RMA

An RMA (Return Merchandise Authorization) is the first step to initiate a repair or warranty claim.

The RMA must be created online before sending a physical shipment to ensure smooth processing and tracking.

Do not attempt to open or repair the device yourself. This will void the warranty.

To initiate an RMA, you must register your device through your customer account.
You will need the device’s serial number and the invoice for registration.

The exact procedure for device registration is described here.

1. Once the device is registered, your customer account will show whether the device is still under warranty.
    
2. Depending on the status, select "Initiate RMA" (if it is under warranty) or "Purchase Repair" (if it is no longer under warranty).
    
3. Select the defective device and choose "Initiate RMA"
    
4. Then fill out the form. Please describe the damage or problem with your device.
   You also have the option to upload up to 3 videos, each with a maximum size of 100 MB.
    
5. You will be informed of the next steps after your request is approved.

You can upload up to three videos for the RMA via your customer account. Log in to your customer account and go to “My Returns”. There, select the relevant device. You will find the upload function in this section. 

Please note that you can upload a maximum of 3 videos, each with a size of up to 100 MB. 

Important:
Please show the complete setup with the accessories used as well as the entire process that leads to the error – step by step and preferably with sound if noises are relevant. The device’s serial number and the error should be clearly visible (e.g., error message on the display, unresponsive buttons, functional issues, or unusual behavior). Ensure good lighting and stable camera movement.

Once the RMA has been initiated, follow these shipping guidelines:

• Send only the hot air generator (main unit)
• Do not include:
  ► Cooling unit
  ► Chargers
  ► Filling chambers
  ► Tubes
  ► Balloons
  ► Power cords
  ► Spare parts or accessories

• Packaging:
  Use the original packaging and pack the device securely.
   

• Where to send your device:

  EU & International:
  STORZ & BICKEL GmbH
  In Grubenäcker 5–9
  78532 Tuttlingen
  Germany

  USA:
  STORZ & BICKEL America Inc.
  1078 60th Street, Suite A
  Oakland, CA 94608
  USA

You can check your repair status at any time under “My Returns” in your account.

RMA Status & Their Meaning

• Pending:
  Request received, under review
   
• In Progress:
  Device received, under maintenance
   
• Completed:
  Device repaired or replaced, RMA completed
   
• Rejected:
  Not eligible – contact us for options
   
• Approved + Repair:
  Not under warranty – paid repair required

You will be notified by email when the status changes.