Repairs & Returns - RMA

Repairs & Returns - RMA

Repairs:

Duranmatic has its own Service & Support department. You can contact us here with your technical questions, but also if a product that you have purchased from us, or one of our distributors, has become defective. Our suppliers have their own warranty period and conditions within which any defects will be rectified by us free of charge.

The warranty period starts at the time of delivery (invoice date). Even outside the warranty period, we will carry out a repair for you quickly, professionally and at a minimum cost.

RMA Procedure for repairs

  • The handling of the RMA procedure is done entirely via your own customer portal via customer.duranmatic.nl
  • Request a login for the Duranmatic Portal by emailing [email protected] .
  • Products can only be returned at the risk of the applicant and must always be properly packed for transport in a sturdy outer box. Duranmatic is in no way responsible and liable for damage and/or loss during transport to Duranmatic. We will not accept damaged boxes from the carrier.
  • It may be necessary to reset or initialize the product for proper repair. You should therefore take care of a backup of your data yourself.
  • Repairs are always on a carry-in basis. The costs for shipping to Duranmatic will therefore be borne by the applicant. The transportation costs for shipping to you are for Duranmatic costs.


Repair handling within warranty
Our suppliers have their own warranty period and conditions within which any defects will be rectified by us free of charge. If during inspection it appears that the product does not show any defects and the product functions according to the manufacturer's specifications, investigation costs and any transport costs will be charged.

Repair handling outside warranty
For repairs outside the warranty period, a quote will be made if you check this on the web form. If a product shows defects caused by misuse or because it has been exposed to circumstances for which the product is not suitable (for example, fall or moisture damage), you will also receive a quote. If you do not agree to the quote, research costs will be charged when we have to return the product to you. We will not charge any costs for destruction.

Defect, immediately after delivery (DOA)
We assume that you check a product for completeness and functioning immediately after delivery. If a product is not complete or shows defects, you must report this to us within a week so that we can complete or exchange it. If this is reported to us later, this will be treated as a repair.

Returns:

By returns we mean items that have been sold and are not defective but that you want to return. This is only possible after approval of the sale. You can request a return via [email protected]. This does not go through the customer portal.

  • Products can only be returned at the risk of the applicant and must always be properly packed for transport, in the original undamaged and complete packaging, in a sturdy outer box. Duranmatic is in no way responsible and liable for damage and/or loss during transport to Duranmatic. We will not accept damaged boxes from the carrier.
  • Returns are always on a carry-in basis. The costs for shipping to Duranmatic will therefore be borne by the applicant.
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