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Product Returns

RMA Services

Follow these 5 easy steps to request and complete your return.

Step 1

Check for Common Problems

If your product doesn't work, check that...

  1.  Power is connected and the Power LED is on.
  2. The product is connected to the network.
  3. The product has the latest firmware version
  4. Try restoring the factory default settings.

Step 2

Contact Tech Support for a Ticket #

Call our Toll-Free phone line or send Tech Support an email.

techsupport@codeblue.com
1 (800) 205-7186
Tech Support will verify your warranty status and discuss your options for replacement or returns. You will be provided with a ticket number to fill out the Returns Form with.

Step 3

Complete the Returns Form 

With the Ticket # provided by Tech Support, you can complete the Returns Form located below on this page.

Step 4

Receive Your RMA#

Once you have completed and submitted the Returns Form, a member from our RMA Team will reach out to you, within 1-2 business days, with your RMA # or to request more information about your request.

Step 5

Send Us Your Return

After your receive your RMA #, it's time to send your item(s) to us. Use the "How to Prepare Your Product for Shipping" section on this page as a guide to securely ship your item(s).

New to Code Blue's Return Process? 

Please take a moment to watch the video below to learn how to quickly & easily submit your RMA request to Code Blue.

All return requests require a ticket # from Code Blue Customer Service or Code Blue Technical Support prior to filling out the RMA Submission Form on this page. If you have not yet received a ticket number from one of these sources, please use the contact information below to do so. 

Technical Support

  • technicalsupport@codeblue.com
  • 800-205-7186

Customer Service

  • customerservice@codeblue.com
  • 800-205-7186

Return Options

  • New/Unused Items
  • Defective Items

  • Return for Credit

    Products purchased within 60 days of invoice are eligible to be returned for credit. All items returned for credit must be in new/uninstalled condition. Upon receipt, the merchandise will be inspected and credit will be issued based upon the condition of the return. All items returned as “new/not needed” are subject to a standard 25% restock fee, in addition to any cost for damages or missing parts found during inspection. Purchaser is responsible for arranging and covering all shipping costs to return an item to Code Blue for credit.

     

    Please note, all items returned for credit must be done so by the original purchaser. If you purchased your products from an Authorized Code Blue Distributor or Authorized Code Blue Reseller, please contact them to begin your product return.

  • Advanced Replacement

    Products within warranty may be eligible for an Advanced Replacement. It is Code Blue’s goal to provide new products in the event that an Advanced Replacement is requested. In some cases, that may not be possible due to circumstances beyond Code Blue’s control, such as a component no longer being available. In these instances, an equivalent model will be offered as a replacement. In the event that a product is returned to Code Blue and the reported defect cannot be found, a “No Defect Found” fee will be deducted from the credit amount issued, along with the cost of any damages to the unit or missing components. Purchaser is responsible for all shipping costs to and from Code Blue.

     

    Repair and Return

    Products within warranty may be sent to Code Blue for repair services at no charge within the scope that Code Blue’s Standard Warranty covers. Upon receipt, the merchandise will be repaired or replaced, and returned to the customer. Items no longer covered under warranty may also be sent to Code Blue for repair services. Costs associated with the necessary repairs will be quoted prior to any requests for payment are made. In the event an item is found to be unrepairable, the customer will be notified along with potential replacement purchase options. Unrepairable items will be disposed of or recycled by Code Blue. Purchaser is responsible for all shipping costs to and from Code Blue.

    Code Blue is not responsible for shipping costs associated with a defective item or an Advance Replacement item, unless the defect is found to be the fault of Code Blue during the manufacturing process. 

Ready to Start Your Return?

RMA Submission Form

Please allow 2-4 weeks for repair and replacement processing. Returns are processed in the order they are received, not by size, customer, or RMA submission date.

How to Prepare Your Product for Shipping

  • Pack the item securely. Use the item’s original packaging, if possible, to protect against rough handling during transportation. If you do not have the original packaging, please ensure the item is properly protected.
  • Confirm all required accessories & components are in the box. To avoid unwanted repair fees or credit amount deductions, please ensure all components originally included with the item are sent as well.
  • Enclose a copy of your RMA Submission Acknowledgement. This is emailed to you upon completion of the RMA Submission Form.
  • Ensure the RMA number is on the outside of the package. Please clearly mark the package with the RMA # you are issued. This begins with “SRT” followed by 6 numerical digits. This is NOT the ticket # you are provided by Customer Service or Technical Support. Unmarked packages may result in processing delays.
  • Ship the package to the address below:
    Code Blue Corporation
    259 Hedcor Street
    Attn: RMA # _ _ _ _ _ _ _ _ _
    Holland, MI 49423

Code Blue Returns FAQs

  • I sent back my item for credit, when will I see my credit memo? Credit memos are automatically sent out via email to the email address on your account’s file once processed by Code Blue’s accounting team. If you are unable to retrieve your credit memo internally, please send a request to customerservice@codeblue.com to obtain a copy of the credit memo. Please include your RMA # in your request to allow for quick turnaround.
  • I sent an item to Code Blue for repair, how long will it take to repair it and send it back to me? Items sent in for repair take approximately 2-4 weeks from the time they are received to be fully processed & repaired by the RMA team. You will be contacted if your repair requires a component that will take Code Blue longer than 4 week to manufacture or obtain. 
  • Why am I required to provide a PO or Credit Card payment for an Advance Replacement? Payment is required for all Advance Replacement products. This payment will be credited back upon return & inspection of the defective product to Code Blue. 
  • Why do I need to get a ticket from Technical Support prior to submitting this RMA request for a defective item? Code Blue’s quality control process includes the testing of our products at multiple points throughout the manufacturing process to ensure products leave our facility in proper working order. Over the years it was found that many products were being reported as defective & sent back to Code Blue only to have no defect found once tested. The requirement of troubleshooting any defective item prior to returning it is in place to prevent commonly overlooked situations that may cause someone to assume their product has a problem. This process also helps eliminate other contributing factors, such as connections to incorrect power sources or other third party accessories that may impact the performance of your Code Blue equipment.
  • Why was the amount I was credited not equal to the amount I originally paid for the item? All products returned to Code Blue as “New/Not Needed” are subject to a standard 25% restocking fee. Also, RMA’s that are issued to “New/Not Needed” requests are done so with the assumption that the product is being returned to Code Blue in the condition in which it was sold. This means if the product was installed & used, is missing components originally included with it, or is damaged in a way that makes the product unsalvageable, these costs will be deducted from your credit amount. 
  • I was sent an Advance Replacement unit for a defective unit. When I sent the defective unit back to Code Blue, the credit amount I received was not equal to the cost of the Advance Replacement product. Why?
    Any product returned to Code Blue that has been reported as having a defect of some sort will be fully inspected and tested by the RMA team. If the reported defect is confirmed, the credit issued will be equal to the amount charged for the Advance Replacement. If no defect is found during testing, a “No Defect Found” fee will be applied, reducing the credit amount. Units returned as defective but are found to be working properly will be handled as though it is a Return for Credit item & are subject to a standard 25% restocking fee along with additional deductions to the credit amount that account for any missing components and/or damages to the product.