To enable us to identify and assign defective components quickly and accurately, we require a fully completed RMA form for every return.
RMA stands for “Return Material Authorization”. The form enables us to assign the returned component to your company, your OCTUM system and the reported fault.
Please download the RMA form, complete it as fully as possible and enclose a printed copy with the shipment. This ensures that our support team has all the information required for further processing when the component arrives.
Any questions?
Get directly in touch with our
experts on +49 7062 91494-0
or write to us using our contact form
Does the Component Need to Be Returned?
Contact Support First If the Technical Issue Has Not Yet Been Identified
Not every technical issue requires a component to be returned. Many issues can first be analysed via remote support or narrowed down through technical consultation.
If it is not yet clear whether a camera, lighting unit, hardware component or another part of the system is defective, please submit a service request first. Together with you, OCTUM will determine whether remote support, an on-site service visit, a spare part or the return of a component is the appropriate next step.
What You Need for the Repair Request
Complete Information Facilitates Identification and Technical Assessment
Please have the following information available whenever possible:
- company and technical contact
- description of the returned component
- serial number or other identification number
- OCTUM project or machine number, if known
- description of the fault or system behaviour
- time and frequency of occurrence
- measures already taken
- completed RMA form
Package the component securely and in accordance with the technical requirements of the respective part. Please do not include passwords, access credentials or other confidential login information in the RMA form or with the shipment.
1. Download and Complete the RMA Form
Download the RMA form and complete it as fully as possible. In addition to your contact details, please provide information about the component, the associated OCTUM system and the identified fault or problem.
A precise fault description helps our support team with the initial identification and technical assessment.
2. Package the Component Securely
Package the defective component so that it is adequately protected against impact, moisture and electrostatic discharge during transport.
Print the completed RMA form and place it visibly inside the shipment. Missing or unclear information may delay identification and processing.
4. Receive Confirmation and a Case Number
When the shipment arrives, our support team registers the component and creates a repair case.
You will receive confirmation that the component has been received together with the corresponding case number. Please quote this number in all subsequent enquiries.
5. Technical Inspection and Assessment
The returned component is inspected by OCTUM. We determine which measures are required and whether a repair is technically and economically appropriate.
You will then receive an assessment of the expected scope of repair. If a repair is not appropriate or technically possible, OCTUM may offer a suitable replacement solution.
6. Approve the Offer and Commission the Repair
Unless the component is covered under warranty, you will receive a repair quotation or an alternative replacement offer before any repair is carried out.
After receiving the quotation or replacement offer, please send OCTUM your purchase order or explicit approval. The chargeable repair or replacement delivery will only be carried out after your order or approval has been received.
Costs and Warranty
Repairs Are Only Carried Out After Inspection and Approval
Whether the component is covered under warranty is assessed during the technical inspection based on the available project and component information.
Unless the component is covered under warranty, OCTUM will inform you about the expected scope of repair and the associated costs before carrying out the repair. A chargeable repair or replacement delivery will only be carried out after receiving your purchase order or explicit approval.
Submit a Repair Request
Download the RMA form, complete it as fully as possible and enclose a printed copy with the securely packaged component. Then send the package to the OCTUM address stated on the form.
Do You Have Questions Before Returning a Component?
If it is not yet clear whether a component needs to be returned, please submit a technical service request first.
Speak directly to one of our experts at +49 7062 91494-0 or email support@octum.de.