360 Camera Management

Every 360 Edition subscription includes

Terms and Conditions document 

to use as a reference for any basic camera management workflows. It explains contains of the package provided, camera ownership terms, warranty coverage, maintenance responsibilities, delivery details, customer responsibilities, replacement conditions and responsibilities at the subscription finish.

This article is focused on the detailed processes for camera replacement and camera return upon a subscription end.

For any clarifications regarding camera management please don't hesitate to contact Cintoo Support support@cintoo.com.

TABLE OF CONTENTS

• How to Request a Camera Replacement
• Camera Return at Subscription End
  • Return Packaging
• Frequently Asked Questions
• Need Help?

How to Request a Camera Replacement

Step 1: Contact Cintoo Support

• Email: support@cintoo.com
• Subject: "360 Edition Camera Replacement Request"
• Include:
  • Description of the issue
  • Photos of any visible damage (if applicable)

Step 2: Support validation

• Cintoo Support will assess your request
• You may be asked to perform troubleshooting steps
• Support assesses the case and requests warranty eligibility from Ricoh

Step 3: Approval and coordination

• If approved, shipping address information is requested
• Replacement camera is sent to you
  
• Ricoh handles the camera shipment
• You will receive tracking information from Cintoo Support

Note: processing time varies between 3-5 business days after Ricoh side validation.

Step 4: Receive replacement camera & return defective camera

• New camera arrives with a unique ID
• New camera would be linked to your Cintoo subscription by Cintoo personnel
• Return the defective camera using provided instructions with all original box contents, including cables within 5 business days after validation of replacement order

Warning: if camera is not returned within 8 business days following the receipt of the return shipping label provided Ricoh, a flat fee of 480 USD (excluding VAT) is charged.

Camera Return at Subscription End

When your 360 Edition subscription ends:

1. You will receive a return notification from Cintoo Support
2. Cintoo provides return shipping instructions and labels
3. You must return the camera and all accessories within 8 days after receiving a return shipping label
4. Failure to return equipment would result in additional charges
   Warning: if camera is not returned within 8 business days following the end of the subscription, a flat fee of 480 USD (excluding VAT) is charged.

Return Packaging

If you need to return a camera for exchange or at subscription end:

• Retain the original packaging
• Include all original box contents, including cables
• Cintoo Support will provide shipping instructions and labels

Frequently Asked Questions

Q: Can I purchase a camera instead of renting?
A: No. 360 Edition subscription operates on a rental model only. This ensures proper integration, support, and firmware management.

Q: What happens if my camera is stolen?
A: Theft is not covered by warranty. You will be liable for the replacement cost. Contact support@cintoo.com immediately if theft occurs.

Q: Who do I contact for technical camera issues?
A: Always contact Cintoo Support first (support@cintoo.com).

Q: What if I damage an accessory (monopod, lens protector, etc.)?
A: Contact Cintoo Support. Replacement accessories may be provided or purchased depending on the situation.

Need Help?

Technical issues, replacement requests, camera management questions: support@cintoo.com