Warranty & Returns - RMA

You have ordered an incorrect item, received the wrong item or a defective product? Unfortunately, despite all precautions taken to deliver your order conformably, this can sometimes happen. Again, we want to be at your service to resolve this for you.

To serve you faster and better in situations like this, Velleman Group nv has a return and warranty/repair policy.

Now quickly and easily arrange your returns yourself via our RMA application on the customer portal.

When registering an RMA application, you agree to our RMA terms and conditions. Velleman Group nv always strives to provide you with the best possible service.

For further questions about warranties or RMAs, please contact our Customer Care department : customercare@velleman.eu or +32 (0)9 384 36 11.

Procedure and conditions

• As a customer/customer, you are responsible for registering the return request; the request must be fully completed.
• After receiving your request, our colleagues will check it and assess whether it is necessary to return the product to us.
• As soon as your request has been assessed and processed, it will be visible in your pending RMAs in the customer portal. You will receive a confirmation e-mail with return instructions.
• Returns will only be taken back after notification on the website via the RMA procedure.
• Unregistered and approved returns - without an RMA number - will result in a refusal and will not be processed.
• Incomplete requests/returns may result in delays and an administrative charge.
• All returns should be delivered in a proper packaging/box.
• On the outside of the packaging you should always state the RMA number + sender.
• RMA requests are processed within 48 hours on working days and you will receive the status of the request by e-mail and can follow it up via the portal.
• A product must be returned to the carrier within 5 working days after approval.
•  Velleman Group will provide a return label after the RMA is approved in the RMA overview on the customer portal.

Wrongly ordered

An incorrectly ordered product may/can be returned within a period of 14 days

• Product undamaged as new and in original undamaged packaging.
• Free delivery to the registered office of Velleman Group nv
• On products <€50 (tax included), there is a 20% re-stocking fee
• On products <€50 (tax included), the re-stocking fee is 10%.
• Specially ordered items will not be taken back
• A credit note will be issued for returned products.

Incorrect delivery

An incorrect delivery by Velleman Group will be dealt with and processed free of charge.

• Products should be unused and the packaging unopened
• Return of product should take place within 14 days

Damage / incomplete delivery:

• A damage and/or defect report must be reported within 48 hours of delivery via our Customer Service department or to your account manager.
• Damage on delivery must be reported to the driver immediately. He must note the damage or the customer must refuse the shipment completely.
• In case of damage, we would like to receive a photo of the packaging and the product with the request.
• The product can only be returned after approval
• We aim to send a replacement as soon as possible

DOA

• DOA stands for Dead-On-Arrival and applies when a product proves to be defective upon first use.
• For professional customers, Velleman Group nv provides a DOA period of 14 days starting from the Velleman Group invoice date.
• In case of resale (resellers) Velleman Group nv provides a DOA period of 14 days from the date of receipt (cash receipt) by the consumer in the point of sale, on condition that this date is counted within a period of 12 months from Velleman's invoice date to the reseller.
• The product must be complete (incl. accessories), undamaged and sent in its original packaging (incl. foils and other packaging materials).
• After validation, the product will be credited.
• If your request is rejected, we will examine together whether a repair is possible and desirable.

Defect within warranty

• The legal 2-year warranty applies to the sales agreement between the reseller and the consumer, as a wholesaler/manufacturer we are not subject to this legal obligation.
• As a manufacturer, Velleman Group nv guarantees its products and therefore provides a standard commercial warranty period of 2 years valid from the date of invoice from Velleman Group nv.
• In case of resale (resellers), this 2-year warranty period starts from the date of receipt by the consumer (receipt), with the reservation that it expires at the latest after 3 years counting from the Velleman Group invoice to the reseller.
• Warranty claims must be reported to Velleman Group nv through the RMA procedure within 30 days after the defect was discovered or should have been discovered.
• Velleman Group nv will determine whether the product will be repaired, exchanged or credited.
• If the product turns out not to be defective or not to be a warranty case, an administration fee will be charged and the product will be returned - transport costs are for the customer/customer.

Defect/repair out of warranty

• Request via the RMA procedure in the customer portal.
• After approval of the RMA, product may be returned for an estimate
• Administrative costs for quotation of repair are €40 (tax included). These may be waived if repair is carried out.

Not covered by Warranty

• Any direct or indirect damage after delivery caused to the device (e.g. by oxidation, shock, fall, dust, dirt, moisture...), and by the device, as well as its contents (e.g. loss of data), compensation for any loss of profits.
• Consumables, parts or attachments that require regular replacement, e.g. batteries, lamps, rubber parts, drive belts.... (unlimited list).
• Defects caused by fire, water damage, lightning, accidents, natural disasters, etc.
• Defects caused by intent, negligence or by improper handling, poor maintenance or abnormal use or use of the appliance contrary to the manufacturer's instructions.
• Damage resulting from commercial, professional or collective use of the appliance (for professional use, the warranty period is reduced to 6 months).
• Damage caused by insufficient protection when transporting the appliance.
• Any damage caused by changes, repairs or modifications carried out by third parties without the consent of Velleman Group nv.

Compliance and warranty for private persons

• Velleman Group NV guarantees that its products are in conformity with the description of the ordered product, comply with all laws in force at the time of the order and meet the normal expectations you may have considering the specifications of the product.
• In accordance with articles 1649bis to 1649octies of the Civil Code, Velleman Group NV applies the legal minimum warranty period of two years if the delivered product does not conform to the order placed. If the product is faulty or defective, this product will be repaired or replaced free of charge up to two years after delivery, depending on what is reasonable and possible. Only in case the repair or replacement is excessive or impossible or cannot be carried out within a reasonable period of time, you are entitled to demand a price reduction or the rescission of the sales agreement.

Right of withdrawal for private persons

Customer satisfaction is most important to us. If, for any reason, you do not wish to keep your purchase, you can revoke the contract within 30 days.

• Please inform us of your decision via the returns procedure in our portal.
• Within a period of 30 days after receipt of the products by you or a third party designated by you. During the first 30 days after delivery, you may store and/or use the products and packaging at your own risk. You may only unpack or use the products to the extent necessary to assess whether you wish to keep the product. You are responsible for any damage, loss or loss of value of the product if you have not used or stored the product carefully.
• You will then receive an e-mail confirming your withdrawal, return instructions and a return label.
• You must return the item to Velleman Group NV, Legen heirweg 33, B-9890 Gavere, no later than 14 days after the day on which you communicated your cancellation decision to Velleman Group NV. Velleman Group NV will bear the cost of the return provided you use the return label received.
• If the articles are returned, we request to do so in their original condition, together with the original and undamaged packaging including all delivered accessories.
• No later than 14 calendar days after Velleman Group NV has processed and/or received the return, the price paid by you including delivery costs will be refunded by the same means of payment with which the purchase was made, unless explicitly agreed otherwise.
• The right of withdrawal does not apply to:

- Batteries, storage media, maintenance products and used products will not be taken back.

- Specially ordered items or manufactured according to customer specifications.