1. Qualifying for a repair
You must meet the following qualifying criteria before shipping your device to us for investigation
- A fault must be confirmed by a member of our technical support team.
- Your shipping address must be within the UK, or within a supported region in Europe (additional shipping costs will be incurred if outside of the UK).
- Your device must be purchased from a supported retailer (if the repair is being carried out within the warranty period).
- You must be issued with an RMA number prior to shipping your device.
2. What is an RMA number?
"RMA" stands for "return merchandise authorisation", this is a unique alphanumeric number that is issued by our tech support team when we believe a device should be returned to us for investigation. This number acts as a unique identifier and lets our engineers know what problems you have been experiencing and provides us with things like your contact details, shipping information, the tests carried out and other relevant details related to your case. All data is stored in accordance with GDPR.
DO NOT ship your device to us without your RMA number written on the outside of the parcel.
3. How to get an RMA
An RMA number is only issued if you have followed all of the relevant troubleshooting steps to get your device working and the problem has not been resolved. If you haven't contacted our support team yet, please submit a ticket and we will check to see if you meet the qualifying criteria.
If you qualify, we will send an email asking for the following details to get you booked into the system:
- Full name
- Full shipping address
- Contact number (preferably a mobile number)
- Email address
- A brief description of the fault
- Product name and model number
- Serial number
- Proof of purchase (if a free repaired has been offered under warranty)
4. After being issued with an RMA number
When we issue you with your RMA number we will also send you an email with our shipping address and some advice on the best ways to protect the parcel in transit, along with the best type of courier service to use.
Please note: We do not cover the cost of shipping; unless your claim falls into one of the following categories:
- The Dash Cam was purchased directly from nextbase.com and your claim is in accordance with section 5 of our warranty policy.
- Your device has been booked in for an out of warranty repair and you have rejected the quotation provided by our repair engineers and wish to have your device returned to you (see below).
6. Physical damage
If your device arrives at our repair centre and has signs of physical damage this will not be covered under warranty and will be subject to a chargeable repair, regardless of whether it was damaged before the device was shipped, or if it was damaged in transit.
7. Out of warranty repairs
If your device is outside of it's warranty period, we will provide a free quotation on the work that needs to be carried out. We will test the camera and confirm the fault for free, then email you with a quotation. If you are unhappy with the quote, we will ship the item back to you for free (or recycle it if you prefer).
Please note: The amount quoted for your repair (or replacement) is final and is non-negotiable, we do not edit quotes, they are either fulfilled or rejected.
8. Beyond economical repair
In the rare event that the Dash Cam is deemed beyond economical repair, a replacement device will be offered to you at a discounted price and we will safely recycle the old device in accordance with Waste Electrical and Electronic Equipment recycling (WEEE). The replacement model will be a refurbished device, with no mount, cables or accessories and comes with a standard 6 month warranty (unless your original warranty exceeds this period).
A product is classified as beyond economical repair when the cost to repair the product is greater than the value of the product itself. This usually occurs if the product has been out of production for an extremely long time and we no longer have the parts to carry out the repair at a reasonable expense. If a like-for-like replacement is not available, an engineer will get in touch with you to discuss your options.
9. If we receive no communication from you
In the rare event we contact you and receive no response or further communication in over 6 months (from the date the device was delivered to our repair centre), your device will be recycled in accordance with Waste Electrical and Electronic Equipment recycling (WEEE) and disposed of.
10. How to pay for a repair
If your device is not covered under warranty, we will provide you with a quotation via email and include a payment link. Simply click on the payment link provided and follow the on-screen instructions to pay for the repair.
Please note: The work will only be carried out AFTER we have received payment for the repair. We do not perform any repairs prior to receiving payment.
11. How long does a repair usually take?
The exact turnaround time for repairs varies, but usually falls within 14 working days, although may change during busy periods, or public holidays.
Please note:
- The device will be shipped back to the original address provided when your RMA was created (see section 3). We are unable to ship the item to an alternative address without prior written agreement to a member of our support team.
- All products are shipped back using Royal Mail 24 hour delivery, but due to factors outside of our control, 24 hour delivery is not guaranteed and in some cases items may take a few more days to arrive.
12. Do repairs come with a warranty?
Components specific to the repair carried out are covered with a 6 month warranty, should the same fault remerge within 6 months from the date of the original repair, we will repair (or replace) the device at no cost. Replacement devices (see section 8) are also covered by a 6 month warranty from the date of the replacement. If your product is still within it's original warranty period (provided by the retailer), you will be covered by your original warranty or your 6 month warranty, whichever ends at a later date.
Please note: Physical damage IS NOT covered by this warranty.
13. Reusing packing materials
In most cases, your device will be shipped back to you using the same packing materials that you shipped it with originally. We do this to reduce our impact on the environment, please try to use materials that can be reused and do not need to be discarded on arrival.
