Seneye Products > dashboard > Renaming your seneye device > Returns, repairs and refunds
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    If you have a seneye or ITC Reefculture product you think is not working correctly for whatever reason, please contact our super seneye/ITC support team. 

    In the unlikely event the item is faulty as a company we stick to the three golden Rs, Return, Repair, Refund.


    Device Warranty

    Each device has a one year warranty on it therefore if the device is diagnosed by our support team as faulty, we will either repair or replace it.


    The Seneye system is unique in that we can do diagnostics remotely on a product so please keep your Seneye device connected to the Seneye cloud where possible. 


    We will then be able to offer further assistance in diagnosing the potential issue and offer further advice about what the next step is. This could be a remote software patch or depending on the scenario we might need to get the device back to us*, directly from the customer or via the store the system was purchased from**. A new device will not be sent out whilst the team is diagnosing the issue. If the team establishes the system is faulty, we will repair it. If irreparable and in warranty, we will replace it.


    Please note, that the support team will require proof of purchase in order to determine if the device is in warranty.

    For more information on our support process please follow the link below: 


    Seneye Support Team 


    Second-Hand Product Warranty

    If you have purchased a second hand seneye product, it is no longer under warranty. Therefore, if it is faulty we do not offer a free replacement, repair, or a refund. We would advise you to contact the seller if they are at fault.


    Returning Product 

    If you have bought directly from us then please read our answers page: Seneye Support Team 

    If you have purchased them elsewhere such as store or online you will need to contact the store you purchased them from directly. It is at the store's discretion if they will issue you a refund. However, we strongly recommend that you take the time to go through the issue with the support team first as many stores will ask us for a return authorization before accepting the product back. 



    Before you are issued/offered a replacement, the Support Team will ask for proof of purchase for the device. This can either be a physical recipt, email recipt, or an order confirmation.

    If you have been issued/offered a replacement, your faulty product will need to be removed from your account (we can do this for you) and disposed of accordingly.

    If you have sent your device in to us and we find this product to be faulty, meaning that it needs to be replaced. We will not be able to send this back to you under any circumstances.


    For more information on our returns policy please see below:


    *Please note that you would be responsible for the shipping costs to us

    ** Please do not ship any products back to us without a Returns Authorisation Number. Returns received without this will be returned to the sender without inspection


    This returns policy/procedure applies to ITC customers and products as the brand is owned and operated by seneye Ltd.