is handled proportionately without delaying the refund of the unshipped portion for a return that is not required.
Mandatory rights and more favorable accepted offers remain protected. Website updates cannot shorten existing guarantees or replacement commitments; a negotiated change requires both parties' signatures and an explicit description. Send questions or disputes to info@chladni.com for a written response.