RMA: Returns and Complaints

General information

We’re sorry that you’re not completely satisfied with your product or that it has a defect. To ensure that your return is handled quickly and smoothly, please note the following:

1. Prior notification
   Faulty or defective products within the warranty period must be reported to us in writing before being returned.
2. Nameplate and Serial Number
   To process a return, we need the device serial number shown on the nameplate. If the nameplate has been removed, altered or is illegible, the warranty claim is no longer valid.
3. If the defect was not caused by us, is not covered by warranty or the product is outside the warranty period, we reserve the right to charge you for any costs incurred for inspection, repair and return shipping.
4. Without prior approval
   Returns sent without prior written approval may be returned without inspection at your expense.
5. Notification period and shipping issues
   Please notify us immediately of any visible defects, incomplete deliveries or incorrect deliveries, but no later than 7 days after receipt of the goods. Otherwise, the delivery will be deemed accepted.
6. Custom-made products
   Custom-made products cannot be returned unless they are covered by warranty.
   

Return procedure

1. Request an RMA number
   Please contact us to obtain an RMA number (return authorisation). This will allow us to process your request quickly.
2. Include a description of the fault
   Every return must include a detailed description of the fault. We can only process your return promptly if sufficient information is provided. If the required documentation is missing, we reserve the right to return the shipment to you unprocessed at your expense.
3. Pack and ship the product
   Please pack the product securely to prevent further damage during transport. Make sure the package has sufficient postage. Packages with insufficient postage or sent freight collect may be refused.
4. Inspection and processing
   Once we receive your return, we will inspect the product and inform you of the next steps (repair, replacement or credit, where applicable). If no technical or mechanical fault can be found in the returned product, or if the issue is not covered by warranty, we reserve the right to charge an inspection fee.

Thank you for your cooperation!

We want to make sure your request is resolved as quickly as possible. If you have any further questions, our team will be happy to help.