RMA (Return Merchandise Authorization) Policy

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eKoral rigorously tests all its products to ensure optimum quality and reliability before shipping them to customers. However, in certain cases, a product may not perform as expected when installed. It is important to thoroughly sort out the reason for any issues or malfunctions.

Before initiating a warranty claim, please make sure that you have properly connected and installed your eKoral product according to the manufacturer’s instructions. eKoral also suggests that you first consult your regional dealer, our website, and our technical support for possible technical assistance before starting an RMA procedure.

You must obtain an RMA number from an eKoral authorized dealer or eKoral RMA center before returning the defective products to eKoral. Returned merchandise will not be accepted without a valid RMA number.

Scope of Warranty

eKoral’s Warranty, which is non-transferable, covers products against defects in materials or workmanship from the date of purchase. Any second-hand product is not in eKoral’s warranty coverage. Damage resulting from ordinary use or normal wear and tear is not covered under eKoral’s warranty.


During each product’s warranty period, it is at eKoral’s discretion to either repair the defective product or replace it with another one of equal or similar performance, provided that:


  • The product is returned to the eKoral RMA center, postage prepaid.
  • The product was not damaged during transit.
  • The product was properly installed and used according to the manufacturer’s intended purposes and instructions.
  • The product was not modified, abused, disassembled, misused or repaired by unauthorized personnel.
  • The product was not damaged due to acts of nature, such as lightning, flood or fire.
  • The product’s cover was never removed, and the seal stickers were not broken.

Warranty Period

The warranty period commences on the Date of Purchase and its length is defined by the specific product. Please refer to the table below for the warranty period of each model.

ProductWarranty Period
eK Core1 year
eK Power 61 year
eK Lite1 year
eK Power Lite1 year


Note: Any replaced or repaired product mentioned above is covered by warranty for either the remainder of the initial warranty period or for thirty (30) days counted from the date of the replacement, whichever is longer.

Warranty for Sensors and Probes

Due to the expendable nature of the electrochemical sensors, it is difficult to provide a minimum warranty. The life span of the products depends largely on the environmental and operating conditions that they are subjected to. Nevertheless, eKoral provides its sensors and probes with a warranty to support the customers under the following conditions:


  • The product must be used, cared for, and maintained regularly and correctly.
  • The customer must provide a valid proof of purchase with a clear date.
  • Probes with broken glass or other mechanical damage will not be replaced.
ProductWarranty Period
eK Level Sensor/ eK Leak Sensor/ eK Temperature Probe1 year
eK pH Probe / eK ORP Probe/ eK Salinity Probe6 months


eKoral RMA Procedure

Remarks:

  • A valid Proof of Purchase and authorized RMA number are required for RMA processing.
  • The returned product has to be securely packed so it will not get damaged during shipping. eKoral cannot be held responsible for damage incurred during shipping to our RMA receiving centers. Packages that arrive severely damaged may be returned to you at your expense.
  • The customer is responsible for paying the cost of shipping when returning their product(s) to eKoral. You are advised to select a return shipping method that provides tracking information. eKoral cannot be held responsible for lost packages.
  • Include all necessary documentation with your package, including a printed copy of the email that you have received from eKoral that shows your approved application.
  • Write your RMA number on the outside of the box in bold letters. Packages that arrive at our collection center without a clear and valid RMA number labeled on the package may be returned to you at your own expense.
  • If a product was undeliverable and it is returned to eKoral, the customer is responsible for paying the costs of re-shipping. If there are any other additional costs for re-directing or re-shipping the package, the customer will be responsible for coordinating with the carrier and paying these additional costs as well. eKoral is not responsible for packages lost or delivered to an outdated address. If you are in doubt, you should always contact eKoral beforehand to avoid any extra shipping charges.

RMA Packaging and Shipping Instructions

Always acquire an authorized RMA number before delivering your return(s). The RMA number marked on your returned box must be consistent with the one assigned to you on your RMA application.

  • Your Return Material Authorization (RMA) number must be visible on the box.
  • Please use a TRACEABLE carrier or a signed-for service that provides you with a tracking number and proof of delivery.
  • Your RMA number is valid for 30 days, starting from the application date.
  • A product is not covered under eKoral’s warranty terms if our RMA center receives it and finds it with any of the following conditions:
    • Damages incurred during shipping.
    • The product was modified, with dents or scratches on the surface
    • The product’s cover seems to have been removed.
    • The product’s warranty stickers are broken.

Apply for RMA

Contact eKoral support

If you are not able to submit an online RMA request, or if you have any questions, the fastest and most efficient way to contact eKoral is by sending an email to rma@ekoral.io。

Disclaimer

Every effort has been made to ensure the accuracy of all the information provided on this website. eKoral assumes no liability, express or implied, for any damage(s) occurring to you and your property as a result of any mistake or omission during installation or removal, or due to any defect or failure of the product.

eKoral assumes no liability, expressed or implied, for the use of this product or for any incidental damage(s) caused by the use of this product to other devices due to the failure of the product.