Repairs and Returns: how to correctly return an item

For every Videotec’s product to be sent back to Videotec for repair or inspection please carefully follow the indications given here below:

If you are experiencing any problem with your Videotec's product, get in touch with the Technical Support team first of all. Whether the item do need to be factory-inspected, you need to open a case to have a RMA number (Return Merchandise Authorization) assigned; provide as many details as you have (product code, serial number, problem description, photos or screenshots, ...). If you are requesting a RMA for more items (different products, or more than a piece of the same product), it is not necessary to request a RMA for every product.

You can return many items under a single RMA.

When you open the request, insert Product Code and the Serial Number specifying for every item its Serial Number and why you are returning the product for. End-users can not return any product directly. An authorized dealer/distributor must be contacted, who will activate the return procedure and will be assigned the RMA with. 

Shipment of the products is at the Buyer's expense.

Note: do not send back any product without having asked for a RMA; it is going to be refused at arrival! You will waste your time and your money!

IN warranty repair

In case the product is in warranty time and warranty defects are established during the inspection, the product will be repaired and sent back to the customer at Videotec’ charge CIP Buyer's premises (Incoterms® 2020).

When the product is repaired and ready to be sent back the Technical Support team will inform the customer closing the related RMA’ Case.

The shipment will then be managed by the Videotec’ Customer Care dept.

OUT of warranty repair

In case the product is out of warranty time or no warranty defects are found during the inspection, the Technical Support team will send a repair cost including additional documentation/pictures if applicable indicating the maximum repair cost.
Hourly labour cost is defined at 60,00 Euro (VAT not included).

The customer will have to accept or refuse the repair cost sending it back to the Technical Support team after filled and signed.

If the repair cost is accepted Videotec will proceed with the repair and will charge then the real cost of the repair, if lower than the repair cost, or the maximum repair cost indicated, if the real cost will be higher.

If the repair cost is refused the customer have to select the option to receive the product back as not repaired or to authorize Videotec to trash the product; in both cases Videotec will charge a cost of 60,00 Euro (VAT not included) as evaluation fee.

When the product is repaired and ready to be sent back the Technical Support team will inform the customer closing the related RMA’ Case.

The shipment will then be managed by the Videotec’ Customer Care dept.

Transport costs for the shipment back will be at customer’ charge.

If the inspection establishes that the potentially defective product functions in accordance with its specifications (No Fault Found - NFF), Videotec will charge a cost of 60,00 Euro (VAT not included) as evaluation fee.

Videotec will repair the product in maximum 5 working days after the reception date.

Replaced parts will be warranted for the remainder of the original warranty period (please refer to the Article 7 of the Videotec’ General Sales Conditions) or 1 year, whichever is longer.

When a product or part is replaced, all products or parts thereof that are replaced shall become the property of Videotec.