Repairs & Returns - RMA

Repairs & Returns - RMA

Duranmatic has its own Service & Support department. You can contact us with your technical questions, and when a product bought with Duranmatic, or one of our distributors, is defective. All of our suppliers have their own warranty period and conditions under which any defects will be repaired  free of charge.

The warranty period starts at the moment of delivery (invoice date). Outside this warranty period we will also repair your unit fast, professional and at minimum cost to you.


In order to process a Repair or Return order as smoothly and efficiently as possible, we kindly ask you to follow the RMA procedure.

In the case of a repair order you will receive a confirmation email within one business day with a Service Order (Soxx-yyyy)

In the case of a return order your request is first reviewed by the Sales department which will respond to you within two business days. We will only accept a product to be returned in new condition and complete in its original packaging. If it is agreed upon you will receive a Return Sales Order (VROxx-yyyy)

You should print the return order or service order and add to the item you want to send. You send the article to Robijn 730 in Dordrecht attention to the Service Department. You could also use the enclosed address label for that purpase. When the article is not returned to us within two weeks we remove the RMA request.

Repair handling within warranty period
Our suppliers have their own warranty period and conditions under which any defects free of charge will be repaired by us. If the inspection reveals that the product is not defective, and the product functions according to the manufacturer's specifications, research costs and transport costs are invoiced.

Repair out of warranty handling
For repairs outside the warranty period we will make you a quote when you ask forr that on the web-form. When a product has defects caused by misuse or because it is exposed to conditions for which the product is not suitable (for example, dameges because of dropping the unit or caused by moisture), you will receive a quotation. If you does not agree upon to the quotation, examination fee will be charged when we should return the product to you. When you allow us to destroy the unit we will charge no fee.

Defective, immediately after delivery (DOA)
We assume that you check the product immediately after delivery for completeness and functionallity. When a product is incomplete or defective, you need to notify us within a week so that we can complete then unit or exchange it. If this is reported to us after a week, this will be treated as a repair.

How do you send the article?

  • Please contact the Service & Support department and ask for a login to the Duranmatic Portal. You can mail your request for the portal login to [email protected] or call 078-6531864.
  • You will receive a confirmation when your RMA has been processed in our system.
  • Send the article bearing the printed service order or return in order to Service and Support department of Duranmatic. Address: Robijn 730 3316KE Dordrecht. You could also print the address label for this.
  • You will receive a confirmation by email when your repair has arrived at Duranmatic. 
  • In case of a return order, you will receive a credit note when the item is checked.
  • It is very important that all the relevant documents and components, such as, for example, the power supply or the remote control, have been added in the retourn shipment.
  • Products can only be returned at the risk of the applicant and must always be properly packaged in its original packaging which is put in a sturdy carton with proper filling material. Duranmatic is in no way responsible and liable for damage and / or loss during transport to Duranmatic. We will not accept damaged boxes of the carrier.
  • It may be necessary to reset the product or to initialize the unit for a good repair. You will therefore need to take care of backing up your data before you send the unit over to us.
  • Repairs and Returns are always based on carry-in. The cost of shipping to Duranmatic are therefore charged to the applicant. The transportation costs for shipping to you are at cost for Duranmatic.


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