To help us process your return / repair as quickly as possible, please follow these instructions carefully.

  1. Pack the product in its original box. Then place the box in separate outer packaging to protect the product from damage during shipment. If you are returning NEW PRODUCT for refund or exchange, you must include the original box with the product. Both product and original box must be returned UNUSED, CLEAN and UNDAMAGED, otherwise we cannot give you full credit.
  2. Include a copy of your completed “RMA Request Form” with your RMA# in the upper right corner of the page.
  3. Print your RMA number prominently on the outer packaging. Without an RMA#, the shipment may be rejected and returned to you without processing.
  4. Ship the product pre-paid to the address below. We recommend using a shipping method that provides tracking or proof of delivery.

Ship To Name (Consignee) Name: SecuGen Corporation
Address: 2445 Augustine Drive, Suite 150
City, State, Postal Code, Country: Santa Clara, CA 95054, USA
Contact Name: M.S. Lee
Telephone: (408) 727-7787


IMPORTANT: If you are shipping from outside of the US, you must include documentation with the following information:

The value of the product is US$1.00/each
The purpose of shipment is “For Return and Repair”
The HS number for the product is 8471.90.0000


If you have questions about the status of your return, contact us by email at
When writing to us, please include your RMA# in the subject line. We appreciate your cooperation.