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Warranty and Returns Policy

1. Limited Warranty and Statutory Consumer Rights

Under EU consumer law, consumers are entitled to a minimum 2-year legal guarantee for goods that are faulty or do not conform to the contract of sale. Additional or longer statutory rights may apply under national law, including Swedish consumer law.

In addition to any applicable statutory rights, VESC Labs AB provides all customers worldwide, including both consumers and business customers, with a 24-month limited warranty from the date of delivery against defects in materials and workmanship under normal and intended use.

This VESC Labs AB limited warranty is provided in addition to, and does not limit, replace or reduce, any mandatory statutory rights available under applicable law.

What the Warranty Covers

The limited warranty covers faults resulting from:

  • Manufacturing defects
  • Defective materials
  • Defective workmanship
  • Other faults confirmed by VESC Labs AB to have been present in the product when supplied

The coverage described above relates to the VESC Labs AB limited warranty. Statutory consumer rights may apply to a broader range of circumstances where goods do not conform to the contract of sale, as required by applicable law.

What the Warranty Does Not Cover

The warranty does not cover damage or failure resulting from circumstances outside the control of VESC Labs AB, including but not limited to:

  • Incorrect wiring or installation
  • Reverse polarity or incorrect electrical connections
  • Short circuits caused by installation, wiring or connected equipment
  • Operation above the specified voltage, current, temperature or other published product limits
  • Incorrect battery configuration or supply voltage
  • Incorrect motor, sensor, CAN bus, peripheral or accessory connections
  • Incorrect software, firmware or VESC Tool configuration
  • Incorrect motor detection, setup, calibration or commissioning
  • Incorrect current, voltage, duty cycle, field weakening, temperature or protection settings
  • Disabling, bypassing or incorrectly configuring safety or protection features
  • Use with unsuitable, defective or incorrectly configured third-party equipment
  • Electrical surges, transient voltages, inductive spikes or other external electrical events
  • Water ingress, moisture, corrosion, contamination or environmental damage unless the product is expressly rated for the conditions in which it was used
  • Mechanical damage, impact, vibration or physical abuse outside the product specification
  • Overheating caused by inadequate cooling, installation or operation
  • Misuse, abuse, neglect or accident
  • Normal wear and tear
  • Modification, disassembly or repair not authorised by VESC Labs AB
  • Damage caused during transport where the transport was arranged independently by the customer
  • Use of the product outside its published specifications or intended operating conditions

The suitability of a VESC Labs product for a particular motor, battery, vehicle, machine or application remains the responsibility of the system designer or installer unless VESC Labs AB has expressly agreed otherwise in writing.

2. Installation and Configuration Responsibility

VESC Labs products are technical components intended to be integrated into a wider electrical and mechanical system.

Customers are responsible for ensuring that:

  • Wiring is correct before power is applied
  • Battery voltage and configuration are compatible with the product
  • Motor and phase connections are appropriate
  • Sensors and peripheral devices are correctly connected
  • Current, voltage, temperature and other operating limits are configured appropriately
  • The product is adequately cooled
  • The installation is suitably protected from short circuits, contamination, moisture and mechanical damage
  • VESC Tool, firmware and configuration settings are suitable for the application
  • Initial commissioning and testing are performed safely

If there is uncertainty regarding wiring, configuration or installation, the customer should verify the installation before applying power or operating the system.

Damage resulting from incorrect installation or configuration is not considered a manufacturing defect.

3. Warranty Assessment

A product being non-functional does not automatically mean that it is defective or covered by warranty.

Where necessary, returned products will be inspected and tested by VESC Labs AB to establish the likely cause of failure.

Assessment may include examination of:

  • Electrical damage
  • PCB and component failure
  • Connector and terminal damage
  • Signs of reverse polarity or overvoltage
  • Excessive current or thermal damage
  • Short-circuit damage
  • Water or corrosion damage
  • Mechanical damage
  • Firmware and configuration information where available
  • Other evidence relevant to determining the cause of failure

Where the product is confirmed to have failed because of a manufacturing defect or other fault covered by warranty, VESC Labs AB will provide an appropriate warranty remedy.

