> ## Documentation Index
> Fetch the complete documentation index at: https://help.vori.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Hardware Warranty & Returns (RMA)

> customer-facing hardware RMA policy

## 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**

* **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
* **1-Year Limited Warranty** — Applies to handheld hardware, including:
  * iPhone
  * Linea Pro barcode scanner
  * Zebra label printer
  * iPhone case

Warranty coverage begins on the date your hardware is delivered.

***

### **What’s Covered**

Warranty coverage includes:

* Hardware failures under normal use
* Manufacturer defects
* Devices that stop functioning despite proper handling and installation

If your device is covered and cannot be resolved through troubleshooting, Vori will send a replacement.

***

### **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

If returned hardware shows signs of misuse or non-warranty damage, Vori may charge for the replacement device.

***

### **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.

**💡Tip:** Vori Support may be contacted in one of three ways:

1. **Email** - [support@vori.com](mailto:support@vori.com)
2. **Call** - (415) 779 - 0021
3. **Live Chat** - through app.vori.com & help.vori.com

   [Click here](/getting-started-with-vori/support/use-live-chat-for-support-questions-and-requests) for directions on how to use Live Chat.

#### **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**.

***

### **Need Help?**

If you have a hardware issue or need help with a return, contact Vori Support:


## Related topics

- [How to fix the barcode scanner on the store handheld (Socket Mobile version)](/hardware-and-peripherals/handheld-and-mobile-devices/how-to-fix-the-barcode-scanner-on-the-store-handheld-socket-mobile-version.md)
- [Pair and Troubleshoot the Linea Pro Barcode Scanner](/hardware-and-peripherals/handheld-and-mobile-devices/pair-and-troubleshoot-the-linea-pro-barcode-scanner.md)
- [Troubleshoot Cash Drawer Issues on the POS](/hardware-and-peripherals/cashier-screen-and-shopper-display/troubleshoot-cash-drawer-issues-on-the-pos.md)