Should there be any reason for complaint about our ESU products, despite substantial quality controls, please feel free to chose between the following possibilities to get a functional article:
Of course, there is a statutory two-year period of warranty for all ESU products. This period is valid from the moment on you buy a product at your retailer´s shop. If the product shouldn´t work probably anymore within this period, guarantee claims come into effect. You have the possibility to object the article at your retailer´s shop where it was purchased to arrange any further approaches with him/her.
Otherwise ESU offers you to return the article directly to the company´s service department. We recommend you to do so when your retailer does not longer exist or when you have to drive a long distance to get to the next shop.
Should you assert your guarantee claims directly against ESU, we compulsively need a sales receipt (!) or a proof of purchase that clearly shows the exact date of purchase. Please always insist on a properly written invoice when you buy a product and keep it safely for two years. Only with this receipt guarantee claims are assured!
Naturally it is also possible to repair an ESU article which is out of the two-year warranty period. In this case please send the article to our service department. Our technicians will check the item and decide if it can be repaired or replaced.
For this special service we generally introduced service charges.
You will receive an invoice for the repaired/replaced item/s. We do not accept any kind of quotations or an estimate of costs. If there is obviously no case of warranty on hand, service charges will automatically come into effect.
Many ESU decoders have already been pre-installed into locomotives that come ex factory. These decoders are exclusively provided with special settings for the respective customer and his locomotive to some extent. The so-called OEM decoders may considerably differ from our ESU standart decoders.
If these decoders shouldn´t work probably anymore, please refer it DIRECTLY to the manufacturer of the locomotive or to the shop where you purchased the locomotive.
Please never return an OEM decoder or even the whole locomotive to ESU, since we can´t accept any direct warranty claims for such decoders! All OEM decoders and locos will be sent back unrepaired.