Where inspection indicates that the failure was caused by installation, configuration, misuse, external equipment or another excluded cause, the repair will not be treated as a warranty repair.

Nothing in this section limits any mandatory statutory rights applicable to consumers.

4. Goodwill Repair or Replacement

We recognise that mistakes can occur during installation and commissioning, particularly when working with high-power electrical systems.

As a customer-service measure, VESC Labs AB will normally attempt to assist with one device damaged through customer error by repairing or replacing it without charging for the repair or replacement, where reasonably possible.

This is a discretionary goodwill allowance and is not part of the product warranty or a statutory warranty entitlement.

Unless otherwise agreed by VESC Labs AB, the goodwill allowance applies to one device per customer, customer account or organisation, rather than one device per order or purchase.

To help identify the cause of the failure and reduce the risk of the same issue occurring again, we ask that customers provide the information requested by our support team regarding the wiring, installation, connected equipment and software or VESC Tool configuration.

Where appropriate, VESC Labs AB is happy to review this information and help customers understand potential issues with their installation or configuration. Our aim is not only to repair or replace the affected device where possible, but also to help prevent a repaired or replacement device from being damaged again for the same reason.

Customers may therefore be asked to provide photographs, wiring diagrams, battery and motor details, configuration files, screenshots, firmware information or other relevant technical information before a goodwill repair or replacement is approved.

The allowance may not apply where sufficient information is not provided to reasonably assess the cause of failure, or in cases involving deliberate misuse, extensive physical modification, repeated disregard of product specifications, or circumstances where repair or replacement is not reasonably possible.

Providing a goodwill repair or replacement does not constitute acceptance that the original product was defective.

5. Subsequent Customer-Caused Damage

After the goodwill allowance described above has been used, products damaged through incorrect wiring, installation, configuration, misuse or another cause not covered by warranty may still be returned to VESC Labs AB for assessment.

We will always try to repair a damaged product wherever reasonably and economically possible rather than requiring the customer to purchase a new unit.

Where the damage is not covered by warranty, the customer may be charged for:

  • Replacement components
  • Repair labour
  • Diagnostic or inspection work, where legally permitted and notified in advance where required
  • Replacement products where repair is not practical
  • Return shipping
  • Incoming shipping where applicable
  • Customs duties, import charges or handling costs
  • Other reasonable costs directly associated with the repair or return

Where practical, VESC Labs AB will advise the customer of applicable charges before proceeding with a chargeable repair.

If the product cannot reasonably or economically be repaired, VESC Labs AB may offer a replacement product at the customer’s cost.

6. Making a Warranty or Repair Claim

If you believe a product is defective or requires repair, contact:

support@vesclabs.com

Please provide as much of the following information as possible:

  1. Order number or proof of purchase
  2. Product name
  3. Detailed description of what happened
  4. Description or diagram of the wiring and installation
  5. Battery voltage and configuration
  6. Motor specifications
  7. Relevant VESC Tool configuration
  8. Firmware version
  9. Photographs of the product, wiring and installation
  10. Relevant screenshots, logs or fault codes
  11. Details of any events immediately before the failure

Providing complete information can significantly improve our ability to identify the cause of a failure and may avoid an unnecessary return.

VESC Labs AB may request additional diagnostic information before authorising a return.

7. Return Authorisation

Products must not be returned without prior authorisation.

Where a return is required:

  1. Contact support@vesclabs.com.
  2. Provide the requested diagnostic information.
  3. Obtain return instructions and shipping label from VESC Labs AB.
  4. Package the product securely to prevent further damage during transport.
  5. Include the order number as instructed.
  6. Ship the product to the address provided by our support team.

Unauthorised returns may be rejected, delayed or returned to the sender.

8. Warranty Remedies

Where VESC Labs AB determines that a product has a defect covered by warranty, we will, as appropriate:

  • Repair the product, or
  • Replace the product with the same or an equivalent product, or
  • Provide another remedy required by applicable law

A refund or price reduction may be provided where required by applicable consumer law or where repair or replacement is not reasonably available.

