RMA Application Procedure :

RMA number allocation
Please contact our FAE on service@cybervision.com.tw and provide the following information including product model, software version, serial number, hardware environment, and also ensure that you provide an accurate description of the fault to help us to reduce the analysis and repair time.

If the products are analyzed as faulty by our FAE, you will receive an RMA number from the responsible FAE. Please note that we are not able to process your return without an RMA number and any items arriving without an RMA number will be returned to the sender.

Return for repair
It is imperative that the completed RMA form accompanies the returned goods. The RMA number must be clearly visible on the outside of the parcel and on the returns note.

Warranty
All CyberVision standard camera products (not including speed dome and system products) carry a warranty period of 24 months*with note from date of shipment and 12 months* with note for speed dome and system-level products. (If the date of shipment cannot be ascertained, product serial numbers can be used to determine the approximate shipping date.)

Products, however, that failed due to misuse, accident, improper installation or unauthorized repair shall be treated as out of warranty and customers shall be billed for repair and shipping charges.

DOA (Dead On Arrival) Cases
Definition. CyberVision considers an item to be DOA if it fails within one month (30 days) from shipping date. DOA cases are treated with the highest priority and items are replaced immediately and do not require the standard repair time. DOA cases should be referred first to our FAE (via the sales contact window) to confirm if it is such or simply a configuration problem. CyberVision will shoulder the two-way freight for DOA items, while designating the shipping method.

RMA Process
The following are the RMA guidelines that have been established by CyberVision to better support our customers.

RMA number and RMA form: Obtain an RMA number and form from our sales department before sending the faulty products. IMPORTANT: To process an RMA case, each product must accompany a corresponding RMA form that is filled mainly with the product's serial number, hardware configuration used and problem description.

What to send: Send the products/boards without the accessories (manuals, cables) and components (CPU, memory, interface cards), unless you suspect the latter are the cause of the problem. Indicate these items if they are included. All returns should accompany a note detailing the problem.

Shipping cost & method: Customers send RMA goods at their own expense; while CyberVision shoulders the cost of returning the items by using the shipping method it deems suitable. Customers may require alternative shipping methods but shall bear any additional charges.

Repair Time: CyberVision generally requires about 10 working days to repair faulty items under 10pcs upon their receipt. Repair time will change for items over 10 pcs.

The goods must be sent to the following address :
2F-1, No.9 Lane 768, Sec 4, Pa-Teh Rd., Taipei 115, Taiwan
Attention : VTC RMA Service Center