Repair Request for Components
RMA Form and Process for Returning Defective Components
To help us 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 allows us to assign the returned component to your company, your OCTUM system, and the reported issue.
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 the information required to process the component when it arrives.
Do you have any questions?
Then please contact our experts
at +1 (980) 431-9540 or
via 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 analyzed 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. OCTUM USA will work with you to 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 behavior
- time and frequency of occurrence
- troubleshooting steps 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.
How the Repair Request Process Works
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 transportation.
Print the completed RMA form and place it visibly inside the shipment. Missing or unclear information may delay identification and processing.
3. Confirm the Return Address and Ship the Component
Send the component to the OCTUM address stated on the current RMA form or confirmed by OCTUM USA Support.
For shipments from the United States, Central America, or South America, please contact OCTUM USA if the return address, carrier requirements, or customs documentation is unclear.
Whenever possible, use a shipping method that provides tracking and retain the shipping information.
4. Receive Confirmation and a Case Number
When the shipment arrives, the OCTUM 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 reference this number in all subsequent inquiries.
5. Technical Inspection and Assessment
The returned component is inspected by OCTUM. We determine which measures are required and whether a repair is technically feasible and cost-effective.
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 Authorize the Repair
Unless the component is covered under warranty, you will receive a repair quote or an alternative replacement offer before any repair is performed.
After receiving the quote 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 Performed 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 of the expected scope of repair and the associated costs before performing 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.
Before shipping, verify the return address on the current RMA form or contact OCTUM USA Support if you need assistance with the return process.
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.
OCTUM USA coordinates support and repair requests for customers in the United States, Central America, and South America.
Contact our experts at +1 (980) 431-9540 or email support@octum-usa.com.