Warranty Replacement Process

Warranty Replacement Process

If your Mysa thermostat develops a defect covered under our warranty, we'll replace it. Here's the step-by-step process for requesting a warranty replacement.

Before You Submit a Claim

Before requesting a warranty replacement, try these steps:

1. Check our troubleshooting guides in the Mysa app or knowledge base for common solutions
2. Restart your thermostat by toggling the circuit breaker off and back on
3. Ensure your thermostat firmware is up to date via the Mysa app
4. Confirm the issue is not related to your home's electrical wiring or heating system

Tip: Many common issues can be resolved through troubleshooting without needing a replacement. Check our support articles or contact us for help before assuming a defect.

How to Submit a Warranty Claim

1. Email support@getmysa.com with the following information:

• Your order number or proof of purchase
• Date of purchase
• Description of the issue you're experiencing
• Photos or videos showing the defect (if applicable)
• Steps you've already tried to resolve the issue

1. Our support team will review your claim and may ask follow-up questions or request additional troubleshooting steps
2. If the issue is confirmed as a warranty-covered defect, we will authorize a replacement

Important: You must provide proof of purchase (order confirmation, receipt, or invoice) to process a warranty claim.

What Happens After Approval

Once your warranty replacement is approved:

• A replacement thermostat will be shipped to you at no cost
• Replacement shipments follow standard shipping timelines for your region
• You may be asked to return the defective unit (Mysa provides a prepaid return label)
• In some cases, a replacement may be shipped before the defective unit is returned

Note: Mysa reserves the right to request the return of the defective unit. Return instructions will be provided with your replacement confirmation.

Warranty Replacement Timeline

• Claim review: 1-3 business days after submission
• Replacement shipping: Standard shipping times apply (3-10 business days depending on location)
• Total estimated timeline: 5-15 business days from claim submission to receiving the replacement

What's Not Covered

Warranty replacements are not provided for issues caused by:

• Improper installation or wiring
• Physical damage (drops, water exposure, impact)
• Unauthorized modifications or repairs
• Power surges or electrical issues in the home
• Normal wear and tear
• Use with incompatible heating systems

Caution: Attempting to open, modify, or repair the thermostat yourself will void the warranty.

Need help? Contact our support team at support@getmysa.com to start a warranty claim.