We are happy to offer an exchange or credit note when a product is defect. We offer exchanges for unused items returned in their original condition and packaging, with the RMA form fully filled in. Please inform us within 24 hours if an item you received is damaged or is otherwise incomplete. Items that are returned as faulty and are showing signs of damage which are not the result of a manufacturing fault, will not be accepted. This includes accidental, malicious or wearer related damages. In addition, customized products or special orders can not be returned or exchanged. Credit notes and exchanges will only be given on items returned within 14 days of receipt of the order. Be aware that all responsible return costs are at your own expense.
Defective products purchased at Aspectra can be returned for repair or replacement (under warranty*) by filling in the Tech Support form on our website https://www.aspectra.nl/service
Repair Policy
Hourly Rate and Basic Diagnostic Fee:
The hourly rate for all repairs will be set at Euro 125,00 per hour. This same rate will also apply to the basic diagnostic fee, which will be charged at a flat rate of Euro 125,00
Threshold Amounts:
For repairs falling below the specified threshold amounts, an automatic no quotation policy will be followed. The repair will proceed without the need for a separate quotation. The threshold amounts for various products are as follows:
• All Small TVLogic Monitors (F series, 5, 7, and 10 inches): Euro 250,00
• All TVLogic LVM Monitors: Euro 250,00
• All TVLogic LUM Monitors: Euro 500,00
• All TVLogic LEM Monitors: Euro 500,00
• All TVLogic XVM Monitors: Euro 500,00
• All TVLogic LXM Monitors: Euro 500,00
• All Camgear Products: Euro 250,00
• All AVtec Products: Euro 150,00
• All Tristar Products: Euro 150,00
Quotation Process for Repairs Exceeding Threshold Amounts:
For repairs that exceed the specified threshold amounts, a quotation will be provided to the customer before any repair work is undertaken. The quotation will outline the estimated cost of the repair, including parts and labor. The customer will have the option to either proceed with the repair based on the provided quotation or decline the repair. In the latter case, the Euro 125,00 diagnostic fee will be charged.
Approval for Repairs:
Upon receiving the quotation for repairs exceeding the threshold amounts, the customer will be required to provide explicit approval before the repair work can begin. This approval should be given through written communication.
Warranty on Repairs:
All repairs performed by our technicians will be covered by a standard warranty period of 3 months from the completion date of the repair. This warranty will cover the parts and labor used in the repair. However, please note that this warranty will not apply in cases where the product has been subjected to misuse, negligence, or any unauthorized tampering.
Customer Responsibility:
Customers are responsible for ensuring the safety and security of their data and settings before submitting their product for repair. The repair facility will not be held liable for any loss of data, settings, or personal information during the repair process.
Unclaimed Products:
Any product left unclaimed by the customer for a period exceeding 3 months from the completion date of the repair will be considered abandoned. Aspectra reserves the right to dispose of the unclaimed product as deemed appropriate, without any further liability to the customer.
Modification of Repair Policy:
This Repair Policy may be subject to modification or updates as deemed necessary by the repair facility. Any changes to the policy will be communicated to customers through appropriate channels.
*By submitting a product for repair, the customer acknowledges and agrees to comply with the terms and conditions outlined in this Repair Policy.
Restocking Policy
We have established this restocking policy to ensure that returns are handled in an efficient and fair manner.
RMA (Return Merchandise Authorization)
We require that all customers obtain an RMA number before returning any equipment. To obtain an RMA number, customers should fill-out the RMA form on Aspectra’s website https://www.aspectra.nl/service and contact our customer service department by phone or email. We will assist in issuing an RMA number and providing instructions for returning the equipment.
Please note that any equipment returned without an RMA number will not be accepted, and we will not be responsible for any loss or damage incurred during the return process.
Restocking Timeframe:
We allow returns for restocking within one month from the date of purchase unless otherwise agreed upfront. After one month, we will not accept any returns for restocking.
Eligibility:
Only equipment that is in new and unused condition is eligible for restocking. Equipment that is EOL (End of Life) or a "last time buy" is not eligible for restocking.
Restocking Fees:
- Minimum fee €75,- per item
- 5% of the MSRP (Manufacturer's Suggested Retail Price) for equipment that is undamaged and returned in the original box (in pristine condition) within the one-month timeframe
- 10% of the MSRP if the box is damaged (severe tape, tearing and or dents)
Return Shipping:
Customers are responsible for shipping the equipment for restocking back to us on DDP basis. We recommend that customers use a carrier that provides tracking information and insurance for the equipment being shipped.
Refunds:
Refunds for restocked equipment will be issued within 30 days of receiving the equipment at our facility.
Exclusions:
This policy only applies to standard returns for restocking. If a customer needs to return equipment due to a defect or other issue, our standard warranty and return policy will apply. We reserve the right to refuse any returns that do not meet the criteria outlined in this policy.
