CERTIFIED SERVICE-CENTER

1. Verify the Defect

• Ensure the system has a genuine defect or malfunction before sending it in.
• Consult the product manual for specifications.

2. RAYLASE Products Only

• We only service systems manufactured by RAYLASE.

3. Returns from Direct Customers Only

• Returns are accepted only from direct customers. If you are not a direct customer, please contact your supplier.

4. Prepare the Device

• Ensure the device is in a serviceable condition: clean it, drain air and water cooling lines, and seal all connections.

5. Contamination-Free Devices

• Thoroughly clean and decontaminate the device if necessary. Devices must be free from hazardous substances to protect our employees and production environment. Contaminated devices without clear definitions will not be accepted.

6. Inspection Fees for Fault-Free Devices

• If no defects are found, inspection fees may apply, even for warranty cases.

7. Packaging Guidelines

• Use the original packaging whenever possible for optimal protection.
• Return electronic devices in antistatic packaging.

1. Complete the RMA Form

• Fill out the form and click “SUBMIT.” You will receive an email with your RMA number.

2. Review and Confirmation

• A RAYLASE representative will review your request and send a confirmation email.

3. Return the Product

• If instructed to proceed, clearly mark the RMA number on the shipping box and send the product to:
  
  RAYLASE GmbH, Argelsrieder Feld 2+4, 82234 Wessling, Germany
  
  Important: Only send the product after receiving an RMA number and confirmation email. Items without an RMA number cannot be processed and will be returned, causing delays and additional costs.

4. Loan Equipment

• For returning loan equipment, also complete the RMA form.

1. Preliminary Inspection and Cost Estimate

• Repair costs depend on the required spare parts and labor. Estimates are only possible for inspected systems.
• Upon receipt, RAYLASE will conduct a preliminary inspection to assess repair requirements.

2. Provisional Nature of Estimates

• Initial estimates are provisional and subject to change until final quality control.
• Cost overruns of up to 20% will be carried out without extra approval from you; in the event of higher deviations, we will ask you to approve the updated cost estimate.

3. Approval Process

• Repairs up to €850 net: Repairs proceed without consultation.
• Repairs over €850 net: A free estimate will be provided, requiring customer approval.
• Upon request, we can also issue cost estimates for repairs under €850, for which we charge a fee of €100.

4. Repair Timelines

• Standard Repair: 3–4 weeks after approval, depending on part availability.
• Express Repair: 1 week after approval, with an additional €500 fee (plus VAT), also subject to part availability.

5. Transport Costs

• RAYLASE covers return shipping costs for warranty repairs.
• For other returns, including goodwill cases, the sender bears shipping costs.
• Unpaid shipments will not be accepted; associated costs will be billed to the sender.

1. Warranty Coverage

• Covers manufacturing or material defects, limited to repairs or replacements by RAYLASE.

2. Warranty Exclusions

• Warranty is void for:
  • Improper handling or use
  • Damage to optical components from misuse
  • Damage from unsuitable laser power or incorrect alignment
  • Repairs by third parties
  • Shipping damage or inadequate packaging for returns
  • Product tampering
  • Damage to warranty seals
  • Consequential damages

3. Warranty on Repairs

• 6-month warranty on RAYLASE-replaced components.

4. Priority Handling

• Warranty-covered products are analyzed and repaired with priority.

1. Product Phaseout

• Refer to product discontinuation notices at: Product Discontinuation

2. End-of-Service Dates

• Pay attention to specified end-of-service dates.

3. Product Lifespan

• RAYLASE optical-mechanical products, including scanners and beam guidance components, have a maximum lifespan of 10 years from the delivery date.
• This statement is explicitly not associated with any extension of the warranty.

4. Repair Claims

• RAYLASE reserves the right to decline repairs after 10 years.

1. Return Slip Details

• Import and customs fees to be paid by RAYLASE (Incoterms FCA)

2. Accurate Value Declaration

• Please state the exact original purchase price. If the value is too low, re-import for repair may be refused or made more difficult.

3. Clarify Customs Formalities Before Shipping

• Before shipping/exporting, check the correct customs clearance with your local customs authority/forwarding agent to avoid additional costs when re-importing later.

4. Accompanying documents

• Accompanying documents on import: Please always note the information provided by us in the e-mail or customs clearance instructions. If anything is unclear, you are welcome to send us your draft. We will be happy to check it for you and let you know whether the draft is correct. Please understand that we are not allowed to issue proforma invoices for our customers.
• Accompanying documents for export (return shipment from RAYLASE to customers): We prepare all necessary documents taking into account the current shipping regulations of the respective country (e.g. proforma invoice, packing list, A.TR (for Turkey)).