Teledyne FLIR Product Returns Process

1. How to complete the onetime online registration

In order to return products to Teledyne FLIR for service and maintenance, you will need to complete a onetime
registration. Complete the registration as follows:

 Go to https://www.flirdetection.com/
 Select the person icon (top right)
 Scroll down and select Sign Up (See screenshot below)

Once you are registered you will have access to:

 Product information including manuals, firmware, software, specifications, etc.

 Knowledge Base articles
 Teledyne FLIR product returns portal (RMA)

2. How to access the product returns portal

 Login to the Teledyne FLIR Detection portal at https://www.flirdetection.com/

 Select the “Resources” tab
 Scroll down and select “Submit RMA Request”
 After selecting “Submit RMA Request”, you will be automatically redirected to the Teledyne FLIR
Detection product returns portal

Important: The “Submit RMA Request” is only visible to those who are logged in and have the appropriate
permissions.
3. Outline of the Teledyne FLIR returns process

 Customer requests an RMA via the Request RMA link above

 Customer receives an RMA and shipping instructions from Teledyne FLIR
 Upon receipt of the product to Teledyne FLIR an email notification will be sent to the customer
 A Teledyne FLIR Service Engineer will evaluate the product
 If applicable, a repair estimate will be forwarded to the customer
 Upon customer approval and receipt of funding, Teledyne FLIR will proceed with the quoted repair
 The product will be shipped upon passing the quality control performance criteria
 Tracking information will be emailed to the customer

IMPORTANT: If you are wanting to return a product direct to Teledyne FLIR detection for service, you will need to
agree upon Teledyne FLIR Terms and Conditions (https://www.flir.com/corporate/reseller-and-customer-
information/). If you are unable to agree upon Teledyne FLIR Terms and Conditions, we recommend engaging
one of our authorized distributors as an intermediary to get the repair order processed and your instruments
returned without contractual delay. Distributors contact information is available upon request.

4. Turnaround time

All products covered under an enhanced extended warranty will be placed ahead of all non-warranty services
thereby reducing the repair turnaround time. Teledyne FLIR will make reasonable efforts to ensure repairs are
completed within 5-8 business days. We understand that a faster turnaround is sometimes required, and we will
do our best to accommodate such requests.

5. Customer support information

Radiation Detection Products Teledyne FLIR

100 Midland Road
Oak Ridge, TN 37830
USA
Radiation.support@flir.com
+1 865 276 2850

ChemBio Detection Products Teledyne FLIR

3495 Kent Avenue, Suite U
West Lafayette, IN 47906
USA
ChemBio.support@flir.com
+1 765 775 1702

Explosives Detection Products Teledyne FLIR

1024 S Innovation Way
Stillwater, OK, 74074
USA
Explosives.support@flir.com
+1 765 775 1702
6. Quality Program

The various Teledyne FLIR sites are all ISO 9001:2015 certified.

The Teledyne FLIR’s sites are driven to provide customer satisfaction through innovative solutions, leading-edge
products, and compliance to standards. This policy will be achieved and maintained through:

 Continual Development and Improvement of our Products, Processes, and Services

 Maintaining and Improving the Quality Management System
 Active and Responsive Management

Our goal is to ensure that you are satisfied with your purchase.

Sincerely,

Steven Read
Steven Read,

Senior Service Manager

Steven Read, +1 (865) 963-2980, steven.read@teledyneflir.com