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RMA

Before starting an RMA, please go through the Q&A first — most issues can be solved without shipping the camera back.

RMA procedure​

If your issue can't be solved remotely, the support team will get back to you:

  1. We will send you a RMA number, so you and us can track your issue
  2. Once you have this RMA number, you can ship it to us:
Proton Camera Innovations GmbH
Heinkelstr. 5
30827 Garbsen
Germany
  1. Make sure to mention the RMA somewhere in the box so when we receive it, we know what's the issue
  2. Make sure to not send it "for repair" and prefer putting a "pro format invoice" with a low value. Sending it as a repair will make it a temporary import, and slows down the whole process.
  3. Make sure to ship it during week days as it's our office.
  4. Once shipped, send us by mail at support@proton-camera.com : the RMA number + the tracking number.
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Never ship anything to us without:

  • Checking with our team
  • RMA number
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Packaging — please do not ship cameras in flightcases. Wrap each camera individually in bubble wrap, place them in a cardboard box, and fill any empty space with padding so nothing moves around during transit.

If your device is under warranty (dates and causes) : you will simply receive the device back as fast as possible. Usually this process takes one week round trip.

If your device is not under warranty (too old or damaged like : case opened, cables modified, etc.):

  • We send you a quote for the repair cost (goods, time, etc.)
  • You validate the quote
  • We send you an invoice
  • Once paid, we ship the device back to you

Graph​

You can find a diagram showing the whole process: