Faulty Device? How to Get a Repair or ReplacementUpdated 38 minutes ago

What the warranty covers

Combustion hardware and accessories are warranted against defects in material and workmanship, under ordinary consumer use, for 24 months from the date your order shipped. Bought through combustion.inc or an authorised retailer.

If a covered defect appears in that window, Combustion will repair or replace the hardware with a new unit of equal specification, at no charge to you. Whether it is repaired or replaced is our call, not a choice you make up front.

Ordinary wear does not count, so scratches and marks on the outside of a device are not defects.

How to start a claim

Email [email protected]. Include:

• Your order number, or the email address you ordered with
• Which device it is, and roughly when you bought it
• What it is doing, and what you have already tried
• A photo or short video if the fault is something we can see

We may ask for a dated sales receipt.

Do not send anything to us before we ask you to. Warranty service is not provided for hardware that arrives without pre-authorisation, so a parcel sent on your own initiative can be refused. Wait for instructions.

What happens next

If we need the device back, we will send you a prepaid shipping label and the address to send it to. Put the label on the outside of the box. There is nothing to pay and nothing to arrange yourself.

If the fault is covered, we pay to ship the repaired or replacement unit back to you. If we examine it and it turns out not to need repair or replacement, return shipping to you is at your cost.

Not every claim needs the old unit back. If yours does not, we will say so, and you do not need to do anything with it.

What is not covered

The full list is in Warranty. In short, a claim will not be covered if the device has been:

• Modified or repaired by anyone other than an authorised service centre, where that is what caused the fault
• Had its serial number altered or removed
• Abused, misused, neglected, or badly maintained
• Damaged in an accident or a natural disaster
• Cleaned in a way our documentation does not describe
• Sent back in packaging that does not meet what our documentation specifies
• Used commercially, for example as rental equipment
• Sold to you as REFURBISHED in the first place by an unauthorized reseller

Consumers in the EU, New Zealand and Australia have statutory rights that can extend beyond this warranty, and some US states do not permit certain exclusions. Warranty covers that in full.

Changed your mind instead?

That is a return rather than a warranty claim, and the window is different: 30 days from shipment for a full refund of the purchase price. Refund policy has the details, including what happens to shipping costs and how currency conversion can shift the final figure slightly.

Still have a question?

Email [email protected] with your order number and what the device is doing.

Warranty is the full legal text. Refund policy covers cancellations, returns and refunds.

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