Warranty or Device Functionality Issues

Scanner arrived damaged or with missing pieces:

Occasionally, a scanner arrives with cosmetic damage, non-functioning buttons, or missing cables and manuals—a source of understandable frustration.

We promptly verify purchase details, ask customers to provide photographs of the damage, and guide them through the warranty or exchange process. We explain in detail what to expect at every step—from shipping, to replacement timelines, to how to safely package and return the product. Our goal is to turn a negative unboxing experience into a positive one.

Physical problems: screen won’t turn on, stuck buttons, broken cables:

Sometimes during regular use, scanners experience failures such as blank displays, stuck keys, or frayed cables. These issues can halt diagnostic work.

Support first rules out any simple fixes, such as resetting the scanner, checking for debris in button gaps, or swapping cables. If a true hardware defect is identified, we offer warranty instructions or service alternatives. For certain easy hardware fixes, we may provide troubleshooting videos or pictorial guides so users can attempt minor repairs themselves, reducing downtime and frustration.

Remember:

We know every issue matters, no matter how small. Whether you’re connecting for the first time or solving a complicated technical problem, our Innova support agents are trained to guide you patiently and thoroughly—so you can get back on the road with confidence.