RMA – RETURN AND REPAIR POLICY
There is always a possibility that, despite the most rigorous checks and tests, malfunction may occur within or outside of the warranty period. In addition, in spite of all precautionary measures taken by the dispatch and sales department, an article may not be delivered in accordance with your order. For Alphatronics to provide a quicker and better service in this situation, we have a return and repair policy in place. For you as a customer, this means the following: all returns will be assigned an RMA number by Alphatronics once the RMA form has been completed and returned. RMA forms can be requested via email, fax or over the phone. An RMA request can also be completed on the Alphatronics website.
The following details must be included in the request:
- Article number and description of the relevant product
- Enter the invoice number under ‘Incorrect order’ or ‘Excess order’.
Enter the serial number or manufacturing date under ‘other options’.
- Clear description of the complaint
RMA request forms that are not completed fully will not be processed!
In the event of a defect of Alphatronics assemblies or products, only the print or part should be returned.
Once the above mentioned information has been received, Alphatronics will respond within 3 working days by providing an RMA number. The article can then be returned fully prepaid to Alphatronics, referencing the RMA number on the parcel and on the included dispatch list. Unpaid or insufficiently prepaid parcels will be refused. Prior to sending, the buyer must wrap the product in its original packaging to avoid any further damage during transit. If no RMA number can be assigned, we will contact you via email or phone.
In the event that the reason for return is ‘Incorrect order’ or ‘Excess order’, the RMA request must be received within 14 days of delivery (subject to our sales and delivery terms & conditions). In this case, a maximum of 75% will be credited.
Process with regard to repairs
If a product malfunctions within 3 months of delivery, it will be replaced free of charge with a new product (print). If a product malfunctions between 3 months and 2 years after delivery, an exchange product or print will be delivered free of charge. If a malfunctioning product is returned after the warranty period (2 years), the client will receive a quotation within 2 weeks of returning the product detailing the cost of repair or a replacement product.
The warranty period of all Alphatronics products (material and manufacturing errors) is 2 years, in accordance with the European Guidelines and calculated from the date of purchase. All repairs and/or to be returned goods must be assigned an RMA number. The warranty includes labour and material costs for the repair by the manufacturer (Alphatronics).
Should the product malfunction have been caused by force majeure or incorrect use by the customer, the cost of a new product or print will be charged to the customer.
Excluded from the warranty:
The Alphatronics warranty only covers manufacturing defects. Periodic maintenance and replacement of consumables that are subject to normal wear and tear (batteries, possibly supplied software, printer heads, fuses, paper, lamps etc.) are excluded from the warranty.
Product problems as a result of an upgrade or installation of accessories by the customer or third party.
Alphatronics’ liability is limited to the repair and/or replacement costs of the product.under warranty.
The warranty (2 year standard warranty) will be null and void if the product has been opened, modifications have been made, physical damage has occurred to the product or if the product was used for a purpose other than that which it was originally intended for. This is also the case in the event of lack of care or maintenance and damages or accidents due to force majeure.
Alphatronics opening times: Mon – Fri: 8:30 AM to 12:30 PM and 1:00 PM to 5:00 PM
Tel: +32 9 340 54 70