Repairs

To process a repair (under warranty or not) we need to issue a RMA (return merchandise authorization). You need to write this number on the package with your device.

Note: If the device has been opened, the warranty is void and we will not repair it under warranty.

In order to authorize a repair, you need to include a full description of the fault, as detailed as you can. A simple doesn't work or it blinks won't be enough. The reason that you need to do this is that 80% of the devices that have been returned were not faulty and it was customer's fault (usually improper head mounting) and we had to charge the customer the revision fee (50GBP) and shipping fee. Please take your time to describe the issue properly as there's a good chance that we can solve it over email and you do not have to send your device back.

Please complete the form below in order to receive your RMA. Do not send your device back without it as it might get lost !

How to find your build number?

  1. Connect to your MSR (click if you don't know how to do this)
  2. Please observe the picture below. The build number is highlighted by a red rectangle. 

Note: Your device build number is not 011431!

Every reader has a different build number and you need to follow these steps to find it.

We will send you the address of the nearest repair centre together with the RMA.

 

Type the characters you see in the picture below.