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Warranty and Repair Frequently Asked Questions (FAQ)

Q:  What does the warranty cover?
A:   The warranty covers hardware failures, but does not include products such as reagents, consumables and services. It does not cover issues caused by damage due to shipment, handling, storage, accident, impact, abuse or misuse. Specific product warranty information can be inquire in product warranty page.

Q:  How do I determine the warranty period of GENDANIO products?
A:   Now you can check the length of the warranty from our website. Note that different products as well as accessories, etc may have different warranty periods. The warranty period usually begins on the shipping date.

Q:  How do I find the serial number of GENDANIO products?
A:   The serial number is located on a label on the bottom or the back of the unit.  It is also displayed at the Main Menu/Information display.

Q: How should I package and ship repair products?
A:   If the product is damaged during transportation, the customer will be responsible for it. Please be sure to package and ship it properly.

Note: The owner retains responsibility for all repair products until they reach GENDANIO.  Shipping insurance is HIGHLY recommended.

Q:  Who pays for shipping?
A:   Products to be repaired under warranty will be returned to GENDANIO at the owner’s expense.  Repairs covered by warranty (as reasonably determined by GENDANIO) will be shipped back to the owner at GENDANIO’s expense.  Shipping costs outside of warranty covered items will be at the owner’s expense.

Q:  When will my replacement GENDANIO ship?
A:   Subject to material availability, repairs covered by the warranty will be carried out within 30 days of receipt of the product and shipped back to the owner at GENDANIO’s expense.  Repair of items not covered by warranty will be by an estimate approved by the customer before work begins.  The estimate will contain costs of labor and parts as well as expected time frame of completion.

Q:  How do I check the status of an RMA?
A:   Please contact Technical Support at This email address is being protected from spambots. You need JavaScript enabled to view it.