Warranty repairs and replacements will be provided without charge where required under the applicable warranty or statutory consumer rights.

9. Warranty Period Following Repair or Replacement

A repair or replacement provided under the VESC Labs AB limited warranty does not normally restart or create a new 24-month warranty period.

Unless otherwise required by applicable law, the repaired or replacement product remains covered for the remainder of the original 24-month warranty period, calculated from the original product’s date of delivery.

EU Customer Repairs

Where a product is repaired under warranty for an EU customer, 12 months is added once to the remaining applicable warranty period.

For example, if 8 months of the applicable warranty period remain when the repair is completed, the product will have 20 months of coverage remaining.

This 12-month extension applies once and only where required under applicable EU consumer law.

Non-Warranty, Paid and Goodwill Repairs or Replacements

Where a product is repaired or replaced outside the warranty, including where:

  • The repair or replacement is provided as a discretionary goodwill measure
  • The customer pays for a repair
  • The customer contributes towards the cost of a repair or replacement
  • The damage is mentioned in our exclusions in Section 1

the repair or replacement does not restart or create a new 24-month VESC Labs AB limited warranty.

Where the original 24-month warranty period is still active, it continues for the remainder of that original period, subject to the exclusions in this policy and any mandatory rights under applicable law.

New Replacement Products Purchased by the Customer

If a customer purchases a completely new replacement device, rather than receiving a repaired or replacement product under the original warranty, a goodwill arrangement or a repair service, this is treated as a new sale.

The new device will therefore receive a new 24-month VESC Labs AB limited warranty from its date of delivery.

Any mandatory statutory rights or legally required extensions that apply following a repair or replacement remain unaffected.

10. Shipping Costs for Warranty Claims

Where a claim is confirmed as a valid warranty claim, reasonable return shipping costs will be covered or reimbursed by VESC Labs AB where required.

Where a returned product is found not to have a warranty-covered fault, including where damage resulted from incorrect wiring, configuration, installation or misuse, shipping and other associated costs may be charged to the customer, subject to applicable consumer law.

Customers should contact VESC Labs AB before arranging a return so that the appropriate shipping procedure can be confirmed.

11. EU Consumer Right of Withdrawal

Consumers who have a statutory right of withdrawal for a distance purchase may notify VESC Labs AB that they wish to withdraw from the purchase within 14 days of receiving the goods, subject to the exclusions and conditions provided by applicable law.

To exercise this right, contact:

support@vesclabs.com

The customer is responsible for return shipping costs unless otherwise required by law or agreed by VESC Labs AB.

Consumers may inspect a product to the extent reasonably necessary to establish its nature, characteristics and functioning. Where a product has been handled or used beyond what is necessary for this purpose, the consumer may be responsible for any resulting reduction in value where permitted by applicable law.

Products must be packaged appropriately for return.

Refunds will be processed in accordance with the time limits and requirements of applicable consumer law. VESC Labs AB may, where permitted by law, withhold reimbursement until the returned goods have been received or the customer has supplied evidence that they have been returned.

The statutory right of withdrawal is separate from the warranty and repair process described above.

12. Retailer, Distributor and Reseller Sales

Where a VESC Labs product is purchased from a retailer, distributor or reseller, the end customer’s contract of sale is with that retailer, distributor or reseller.

Warranty claims and statutory consumer claims should therefore normally be made to the original seller. The retailer, distributor or reseller is responsible for handling the rights and obligations it owes to its own customer under applicable law.

VESC Labs AB provides its 24-month limited warranty to retailers, distributors and resellers for defects in materials and workmanship in accordance with this policy.

Where a retailer, distributor or reseller receives a claim that it believes results from a manufacturing defect, it may submit the product to VESC Labs AB for warranty assessment.

If VESC Labs AB confirms that the product has a defect covered by this warranty, we will provide the appropriate warranty remedy to the retailer, distributor or reseller.

