Frequently Asked Questions About Reolink Warranty Procedure

This article answers some frequently asked questions on Reolink Warranty Service. Click the "+" button next to each question to know more details.

What is RMA and how does it work?

Return Merchandise Authorization (RMA) is a process for returning a product to receive a refund or replacement within the product's warranty period.
How to return?
When you contact Reolink support and submit refund or replacement request, Reolink support will provide you the warranty solution for your order, please follow the step-by-step guide:

Step 1: You will receive an email titled with "Action Required: Please confirm your warranty solution for Reolink products" (If you cannot find it in your new emails, check the spam folder).

Step 2: Copy the password (highlighted in Blue letters) and click on the Warranty Service button to enter the login page. Then paste the password to enter.

Step 3: Review all the information on the “Warranty solution content" page.

Step 4: If all the information is correct, click “Agree” to proceed with your warranty request.

If the warranty info is incorrect or you would like to make some changes, click Disagree to reject the warranty solution, and leave your comment with the solution you desire. See "How to reject a warranty solution".

Step 5: Fill in all the required information, confirm your shipping address, and click “Submit” to proceed.
- If you need to return an item to Reolink, please enter the tracking number and upload the postage receipt after mailing the item.
- If you need to provide a make-up payment, please enter your transaction ID and upload the payment screenshot after paying supplement payment (any balance such as shipping fees, or replacement fees).
- If there is no need to return items or make an additional payment, check your shipping address and click "Submit". If necessary, click the Edit button (the pen icon) to modify your shipping address to receive the replacement, ensuring the country remains the same as your original address (which can't be changed).
Step 6: Wait for your replacement or refund.
How to obtain the password of my warranty solution?

Open the warranty solution email you received, and you’ll find the password highlighted in Blue. Make sure to copy it completely.

Click "Warranty Service" button, then enter the copied password to continue with confirming your warranty solution, submitting the warranty details, or viewing the warranty status.

You can use the same password and click "Warranty Service" button to check the warranty status at any point during the warranty request.

Note: Please don't share your password with others, otherwise all actions performed by them will be considered equivalent to your own actions and you will be responsible for any consequences arising from this.
Where can I find the return address in my warranty solution?

When you need to return the item back to Reolink, the return address can be found in the warranty solution you received.

Look at the email titled "Action Required: Please confirm your warranty solution for Reolink products" (If you cannot find it in your new emails, check the spam folder).

And you'll see the order number and Reolink's warehouse address, Reolink's warehouse address is the address where you need to return the item to Reolink.
How can I return the item and upload return information?

Step 1: Choose an economical shipping courier and return the item to the Reolink address listed in the warranty solution email.

Step 2: Fill in the tracking number to Tracking number for return, and upload the shipping receipt for review.

Notes: Please upload images in the format of JPG, PNG, JPEG, WEBP.

You can only upload up to 5 pictures, each within 10MB in size.

For a smooth and fast warranty process, please make sure there are no blank or special characters in the tracking number.
What should I do when fail to submit my warranty solution?

If you have trouble submitting your warranty solution, feel free to get contact Reolink support agent again to help submit warranty solution on your behalf.
How to reject a warranty solution?

Step 1: Look for the email titled "Action Required: Please confirm your warranty solution for Reolink products" (If you cannot find it in your new emails, check the spam folder).

Step 2: Copy the password (highlighted in blue letters) and click on the Warranty Service button (colored blue). Then paste the password.

Step 3: Click Disagree, and leave your comment with the solution you expected, then click Submit. Our customer service agent will review and check its feasibility.

Note: You can reject the warranty solution only when your warranty solution is in "pending confirm" status. Once the warranty solution is confirmed, you're not able to reject it. If you prefer another solution after you confirmed warranty solution, please contact our customer service via email to help.
How can I pay for the make-up payment?

Receiving account is Reolink's PayPal account, please pay to this Reolink paypal account listed.

You can log in to your PayPal account, fill in Reolink’s PayPal account (in the email address format), and proceed with the transfer. You may also complete the transaction via the bank card/credit card service.

Check this reference link to learn how to send money via paypal: https://www.paypal.com/c2/cshelp/article/how-do-i-send-money-HELP293

If you have any problem in making a payment to Reolink's paypal account, please contact our customer service via email, requesting an invoice link to pay.
What's the payment transaction number?

The Supplement payment transaction number is your transaction ID, generated automatically by paypal after you make a money transfer to Reolink's PayPal account.

You can find it on the transaction page and use it to fill in the “Payment transaction number” box. And the payment receipt refers to the screenshot of this payment proof.

Note: Please upload images in the format of JPG, PNG, JPEG, WEBP.

You can only upload up to 5 pictures, each within 10MB in size.
Where can I find the in submission page if I want to enter tracking number/transaction ID and upload return information?

Accessing the submission page is similar to confirming your warranty solution.

Step 1: Find the email titled "Action Required: Please confirm your warranty solution for Reolink products" .

Step 2: Copy the password (highlighted in blue), and click on the “Warranty Service button (colored blue). Input the password to access the submission page, where you can enter the needed tracking number, transaction ID, postage receipt, payment screenshot, and more.