LaVision GmbH - RMA Guideline
1. RMA procedure
If you wish to return devices or components to LaVision GmbH for inspection or repair, you will need an RMA number (Return Material Authorization) in advance.
Without an RMA number, we reserve the right not to accept the return shipment and to return it at your expense.
To apply for an RMA number, please contact your local dealer or send an e-mail directly to service@lavision.com. Please provide the following information:
Article and serial number of the affected devices
Short error description
You will then receive an RMA form from us by e-mail. Please check and complete it:
the listed articles
Your contact details
The form must be signed and enclosed with the shipping documents.
The RMA number must also be clearly visible on the outside of the packaging.
All returns must be made carriage paid, in the original packaging or equivalent protective packaging.
LaVision GmbH accepts no liability for damage caused during transportation.
After receipt of the return, you will receive a confirmation of receipt by e-mail. After checking, we will send you a cost estimate, unless a free warranty repair is available. The repair will not begin until we have received your binding order.
2nd order / purchase order
Out of warranty: Repairs will only be carried out against a written order on the basis of our cost estimate.
Within the warranty: Repairs are carried out free of charge, provided the warranty conditions are met.
If the warranty has expired or is excluded, we will inform you in advance of the costs incurred.
3. repair guarantee
All components repaired by LaVision GmbH are covered by a 90-day repair warranty – regardless of the original warranty status.
If the device is still within the original warranty period at the time of repair, this will be extended by at least 90 days (the longer period is decisive).
4. shipping conditions
Returns to LaVision GmbH must be sent postage paid, with RMA number on the shipping label and consignment note.
Shipments without an RMA number may be rejected and returned at the customer’s expense.
The customer is responsible for proper packaging. Damage caused by inadequate packaging shall be borne by the customer.
If new packaging material is required for the return shipment, the costs will be charged to the customer.
5. packing instructions
Please ensure that products are packed safely and properly.
Important notes for special components:
Laser: Remove cooling water completely, use original transport box
Laser arms: Use original transport box
Computer: Free of malware; remove or communicate administrator password
Electronic components (frame grabber, PTU etc.): Antistatic bag (ESD) + mechanical protection
Optical and sensitive components: protection against dust, moisture and contamination
The RMA form with RMA number and your contact details must be enclosed with the shipment.
6. labeling of the return shipment
Attach the shipping labels with RMA number and return address clearly visible on the outside of each packaging unit.
Unmarked parcels may be refused.
7. insurance
We strongly recommend insuring the shipment for the value of the goods before collection/shipping. Damage or loss during transportation is the responsibility of the sender.
8. freedom from contamination
A confirmation of freedom from contamination must be enclosed with each return. This confirms that:
the product has been cleaned,
all connections are closed,
no toxic, aggressive, radioactive or otherwise hazardous substances are present,
all accessories have been removed.