Tech. will provide the owner with the address and mailing instructions to post their SteriPEN for further diagnostic.
Owner will send the following to SteriPEN Product Support
With the lamp cover and battery cap attached - Replaceable battery models
With the lamp cover attached - USB rechargeable models
A photocopy of the receipt, if not previously provided during communications
A quick note, with the provided RA number and a legible return postal address
US$7 - Check made out to "Katadyn," to cover return postage.
Do not send - We can not guarantee their return, and we will not send replacements if items are accidently included.
Batteries, unless USB rechargeable model, or otherwise requested by the Tech.
Any of the accessories, including the "black holster."
Any of the original packaging
Tech will diagnose the SteriPEN, determine the cause of the issue, and take the appropriate action.
Component Malfunction - The SteriPEN has a component that happened to stop working. A replacement SteriPEN will be sent out, and the included check will be voided and destroyed.
Manufacturing Defect - The SteriPEN was not assembled correctly. A replacement SteriPEN will be sent out, and the included check will be voided and destroyed.
Working - The SteriPEN is working perfectly out of the package, and all diagnostics show the SteriPEN to be working. A replacement SteriPEN will be sent out, and the included check will be deposited.Damaged - Although the damage, or cause of, may not be obvious to the owner, the Tech.'s deeper examination of the pen has found damage from misuse. Owner will be contacted, and will be requested to provide additional funds. If the owner does not want to cover the repair costs, the SteriPEN will not be returned (not currently enforced) , and the included check will be voided and destroyed.