This procedure applies to the Oncam product range.
Technical Support Contact Information
Phone: UK +44 (0)207 371 2324 / US +1 978 735 4860 option 2 / India +91 (0) 120- 4286275
(Phone lines open 9am-5pm Monday to Friday, excluding public holidays)
All Oncam products are covered by 3 years manufacturer’s warranty from the day of shipment.
It is required to speak to a local technical support representative before initiating a product return. In many cases, issues can be resolved over the phone or via remote diagnostic tools. In the unlikely event that the product cannot be fixed remotely, a support agent will inform the customer on the desired action to take and will issue a Return Material Authorisation number (RMA)
If the request is e-mailed, a technical Support agent will contact the customer within 24 hours (Monday to Friday, excluding public holidays) to discuss the reported fault. The email should include the following information:
a. Quantity and model of the camera
b. Serial number/s and/or MAC address/es of the goods to be returned (can be found on the label on the back of the camera module or on the web interface)
c. The failure or damage that has occurred to the goods
Once the RMA has been approved an RMA number will be issued by the support team.
Note: Products being returned under RMA must be properly packaged for shipment and shipped at the customers own expense to the address provided by the support representative depending on location. Please ensure the RMA number is clearly marked on all packages being returned. Do not return any items unless an RMA number has been issued.
Once received and processed, the unit will either be repaired and returned to the customer or replaced; dispatched within 5 working days (excluding weekends and public holidays).