Warranty and Service Center
PWMI Group is an official partner of the world's leading manufacturers of measuring and industrial equipment (Leybold, Guide Sensmart, etc.). All devices purchased in our online store are covered by an official manufacturer warranty.
1. Warranty Periods
The warranty period depends on the category of equipment and is indicated in the passport (warranty card) of each specific device:
| Equipment Category | Warranty Period | Note |
|---|---|---|
| Main measuring equipment (thermal cameras, gas analyzers, stationary systems) |
From 1 to 3 years | Exact period is specified in the warranty card |
| Additional accessories and parts (connecting cables, external probes, transport cases) |
From 6 to 12 months | Depending on the type of accessory |
| Consumables and replaceable elements (chemical gas sensors, air filters, batteries) |
6 months | Subject to compliance with operating and storage rules |
2. Mandatory Remote Technical Diagnostics
To avoid cases where equipment is sent to the service center due to incorrect user settings or a dead battery, PWMI Group has a mandatory preliminary remote diagnostic rule:
- If the device is not working correctly, do not rush to arrange shipping to the warehouse. Send a description of the problem to our email: office@pwmi.lv.
- In the email, indicate the invoice number, device model, and describe in detail which specific part or function is malfunctioning. Attach a photo or a short video of the device screen at the time of the error.
- Our technical specialists will analyze the problem remotely. In 70% of cases, engineers help configure the device via email or phone, saving you time and eliminating transportation costs.
3. Service Fee for Unjustified (False) Returns
⚠️ Important Information for Buyers:
If the device was delivered to our service center under a warranty claim, but during professional technical examination and testing by engineers it turned out that the device is fully functional, no defects were found, and the failure occurred due to incorrect user actions or ignorance of the instructions:
- The client is obliged to pay a fixed service fee for diagnostics in the amount of 25 EUR.
- Return transportation of the equipment to the client's address is carried out exclusively at the buyer's expense after payment of the service fee.
4. Distribution of Transportation Costs During Repair
- Delivery to the service center: All expenses for packaging and delivery of faulty equipment to our warehouse (Valmieras iela, 3-3, Rīga, LV-1009, Latvia) are entirely borne by the buyer. You are responsible for the reliability of the packaging.
- Delivery to the client: If the examination confirms a factory defect and the case is recognized as warranty-eligible, PWMI Group covers all costs for the return delivery of the repaired or replaced device to the client.
5. Handling Complaints and Out-of-Court Dispute Resolution
We strive to resolve any controversial situations through open bilateral negotiations. All official complaints and suggestions are accepted by the company's management at office@pwmi.lv. We undertake to provide an official response within 5 business days.
If a compromise is not found, buyers (individuals) have the legal right to seek protection of their rights from the supervisory authorities of the Baltic countries or use official European platforms:
- Latvia: Consumer Rights Protection Centre (PTAC) - Brīvības iela 55, Riga, LV-1010.
- Lithuania: State Consumer Rights Protection Authority (VVTAT) - Vilniaus g. 25, Vilnius 01402.
- Estonia: Consumer Protection and Technical Regulatory Authority (TTJA) - Endla 10a, 10142 Tallinn.
- European Union: Single European platform for Online Dispute Resolution (ODR).