Hardware Replacement Process

This process is how you may apply for hardware replacement.

Step 1: Send proof of purchase to help@docusketch.com to verify warranty.

If the invoice or proof of purchase isn't available:

• If purchased from DocuSketch → Reach out to help@docusketch.com 
• If purchased from Insta360 → Check your email or Insta360 order history.
• If purchased from a Retailer (Amazon, Best Buy, etc.) → Check your email or online order history. If unavailable, contact the retailer.

If the invoice cannot be retrieved, the customer may not be eligible for warranty repair.

Step 2: Submit required Information for Repair Submission
The customer will need to provide:

• Region → Select Canada/US (or the appropriate region).
•  Serial Number (SN) → Required for processing.
• Camera Issue Details → Include a clear photo of the damage.
• Proof of Purchase Invoice (PDF) → Must be uploaded.

Step 3: Direct the Customer to the Repair Request Portal
Customers must submit their repair requests through Insta360’s official portal:
They may need to create an Insta360 account to access the form.

 Insta360 Repair Request


Step 4: Additional Steps for U.S. & Other Regions

• Provide the repair pricing screenshot for cost reference. (Ask Jess)
• Forward the customer's SN & email to the hardware team if needed. (In ds_hardware_replacements)
• Assist with retrieving the Proof of Purchase invoice if applicable.

Step 5: Camera Replacement Option
The process is the same for all customers. The only difference between the U.S. and Canada is the replacement purchase option:

• U.S. Customers → Offer the $350 DS1 camera-only purchase link.
• Canadian Customers → Send the Canada ordering form link and confirm with Kim Dickson if a discount for the camera-only option can be offered.