Instructions for service cases (RMA)

Below are instructions for how you send back a product for service. The product has a 12 month warranty as standard. Errors/defects during the valid warranty period are also handled via this process.

All cases starts by filling in the RMA-form (Return Materials Authorization).

Document

The RMA-form helps us keeping control over different service cases and also gives us necessary technical information regarding the problem that needs to be fixed.

Please follow these steps to start a service case:

  1. Download our RMA-form and fill in the details regarding the product itself and what the problem is (the form can be downloaded from our Support page at
  2. Send an email to and ask for one or more RMA-numbers (one per individual product/unit).
  3. Profcon will answer via email with a dedicated RMA-number. Our service department gets a copy of this email and is in this way informed that a service case is on its way.

Information regarding warranty & costs

  • Standard warranty on all products are 12 months from purchase
  • If the problem is considered to be covered by the warranty terms no cost will be invoiced for the service performed.
  • By ticking the ”Quote” box on the RMA form Profcon will get back to you with an estimated service cost quote which you must accept before any service is performed.
  • By ticking this box on the RMA form you accept a 350:- SEK fee for troubleshooting and a quote for the estimated service cost. The quote is emailed to the contac/reference person stated on RMA form.
  • If the ”Quote” box is NOT ticked your are accepting that we perform service and will invoice you for all costs in restrospective. No fee will be charged for any warranty cases.
  1. Fill in the RMA-form on your PC
  • Use the RMA case number we have emailed you, one form per individual unit.
  • Please find the invoice for the defect unit (for warranty validity confirmation).
  • Fill in your contact information, invoice number and date for the defect unit.
  • Tick Yes or No in the ”Quote” box, if you want us to send you an estimated service fee or not.
  • Fill in the user contact information.
  • Fill in the product name, serial number and a short error description.
  • Answer the questions as best as you can, or write ”no” on those you can not answer.
  • Fíll in the address to which you wants us to return the unit/units.
  • Print out the RMA form and sign it.
  1. Pack the unit/units in a well protected parcel and include the RMA forms, one form per unit.
    Place each individual RMA form with each related unit if possible, Address the parcel to Profcon AB according to the information on the RMA form.
  2. Send back the parcel and fax or email a copy of the RMA form to Profcon AB according to the information on the RMA form.
  1. Profcon AB will send an email to the listed reference/contact person on the RMA form as confirmation once we have received the goods.
  1. When the service case is performed we will send the unit/units back to the return address stated on the RMA form. This may take an unspecified amount of time depending on how buzy our service staff are. If you want to know the status of a specific ongoing RMA case, please contact our Support department (and make sure that you have your RMA number/numbers available).
  1. When the units are ready to be sent back to your requested returd address the listed contact/reference person will get an email about this from our Service Department.
  1. When we have conducted our troubleshooting and sent the customer a quotation we expect a confirmation within 14 days if we are to perform any repairs in accordance. After this period Profcon reserves the right to return the product and invoice for the troubleshooting and freight cost.