RMA Procedure

Cyanview devices are designed and produced with deep care and cautiously tested. However, a defect may appear. The return of the product is covered by our Warranty and Return Policy.

Return procedure#

The return process is the following:

  1. Apply Troubleshooting Guide recommendations first.
  2. If the defect still persists download the RMA Request Form, fill it completely and send it to support@cyanview.com.
  3. Cyanview support will send you back an email.
    • Either with a RMA document with Identifier and detailed instructions to return the device
    • Either with some more questions about the device defect and environment. Remote access to your device could be requested before sending the RMA document.
  4. Adapt the RMA document if needed, sign it and email it to support@cyanview.com.
  5. Ship the device as described in the shipping instructions section of the RMA document.
  6. If the defect is out of the warranty scope, Cyanview will send you a quotation for repair or replacement..
  7. Cyanview will ship you back a working device.
cyanview-support-RMA-Process

Cyanview return procedure when warranty conditions matched.

RMA Request Form download

Cyanview Warranty and Return Policy#

Warranty and Liability#

Cyanview Products are guaranteed against manufacturer’s defects for one (1) years from the original date of purchase from Cyanview. Cyanview’s sole obligation in the event of such defects during this period is to repair or replace the defective part or Cyanview Products with a comparable part or Cyanview Product at Cyanview’s sole discretion; if Cyanview finds that neither option is feasible, Cyanview may issue a credit memo. Except for such repair or replacement, the sale, processing or other handling of Cyanview Products is without warranty, condition or other liability even though the defect or loss is caused by negligence or other fault. Damage resulting from use, accident, or normal wear and tear is not covered by this or any warranty. Cyanview assumes no liability for any accident, injury, death, loss, or other claim related to or resulting from the use of Cyanview Products. In no event shall Cyanview be liable for incidental or consequential damages relating to or resulting from the use of Cyanview Products or any of its parts. Returns or replacements of parts and/or Cyanview Products may be subject to shipping, handling, replacement, and/or restocking fees.

Return Authorization#

Before requesting a return authorization, please consult the Cyanview Troubleshooting Guide and attempt to identify the issue. Many problems can be resolved in a few simple steps, without initiating the return authorization process.

All return authorization requests must be submitted on an official Cyanview Return Authorization Request Form. The form can be downloaded hereby. When submitting a Return Authorization Request Form, please email support@cyanview.com, copying your inside sales representative for reference.

A return authorization (RMA) number must be obtained from Cyanview before the return of the product. Any Cyanview Product(s) sent without a RMA number will be returned to the sender and a 10% repackaging/restocking fee may be assessed. Any return must be received by Cyanview within 14 days of after the receipt of the RMA number.

If Cyanview, in Cyanview’s complete discretion, deems the Cyanview Products defective, an RMA Identifier and detailed instructions for returning the item(s) will be emailed using the email address provided on the Return Authorized Request form.

All returns not meeting the requirements of this Cyanview Warranty & Return Policy shall be subject to a non-conformance charge defined by Cyanview in Cyanview’s reasonable discretion. The requirements include proper labeling, routing guide compliance, packaging, and authorization.

If a return authorization is issued for Cyanview Product and if the received product does not exhibit the defect as indicated on the authorization, the return authorization will be rejected, Cyanview Product will be returned without credit issued, and a 10% repackaging/restocking fee may be assessed.

Out of Warranty Returns#

If a return product is out of warranty because the defect appears too late after the delivery date or because the origin of the damage is not covered, Cyanview will propose a quote for the repair and will wait for a purchase order before repairing the device.

Returns not covered by return policy#

The Cyanview warranty only covers manufacturer’s defects for one (1) year from date of purchase. The warranty does NOT cover damage caused by user error (see statement above).

Cyanview will NOT accept returns of Cyanview Products that do not have the latest firmware installed.

Cyanview will NOT accept return for products with water damage unless a Cyanview Technical Support Representative has determined that a warranty claim is valid.