Context

If your ZED Box or other Stereolabs device is experiencing a hardware failure — such as failing to power on, not booting, unresponsive LEDs, or other issues that cannot be resolved through software troubleshooting or reflashing — you may need to request a Return Merchandise Authorization (RMA) to receive a replacement unit.

Answer

Before initiating an RMA, we recommend following the troubleshooting and reflash guides to rule out software-related issues:

• ZED Box Orin Troubleshooting Guide

• ZED Box Orin Reset & Update Guide

If the issue persists after troubleshooting, or if the device shows clear signs of hardware failure (e.g., no power LED, no response to recovery mode attempts), proceed with the RMA process below.

Note: Reflashing the device does not void the warranty. Do not open the device enclosure, as this will void the warranty.

How to Submit an RMA Request

Please contact Stereolabs Support directly at support.stereolabs.com. In your message, include your order number, device serial number (found on the label on the underside of the device, beginning with GTW-), and a description of the issue.

A support agent will provide you with all the required information.

Additional Notes

• Warranty: Stereolabs products are covered by a two-year warranty from the delivery date. For full details, see the Stereolabs Warranty Policy.

• Shipping costs: As per the warranty policy, shipping, handling, and customs costs are the responsibility of the customer.

• Do not ship without an RMA: Please do not send your device back before an RMA has been initiated, as unauthorized returns may be held at the warehouse.

• Replacement timing: In some urgent cases, Stereolabs may ship a replacement unit before receiving the defective one. Contact support to discuss your situation if timing is critical.

• Repair vs. replacement: Stereolabs does not offer repair services; defective units are replaced.