CUSTOMER SERVICE and RETURNS

Detailed procedure for the warranty returns of Products

• Our Customer Service Department will take care about all your post-sales requests pertaining to:
  • Standard Warranty (Reimbursement)
  • Advanced Warranty (Replacement)
  • Return for Convenience (if eligible for your profile)
• Any commercial escalation will be treated with care and due diligence under an SLA of 48h for the first answer.
  • If you need to send us any enquiry or have questions, prior to request a Return, you can reach us with the contact form.
  • Our Customer Service representative will advise the best way for resolving your claim.
    • This can be made throughout a commercial resolution (like special discount).
  • To claim for a Return, you will follow this procedure:
    • Connect to your personal account.
    • Select "My Returns"
    • Select "Create New Return"

• Select the Order which requires a Return and click "Next"

• Select the Request Type
• Each Request type have a different treatment.
• Make sure you select the one applicable for the situation.
• Select the Product(s) eligible for Return
• For each, provide:
• Justification
• A note (if applicable)
• Condition of the manufacturer Seal (if applicable)
• Condition of usage
• Exceptions (if applicable)
• Provide a detailed message which will be seen by the Return Qualifying agent at the time of reception.
• Provide any photo or document useful for the instruction of the case by our Customer Service department.
• When completed, click on "Submit Request"

• After Submission, an RMA Number will be assigned, and you will receive an email.
• The RMA request ticket will also contain a Chat function to interact with our Customer Service department.

• Our Customer Service Department will instruct the RMA ticket in 24h (Working days).
• The RMA request can be either:
• Approved
• Requiring more details
• Rejected
• If the RMA is approved in principles, the Return is authorized.
• A Return Label will be provided by our Customer Service department for "Standard Warranty" and "Advanced Quality Warranty" RMA's
• The Return is at customer's expense on "Return for Convenience" RMA's
• The Client must confirm the return of the RMA on the User's panel when it is shipped out.
• At Reception, our Return Department will confirm or reject the RMA.
• If this is approved, the selected resolution means will be activated.
• If this is rejected, the product will be returned to the customer.