Technical Support

Getting help when you need it most

Get Technical Support for Captec Products

We provide pre and post-sales technical support free to all our customers. Our dedicated team of expert engineers are available at our service centres between 08:30 to 17:00, Monday to Friday.

In the event that your product appears defective, please review the documentation it was supplied with. If you require further assistance, please contact our support team by using our email or telephone contact information below.

Raise RMA Request

Please be aware that we operate an RMA (Returns Material Authorisation) policy under our ISO 9001 quality management system. In order to ensure your return is processed in an efficient and effective manner, please refer to the following:

Returns Policy

We operate a 12 month Return to Base warranty system as standard. The customer is responsible for carriage charges involved in returning the product for repair. We will bear the carriage charges when returning the product.

  • Where possible, we will repair the product in-house. It may be necessary to return faulty components to the original manufacturer for repair, which can involve additional delay.
  • If a product is being returned for credit, it must be by prior agreement and be complete with all original packaging, software, accessories and documentation, and be in suitable condition for resale. Where this is not observed, a restocking fee equalling 15% of the product’s original invoice value will be applied.
  • Products returned to Captec without a valid RMA number will not be accepted. Any carriage charges involved in returning the product to the customer will be charged to its account.
  • Products returned to Captec in unsuitable packaging, or products damaged in transit, may not be accepted. In such an event, carriage charges involved in returning the product to the customer will be charged to its account.
  • RMA numbers issued are valid for 14 days only. If a product has not been received within that time, the RMA will be closed and another application will need to be made.
  • Where a product is returned for repair under warranty, but is found to be without fault after test, a charge will be applied to cover inspection, testing and return carriage.
  • All products returned to Captec for inspection or repair will remain the property of the customer. Captec do not accept any liability for accidental loss or damage. Customers should ensure returned products are covered by appropriate insurances at all times.