Your DOF Reality platform is covered by a full one-year warranty from the moment it leaves our factory. For extra assurance, an optional +1-year extended warranty is available for even longer support.
Warranty Coverage
- We warrant that all products and spare parts are free from faults in design, material and performance for 12 months from the delivery date.
- Parts repaired or replaced within that period carry a 6-month warranty from the date of repair or replacement.
What the Warranty Does Not Cover
- Wearing parts such as wheels and motors.
- Normal wear and tear.
- Damage from storage, installation, use or maintenance that goes against our recommendations.
- Repairs or changes made by anyone other than us.
- Conditions outside our control.
Normal Operating Characteristics
- Some play in the gearboxes and arm joints is unavoidable and normal — up to 10% of the motion range.
- Motors can run warm after extended use but should not exceed 70°C.
- If your order includes dampers, do not set them above 8, as this shortens motor lifespan.
How to Make a Warranty Claim
- If you discover a fault within the warranty period, contact us in writing without undue delay — late claims may be void.
- Provide all relevant information about the fault and answer any follow-up questions.
- We'll examine the case within a reasonable time and confirm whether it's covered. If asked, you must return the defective parts at your own expense and risk.
- If the fault is covered, we'll put it right by repairing or replacing the part, sending you replacement parts to fit, helping remotely, or — for Professional models — sending a technician.
- If we can't rectify a covered fault (for reasons not caused by you), you may cancel the affected order(s) for a refund.
Commercial Use
- Consumer models (M series and H series) are not intended for commercial use. The warranty does not apply if the product is used commercially.
Software
- The software provided is third-party. We can't be held accountable for software issues, and software support is not included with your purchase unless stated otherwise.
Warranty Replacement Parts — Shipping
- Replacement parts supplied under warranty are shipped from our factory or authorised production facility in Europe.
- Delivery of warranty parts may take up to six weeks from the date the replacement is approved and prepared for dispatch, due to logistics, customs, carrier availability and possible route disruptions. We are not liable for delays outside our reasonable control.
- You may arrange your own courier at your discretion and expense. If you do, you're responsible for all transport costs, insurance, customs duties, taxes, brokerage fees, import charges and associated risks.
- Shipping a replacement part under warranty does not extend or restart the original warranty period.
Extended Warranty & Service
- An optional extended warranty is available as an add-on, with terms tailored to your needs.
- Optional extended hardware and software service is also available as an add-on.
- Contact us for details on either.
Refunds
- Refunds are available only if a product is found defective and cannot be restored to proper working order after reasonable joint troubleshooting, including any repair or replacement of parts or the whole product as we determine appropriate.
- Refunds are not granted for change of mind, buyer's remorse, or dissatisfaction unrelated to a manufacturing defect.
- All shipping and return shipping costs are your responsibility. You must package any returned product properly to prevent transit damage.
- If a refund is approved, we'll issue it within 20 days of receiving and inspecting the returned product, using your original payment method unless we agree otherwise in writing.
Cancellations
- You have a 14-day right to cancel non-customized products and spare parts.
- Customized products and services cannot be changed or cancelled after we've sent the order confirmation, unless we agree otherwise.
- Pre-order down payments are non-refundable. Once production of your product has started, the order stands and cannot be cancelled.
For any return, cancellation or warranty question, contact us at support@simulatorshq.com.
