We use cookies to give you the best experience. If you do nothing, we'll assume that's OK.

OK, I don't mind using cookies No thanks

Evogence is dedicated to 100 percent customer satisfaction. We are confident that our return policy will ensure your ultimate satisfaction with your XPane purchase.

Before Purchasing
Let us help you do the research

Most returns can be avoided before you make your purchase. Please take advantage of our comprehensive site to read our pre-purchasing tips, check model specifications and installation guides or connect with our knowledgeable sales specialists for more information. Sometimes issues cannot be avoided, so here are some tips to help you if they arise.

Damaged Shipments
Inspect your appliance before accepting delivery

All of our shipments are 100 percent insured. It is very important to inspect your product thoroughly before accepting and signing for it. Unlike smaller purchases, XPane's are delicate and have many parts that are sensitive to rough handling. Though your box and packaging may appear intact, it is still possible that your product may be damaged. Check for both internal and external damage before accepting delivery. If you notice there is damage to the product, refuse the package and note the damage on the delivery invoice. Please call our customer service department immediately. If damage issues arise after signing for the merchandise, you are responsible for filing all claims with the shipper. Therefore, a thorough inspection of all packages is important before signing.

Defective Merchandise 
Plug in your XPane ASAP to make sure it operates properly

It is important that the XPane is installed in a timely manner, as soon as possible, to make sure it operates properly. Evogence reserves the right to refuse defective merchandise if it was not inspected or installed by an Evogence or an authorized contractor.

If you receive an item that is defective upon delivery that is not due to shipping damages, please contact customer support within 24 hours of receipt.

If the unit is brought out of the continental United States, the warranty is voided. 

We are not responsible for any installation or shipping charges when Evogence authorizes a replacement on a unit.

Missing parts are covered within the first 30 days of delivery receipt.

Product Does Not Meet Your Needs 
Call within 24 hours if product does not meet your needs

Before deciding on the model that you will purchase, do all appropriate research as recommended above. If you receive an item that does not meet your needs please call our customer service department within 24 hours of receipt. Any product that has been installed or has attempted to be installed cannot be returned. Returned products must be in brand-new condition with all packaging, product literature and blank warranty cards enclosed in the exact condition in which received. 

In event of a return or refusal, shipping and handling charges to and from our warehouse are not refundable. You will be responsible for the full cost of return shipping and handling. Free shipping, rebates, and all promotions are voided upon return/refusal of merchandise. All returns must be shipped back to our warehouse prepaid, using the original method of shipment. If your item was shipped by a freight carrier, you must return it with a freight carrier to ensure its safe return. For a list of approved carriers, please contact customer service. 

All returns/refusals are subject to a 30% restocking fee. 

General Return Policies at a Glance

    To avoid having to return items, please read all item specifications before purchase, and call us with any questions prior to placing your order.
  • Damaged items should not be accepted upon delivery.
  • After signing for and accepting your item, you are responsible for all damage claims.
  • You must contact us within 24 hours of receiving your item if your product is damaged, does not meet your needs or if the product is defective after the first use.
  • In the event of a return, you must contact customer service to receive a return authorization (RA) number. We will not accept any returns without a RA.
  • Returns are accepted within 30 days of delivery.
  • All returns are subject to a 30% restocking fee.
  • Shipping and handling charges to and from our warehouse are not refundable for returned items.
  • Returned products will not be accepted unless they are in brand-new condition with all packaging, product literature and blank warranty cards enclosed in the exact condition as received.
  • You must return the item using the same shipping methods as it was originally shipped.
  • We are not responsible for any missing, incorrect or damaged products delivered more than 30 days after receipt.
  • Evogence does not accept returns for any item that has been installed, used or plugged in. All items must be like-new, in original packaging.
  • Evogence reserves the right to refuse returns.

Limited Warranty to Original Purchaser

This limited warranty begins on the original date of purchase, and is valid only on products purchased and used in the United States. To receive warranty service, the purchaser must contact EVOGENCE for problem determination and service procedures. Warranty service can only be performed by a EVOGENCE authorized service center. The original dated bill of sale must be presented upon request as proof of purchase to EVOGENCE. EVOGENCE will repair or replace this product, at our option and at no charge as stipulated herein, with new or reconditioned parts or products if found to be defective during the limited warranty period specified above. All replaced parts and products become the property of EVOGENCE and must be returned to EVOGENCE. Replacement parts and products assume the remaining original warranty, or ninety (90) days, whichever is longer. Certain products are eligible for on-site service at Evogence’s discretion. To receive on-site service, the product must be unobstructed and accessible to service personnel. If during on-site service, repair cannot be completed, it may be necessary to remove, repair and return the product. If on-site service is unavailable, EVOGENCE may elect, at our option, to provide for transportation of our choice to and from a EVOGENCE authorized service center. Otherwise, transportation to and from the EVOGENCE authorized service center is the responsibility of the purchaser.

