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Returning Malfunctioning Units

  • Please ensure that the correct equipment is being returned and the item is securely packaged
  • No accessories (unless approved by support) should be shipped along with the malfunctioning device. Such accessories are: power cables, mounting attachments, peripheral equipment, etc.
  • Provide the tracking information once the unit has been shipped for faster processing.
  • In case of ARMA, the malfunctioning unit must be returned within 30 days or it will be invoiced per the MSRP.
  • For Standard RMA, please ensure that the malfunctioning unit is being returned back within 21 days. Vidyo reserves the right to close the case if the unit is not received during this time frame.
  • Please clearly mark the case number provided by support on the returned item’s box. Not writing the case number will delay the processing of the replacement unit.
  • All duties and taxes of equipment returning to Vidyo are the customer’s responsibility (Unless a return label is provided).
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