Our service agreement
What to do first?
In case you notice a problem with your device, we advise you to take a look at our website first in order to gain more information about your product and possibly find a solution yourself. With the reference code that can be found on the packaging or in the user manual you can retrieve information concerning your product on our website. Go to search product and enter the reference code. Here you will find information such as specifications, features, manuals, firmware updates... If you do not find a solution, you can click on to the support page > online support. An answer to solve your problem may be found in the “frequently asked questions” (FAQ). Here you also have the option to submit your problem to one of our assistants.
Send your malfunctioning device back to the Velleman® distributor where you purchased the device or return it yourself to on of our sales outlets. Add a copy of the certificate of purchase, as well as a note containing the reference code and the complaint. Also clearly mention your personal data. Make sure that you only deliver the original device to us stripped from all liquids e.g. oil, smoke liquid… Preferably use the original packaging or make sure it is wrapped up in such a way that it can not get damaged during transport. It is your responsibility to make sure we receive the device in good condition. Velleman® nor the transportation company is liable for any damage to the unit due to careless packing.
What can you expect?
To ensure a good service your device will be checked within 2 weeks after reception. We do our utmost to repair the device in the shortest possible time. The repair time however depends on certain external factors such as end-of-year rush, delivery time for certain spare parts (especially when ordered overseas)… In case repair cost exceeds 30% of the value of a new device you will be informed beforehand. More information on our warranty can be found on Support > Warranty, Warranty for kits.