This limited warranty covers manufacturing defects in materials and workmanship encountered in normal use, and except to the extent otherwise expressly provided for in this statement, and shall not apply to the following, including, but not limited to: damage which occurs in shipment; delivery and installation; applications and uses for which this product was not intended; altered product or serial numbers; cosmetic damage or exterior finishes; accidents, abuse, neglect, fire, water, lightning or other acts of nature; use of products, equipment, systems, utilities, services, parts, supplies, accessories, applications, installations, repairs, external wiring or connectors not supplied or authorized by EVOGENCE which damage this product or result in service problems; incorrect electrical line voltage, fluctuations and surges; customer adjustments and failure to follow operating instructions, cleaning, maintenance and environmental instructions that are covered and prescribed in the instruction book; reception problems and distortion related to noise, echo, interference or other signal transmission and delivery problems; brightness related to normal aging, and, if the TV is used for commercial or non-normal consumer use, burned-in images (a permanent defect in areas of a TV display that can be caused by cumulative effects of displaying the same image or scene for long periods of time). EVOGENCE does not warrant uninterrupted or error-free operation of the product.

THERE ARE NO EXPRESS WARRANTIES OTHER THAN THOSE LISTED AND DESCRIBED ABOVE, AND NO WARRANTIES WHETHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, SHALL APPLY AFTER THE EXPRESS WARRANTY PERIODS STATED ABOVE, AND NO OTHER EXPRESS WARRANTY OR GUARANTY GIVEN BY ANY PERSON, FIRM OR CORPORATION WITH RESPECT TO THIS PRODUCT SHALL BE BINDING ON EVOGENCE. EVOGENCE SHALL NOT BE LIABLE FOR LOSS OF REVENUE OR PROFITS, FAILURE TO REALIZE SAVINGS OR OTHER BENEFITS, OR ANY OTHER SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES CAUSED BY THE USE, MISUSE OR INABILITY TO USE THIS PRODUCT, REGARDLESS OF THE LEGAL THEORY ON WHICH THE CLAIM IS BASED, AND EVEN IF EVOGENCE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. NOR SHALL RECOVERY OF ANY KIND AGAINST EVOGENCE BE GREATER IN AMOUNT THAN THE PURCHASE PRICE OF THE PRODUCT SOLD BY EVOGENCE AND CAUSING THE ALLEGED DAMAGE. WITHOUT LIMITING THE FOREGOING, PURCHASER ASSUMES ALL RISK AND LIABILITY FOR LOSS, DAMAGE OR INJURY TO PURCHASER AND PURCHASER’S PROPERTY AND TO OTHERS AND THEIR PROPERTY ARISING OUT OF THE USE, MISUSE OR INABILITY TO USE THIS PRODUCT SOLD BY EVOGENCE NOT CAUSED DIRECTLY BY THE NEGLIGENCE OF EVOGENCE. THIS LIMITED WARRANTY SHALL NOT EXTEND TO ANYONE OTHER THAN THE ORIGINAL PURCHASER OF THIS PRODUCT, IS NONTRANSFERABLE AND STATES YOUR EXCLUSIVE REMEDY.

Some states do not allow limitations on how long an implied warranty lasts, or the exclusion or limitation of incidental or consequential damages, so the above limitations or exclusions may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

To obtain warranty service, please contact EVOGENCE at:

Evogence
2080 Silas Deane Hwy, Rocky Hill CT 06067

888-376-6839

The benefits of this Limited Warranty extend only to the original purchaser of Evogence products from an authorized Evogence reseller. THIS LIMITED WARRANTY SHALL NOT APPLY TO ANY EVOGENCE PRODUCTS PURCHASED FROM UNAUTHORIZED RESELLERS OR RETAILERS, EXCEPT IN STATES WHERE SUCH RESTRICTION MAY BE PROHIBITED.