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Ordering or Replacing Hardware (POS, Printers, Scanners, and More)

Written by Euri

Quick answer: New hardware orders and replacements are handled by your Customer Success Manager (CSM). To get a new device ordered or a broken one replaced, book time with your CSM here or shoot them an email!
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What this covers

Your CSM is the right contact for ordering or replacing any Cents-supplied hardware, including:

  • Sunmi POS

  • Receipt printers

  • Label printers

  • Barcode scanners

  • Cash drawers

  • Card readers and payment terminals

  • Tablets, kiosks, and self-service hardware

  • Any other peripheral originally provided through Cents
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How to request new or replacement hardware

  1. Book time with the CS team or shoot them an email!

  2. In the booking notes, include:

    1. The store or location the hardware is for

    2. What you need (for example, replacement POS or additional label printer)

    3. Whether it is a replacement for broken equipment or a new addition

    4. Shipping address

  3. Your CSM will follow up to confirm the order, pricing, and shipping timeline.

If your hardware is broken or unusable

We know a broken POS, printer, or scanner can bring operations to a halt. Here is the fastest path forward:

  • Book a CSM call or shoot them an email and flag in the notes that the equipment is unusable so it can be prioritized.

  • In the meantime, if there is a workaround you need help with (for example, switching to a backup device or adjusting your workflow until the replacement arrives), reach out to Support and we will assist with the temporary fix.

Hardware warranty and replacements

Cents-supplied hardware comes with a one-year manufacturer warranty:

  • Less than one year old: If the device failed due to a manufacturer defect, it is covered under warranty and will be swapped out at no cost.

  • More than one year old: The device is no longer covered, and a replacement will need to be purchased.

Damage that is not a manufacturer defect (for example, accidental damage, liquid damage, or general wear and tear) is not covered under warranty regardless of the device's age, and a replacement purchase will be required.

In every case, your CSM is the contact. Book a call here or shoot them an email and include the device, the store location, the approximate purchase date, and a brief description of the issue. Your CSM will confirm warranty eligibility and next steps from there.
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Frequently asked questions

Who is my CSM?

If you do not know who your CSM is, use the booking link and the CS team will route you to the correct person.

Can Support order a Sunmi POS for me?

No. All hardware orders, including replacements for broken equipment, go through your CSM.

Is my broken device under warranty?

If the device is less than one year old from the original purchase date and the failure is a manufacturer defect, yes, it is covered and will be swapped at no cost.
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​Check if my Sunmi Device is under warranty here
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If it is more than one year old, or the damage is not a manufacturer defect, a replacement will need to be purchased. Your CSM will confirm eligibility when you book.
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​How long does shipping take?

Timelines vary by item and location. Your CSM will confirm the shipping window when they place the order. There is an overnight option for $50.
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​What if I just need help troubleshooting before ordering a replacement?

Start a Support chat. If we can fix the issue without new hardware, we will. If a replacement is needed, we will direct you to your CSM.

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