If your EmbracePlus paired with EpiMonitor stops working or some of the product’s features do not function effectively, please email us at support@empatica.com to resolve your issue.
If the troubleshooting process results in the need to replace the device or its accessories, you’ll be eligible for a free replacement within the warranty terms of:
-
🇺🇸 US Residents
- 1 year for US residents with a monthly subscription plan
- 2 years for US residents with a yearly subscription plan
- 🇪🇺 2 years for EU residents
While Empatica cannot guarantee that the operation of EpiMonitor will be uninterrupted or error-free, we are always here to help. If you require support, please make sure to include a detailed description of the problem and pictures whenever possible so we can assist you more effectively.
The warranty does not cover the following:
- Consumable parts that are designed to diminish over time (i.e. battery or band), unless failure has occurred due to a confirmed defect
- Cosmetic damage, including, scratches, and dents, unless has occurred due to a confirmed factory defect
- Damage caused by usage outside the Instructions for Use
- Damage caused by accident, such as misuse, fire, liquid contact, or any kind of accidental damage
- Damage caused by servicing or attempting servicing on the device itself, including disassembly of the device
- Damage caused by normal wear and tear or otherwise due to the normal aging of the device
- If the device appears to be used by someone different from the user mentioned in the uploaded Prescription on the EpiMonitor account
Please note that under the above circumstances, Empatica might refuse to provide support and decide not to proceed with a device replacement.
*Prescription is required only for US customers. Customers using EpiMonitor outside the US do not need a prescription.