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RMA Procedure

Raytec customers have direct access to a variety of technical support outlets for help with all product enquires and issues.

Warranty, Replacement and Repair

If a Raytec product is found to be defective within its warranty period, it is entitled to an RMA (Return Material Authorisation) claim for repair or replacement. You must first contact Raytec so we can verify that your product is approved for an RMA claim.

Initial Steps

Please first refer to the troubleshooting advice in your product installation guide to see if it helps you solve the problem straight away.

If you still need a little more help, please either:


  •    call or email our technical support teams and we will perform an advanced troubleshoot assessment
  •    or, send us a message via our live website chat for an instant answer to your question


Raytec Global (excluding Americas)
T: +44 (0) 1670 520055 

Raytec Americas
T: +1 613 270 9990 Toll Free: +1 888 505 8335

NB: Please have your serial number(s) ready so that we can ensure the most accurate product troubleshooting. The serial number is located on the product label.

If we are unable to resolve your issue via troubleshooting,we will provide you with an RMA number and further details of how we will proceed with your case.

What Happens Next?

Following a troubleshooting assessment, and your receipt of a Raytec RMA number, we will ask you to return the product(s) to Raytec, clearly quoting the RMA number on all paperwork. Products can be returned via your distribution channel or directly to Raytec.

Raytec Global(excluding Americas)

Unit 3 Wansbeck Business Park
Rotary Parkway
Ashington, Northumberland
NE63 8QW, United Kingdom

Raytec Americas

Raytec Systems Inc.
800-300 Terry Fox Drive
Ottawa, Ontario
K2K 0E3, Canada

Please return the product(s) in the original packaging, or a suitably equal alternative. Raytec are not held liable for further damage in transit.

Raytec will inspect the product(s) and determine the root cause of the issue. Our target turnaround time is 5 days from receipt of your product(s) into Raytec.

Determining the Outcome

If the product is within warranty conditions, we will repair or replace the product under warranty, and return the product to you. If no fault is found, we will contact you to discuss the case further.

If the product is found to be outside of warranty conditions, any repairs will be chargeable. We will of course seek your approval before we commence any chargeable work. We will then return the product to you.

Warranty Conditions

Please see our warranty statement for further information on the duration of product cover and any exclusions.

Carriage Costs

You (the customer) are responsible for the carriage costs for sending your product(s) to Raytec. We (Raytec) are responsible for the carriage costs for returning the products back to your address provided.