Please shipped only the camera/encoder/decoder module. If any accessories are shipped, distributor will have to bear the cost of shipment of the replacement unit and the accessories.
If the unit is fixed via firmware re-flash and hardware reset to factory default, Axis will charge the shipment cost from Axis to your premise to you.
If the cause of the fault found is not covered under Axis Limited warranty, replacement unit will not be sent out and users will be offered other options available (e.g. repair, exchange for a refurbish unit with a fee).
If the end user need a fault analysis, please explicitly request for it as Axis do not provide this service by default.
As a gentle reminder, please provide adequate surge protection to Axis products, as damages due to surge has been a common cause in Axis products failure. Damages cause by surge is not covered under Axis Limited Warranty.
Link on how to obtain your Standard/D.O.A/Repair RMA packslip : https://docs.google.com/file/d/0B213dfuEPVJMMFV3VjFZY3BqVEU/edit?usp=sharing
Thanks & Best regards,
Johan
Axis Customer Services