In accordance with our general delivery conditions, the customer must return or report the defective item to us immediately after the occurrence of a fault.
We require a detailed written description of the fault, including the relevant operating conditions under which the fault occurred, together with the return consignment.
The freight/postage costs for the return of the repair are always borne by the customer, irrespective of the scenarios listed below.
1. DOA (Dead On Arrival)
This notification must be made within 2 weeks after receipt of the delivery!
The defective device must be returned to us in any case. An advance replacement is excluded!
Repair costs: all costs for repair and/or replacement will be borne by Solpakutec.
Freight/postage costs for return repair/replacement: are to be borne by Solpakutec.
2. RMA / NCR within the warranty period
Warranty: 12 months after delivery to the customer and compliance with our General Terms and Conditions.
Repair costs are to be borne by Solpakutec.
Freight/postage costs for the return repair/replacement are to be borne by Solpakutec.
After receipt of the RMA, Solpakutec or its partners will carry out the necessary tests and analyses of the described fault mechanism, insofar as this is possible. If a repair is possible at our premises, we will carry it out immediately and then carry out an endurance test and, for IPC products, a burn-in.
If an in-house repair is not possible, we will return the defective item(s) to our supplier to determine the exact cause of the fault and to have the repair carried out or, if necessary, to obtain a replacement.
3. RMA / NCR after expiry of the warranty period
After receipt of the RMA, Solpakutec will carry out the necessary tests and analyses on the described fault mechanism, as far as this is possible. If a repair is possible with us or with our supplier, we will submit a cost proposal to the customer.
If the customer agrees to this, we will carry out the repair immediately and carry out an endurance test as well as a burn-in for IPC products.
Once the repair has been completed, we will return the unit to the customer in accordance with his instructions and issue an invoice for our services (material and labour).
Freight/postage costs for the return repair will be charged to the customer.
If the customer does not accept our cost estimate, he will inform us how to proceed with the RMA.
In this case, we take the liberty of charging a fee of EURO 150.00 for the expenses incurred by us.
4. No fault found
Applies to all cases such as DOA, RMA in warranty & RMA out of warranty
If we cannot find a fault when checking the RMA, we will contact the customer immediately. This is with the aim of finding out more about his described error mechanism.
If we are unable to find an error despite this consultation, we will return the device to the customer at the customer’s expense.
In this case, we take the liberty of charging a fee of EURO 150 for the expenses incurred by us.