Raytec customers have direct access to a variety of technical support outlets for help with all product enquires and issues.
WARRANTY, REPLACEMENT AND REPAIR
If a Raytec product is found to be defective within its warranty period, it is entitled to an RMA (Return Material Authorisation) claim for repair or replacement (RMA procedure). You must first contact Raytec so we can verify that your product is approved for an RMA claim.
Please first refer to the troubleshooting advice in your product installation guide to see if it helps you solve the problem straight away.
If you still need a little more help, please either;
- call or email our technical support teams and we will perform an advanced troubleshoot assessment
- send us a message on live chat (via www.raytecled.com) for an instant answer to your question
Raytec Global (excluding Americas)
T: +44 (0) 1670 520055
T: +1 613 270 9990 Toll Free: +1 888 505 8335
NB: Please have your serial number(s) ready so that we can ensure the most accurate product troubleshooting. The serial number is located on the product label.
If we are unable to resolve your issue via troubleshooting, we will provide you with an RMA number and further details of how we will proceed with your case.
What Happens Next?
Following a troubleshooting assessment, and your receipt of a Raytec RMA number, we will ask you to return the product(s) to Raytec, clearly quoting the RMA number on all paperwork. Products can be returned via your distribution channel or directly to Raytec.
Raytec Global (excluding Americas) Address:
Unit 15 Wansbeck Business Park
Raytec Americas Address:
Raytec Systems Inc.
800-300 Terry Fox Drive
Please return the product(s) in the original packaging or a suitably equal alternative. Raytec are not held liable for further damage in transit.
Raytec will inspect the product(s) and determine the root cause of the issue.
DETERMINING THE OUTCOME
If the product is within warranty conditions, Raytec will repair or replace the product under warranty and return the product to you. If no fault is found, the unit will be returned. If the product is found to be outside of warranty conditions, any repairs will be chargeable – Raytec will seek your approval before commence any chargeable work. Following completion of work, Raytec will then return the product to you.
Note: For RMAs relating to VARIO products, it may be necessary to remove the lens cover from the VARIO illuminator during the stages of investigation. Once the lens cover has been removed a repair cannot be performed as the lamp will no longer serviceable.
Please see our warranty statement for further information on the duration of product cover and any exclusions.
You (the customer) are responsible for the carriage costs for sending your product(s) to Raytec. We (Raytec) are responsible for the carriage costs for returning any repaired units or replacements back to the address provided (excluding any import duties required by local customs) when the warranty is valid. You (the customer) will be responsible for carriage costs and duties if warranty is invalid.
As a member of a Battery Compliance Scheme (Battery Producer Number BPRN04865) we are obliged to dispose of batteries supplied by Raytec on a free-of-charge basis. Please return your batteries to us for disposal. All batteries must be fully discharged and correctly packaged.