The following steps explain how to request and process a repair RMA service. Before submitting an RMA request, please visit our Support Center to check whether the issue can be resolved through troubleshooting or technical assistance.

Customers must first obtain a Return Merchandise Authorization (RMA) number before returning any product.

You may request an RMA through one of the following methods:

Option A – Email (Available to all Hikvision customers)
Send your RMA request to: rma.ca@hikvision.com

Option B – Hik-Partner Pro (HPP) Platform (Available to authorized distributors and professional installers)

Submit the request through the Hik-Partner Pro web portal or mobile application.

The Hik-Partner Pro app can be downloaded from the App Store or Google Play. After installation, create an account to submit an RMA request.

Before submitting the RMA request, please ensure the following information is available:

1. Proof of Purchase (PoP)
Provide proof of purchase to confirm that the product is within the warranty period.

2. Product Information
Ensure that the serial number and product model match the information listed on the RMA form.

3. Product Condition Check
Verify that the product does not show signs of physical damage or intentional misuse before submitting the request.

Before sending the equipment to us, please back up all important data and erase all existing data stored on the device.

We are not responsible for any costs, losses, or liabilities related to:

• Data loss 
• Data recovery 
• Data compromise 
• Loss of programs or software 
• Loss of use of the equipment
   

Customers must also ensure that the returned equipment does not contain illegal files or data that violate data protection laws or other applicable regulations.

During the RMA service process, we may access data stored on the returned equipment when necessary for diagnostic or repair purposes.

To prevent damage during transit, the returned product must be securely packaged.

Recommended protective materials include:

• Bubble wrap 
• Foam cushioning 
• ESD-safe packaging for sensitive electronic components
   

Original packaging is preferred. However, alternative packaging is acceptable if it provides equivalent protection.

Before shipping the product:

• Clearly display the approved RMA number on the outside of the package. 
• Include a copy of the RMA form inside the package. 
• Ensure the package is properly sealed before shipment.

After the product has been shipped, customers may track the status of their RMA request.

Customers who submitted their request through Hik-Partner Pro can log in to the platform to check the RMA status.Customers who submitted the request via email may contact the RMA support team for status updates.

Once the returned product is received, we will inspect the item and proceed with the RMA service process.

If damage is determined to be caused by inadequate packaging during shipment, repair fees may apply. Any applicable charges will be clearly communicated to the customer.

After the RMA service process is completed, the repaired or replacement product will be returned to the customer.