ximea
If the product purchased from XIMEA is not working as expected, please contact support by creating a Support Request.
Our support person will work with you to troubleshoot the product and determine the eligibility of a Product Service Request (PSR).
If you were asked to create a PSR from our support person - continue with Step 2.
Note: Your product must be UNDER WARRANTY in order to qualify for a free repair or replacement.
Note: Create individual Product Service Requests for each product with a XIMEA serial number.
Our service department will review the PSR you have created and if no further information is required the PSR will be approved within 3 business days.
With the approval, you will receive a notification email with shipping instructions.
Note: If your PSR was rejected - do not send the product to XIMEA Service.
Pack and send the product according to the received instructions.
Please use the original box or the appropriate equivalent.
The customer agrees to take the risk of loss or damage during transit and to prepay shipping charges.
As soon as the product is received by XIMEA Service, you will receive a notification.
XIMEA Service will then conduct a service analysis and determine the actual cost of the repair.
Depending on the warranty conditions the following actions will apply :
| action | repair costs paid by | return delivery costs paid by | ||
| repaired in warranty | XIMEA | XIMEA | ||
| replaced in warranty | XIMEA | XIMEA | ||
| repaired for a fee | Customer | Customer | ||
| not repaired and returned | - | Customer | ||
| not repaired and discarded | - | - |
In case of paid repairs (not covered by warranty), the Customer is responsible for shipping fees.
Unless instructed otherwise by the Customer, XIMEA will ship back the product using DHL express and will add the shipping charges to the invoice.
Approximate shipping charges can be found here
If the product is shipped back, XIMEA will provide a tracking number. In this case - continue to step 6
If the reported failure is not possible to replicate at the service center, a service fee will still be charged.
The amount of the service fee will be based on the time and complexity of the analysis.
After the product has been delivered please change the status of PSR to Received by the customer.
XIMEA provides a 2 Year warranty for all cameras.
The warranty is only valid if the product was properly installed and used.
The following conditions will void the warranty:
If the warranty has been voided, it is still possible for the customer to submit a PSR to replace defective parts or the whole camera for a service fee.