RMA procedure


In the event that your purchased device(s) require repair or maintenance, please follow the steps outlined below to ensure a smooth and efficient process.

• First, please always send an overview of any product issues to support@reconeyez.com for remote support and first technical analysis. Reconeyez support will do a free and quick analysis of the issue and confirm the RMA initiation if needed.
• After this, fill in a Return Merchandise Authorization (RMA) form at this link. An RMA number will be generated and issued to you.
  
• Prepare your package(s) for pick-up: Reconeyez team will arrange for the pick-up and transportation of the product(s) to our maintenance center. We will send the shipping labels to your email address. Please print the labels and securely attach them to the package(s).
• Shipping costs will be calculated on a device basis and will only be charged for maintenance cases that are not covered by warranty.
• Note: Do not include batteries in the package(s).
• Important: Sending products back to Reconeyez without the official RMA form or an error description will result in a defect identification charge of €30 / £30 / $30 per device.
• Important: Expertise and testing of any devices that have been shipped to maintenance as faulty, but turn out to be fault free, will be charged per maintenance hour. Please use the free remote support offered via support@reconeyez.com to minimize chances of any misconfigured devices being sent to hardware maintenance.
  

Diagnosis and repair timeline
The required time for diagnosis and repair depends on the nature of the defect. Typically, this process does not exceed 30 calendar days. Our maintenance engineers will perform a thorough examination of the returned device(s) and determine whether repair or replacement is necessary.

Warranty assessment
If the device falls under warranty, it will be repaired and returned to you free of charge. If the warranty has expired, or the device has been physically damaged or misused during the warranty period, a quotation will be provided for your approval before any repair work commences. The device will be repaired or recycled based on your decision.

Warranty Information:
Reconeyez offers a 2-year warranty for new devices.
The warranty period commences on the date of shipment from our warehouse.
Feel free to contact our support team for any additional questions at support@reconeyez.com