RETURN FOR REPAIR/REPLACEMENT PROCEDURE (RMA)

LPMDL-110X Series Data Loggers

iTransformers Labs Ltd| UIN 202645674 | www.thingslog.com | sales@thingslog.com | +359 875 32 80 70

Версия / Version: 1.0 | 01.06.2023

SCOPE AND PREREQUISITES

This document describes the mandatory procedure for submitting return requests for ThingsLog LPMDL-110X devices for repair or replacement (RMA). It forms an integral annex to the ThingsLog LPMDL-110X Hardware Products Terms and Conditions.

RMA requests are accepted ONLY through the official ThingsLog support portal:

http://support.thingslog.com

An account on the portal is required. Do NOT ship equipment until ThingsLog confirms the RMA number and return instructions.

RMA procedure steps

STEP 1 — CREATE A TICKET IN THE PORTAL

Log in to support.thingslog.com and create a new ticket, selecting type: RMA / Warranty return.

Recommended ticket title:

RMA request - [Customer name] - [Device model] - [Serial number]

STEP 2 — CUSTOMER INFORMATION

Provide the following information in the ticket:

• Customer company name, ERP/ThingsLog customer number (if known).

• Contact person, email, phone.

• Return shipping address and preferred courier.

STEP 3 — EQUIPMENT INFORMATION

Device category (required — select one or more of the following):

• Meter

• Logger

• Sensor

• Antenna

• Cable

• Battery

• Enclosure

• Other (describe)

Device details (required fields):

• Product type/model, serial number, ThingsLog device number.

• Product code, quantity, installation site.

• Related order/invoice, warranty end date (if known).

STEP 4 — ISSUE DESCRIPTION

Main reason (required — select one or more of the following):

• Does not transmit data

• Wrong values

• Physical damage

• Battery issue

• Sensor issue

• Configuration issue

• Other — describe in detail in the description field below (required)

Detailed description (required):

• When the issue was first observed.

• Constant or intermittent.

• Last successful transmission (if known).

Business impact and requested action (required — select one of the following):

• Diagnostics — remote diagnosis, no physical return

• Repair

• Replacement

• Credit — credit note

• Other (describe)

STEP 5 — ADDITIONAL CHECKS FOR LOGGERS

For LPMDL-110X logger RMA requests, all fields in this step are mandatory. The ticket cannot be submitted until they are completed. Provide the following:

• Model, serial number/ThingsLog device number, SIM or communication type (2G/4G/NB-IoT/LoRa).

• Battery status and signal quality — visible in the ThingsLog platform (Devices → device details).

• Antenna type and position (built-in/external, mounting angle).

• Any recent configuration, firmware, SIM, or installation change? (Yes/No — if Yes, describe)

STEP 6 — REQUIRED ATTACHMENTS

• Photo of the device (required when physical condition is relevant).

• Photo of wiring and connection (required for transmission, pulse, or sensor issues).

• Photo of antenna and enclosure (required for communication issues).

• Photo of the SIM area (required for communication issues) — The SIM card is located inside the device enclosure: open the housing, remove the protective plate, and the SIM slot is labelled "SIM". A photo of the SIM card inserted in the slot is required, or proof from the mobile network operator that the issue is not on their side — a trace or system log.

• Screenshot from ThingsLog platform — alarms, last transmission, battery status, signal quality.

• Order, invoice, or delivery note (speeds up warranty confirmation).

STEP 7 — SHIPPING AND RESOLUTION

Shipping:

• Ship the device only after receiving the RMA number and instructions from ThingsLog.

• Mark the RMA number clearly on the package.

• Warranty repairs: shipping to ThingsLog at the user's expense; return shipping at ThingsLog's expense.

• Out-of-warranty repairs: shipping in both directions at the user's expense.

Timelines and resolution

• ThingsLog performs diagnostics within 10 business days of receipt.

• For out-of-warranty repairs: ThingsLog sends a cost estimate; user has 14 days to decide.

• For replacements: identical or equivalent model; 3-month warranty on repaired parts.

• Devices unclaimed within 60 days of repair notification may be disposed of.

ThingsLog | iTransformers Labs Ltd

www.thingslog.com | sales@thingslog.com | support.thingslog.com | +359 875 32 80 70

v1.0 — 01.06.2023