Should you have an issue with an eagleyard product, please use our RMA (return material authorization) service by submitting a request on this website. Your detailed information to us via our RMA Portal helps to speed up the failure analysis.

Important: Please DO NOT RETURN THE FAILED PART before eagleyard issues a valid RMA number together with instructions for proper device return. Our Goods Receiving Department is not able to accept deliveries that do not have such a valid RMA number. In case you purchased through an authorized distributor please contact this party directly who will assist you.

eagleyard offers a RMA service free of charge for all products which are covered under warranty. (eagleyard warrants that products will, for one year following the date of shipment, be free from defects in materials and workmanship and will conform to publicly available datasheets in effect on the date of sale.).

Our return policy is to replace the failed part as soon as the failure analysis is completed. As a matter of course eagleyard provides the replacement free of charge except that the damage was caused by mishandling or modification (e.g. operation exceeding the maximum ratings, change of connector, opening of housings).

For out-of -warranty products eagleyard offers a failure analysis subject to a charge of 500 EUR plus shipping costs at the customer’s expense. The analysis includes a visual inspection and complete electro-optical characterization in accordance to the mandatory final outgoing test. Please note that these results do not necessarily allow a clear identification of the root cause. Further necessary analysis procedures can be jointly agreed between the customer and eagleyard. You should follow the same process of obtaining a RMA number for your out-of-warranty product as you would for a product with an effective warranty. In this case please place a separate order upfront stating the proper amount and referring to the serial number of the device.

Next steps:

1. Submit a RMA request by using the RMA form at the bottom of this page. We will send you an UPS return label for the shipment and the RMA number. This RMA is valid for 60 days. Please use only UPS services in combination with the UPS return label provided by eagleyard.
2. Ship the product, preferably in the original packaging, in any case in appropriate packaging to this address:
   eagleyard Photonics GmbH
   Customer Service
   Rudower Chaussee 29
   12489 Berlin, Germany
   Please write the RMA number clearly visible on the outside of the package. Returns without a valid RMA number can not be accepted by eagleyard’s Goods Receiving Department.
   Please provide a proper documentation for clearance by Customs in order to avoid any additional payments charged to the sender. State clearly on the pro-forma invoice “Return under warranty” and include the H.S. number 85414010 (Harmonized Customs Tariff Code). Please ensure that the RMA-No. and the serial no. as well as the original value of the product are on the pro-forma invoice and on the airway-bill.
3. First results of the failure analysis are usually available within 2 to 4 weeks after receipt of goods. You will receive a report by e-mail.