📄 STid Warranty & Return Terms – Supplied by Sotera AS

Applies to all purchases of STid access control readers via Sotera AS
Version 10.2025 – Effective from 1. October 2025

1. General

STid access control readers supplied by Sotera AS are covered by the manufacturer's official warranty terms, in addition to Sotera's local return and service process. These terms apply to all customers and partners purchasing STid products from Sotera, regardless of contract status. All sales of STid products from Sotera to the customer are subject to STid’s General Terms of Sale (version 5.00, effective June 1, 2017), available at stid-security.com/en/terms-of-sales.
In the event of conflict between this Agreement and STid’s Terms of Sale, this Agreement shall take precedence.

All pricing from Sotera for STid products is provided Ex Works (EXW) Lysaker, Norway, and is exclusive of VAT, customs duties, and shipping costs, unless otherwise is specified.

2. Warranty Periods

Warranty coverage applies to manufacturing defects and follows STid Security’s current international warranty policy:

Product Category Warranty Period
Architect® readers (e.g. ARC‑A/B/I/L/G) Lifetime warranty
Touchscreen readers (e.g. ARC‑C/CQ, ARCS‑C) 2 years
Accessories and non-reader devices 1 year

Note: Warranty periods may change. Always consult the current STid policy:
🔗 stid-security.com/en/warranty-policy

3. Exclusions and Limitations

The warranty does not cover:

  • Call-out, troubleshooting, removal, or reinstallation costs

  • Transport or shipping expenses

  • Damage caused by misuse, incorrect installation, or unauthorized modifications

  • Products returned without a valid RMA number

4. Return & RMA Procedure

If a product appears defective, you must contact service@sotera.no to request a Return Material Authorization (RMA) number. Only complete RMA requests with the required product and fault information will be processed.

  • The product must be returned within the timeframe specified in the RMA notice (typically within 30 days).

  • All returns must include the completed and signed RMA form and display the RMA number on the package.

  • Returns without a valid RMA or incomplete forms will be rejected.

  • If the returned product is found to be non-defective or out of warranty, a handling fee applies (currently EUR 50 excl. VAT + shipping).

  • If the customer wishes to receive new readers while an RMA case is being processed, the customer must issue a valid Purchase Order (PO) to Sotera AS prior to the shipment of replacement units.
    Any readers returned to Sotera that are found to be without fault (“No Fault Found”) will result in invoicing for the temporary units provided during the RMA period, in accordance with the applicable price list.

5. Governing Policy

If any warranty-related matter is not explicitly covered by this document, the official STid Warranty Policy shall apply:
🔗 stid-security.com/en/warranty-policy

6. Legal

These terms are governed by Norwegian law, with legal venue in the curret court district of Bærum.

7. Contractual Priority

If a valid and signed Sotera VAR Partner Agreement exists between the customer and Sotera AS, the terms of that agreement shall take precedence over any general warranty and return terms in the event of conflict.
If no such agreement is in place, STid’s standard sales and warranty terms shall apply to all STid products purchased through Sotera AS.

Contact
Sotera AS – Org. no. 979 692 811
Strandveien 37, 1366 Lysaker, Norway
📧 service@sotera.no | 📞 +47 67 11 90 00