How do I request an RMA for a defective ZED Box or StereoLabs device?

Last updated: October 23, 2026

If your ZED Box or another StereoLabs device shows a hardware failure, such as failing to power on, not booting, unresponsive LEDs, or other issues that cannot be solved through software troubleshooting or reflashing, you may need to request a Return Merchandise Authorization (RMA).

Before requesting an RMA

Follow the troubleshooting and reflash guides of your device to rule out software-related issues:

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

How to request an RMA

Write to support@stereolabs.com and include:

  • your order number;

  • the serial number of the device (for the ZED Box, it is printed on the label on the underside of the device and begins with GTW-);

  • a detailed description of the issue, and the diagnostic report if available.

Our support team will check your request and send you the instructions to open the RMA.

Additional notes

  • Warranty: StereoLabs products are covered by a two-year warranty from the delivery date. For full details, see What is StereoLabs' warranty policy?

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

  • Do not ship without an approved RMA: devices sent back without an approved RMA may be held at the warehouse.

  • Replacement timing: StereoLabs does not ship advance replacements. A replacement unit is shipped only after you have sent us the tracking number of the defective device returned to our warehouse.

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

  • Products bought from a reseller or distributor: StereoLabs cannot open an RMA for products sold by resellers. Contact your reseller, who replaces the product and then opens the RMA with StereoLabs.