Support Repairs - APP, web, and forms
Today, we are able to guarantee, in over 90% of cases, a turnaround time for the return of the repaired product (ex-works) that does not exceed 10 days from the receipt of the item or the acceptance of the estimate, where required. This has been made possible thanks to process improvements implemented in recent years and the collaboration of our customers.
Moreover, with our new mobile application, you can monitor the progress of your return and repair request (RMA) in real time.
Check your phone to manage the process quickly and easily:
In the RMA section of the APP, you can start tracking your request and immediately view the warranty status and other information. To do this, simply scan the product’s barcode or manually enter the product code.
Alternatively, use the desktop application by accessing the link here:
Sign in or register to submit your RMA directly from Desktop.
Choose the channel you prefer for an optimal support experience.
Next steps:
1. The actual costs will be adjusted and billed only after the verification of the received material (warranty YES or NO, matching of received codes, quantities, etc.). If the customer sends material that does not correspond to what was previously listed on the RMA form, CIAS will communicate the variations.
2. The customer’s shipping document, marked as "for repair," must include the assigned RMA number, and the same number must be clearly visible on the outside of each package.
3. UNDER WARRANTY: Repairs will be carried out FREE OF CHARGE, except for those that, after the inspection procedure, are found to be fully functional with no faults detected. In this case, a net fee of €30.00 (excluding VAT) per item will be applied to cover our management, inspection, and return shipping costs.
4. OUT OF WARRANTY: Repairs will be charged, applying the costs listed in our current Repair Price List. To request it, send an email to: info@cias.it or download it from our App. For OUT-OF-WARRANTY products found to be fully functional with no faults, a management fee of €30.00 (excluding VAT) will be applied as an internal handling cost.
5. NOT REPAIRABLE: Products that are over 10 YEARS OLD (as indicated by entering the production serial number on the label) or that show damage due to overvoltage, water ingress, or other serious damage that makes the repair unfeasible or unsafe will be returned as "Unrepairable." In this case as well, a fixed management fee of €30.00 (excluding VAT) per item will be applied.
6.Enter the correct Serial Number (SN) so that you can proceed with the request, you can see the existing types here:
7. All products, whether repaired or inspected, will be returned with the latest Firmware update.
8. Shipping costs are the responsibility of the customer for sending the material, while return shipping will be covered by CIAS.
9. The material sent for repair must be sent to the following address:
CIAS Elettronica Srl, Via Don Luigi Sturzo, 15, Olgiate Molgora - 23887 – Lecco.