Should there be any reason for complaint about our ESU products, despite substantial quality controls, please feel free to chose between the following possibilities to get a functional article:

Of course, there is a statutory two-year period of warranty for all ESU products. This period is valid from the moment on you buy a product at your retailer´s shop. If the product shouldn´t work probably anymore within this period, guarantee claims come into effect. You have the possibility to object the article at your retailer´s shop where it was purchased to arrange any further approaches with him/her.   

Should you assert your guarantee claims directly against ESU, we compulsively need a sales receipt (!) or a proof of purchase that clearly shows the exact date of purchase. Please always insist on a properly written invoice when you buy a product and keep it safely for two years. Only with this receipt guarantee claims are assured!

Naturally it is also possible to repair an ESU article which is out of the two-year warranty period. In this case please send the article to our service department. Our technicians will check the item and decide if it can be repaired or replaced.

You will receive an invoice for the repaired/replaced item/s. We do not accept any kind of quotations or an estimate of costs. If there is obviously no case of warranty on hand, service charges will automatically come into effect.

Many ESU decoders have already been pre-installed into locomotives that come ex factory. These decoders are exclusively provided with special settings for the respective customer and his locomotive to some extent. The so-called OEM decoders may considerably differ from our ESU standart decoders.

Please never return an OEM decoder or even the whole locomotive to ESU, since we can´t accept any direct warranty claims for such decoders! All OEM decoders and locos will be sent back unrepaired.