Terminology

* Warranty-in: The product is within a valid standard or extended warranty period.
* Warranty-out: The warranty period has ended.
* DOA: Dead-on-arrival. Happened within 30 days from the purchase.
* RMA: Return merchandise authorization. Happened after 30 days from the purchase.
* Normal Replacement: The broken unit is sent back first.
* Advance Replacement: ACTi sends the replacement unit first.
* No Fault Found: The unit is assumed broken, but turns out it is not.

Find the RMA Case

RMA Case		Warranty Status		Requested RMA Type		Replacement Method		Actual Product Condition			Service Fees		Shipping Cost Paid By
		IN	OUT	DOA (1)	RMA	Normal	Advance Replacement (2)	Defective	Misused	No fault found	Inspection Fee	Repair Fee (3)	Ship to ACTi	Ship from ACTi (4)
#1	Send DOA unit, receive replacement unit	Y	-	Y	-	Y	-	Y	-	-	-	-	ACTi	ACTi
#2	Send DOA unit, receive the repaired unit	Y	-	Y	-	Y	-	-	Y	-	-	Y	ACTi	ACTi
#3	Send DOA unit, receive the same unit	Y	-	Y	-	Y	-	-	-	Y	-	-	ACTi	ACTi
#4	Apply for DOA, receive replacement unit first	Y	-	Y	-	-	Y	Y	-	-	-	-	ACTi	ACTi
#5	Apply for DOA, receive replacement unit first	Y	-	Y	-	-	Y	-	Y	-	-	Y	ACTi	ACTi
#6	Apply for DOA, receive replacement unit first	Y	-	Y	-	-	Y	-	-	Y	-	-	ACTi	ACTi
#7	Send RMA unit, receive replacement unit	Y	-	-	Y	Y	-	Y	-	-	-	-	Buyer	ACTi
#8	Send RMA unit, receive the repaired unit	Y	-	-	Y	Y	-	-	Y	-	-	Y	Buyer	ACTi
#9	Send RMA unit, receive the same unit	Y	-	-	Y	Y	-	-	-	Y	-	-	Buyer	ACTi
#10	Apply for RMA, receive replacement unit first	Y	-	-	Y	-	Y	Y	-	-	-	-	Buyer	ACTi
#11	Apply for RMA, receive replacement unit first	Y	-	-	Y	-	Y	-	Y	-	-	Y	Buyer	ACTi
#12	Apply for RMA, receive replacement unit first	Y	-	-	Y	-	Y	-	-	Y	-	-	Buyer	ACTi
#13	Warranty out, defective or misused	-	Y	-	Y	Y	-	Y	Y	-	-	Y	Buyer	ACTi
#14	Warranty out, receive the same unit	-	Y	-	Y	Y	-	-	-	Y	Y	-	Buyer	ACTi

(1) Purchase proof required for DOA and the product status has to be confirmed by ACTi technical support.
(2) For the advance replacement the customer has to agree that the original product is returned to ACTi within 30 days. Beyond that the advance replacement unit will be considered as a new purchase and the credit card may be charged.
(3)The Invoice of the repair fees will be issued to the customer. If the customer agrees with the fees, the product will be repaired and the customer will be billed once the product is ready. Customer may also decide not to repair the unit. In that case, only the inspection fee is charged. Not responding for the repair invoice for 60 days will be considered as not wanting to repair the unit. ACTi does not guarantee that the warrant-out products can be repaired if there are no repair parts available for that.
(4) ACTi covers only ground shipping expenses. If the express shipping is requested, the customer will cover its cost.

RMA Application Process

REPORT YOUR CASE
1. Go to CHD (Customer Helpdesk) at www.acti.com/chd/
2. Login your case with the problem description, operation environment along with the serial number of each camera in question.
3. Or use the phone to reach the local support engineer. Refer to Contacts.
4. You may check the warranty status here.

OBTAIN THE RMA AUTHORIZATION NUMBER
1. Once our Technical Engineer has defined the problem and confirmed the device is defective, an RMA authorization number will be given to you.
2. You will receive an email notification from ACTi where all the devices will be listed with the address where you need to ship them.
3. If this failure occurs within thirty (30) days since the day of the purchase (proof of purchase required) then a DOA number will be given instead.

RETURN THE PRODUCT FOR REPAIRS
1. Include the whole product without removing any of its parts. There is no need to ship back the power adapter and accessories if they are not damaged.
2. Note the RMA authorization number on the package or waybill.
3. Please kindly use door-to-door express service to return the devices as soon as possible. The device must arrive at our facility no more than 30 days after the system issued the email with RMA number, so we can start immediately with the repair service.

CONFIRM THE SERVICE FEES
1. Once we have received the merchandise, we will send you an e-mail to confirm receipt.
2. If the device is within warranty and it was found to be defective after examination, both the inspection fee and the repair fee will be waived.
3. If the device is found un-repairable, then an alternative model will be suggested for the replacement.
4. If the device is out of warranty or misused, a Purchase Invoice (PI) will be sent to you after examination by technical engineers. This invoice will describe the examination fee and the repair fee if needed. You may decide if you wish to continue the repair process. Please do not take more than 3 weeks to confirm the Repair Invoice. You do not need to provide payment when confirming, only after the unit it repaired.

TRACK THE RMA STATUS
1. Once we received the PI Confirmation, we will start with the Repairing Service. In case of warranty-in products, the Repairing Service begins immediately after receiving the products.
2. Our Repair Lead Time is about 1 week. We will inform you if there is any delay.
3. Speed Dome and PTZ cameras might take 4 weeks due to their complexity.
4. Use the initial CHD issue number to track the Repair Status under our Customer Help Desk.
5. For devices still in warranty, we will notify you of the repair before the next step.
6. For devices out of warranty, we will inform you once the device is repaired. Once the invoice payment is received, the device will be shipped within 2-4 working days.

RECEIVE THE REPAIRED DEVICE
1. Once the devices are repaired, we will confirm the return address with you.
2. Once you confirmed the address we will proceed with the shipment and will provide you with forwarder information and tracking number.
3. The repaired or replacement hardware will be warranted for the remainder of the original warranty period or ninety (90) days, whichever is longer.