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Product Return Process


  1. Please contact a FLIR customer service representative by calling 1-866-FLIR-911.

     

  2. A Return Material Authorization Number (RMA#) will then be assigned. Please note that each product being returned requires its own RMA#. Ship the product(s) to the address below and reference the assigned RMA# on the outside packaging for prompt delivery to the Service Department.

    FLIR Systems Boston
    Attn.: Service Department
    RMA#: XXXXX
    25 Esquire Road
    No. Billerica, MA 01862
    USA

  3. Note: Many of FLIR Products require the completion of pertinent import/export documentation prior to the shipment of products to FLIR Systems Boston for service. Without proper documentation in place, any product being sent to FLIR could be quarantined until proper documents are obtained. Please contact the Import/Export Traffic Department at 978-901-8272 for additional information.

     

  4. Once acknowledged into the Service Department a FLIR Service Technician will perform an evaluation of the product. If applicable a Repair Estimate will be produced and forwarded to customer for review, approval and funding before FLIR will proceed with any repairs.

     

  5. Once the customer provides FLIR with approval to proceed with repairs and the method of payment is determined (purchase order, prepayment via check, wire transfer or credit card) an estimated turn time will be provided and the repairs/maintenance of product will be performed.

     

  6. If the repair is declined a $500.00 evaluation fee will be charged. Please note that this charge does not include shipping charges of the product back to customer.

     

  7. When the repairs/maintenance are complete the product(s) will be shipped back via method requested by customer.

     

  8. After the product(s) has been shipped an Invoice will be sent via U.S. Mail for payment to the Bill to address provided on the RIF. An Invoice is not mailed for any order that was for zero dollars, should one be required it can be faxed or mailed upon request.