Videon Service/Repair RMA Process

All Videon products are covered by our 1-year (or as required by local regulations) hardware warranty limited to defects in materials and workmanship. Full warranty terms and conditions can be found in section 6 of the Videon Sales Agreement.

Service Authorization Process

Please submit a Service/Repair Request here.  One submission per serial number is permitted.

Within 24 hours you will be provided with a Service Authorization (SA) Number. We will only accept product(s) in our Service/Repair Center that have a Videon-issued SA number.  

Repackage the product in the original packaging or packaging affording an equal degree of protection. The customer is responsible for the shipping fees to Videon’s Service/Repair Center. Note: any package returned postage-due or with insufficient postage will not be accepted.  Please ensure that the Videon-issued SA number is clearly marked on the outside of your return package.

All products will be evaluated for the reported issue(s) and required

repair(s). Videon will determine whether the product will be repaired and if in the opinion of Videon the product cannot be repaired, it will be replaced with a like product.

Issues, covered by Videon’s 1-year hardware warranty limited to defects in materials and workmanship, will be repaired at no charge and returned. Repair and return process will be completed and returned within 20 working days.

Customer-induced defects and repairs outside of the warranty period will be communicated and invoiced for time and materials to complete repair and payment is required prior to Videon returning the unit.

Shipping terms

The customer is responsible for the shipping costs of the product(s) being sent to Videon for service/repair. Customers are advised to add insurance to the packages being sent as they are responsible for any damage or loss during shipping.

Videon will assume the return shipping costs of the replacement or repaired product(s) to the customer, that are within the warranty period.

The customer is responsible for the shipping costs for the product(s) outside of the warranty period.  These charges will be added to your repair invoice.

30-day Return Policy

Customers who buy directly from Videon or a Videon Authorized Partner can return the product(s) to Videon up to 30 days from the date of shipment, for a refund of the product purchase price (excluding shipping charges, less restocking fees as noted below).

Customers must obtain a Service Authorization (SA) number, which must be clearly marked on the outside of the package; all returns must be in the original packaging and include all items. Returns covered under the 30-day Return Policy will incur a 15% restocking fee (unless prohibited by law).

If you purchased your product from an Authorized Videon Partner, please contact the partner directly.