RETURNING FAULTY GOODS
The product warranty applies within Xpatit premises. In case any shipping cost from and towards the company occurs, this is entirely borne by the customer.
Attention! In case of shipping indicating that the costs are incurred by the recipient (shipping costs charging XPATIT), such option must be selected in the electronic RMA form, otherwise the package will be rejected.
• All products must be sent in their original packaging in order to avoid any damage during shipment. (If there is no original packaging, any packaging prepared by the customer should be carefully made in order to protect the product during shipment).
• Products must be sent with all the accessories required for their proper operation:
* Power supplies
* Antennas (if available)
* Remote Control (if available)
* Caps (with possible s/n) (of course the s/n written on the cap should match that of the device)
If any of the above and/or any other accessory is deemed necessary and is not included in the package delivered to our company, the technical inspection will not proceed, until our technical department receives all necessary accessories. Please, use as reference the Quick Start Guide and Datasheet of the device to package all the necessary contents.
• The electronic submission of the RMA form is required as the products will not be inspected until the relevant damage report is sent.
• Products that have been purchased with an invoice should enter our company accompanied by the relevant document (Dispatch Note). In case a customer cannot issue a relevant document while having purchased the product with an invoice, only then the product may be shipped upon consultation with any of the representatives of our company. In case the above process lasts more than 10 days without being completed due to the customer's fault, the package will be returned without inspection to the customer and any shipping costs will be incurred by them.
• The duration of product technical inspection typically lasts from 24 to 72 hours. Depending on the work load of the technical department and the time required for the full inspection of the product (type of malfunction, etc.) the technical inspection may last longer.
• It is the customer’s sole responsibility to keep - if they wish- a data backup for their device, as the company assumes no responsibility for any possible data loss during the device inspection.
• The necessary technical inspections are made in a laboratory environment based on the official technical instructions for checking the defective devices provided for by the respective manufacturer.
• All products available for sale on the Xpatit e-shop are covered by a performance warranty of which the duration and terms of validity are both equal to those specified by the manufacturer.
• Products that have suffered Physical Damage or Overvoltage, or lack of S/N data sticker, are not covered by a warranty as due to these reasons this is canceled.
These products cannot be returned even if they are defective, as due to misuse by the user, their warranty has been canceled. The responsibility for any physical damage or any other damage suffered by the product when shipped to our company for technical inspection, due to its incomplete or careless packaging, rests exclusively with the customer.
 In case a product has been returned as defective, but upon technical inspection it is found that it works properly, the customer shall pay a technical inspection cost, that is €15 VAT Incl. per device and incident. The warranty covers the Hardware and not the Software of a device, as specified by the respective manufacturer. |
• If after the completion of the RMA process the customer refuses to cooperate with the Service department of our company or refuses to receive the product(s) that they sent for technical inspection for a period longer than 15 days from the date of completion, our company will issue a credit note for the product with a reduced value compared to the original purchase price in an amount based on the damages and the “age" of the product as well as its general condition. Then a service provision invoice will be issued for the technical inspection. Finally, if after the above, a financial difference arises, that is an amount to be returned to the customer, if the customer does not state a bank account for the credit of this amount, the balance will remain registered in their sheet until claimed.
• For those of you who are certain that the product you have purchased is defective and wish to immediately replace it with a new one, our company pioneers once again establishing the FAST RMA RESOLVE AND REFUND service. In this way and although our RMA department has one of the fastest services in Greece, you can serve your RMA needs even faster.
Below you can find more details regarding the service:
You purchase a new device identical to the defective one. Afterwards, you send the device that you consider to be defective to our company for inspection by our technical department. The process is similar to the standard RMA process mentioned above, except that instead of the simple RMA form you submit a FAST RMA RESOLVE AND REFUND form.
After the technical inspection by our technical department:
• In case the device you sent is proved to be defective, we issue a credit note for the device and we instantly credit the credited amount to the bank account you stated in the form.
• However, in case the device is not proved to be defective, or it is out of warranty or it shows physical damage, we will return you the device you sent us as defective without any credit.
The submission of the RMA form is made electronically by clicking the RMA button:
