Support and customer service

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Our technical support and hardware after-sales teams are available for further information:

  • Phone : +33 (0)4 42 37 17 07
  • Mail :


If you need to return hardware products to TIL TECHNOLOGIES, whether new or needing to be repaired, please follow the procedures below:

Procedure for returning installed equipment for repair (Hardware after-sales service):

In the event of a malfunction noted on an equipment supplied by TIL TECHNOLOGIES, before any return, a call to our customer service department is necessary for a diagnosis (+33 (0)4 42 37 17 07).

Here is the complete procedure:

  • 1. After agreement, the customer service will give you an RMA return number you will have to write on the package and on the form (available by clicking here).
  • 2. Please return your package with a copy of the form, writing clearly the RMA number on the package.
  • 3. No package will be processed without this RMA number. Please also have your RMA number available for future correspondence.
  • 4. Once the package is received, a technical analysis will validate the condition of the equipment and the cause of the malfunction. There are then 3 possible cases :
  • 5-a. If the equipment is under warranty and the malfunction is covered by the warranty, the equipment will either be repaired or exchanged, at the choice of TIL TECHNOLOGIES.
  • 5-b. If the equipment is out of warranty or if the failure is not covered by the warranty, a repair or replacement estimate will be established and sent to the customer for acceptance.
  • - In case of refusal, the equipment will be returned to the customer.
    - In case of no response within 3 months, the equipment will be destroyed.
  • 5-c. If the equipment proves to be functional, the technical analysis will be invoiced 50 € ex VAT.

Authorisation request for returning new product to get a credit note:

In the event of an order error, the products can be returned to us within 3 months after the invoice date.
The equipment, any accessories and the original packaging must be complete and in mint condition.
Either way, a handling fee of 50 € will be applied and an additional discount for third party or specific products (of a minimum of 20%).
Before any return, you must return a form to obtain an RMA number.

Translated with (free version)

The full procedure:

  • 1. Please download the return form by clicking here, fill it in and send it to the email address indicated.
  • 2. You will be notified of the authorization to return the equipment by returning this form dated and signed by TIL, mentioning the RMA number.
  • 3. Please return your package with a duplicate of the form, clearly marking the RMA number on the package.
  • 4. No package will be processed without an RMA number. Please also have your RMA number ready for future correspondence.
  • 5. Once the package is received, a visual inspection and technical analysis will validate the status of the return. There are four possible cases: 6-a. If all items are confirmed as new, a full credit note will be issued (with deduction of processing fees).
  • 6-b. b. If the material has been damaged, no credit note will be issued.
  • 6-c. If the TIL material is incomplete or the packaging is damaged, an additional 20% discount will be added to the processing fee.
  • 6-d. If non-TIL branded equipment has already been installed, requires reconditioning or reprogramming, no credit note will be issued.


Les engagements TIL TECHNOLOGIES

TIL wants to achieve economic performance in respecting the environment and social equity.

High Security ANSSI

Quality approach

With the Certification First Level of Security TIL guarantees the high security of its products and its solution MICROSESAME.


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French leader in physical access security of professional site, VITAPROTECH GROUP has 300 employees divided on 8 companies over the world.



Download the after-sales service forms

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