Lumenera

In the event that you should ever have any difficulties with your Lumenera camera, please contact the Technical Assistance Centre (TAC) who will issue a Return Material Authorization (RMA) number. You can easily reach TAC by sending an email to support@lumenera.com. Please note our Warranty information and our contact information below.

• Warranty Information

Hours of Operation: 9:00 AM EST to 5:30PM EST

Email: support@lumenera.com

Tel: +1 613-736-4077 (press 2 from the auto-attendant)

To efficiently process your request, please send us a detailed email and ensure that you provide our Technical Assistance Centre with all the pertinent information on your product. Also clearly document what difficulties you may be experiencing so that we can quickly process your RMA.

A TAC representative will contact you directly to discuss the issue you are describing. Most often the support team can fix the problem in real time over the phone and prevent an RMA from having to be issued. In the event that the camera does have to be returned, the support person will provide you with an RMA number as well as a Case Number that TAC uses to track the progress of your RMA through our systems.

To request an RMA, please provide the following information in your email to TAC at support@lumenera.com:

• Use the term “RMA Request” in the subject line of your email
• Provide your Company Name
• Identify your prime Contact Person and Contact Information
• Identify the total Number of Cameras being returned
• For each camera being shipped to Lumenera
  • Please identify the Date of Purchase of your product
  • Full Model Number (eg: LU175C-IO)
  • Serial Number
  • A detailed Description of the Issue

Preparing Your Camera For Shipment

To prepare your camera for return to Lumenera, it is important for you to make a label or tag that includes: customer name and address, the contact person, the camera serial number, and the RMA number that you received from the TAC. Attach this label with all the pertinent information to the outside of the packing box.

To ensure the protection of your camera and to maintain validity of your warranty, it is recommended to ship the camera back in its original packaging. If this is not possible, you need to make sure that you pack the product in a solid packing box and pack/stuff the area around the unit in the box to prevent it from shifting during transportation. Important: all board level cameras must be placed in an anti-static bag.

Charges for Shipping

Please be aware that shipping charges for the camera being sent to Lumenera are the responsibility of the customer. Lumenera will pay for the product being returned to the customer. Out of warranty returns or for maintenance on the camera, which are not covered by the Lumenera warranty are subject to repair charges or maintenance charges.

Camera Returns From Outside Canada

The invoice, FCC and NAFTA documents that came with the original packaging can be used to return the camera. If you do not have these forms, you will need to print blank forms and complete them with the relevant RMA information.

Blank Forms and sample forms will be sent to you from TAC when you receive your RMA number/Case number.

Camera Returns Within Canada

The invoice, FCC and NAFTA documents are not required to return the camera.