Returns & Warranty

Product Warranty and Limited Liability
Auber Instruments offers up to a 12-month warranty on selected products^1,2, providing you with a confident and peace-of-mind shopping experience.  
¹. For sensors (temperature sensors, humidity sensors, pressure senders, and sensors included in combo sets/kits or plug-n-play controllers/panels), a 3-month warranty is offered. 
². For parts, components, modules, combo sets or kits (including temperature controller modules, automobile gauges, timer modules, DIN rail parts, switches), a 6-month warranty is offered.  

Auber Instruments warranties are only applicable to the original consumer purchasers only. Each Auber Instruments product is protected against defects in materials and workmanship, provided the product(s) has been stored, handled, installed, and used under proper conditions. The terms of this warranty only apply to the Auber Instruments’ products. Auber Instruments shall not be liable for any incidental or consequential damage resulting from the use of its products. Auber Instruments' liability under this limited warranty shall extend only to the repair or replacement of a defective product, at Auber Instruments' option. The customer is responsible for reading product instruction manuals (which are available for download on the webpage of each product) and operates/uses our products accordingly. Damages to our products incurred by user error will not be covered by Auber Instruments' warranty.

Return and Exchange Policy
Customers should contact Auber Instruments to obtain authorization prior to sending any product back. We request customers, who contact us to acquire return or exchange for faulty products, to fully communicate with us regarding the item in question so that we can properly identify the problem and provide suitable customer service.

In the case where a customer believes he/she receives products that are dead on arrival (DOA), the customer should contact Auber Instruments for proper troubleshooting and to acquire replacements. Auber Instruments will permit exchanges of defective items or replacement items to customers. Customers should contact Auber Instruments no later than 30 days of the shipment. Failure to reach out within this time frame will result in an automatic inability to receive replacements or a refund.

Customers can return an item for full refund (less shipping and handling costs) within 30 days of the shipment (Note 8). The item must be in unused and salable (as sold state) condition. For items that have been opened and used, we will charge a 10% restocking fee to cover costs of inspections and loss of the original packing material. Additional fees may apply if there are any components or accessories missing, or if the item is not in salable condition. Customers are responsible for the return shipping costs, but are not responsible for shipping costs if product failure is a result of Auber Instruments production error. 

Customers can exchange an item for a similar model provided that the item is in unused and salable condition within 30 days of the shipment. Customer is responsible for the shipping costs both ways. We will refund/charge for the price difference. The credit for the send-in item is evaluated the same way as returned item.

Customers can contact us for faulty products which are still in warranty for free repair. If the product is not repairable, we will issue credit for the returned product or provide a replacement product. The free repair only applies to situations where the customer stores and uses our products properly and follows the product instruction manuals. The customer is responsible for the shipping costs of sending the item in.

To customers that have out-of-warranty products that are not functioning properly, we provide product inspection and repair services. Customer is responsible for the cost of repair and the shipping costs both ways.

Note 1: PID controllers
Due to the high frequency of controller damages due to user mis-wiring, all relay/SSR output related issues will require users to send the controller back for inspection before any replacement can be sent. 
Note 2: International Orders
For international orders where the return was the result of our error, Auber Instruments will reimburse you for the shipping costs after the returned product is received (if shipped using an economical method). Under no other circumstances will we cover the costs of international shipping returns. In the case where the customer receives defective products, please contact us so we can provide assistance on the situation.
Note 3: Shipping refund on Dead-on-Arrival cases
If the customer received an Dead-on-Arrival product from Auber Instruments and wants to return it for a refund rather than an exchange, we will provide a prepaid return shipping label or compensate for return shipping costs. The original shipping cost from Auber to customers is non-refundable. Additional restocking fees may apply if products are damaged by user error after inspection. 
Note 4: Heating coils
Our warranty for coil heater only covers manufacturing defects; damages caused by overheating (≥1000°F) are NOT covered by the warranty. For damaged coils caused by overheating, we offer discounts on purchasing a replacement. (A note on coil damages due to overheat.)
Used or decolored heating coils are non-returnable.
Note 5: Shipping address issue
We (Auber) will ship packages to the shipping address stated in the customer's order, which can be found in the order confirmation email and order status page. It is the customer's responsibility to confirm the accuracy of the shipping address in the order details. Auber Instruments will not be held responsible for the lost package if the shipping address in the customer's order is incorrect.
Note 6: International packages (non-US orders)
For international orders, the shipping charge Auber collected includes transportation cost only. Customers' local shipping carriers (Postal Service, FedEx, UPS, etc) may collect additional fees at delivery, such as import tax & duty, broker charge or advancement fee. Customers are liable for those fees.
Note 7: External Peristaltic Pumps
The external peristaltic pump included in the AWM-L02 dispensing machine systems (link) are non-returnable.
Note 8: Policy for refurbished products
No return or exchange for the refurbished products. Standard product warranty applies.
Note 9: Refused/rejected delivery
If the shipment is denied back to sender (Auber) due to non-Auber related issues, including but not limited to incorrect/incomplete shipping address provided by the customer, or refuse to pay the import duty & tax, the original shipping cost is non-refundable. To reship this order, the customer needs to cover the 2nd shipping cost. Also, for non-USPS shipping methods such as UPS/DHL/FedEx, return shipping is not free and it will be charged to the customer.
Note 10: Order cancellation
Once the order has been shipped, we are unable to cancel this order. Please contact Auber support for return instructions. For unshipped orders, we may be able to cancel it. Please contact Auber support ASAP. 

Return Information
1) If you ordered the product from Auber Instruments directly, please contact Auber customer support to obtain your return instructions and unique RMA number.
2) If you ordered the product from a third party seller, please try to contact your seller directly. The warranty terms above are only applicable for customers who ordered the products from Auber webstore/Auber official ebay store/Auber official amazon store directly. 
3) For Auber distributors/dealers, please see the following guide for Auber warranty policy: Standard Operating Procedure (SOP) For Processing Returns For Auber Instruments Distributor

System level technical support disclaimer
System level tech support is only applicable to the customers who purchased retail version DIY kits or assembled products from Auber Instruments directly. If the customer didn't follow the specifications, including but not limited to the cases below, Auber Instruments covers the warranty for the parts only.
1) Customers purchased one or more parts from Auber Instruments, and built a control system similar to Auber's retail version of assembled products.
2) Customers purchased Auber's DIY kits but didn't follow the installation specification.
3) Customers modified an assembled control panel built by Auber without Auber's pre-authorization. 

Protection Plan for Auber Control Panels (Subscription)
Protection Plan for 30A PCO Control Panels
Protection Plan for 50A PCO Control Panels

Last update: 11/10/2023