If your Vori hardware stops working, we’ll help you troubleshoot and, if needed, replace the device as quickly as possible. This article explains what’s covered under warranty and how the replacement process works.
What is an RMA?
An RMA (Return Merchandise Authorization) is the process Vori uses to replace hardware that is defective or no longer functioning properly. If Support determines your device needs to be replaced, we’ll ship a replacement unit and provide instructions for returning the defective one.Warranty Coverage
Vori provides limited warranty coverage for hardware purchased through Vori.Standard Warranty Periods
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2-Year Limited Warranty — Applies to most standard POS hardware, including:
- Shopper Display
- Cashier Display
- Scanner scale / scale unit
- Cashier handheld barcode scanner
- Payment terminal
- Receipt printer
- POS computer
- UPS (Uninterruptible Power Supply)
- Network Switch
- Mounts & enclosures
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1-Year Limited Warranty — Applies to handheld hardware, including:
- iPhone
- Linea Pro barcode scanner
- Zebra label printer
- iPhone case
What’s Covered
Warranty coverage includes:- Hardware failures under normal use
- Manufacturer defects
- Devices that stop functioning despite proper handling and installation
What’s Not Covered
The warranty does not cover damage caused by:- Accidental drops or impact damage
- Liquid damage (water, cleaning solutions, food spills, etc.)
- Heat exposure (e.g., placed near ovens, grills, or hot surfaces)
- Tampering, modification, or unauthorized repairs
- Loss or theft
Electronic Shelf Labels (ESLs)
Electronic Shelf Labels (ESLs) follow a separate policy, in line with the warranty from our ESL manufacturer, VusionGroup (SES-imagotag). Coverage applies to labels that never register to your store, not to labels that stop working after they’re in use on the shelf. New labels arrive in a passive pairing mode. Until a label registers to your store, its screen shows the label’s model type and a QR code. Most labels register on their own when left near an access point, or right away when you register the case in the Vusion Link app. What’s covered (within 30 days of delivery):- A label that never registers. If a label still shows the QR code screen after you’ve registered its case and left it within range of an access point, we’ll replace that label.
- A full case that arrives not working. If an entire case of labels won’t power on or register, we’ll replace the case.
- Labels that registered to your store and later stopped working, including labels that have been installed and linked to a product.
- Labels damaged by drops, impact, liquid, heat, or tampering.
Register each new case as soon as it arrives, then set aside any label still showing the QR code. Contact Vori Support within 30 days of delivery so we can replace it. To see what an unregistered label looks like, see Where to find the ESL ID on a label.
Replacement Process
Step 1: Contact Vori Support
Reach out to Vori Support and let us know what device is having issues. We’ll walk you through troubleshooting steps.Step 2: We ship a replacement device
If the issue cannot be resolved, we’ll authorize an RMA and ship a replacement device. In most cases, replacement hardware is shipped as quickly as possible after approval.Step 3: Return the defective device within 30 days
After you receive the replacement, you’ll have 30 days to return the defective device using the return label provided by Vori.Refurbished Replacement Devices
For RMAs, Vori may ship a refurbished replacement device. Refurbished devices are:- Fully tested and confirmed operational
- Functionally equivalent to new hardware
- May show minor cosmetic wear
If Hardware Is Not Returned
If the defective hardware is not returned within the required timeframe:- You may be billed for the replacement device at full MSRP.