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Refund Policy

Last updated: 19 July 2026

This policy covers refunds, returns and warranty service for MatoSense hardware sold by Heisenberg Engineering Pvt. Ltd., Lalitpur, Nepal. Because the MatoSense web platform at soil.matosense.com is free of charge, there are no software fees to refund — this policy applies to hardware purchases only.

1. Inspection on delivery

We ship worldwide. Please inspect your device (including the connected thermal printer and probes) on delivery. If the package arrives damaged or items are missing, contact sales@matosense.com within 7 days of delivery with photos, and we will arrange a replacement or refund.

2. Dead-on-arrival and early defects

If a device fails to function on first use or develops a manufacturing defect within 30 days of delivery, we will repair it, replace it, or refund the purchase price — your choice where reasonably possible. Return shipping for confirmed defects is at our cost.

3. Warranty

MatoSense hardware carries a 12-month warranty against manufacturing defects from the date of delivery. During the warranty period we will repair or replace defective units. The warranty does not cover:

  • Physical damage, water ingress beyond rated protection, or damage from misuse or improper installation;
  • Normal wear of consumable parts, including probe tips and thermal printer paper;
  • Damage caused by unauthorized repair, modification or firmware tampering;
  • Loss or damage in transit arranged by the customer.

4. Accuracy is not a refund ground

MatoSense readings are instant in-field approximations produced with well-known, globally trusted measurement techniques — they are not certified laboratory values, and this is stated before purchase in our Terms and Conditions. A difference between sensor readings and a laboratory soil test is expected behaviour, not a defect, and is not grounds for a refund. A functioning unit that measures within its designed tolerance is working as intended.

5. Change-of-mind returns

Unused devices in original packaging may be returned within 14 days of delivery for a refund of the hardware price. Outbound and return shipping costs, and any import duties, are non-refundable for change-of-mind returns.

6. How refunds are paid

Approved refunds are issued to the original payment method within 14 business days of us receiving and inspecting the returned unit. For international orders, bank or transfer fees may be deducted where unavoidable.

7. How to make a claim

Email sales@matosense.com (or help@matosense.com for technical faults) with your order details, a description of the issue, and photos or a short video where relevant. You can also reach us at +977 1 5921426 or +977 9715800900 (phone & WhatsApp).