If you have any problem take a look at this support site. If you still can’t solve the issue, contact us trought info@xepta-reef.com, we will help you. Most of the problems are start-up or installation problems, keep in mind that both the autoBalance and the aBex are measuring devices that depend on the sample to be measured and that this sample get into the beaker in the correct conditions. Also moving parts, electrical signals and environmental conditions can affect the measurements. However, if you believe that the equipment is faulty, you can claim the warranty at any time.

The procedure is as follows:

1. Contact us, normally you will have already contacted us and we will have tried to help you. If there is no other option, the equipment or part of it will have to be checked at the factory.
2. Ship the equipment to us at the address we give you, which can be to Xepta’s facilities or to your local distributor facilities.
3. If it is a replaceable component such as a motor or sensor, you can pre-purchase it and replace it if we authorize you to do so and if is the case. But keep in mind that you will only be refunded if after the factory inspection it is determined that it was a manufacturing defect and not a problem resulting from usage fault or an accident.
4. Once we receive the equipment or component, we will proceed to the review. In that review we will determine if the failure is attributable to a manufacturing defect covered by the warranty, or attributable to misuse or accident in which case it would not be covered by the warranty.
   1. If it is covered by the warranty we will repair it, replace the necessary components and send it to you free of charge.
   2. If it is not covered by the warranty we will offer you a repair estimate budget before doing anything and you will have to approve it freely.
   3. In case it is only a component that you have previously purchased and that after evaluation is found to be under warranty, you will be refunded for the cost of the component. On the other hand, if it is not covered by the warranty, the purchased component will not be refunded.

The equipment is covered by a 3-year warranty for products purchased after January 1, 2022 and 2 years for products purchased before January 1, 2022, except in those countries whose legislation indicates otherwise. This does not include the material considered expendable and subject to wear and tear such as the equipment tubes, the tubes of the head pumps, the pH probe that will have the same consideration of expendable material and a warranty of 6 months and the aBex sensors whose useful life varies between 6 months and 2 years.

Sometimes it will be necessary to send a component to the corresponding supplier to determine a possible manufacturing or use defect, which could lengthen the repair and/or analysis process.