BodyMetrix Device Warranty and Replacements
What your warranty covers and how to request a replacement Device
Your warranty depends on whether you have an Active Subscription when you make a claim.
Which warranty covers you
| Enhanced Lifetime Warranty | Standard Hardware Warranty | |
|---|---|---|
| Who it covers | Customers with an Active Subscription | Customers without an Active Subscription |
| How long | 5 years from your Device's first activation, as long as your Subscription stays active the whole time | 24 months from your Device's first activation |
| What you get | A new replacement Device of equal or greater specification. Never refurbished. | Repair, or replacement with a new Device, at IntelaMetrix's discretion |
| After coverage ends | Not applicable within the 5 years | Months 25 to 60: replacement available for a $500 fee, at IntelaMetrix's discretion. After month 60: purchase a new Device. |
Before you file a claim
Most "not working" problems are connection or software issues, not hardware. Try BodyMetrix Wand Not Detected first.
How to request a replacement
- Open a support case at bodymetrix.com/pages/contact-support-form and choose Warranty & Returns.
- Include:
- Your BodyMetrix Device serial number
- A description of the problem
- Enhanced Lifetime Warranty: confirmation of your Active Subscription
- Standard Hardware Warranty: proof of purchase
- We'll acknowledge your claim within 5 business days of receiving everything above, then guide you through the return (RMA) process.
Return your old Device
After you receive your replacement, return the defective Device within 30 days. Devices not returned are invoiced at the full replacement price.
Shipping
| Your location | Enhanced Lifetime Warranty | Standard Hardware Warranty |
|---|---|---|
| United States and Canada | We cover shipping both ways. | We cover shipping both ways. |
| Outside North America, with an authorized distributor or reseller | We send the replacement to your distributor or reseller. They handle all shipping, customs duties, import fees, and delivery to you. | Your distributor or reseller handles all shipping, customs duties, and delivery. |
| Outside North America, with no distributor or reseller | You pay return shipping to us. We cover shipping of the replacement to your registered address. | You pay all shipping costs. |
What isn't covered
- Damage from misuse, abuse, accidents, or unauthorized modification or repair
- Liquid damage, extreme temperatures, or physical impact
- Cosmetic damage that doesn't affect how the Device works
- Software or Subscription issues. For those, choose Software & App Support instead.
Keep your coverage active
The Enhanced Lifetime Warranty ends permanently if your Subscription is cancelled, terminated, or lapses for more than 100 days. It doesn't come back after that.
Returning a new purchase?
Within 30 days of activation, Provider and Youth Sports Compliance customers can return the Device in its original condition for a full refund. See Returns and Refunds.
Full terms: EULA & Warranty