How do I send a faulty product to service?
First open a support request with a fault description and photographs. In situations that cannot be resolved remotely, service shipping instructions and the shipping address are sent to you by e-mail. Do not send the product without receiving instructions; packages that cannot be matched cause the process to drag on. No charge is demanded for labour and parts in operations under warranty.
The service flow proceeds in this order:
- Notification: open a support request with the product model, the serial number if any, the order number and the fault description. Attach a photograph or a short video of the fault.
- Preliminary assessment: a significant proportion of faults originate from wiring, supply or parameters and are resolved remotely. This step prevents unnecessary shipping and waiting time.
- Shipment: if service is required, the shipping address and instructions are sent to you. Send the product in protective packaging, with a note in the box describing the fault and your contact details.
- Processing and return: when the repair is completed the product is sent back to you; keep the goods-in/goods-out document.
In repairs under warranty, no charge may be demanded for labour, the cost of replaced parts or under any other name. Operations outside the scope are chargeable and the amount is notified to you first. The maximum repair time is twenty working days, and the time spent in this period is added to the warranty.
Use the contact page to start the process.