HW Warranty (myRTLS Care)

return merchandise authorization (RMA) is a part of the process of returning a product to receive a refund, replacement, or repair during the product's warranty period. Sewio provides an HW warranty during the entire term of your myRTLS Care Plan and covers all HW under the purchased license. Guaranteed RMAs response time according to your myRTLS Care plan: 

PlansmyRTLS CaremyRTLS Care+
Hardware Warranty

Hardware Warranty

Hardware Instant Replacement 

First Response2 BDNBD

Depending on the license, there are two approaches to HW replacement:

  • myRTLS Care → Standard HW Replacement 
  • myRTLS Care+ → Instant HW Replacement

Detailed comparison of myRTLS Care plans - myRTLS Care and myRTLS Care+ - you can find on Sewio website.


RMA Process based on your myRTLS Care Plan

Not always when the device is not working returning a product is the only solution.

Follow the steps below based on your active myRTLS Care plan related to the site.


How to open a ticket and required information? 

Open an RMA Ticket to discuss the faulty product. Sewio engineer remotely troubleshoots the unit and decides that the replacement or repair is needed.

To claim an RMA follow the steps below:

  1. To create a new ticket click on Report Ticket in the Main menu on myRTLS.com
  2. You will be redirected to Sewio Portal under the project that myRTLS site is related to. 

  3. Create a ticket with Create Ticket button in Tickets/RMAs section

  4. Specify the ticket type and priority, and add Subject
    In case of reporting an incident, describe the issue you have and define expected behavior. You should provide as much information as possible. 

  5. Press Create button.
  6. When the new ticket is created add all details about the issue like current behavior and expected behavior. 

Returning product - Instant HW Replacement

Instant HW Replacement = RMA Request is confirmed → Sewio sends a new product as the replacement.

When you have confirmed the RMA Request from one of our engineers Sewio automatically sends a new HW (anchor or tag) as the replacement. The engineer will discuss the delivery address with you in the RMA ticket. 

Even though you're getting a new anchor, the faulty product needs to be sent back to our office. Therefore, prepare your product for shipment:

  1. Pack your product. These are basics instructions on how to package the product which will be shipped:
    1. Place vulnerable components like OEM versions of Tag in anti-static bags like the ones they came with. Static electricity can damage the hardware.
    2. Pack the product securely in a box that won’t be damaged during shipping. If you have the original box the product came in, that’s probably the best box to use.
    3. Send back as little as possible. If you’re sending an anchor, please do not send holders and wall mounts, or cables. In the case of Piccolino Tags is sometimes better to send the tags also with a battery. 
    4. Please print the list of devices inside of the package with the issue description and RMA number, just to be sure to identify the RMA process in our system.
  2. Add RMA number to package. Or label the package with the RMA number. For easier identification. Be sure to get the tracking number when you ship it. Please add the tracking number also as a message to the RMA ticket.
  3. Ship the product to the address of Sewio company:
Europe and RoW
(except North America)
The United States & Canada
Sewio Networks, s.r.o.
RMA Number
JIC, INMEC, Purkynova 649/127,
612 00, Brno, Czech Republic

Sewio LLC
RMA Number
4521 Maple St., Bellaire Texas 77401, United States

How to open a ticket and required information? 

Open an RMA Ticket to discuss the faulty product. Sewio engineer remotely troubleshoots the unit and decides that the replacement or repair is needed.

To claim an RMA follow the steps below:

  1. To create a new ticket click on Report Ticket in the Main menu on myRTLS.com
  2. You will be redirected to Sewio Portal under the project that myRTLS site is related to. 

  3. Create a ticket with Create Ticket button in Tickets/RMAs section

  4. Specify the ticket type and priority, and add Subject
    In case of reporting an incident, describe the issue you have and define expected behavior. You should provide as much information as possible. 

  5. Press Create button.
  6. When the new ticket is created add all details about the issue like current behavior and expected behavior. 


Returning product - Standard HW Replacement

Standard HW Replacement = RMA Request is confirmed → a partner/customer sends the product to the Sewio office for the product inspection.

When you have confirmed the RMA Request from one of our engineers the faulty units need to be sent back to our office. Therefore, prepare your product for shipment:

  1. Pack your product. These are basics instructions on how to package the product which will be shipped:
    1. Place vulnerable components like OEM versions of Tag in anti-static bags like the ones they came with. Static electricity can damage the hardware.
    2. Pack the product securely in a box that won’t be damaged during shipping. If you have the original box the product came in, that’s probably the best box to use.
    3. Send back as little as possible. If you’re sending an anchor, please do not send holders and wall mounts, or cables. In the case of Piccolino Tags is sometimes better to send the tags also with a battery. 
    4. Please print the list of devices inside of the package with the issue description and RMA number, just to be sure to identify the RMA process in our system.
  2. Add RMA number to package. Or label the package with the RMA number. For easier identification. Be sure to get the tracking number when you ship it. Please add the tracking number also as a message to the RMA ticket.
  3. Ship the product to the address of Sewio company:
Europe and RoW
(except North America)
The United States & Canada
Sewio Networks, s.r.o.
RMA Number
JIC, INMEC, Purkynova 649/127,
612 00, Brno, Czech Republic
Sewio LLC
RMA Number
4521 Maple St., Bellaire Texas 77401, United States


After receipt of the unit, Sewio shall inspect the product and the RMA request. If the product is defective and within the warranty term, Sewio shall either repair, replace, or credit the product in accordance with the applicable warranty terms or client-specific contract (in its sole discretion) and send back the (new) product (if applicable) at the expense of Sewio. 

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