Returns & Warranty Policy
Hardware Warranty, Returns Process and Repair & Replacement Procedures
Measurement Systems Limited provides comprehensive warranty coverage on all new equipment we supply. This policy details warranty periods, what is covered, exclusions and the step-by-step process for returns and repairs.
Measurement Systems Limited is headquartered in Kenya and operates through subsidiaries in Uganda, Rwanda and Malawi, supporting customers across the region under one coordinated group standard.
Warranty Periods
12 MONTHS
Hardware Warranty
All new survey instruments, GNSS receivers, total stations, levels and laser scanners carry a 12-month hardware warranty from the date of purchase. Covers manufacturing defects and component failure under normal use conditions.
6 MONTHS
Accessories Warranty
Tripods, prism poles, batteries, chargers, data cables and carrying cases carry a 6-month warranty from the date of purchase.
24 MONTHS
Extended Warranty
An optional 24-month extended warranty is available at the time of purchase for qualifying equipment models. Extended warranty includes one annual calibration and priority service response.
What the Warranty Covers
- Manufacturing defects in materials or workmanship.
- Electronic component failure under normal operating conditions.
- Software faults attributable to factory firmware.
- Mechanical failures not caused by physical impact or misuse.
Warranty Exclusions
- Physical damage: Cracked screens, bent housings, broken connectors and damage from impact, dropping or crushing.
- Calibration drift from improper storage: Instruments stored outside recommended temperature/humidity ranges or in environments with strong magnetic fields.
- Water damage beyond IP rating: Immersion beyond stated IP class or exposure to corrosive liquids.
- Unauthorised repairs: Equipment opened, modified or repaired by non-authorised personnel.
- Normal wear: Battery capacity reduction, lens scratching, worn keypads and similar consumable wear items.
- Firmware modifications: Damage caused by unofficial firmware or software installation.
Returns: 14-Day Window
Equipment may be returned within 14 days of purchase if it is in original, unused condition with all original packaging. A 10% restocking fee applies to non-defective returns. See our Return and Refund Policy for the full RMA process.
Warranty Claim Process
- Contact Support — Email sales@measurementsystems.org with your invoice number, equipment serial number and a description of the fault. Include photos or video of the defect.
- Get RMA — Our team will review within 2 business days and issue an RMA number if the claim is valid under warranty.
- Ship Equipment — Send the instrument to our Nairobi service centre. Measurement Systems Limited covers return shipping for valid warranty claims within Kenya, Uganda, Rwanda and Malawi.
- Inspection — Our authorised technicians inspect the equipment within 3 business days of receipt and confirm warranty validity.
- Repair / Replace / Refund — Valid warranty claims are resolved by repair, replacement or, where neither is possible within a reasonable timeframe, a refund. Target resolution: 10 business days from receipt.
Email sales@measurementsystems.org — include your invoice number and serial number.