How to deal with reclamation?
Deliveries are to be controlled in the presence of the postman for obvious damage. Any damage must be noted on the delivery note or the postman must scan, the package as "corrupt". Internal transport damages must be reported within 7 days after receipt of us in writing (e-mail, letter, fax). Keep on the package and in no case send it back to us. We will contact with the carriers and make a damage reported. Possibly a staff of the transport company will come tor you and inspect the package or pick it up.
Reclamation guidelines for end user customers (in Austria):
- Contact us first, always!
If there is a problem with the goods, then we will try to help you in advance. Please send us an email ALWAYS previously. Enter your name and the account number in the subject line. Many ambiguities are often regulated without returning the goods,thatt will decide depending on the case our customer service. Resons can e.g. be that you protested products but they are correct because the deviations based on optical product changes or deviation of the manufacturer, or that a "technical complaint" (eg vaulted CPU soil), is in reality a new feature for performance enhancement. In such a case a hasty return woul be inappropriate. Similarly, due to the low value of the goods, sometimes the returning is not necessary.. For small parts, in which the return costs are in a poor relation to the value of the goods, there is the possibility that you do not return the defective goods, when it is possible to clarify how the defect or wrong delivery has come. For this we need a photo and a description of the defect. To prevent abuse, you should make a photo together with the bill. This process accelerates the settlement.
- Direct manufacturers support
Some manufacturers offer for problems with a product direct support. In this case, please return directly to the manufacturer, and the claim will be settled with him. Example: BeQuiet Power Supplies! In those special cases there is a notificatin in the product description.
- Repack the goods well protected
Pay attention to a correct packaging. Only the packaging of a product (with the exception of PC enclosures) is a usually not suited to a safe transport. We recommend to put the products with plenty of filler in a larger box with stable pack. Note that the newsprint usually does not permanently protect from shocks, as it is "pressed flat". We recommend bang paper and bubble bags.
- Put a reclamation document an a copy of the invoice into the package
The RMA form can be found on this page. Before returning fill our the complete RMA form and make a copy of the invoice. Missing or incomplete information may delay the processing of your return. Please keep the receipt of your return as proof.
- About Adoption of non-free packages, "shipping recipient pays"
By decision of the district court ruling Aachen, 23.08.2006 AZ 10206/06, the seller is not obligated to excessive rear-end costs by shipping recipient pays. We would therefore ask you in your own interestnot to use "sold recipient pays" for dispatch, as we are to accept these packages but will deduct you the additional costs to a normal package delivery that we have to pay. Please use our reconsignment service.
- Returning of second-hand goods
You have the possibility of FAG to send back also used merchandise within 14 days after receipt. According to the legal regulations, we usually can not credit the full purchase price for used goods. Normally only about 50% are credited because the product has to be sold as a "used" to a discounted price. This will be determined from our RMA employees when the goods have arrived here.
- Delivery address
Please return all packages to:
AT-2434 Götzendorf a.d. Leitha
Please use the delivery adresse only if you had bought your goods in our shop in Austria!
- Further procedure
The product will be investigated by a technician. Usually you will receive a notification on the status of your return within 2 days. Questions to our support in terms of the processing status of your return will not accelerate the processing. The more accurate the information on your RMA form are, the faster your request can be processed. We will keep you in the loop by email.
There are 2 different RMA forms, depending on the type of complaint to be used.
1) End user customers: False deliveries and returning after the FAG:
Aquatuning Rücksendeformular für Endkunden (one document for each shipment)
2) End user customers: Defekt on one product:
Aquatuning Serviceformular für Endkunden (one document for each productt)
Download the appropriate form from our server, and print it off. The blue desoited fields must be filled out by you, the yellow fields are filled in by our staff.
Direct contact to the Sales Manager / Management:
Our staff at the ordering and service hotline, and the complaint department work strictly according to instructions and work predefined prozedures of which we are convinced that they guarantee the best customer service possible. Therefore, these employees are not entitled to take forward complainments. If you feel unfairly treated, or you are not satisfied with the solution proposed by us, you can use this document. Please note that complaints must be made in writing only, and will be answered in written form only.
Your request is supported by our sales leadership, in consultation with the management soon as possible.
Download the complaint form:
As Email: Aquatuning Beschwerdeformular
As letter: Aquatuning Beschwerdeformular As Fax: Aquatuning Beschwerdeformular