Damage resulting from incorrect wiring, installation, configuration, misuse or any other cause excluded by this policy is not covered by the VESC Labs AB limited warranty, regardless of whether the damage was caused by the retailer’s customer or another third party.

The discretionary goodwill allowance described in Section 4 applies to purchases made directly from VESC Labs AB unless otherwise agreed in writing with the retailer, distributor or reseller. Retailers, distributors and resellers remain responsible for determining any goodwill assistance they choose to provide to their own customers.

VESC Labs AB may, where appropriate, assist retailers, distributors and resellers with technical assessment and diagnostic information to help determine whether a failure is the result of a manufacturing defect or customer-caused damage.

Nothing in this section removes any mandatory rights or obligations that apply between a retailer, distributor or reseller and its customer under applicable law.

13. Business Customers

Business customers are covered by the same 24-month VESC Labs AB limited warranty described in Section 1.

However, statutory consumer protections may not apply where products are purchased wholly or mainly for business, commercial, engineering, development, integration or resale purposes.

Unless otherwise agreed in writing, warranty coverage for business customers remains limited to defects in materials and workmanship and does not cover system design, installation, configuration, integration or suitability for a particular application.

Repair, diagnostic, shipping and replacement costs arising from customer-caused damage may be charged to the business customer.

14. Limitation of Warranty Scope

VESC Labs AB manufactures and supplies components for integration into customer systems.

Unless expressly agreed in writing, VESC Labs AB does not warrant the design, safety, suitability or performance of the customer’s complete system, vehicle, machine, battery, motor, wiring, software configuration or other third-party components.

The warranty applies to the VESC Labs product itself and not to damage, losses or failures elsewhere in a customer’s system caused by incorrect installation, configuration or operation, subject always to any liability which cannot legally be excluded or limited.

15. Statutory Consumer Rights

This policy does not exclude, restrict or replace rights that consumers have under mandatory applicable consumer-protection legislation.

Consumers in different countries may have statutory rights that differ from the VESC Labs AB 24-month limited warranty or continue beyond its duration.

Where this policy conflicts with a mandatory statutory consumer right, the statutory right will apply.

16. Important Information

This Warranty, Repairs & Returns Policy forms part of the VESC Labs AB Terms and Conditions of Sale.

By purchasing products from VESC Labs AB, customers acknowledge that VESC products are technical electrical components which must be correctly selected, installed, configured and commissioned.

In particular:

  • All VESC Labs AB customers worldwide, including consumers and business customers, receive a 24-month limited warranty.
  • A failed product is not automatically a warranty defect.
  • Damage caused by incorrect wiring or software configuration is not covered by the VESC Labs AB limited warranty.
  • VESC Labs AB will nevertheless try to repair damaged products wherever reasonably possible.
  • VESC Labs AB normally provides one discretionary goodwill repair or replacement for customer-caused damage on products purchased directly from VESC Labs AB.
  • The goodwill allowance does not automatically extend to end customers purchasing through retailers, distributors or resellers.
  • Retailers, distributors and resellers are responsible for handling warranty and statutory consumer claims made by their own customers.
  • Retailers, distributors and resellers may submit suspected manufacturing defects to VESC Labs AB for assessment under the VESC Labs AB limited warranty.
  • Customers may be required to provide wiring, installation and configuration information so that VESC Labs AB can help identify and prevent the cause of repeated failures.
  • Once that goodwill allowance has been used, subsequent customer-caused damage and associated repair, replacement, shipping and other costs are chargeable to the customer.
  • Repairing or replacing a product under warranty does not normally restart the original 24-month warranty period, except where an extension is required by applicable law.
  • Non-warranty, paid and goodwill repairs or replacements do not restart or create a new 24-month warranty period.
  • A completely new replacement device purchased by the customer is treated as a new sale and receives a new 24-month VESC Labs AB limited warranty.
  • Products must not be returned without prior approval from VESC Labs AB.
  • Nothing in this policy removes mandatory statutory consumer rights.