How do you handle my returned product ?

You have decided to return an item for warranty service or withdrawal.

Return under warranty or standard withdrawal

After you have returned your package, it will be received and then forwarded to our Returns Department within 48 to 72 hours. Please note that this time frame depends on the processing flow of the Returns Department, and you will be automatically notified of the package’s arrival by email. Any return made without prior authorization and a return number, or without providing all necessary information regarding your contact details and order, as well as any return containing a damaged product or an item different from the one specified in your case, will not be accepted by our services and will not be eligible for reimbursement of shipping costs.

This type of case will be processed within approximately 10 business days, taking into account that cases are handled in the order they arrive and not based on how easy they are to process. You may be contacted by the Returns Department by email during the processing of your case if the returned item is no longer available in our stock and if restocking is not expected soon. The email will invite you to consult the website to choose a replacement item within the price limit of the one returned to us. An email will be sent to you at the closure of the case to inform you of the outcome.

Processing requiring testing

The processing for testing your equipment is similar to standard processing. However, this procedure requires more time as we need to conduct tests to verify the actual malfunction of the product or configuration returned. Thus, the item(s) undergo an initial test. If the malfunction is confirmed, our Testing Service orders a replacement component from our central stock for your case. This replacement item is then ‘delivered’ to the service for post-exchange testing and, ultimately, the case is closed with the shipment of the exchanged product. The processing of a complete configuration may take longer, as our Testing Service needs to conduct cross-tests on various components that could be causing the issue. Some withdrawal cases may also go through this service if our Technical Support deems it useful to perform a simple test on the product before processing the return. This type of case will be processed within approximately 15 business days.

Processing requiring return to the supplier/manufacturer

In the case of a warranty return for a newly purchased product that is still available in our stock and recently received, we prefer to exchange it for an identical new item. When the product is no longer available and/or the time elapsed since delivery is longer, we may need to forward your product to the manufacturer or supplier for handling.

Upon arrival of the product in this service, and just as you did with our Technical Support, we must request return authorization from the manufacturer. No item can be sent to them without first justifying the need for warranty return. Once authorized, the item is prepared and shipped to the manufacturer for processing. This type of case may require 3 to 5 weeks for processing by the manufacturer or their representative. Unfortunately, as this time frame is beyond our control, we cannot shorten the processing time.

Coverage of return shipping costs

As part of the warranty, we offer all our customers residing in mainland France and Belgium a prepaid return label, allowing them to return common products free of charge (items weighing less than 30 kilograms that can be handled by La Poste or Relais Colis network). If a prepaid transport label is not provided, the return shipping costs within the first two months after receipt will be compensated by issuing a voucher. This voucher is calculated based on the standard rate for pre-paid return shipping (Colissimo for France, Kilopost UE for Belgium). The voucher is valid for 3 months from the date of issue.