Warranty & Returns
We support our products well beyond delivery with clear warranty coverage, structured RMA handling, and service options for more demanding environments.
Need help with an existing order or a return request? Contact us at sales@ecin.ca
Warranty Coverage
Warranty terms vary by product category. The table below summarizes base coverage, whether support plans are required for extended protection, and any important notes relevant to each product family.
| Product Category | Warranty (No Support) | Support & Maintenance Availability | Notes |
|---|---|---|---|
| Optical Transceivers (1G-400G) | 5 Years (Lifetime) | Not required | Mature, field-proven technologies |
| DAC / AOC / ACC Cables (1G-400G) | 5 Years (Lifetime) | Not required | High-speed interconnects |
| 800G / 1.6T Transceivers & Cables | 3 Years | Not required | Latest-generation high-speed technologies |
| SmartPlugs (XGS-PON, QSFP-LS) | 2 Years | Not required | Programmable modules |
| Fiber & Copper Patch Cables | 2 Years | Not required | Passive cabling |
| Media Converters | 2 Years | Not required | Standalone conversion devices |
| Racks & Enclosures | 2 Years | Not required | Physical infrastructure |
| Fiber Adapters & Cassettes | 2 Years | Not required | Passive optical components |
| Network TAPs | 1 Year | Standard & Premium Support available | Visibility hardware |
| PacketMaestro / PacketMaestro Pro / MaestroVision | 90 Days | Standard & Premium Support required for extended coverage | Software + hardware platforms |
| Distributed Supplier Products | As per manufacturer terms | As applicable | Includes products from suppliers such as Microchip, Edgecore, UfiSpace, and other distributed brands |
Important Notes
- Warranty applies to the original purchaser only.
- Products must be purchased directly from E.C.I. Networks or authorized channels.
- Warranty coverage starts from the shipment date.
- "Lifetime warranty" is defined as a maximum of five years from the shipment date.
- For network visibility platforms, extended coverage requires an active support and maintenance plan.
Third-Party / Distributed Products
For products supplied by third-party manufacturers, E.C.I. Networks coordinates the process where applicable, but warranty and return eligibility remain governed by the original manufacturer.
Manufacturer Terms Apply
Warranty, support, and return terms are governed solely by the original manufacturer's policies.
Facilitated by ECI
E.C.I. Networks acts as a distributor and facilitator for warranty and RMA processing where applicable.
- E.C.I. Networks does not provide independent warranty coverage beyond what is offered by the manufacturer, unless explicitly stated in writing.
- Repair, replacement, or support availability is subject to manufacturer approval, product lifecycle status, and stock availability.
- Customers are encouraged to review the original manufacturer warranty terms for applicable products.
Return Merchandise Authorization (RMA) Summary
The RMA process depends on whether the product is found to be defective and whether the request meets the applicable warranty conditions.
| Scenario | Coverage |
|---|---|
| Defective product | Repaired or replaced |
| Non-defective product | Returned at customer expense + USD $25 testing fee |
| Return shipping | Paid by customer |
| Replacement shipping (defective items) | Covered by ECI |
| Advance replacement | Available for eligible cases, with shipment within 2 working days |
Warranty Exclusions
- Misuse, abuse, or improper handling
- Electrical or optical damage
- Unauthorized modifications
- Improper installation or environmental exposure
- Damage caused during shipping by the carrier
If you need to start an RMA or troubleshoot a product issue, our support team can guide you through the next steps.
Create a TicketSupport & Maintenance Options
Extended support and maintenance plans are available for products that require ongoing software coverage, technical assistance, or faster replacement handling.
Support and maintenance plans apply to Network TAPs, PacketMaestro, PacketMaestro Pro, and MaestroVision.
| Feature | No Support (Base Warranty) | Standard Support | Premium Support |
|---|---|---|---|
| Coverage Duration | 90 days (platforms) / 1 year (TAPs) | 1 Year | 1 Year |
| Software Updates & Patches | Not included | Included | Included |
| Technical Support | Limited (initial 90 days) | Business-hours (email & portal) | Priority business-hours (email & phone) |
| Response Type | N/A | Best-effort | Priority handling |
| Hardware Support | Repair & Return only | Repair & Return (RMA) | Advanced Replacement |
| Replacement Shipment | Standard | Standard | Within 2 working days |
| Case Management | N/A | Standard | Coordinated HW + SW ownership |
| Recommended Use | Lab / POC / non-critical use | Production (moderate criticality) | Mission-critical / high availability environments |
24x7 Technical Support
Available for customers requiring round-the-clock assistance and faster response times.
Extended Lifecycle Support
Coverage may be extended beyond the initial term, including multi-year options and post End-of-Sale support.
Advanced SLA Agreements
Customized response targets and service levels are available for critical environments.
Project-Based Support
Engineering assistance, deployment support, and tailored service engagements are available on request.
Need Warranty Help?
Contact our team for warranty questions, RMA guidance, support plan details, or assistance with third-party product coverage.
Contact Sales