Request an RMA

Objective

Request repairs for a damaged or inoperable product.

Before you begin

If you have not already, perform some basic troubleshooting steps:

• Update firmware or software
• Power-cycle the camera or server

If you are certain that your device needs to be repaired or replaced, have the following information available. You will need this information as a part of your request.

• Description of the issue.
• MAC address or Serial Number
• Firmware/Software version
• VMS vendor and version.
• Return shipping address
  NOTE: All return shipping costs are covered by us if the camera is under warranty.  

Procedure

If you suspect that your camera or other CostarHD equipment has physical problems, you can submit an RMA request by following the steps below:

1. Go to https://costarhd.com/
2. Click on Support> Services Request
   
   
3. Click Submit a request in the upper right.
   
4. Select Troubleshooting / RMA Request from the drop-down.
   
5. Fill out the request, including specific information about your device. In the Description field, explain the problem in detail and the steps you may have taken to solve the problem.
6. Click Submit. When information has been entered. Your request generates a support ticket — this will also be your RMA reference number.
7. CostarHD Support will reply back to the email address you provide in your request. 
8. If the camera is repairable you will receive an evaluation and repair Quote ( see price list below)
   Note: If the camera is unrepairable OR if you ultimately decide not to repair the camera, there is a fee of $350 for the evaluation fee per camera which will be taken from the PO or Credit Card provided. 
9. If you agree to the evaluation and repair, then a PO Must be provided before any repairs can be done.

Repair Price List