Customer Service
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Warranty & after-sales support
In Europe, end-user service and support are handled through authorized local Zentron dealers. Contact your dealer for local warranty and technical assistance; contact Zentron for help finding the appropriate service channel.
Warranty overview
| Item | Coverage | Warranty period |
|---|---|---|
| Thermal devices | Main unit | 3 years |
| Accessories | Cables, mounts and eyepieces | 1 year |
The warranty starts on the original dealer sale date and is fully transferable. Keep valid proof of purchase and the device serial number. Mandatory consumer rights remain unaffected.
6-month registration extension
Successful product registration provides an additional six months of warranty under the published registration policy. Complete the registration form above and keep the confirmation. The device record and service confirmation show the applicable warranty dates.
5-day service promise
For a defect under normal use during the warranty period, Zentron will repair or replace the device. If service cannot be completed within five business days of receipt, you may choose a replacement in equal or better condition, or wait for your original unit.
What is covered
- Manufacturing defects or factory malfunctions.
- Internal component failures under normal use.
- Performance issues not caused by misuse or external factors.
What is not covered
- Accidental, water or misuse damage, and unauthorized disassembly.
- Normal or cosmetic wear, including lens scratches and battery aging; loss of the device.
- Missing or altered serial numbers, or no valid proof of purchase.
- Unauthorized modifications, repairs or tampering.
RMA & shipping instructions
Prepare your records
Prepare the serial number, model, original invoice or receipt, a description of when the issue occurs and clear fault photos where relevant. List the accessories and packaging being returned.
Request an RMA
Use the RMA form above or contact technical support. Keep your RMA number and wait for the shipping instructions before sending the device. The support team reviews the request and provides next steps within three business days.
Ship and follow progress
Under the published service policy, you pay inbound shipping and Zentron covers return shipping. Zentron is not responsible for loss or damage in inbound transit, subject to mandatory law. Pack securely, keep tracking details and use the repair-progress form with your RMA number.
Technical support & App feedback
Technical feedback is reviewed with a published response commitment of 24 hours. RMA applications are reviewed with next steps within three business days. These response times are separate from the five-business-day service promise after the device is received.
In ZEN LINK, connect your device, open About and choose Feedback under Support. Describe when the issue occurs and include relevant details. You can also use the support form above or email the technical support team.