If you have a scanner which you want to return for repair, please follow these steps:
1 Send a message via the ‘Submit a request’ button on the top right of this page, fill out the required fields of the form. In the ‘Description’ field make sure you enter the following information:
- The device name of your scanner, you can find this on the back side sticker of the scanner. It always starts with SC_
- A brief description of the defect
- The brand and model of the phone used for the app
- In case of a physical damage, please attach a photograph of the damaged scanner
Before sending, please wait until you get a confirmation from the help desk. If you received a confirmation, follow step 2.
2 Print the return form, and fill it out. You can find the return form attached to this article. Cut out the address section of the return form, you can tape it later to the package. The filled out return form should be placed inside the package.
3 The scanner should be returned as a complete set. This includes the charger cable, international plug, calibration cap, metal suitcase and the keys of the suitcase. The accessory set (sample cup, brush and cloth) doesn't need to be send. Please return the scanner in its original package and make sure it is carefully taped to avoid any extra damage. If the original box is no longer available, then please pack the scanner in a box of comparable quality. Take it to the nearest post office.
4 The post office will provide a track and trace number, please send us this number. This way we know when to expect the package.