RMA and DOA

(Return Material Authorization and Dead on Arrival)

Defective Products

Customers can contact our technical support specialist for day-to-day support, open an RMA or to obtain the status of an existing RMA (the customer will need to provide the RMA number).

Call 800-444-2947 (for the first available support specialist).
Raise an online helpdesk support request.

In Warranty

To determine warranty, a proof of purchase is required to be sent to the support specialist. The support specialist will troubleshoot* with the customer. If the product is defective, an RMA is issued and the customer advised how to return the product (with the RMA number clearly marked on the outside of the package). The customer is responsible for shipping expenses to Axis.

* Customers who choose not to troubleshoot with a support specialist will be charged a testing fee of $75.00 USD and a Support Testing Agreement (pdf) must to be completed, including credit card payment, prior to a Return Material Authorization being issued.

Standard RMA

Upon receipt, products will be factory defaulted and tested to determine the status, if the product status is:

Not defective: it will be shipped** with a test results document.
Repaired: it will be shipped** within 2 business days.
Replaced:
- with an in stock product, it will be shipped** within 2 business days.
- with an out of stock product, it will be shipped** within 10 business days.

Advance Replacement

Advance Replacement is a fee-based RMA service for in stock replacement products, to be shipped** out the same day. If the customer needs this service they can request an Advance Replacement RMA for a service fee of $30.00 USD plus an additional fee of $20.00 USD per camera. The customer is required to complete an Advance Replacement Agreement (pdf) which authorizes Axis Communications to charge their credit card the advance replacement fee, in addition, if the defective unit is not returned within 30 days to charge the price of the replacement unit.

Dead On Arrival (DOA/Cross-shipment)

If, within 30 days of end user purchase, the product is found defective a DOA (cross-ship) RMA will be issued. The customer is required to complete a DOA Agreement (pdf) which, in the event the defective unit is not returned within 30 days authorizes Axis Communications to charge their credit card for the list price of the product. If the DOA agreement is received:

before 2:00 pm a new product will be shipped same day via UPS Next Day Air.
after 2:00 pm the new product will shipped next business day via UPS Next Day Air.

Out of Warranty

Products that are out of warranty can be returned to Axis and tested for a fee of $75.00 USD. A Support Testing Agreement (pdf), including payment by credit card, must be completed prior to a Return Material Authorization being issued.

If the product is not defective, it will be shipped** to the customer with a document indicating the test results within 5 business days
Defective products (excluding discontinued products, water damaged products, 207 and M10 camera families) qualify for our repair program.

** via UPS ground unless expedited terms are specified and paid for by the customer.

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