6. Returns, reclamation & guarantee

Return Shipments 

Please always send your return shipments in the original package, including all accessories (e.g. mounting sets, installation notes) and a copy of the invoice or delivery receipt, in one single, bigger package if necessary. 

Return shipments can only be accepted if they are delivered for free.
For return shipments in case of credit items, please pay attention that items in opened, pasted, or labeled packages and items that are used or not in original condition are excepted from return and are handled as unauthorized returns. 

For return shipments not to be represented by BRP Systems, 10% of the invoice value will be retained as a manipulation fee. BRP Systems reserves the right to increase the manipulation fee due to activities involved in reprocessing. 

Sealed packages, where the seal has been manipulated or broken, are automatically classified as opened. Customer-specific items, especially data carriers e.g. with special designs, labelings, and colors, and project-specific items cannot be handled by the crediting process. 

These items will be returned unfree. Wrong shipments and transport damages must be reported to us within ten days. Furthermore, transport damages must immediately be reported to the shipping company. Please always check the items directly at reception! 

Repair Handling 

Reception of Return Shipments: Return shipments can only be accepted if they are delivered for free. Only complete devices but no single components will be accepted. 

Single components are in general seen and handled as complete devices in the repair process. To guarantee a fast and cost-efficient repair process, a filled Service Advice Note form or a detailed error description is necessary. 

Therefore, please always include a filled form for each device sent to us for repair. 

Cost Estimate: 

If explicitly stated, we make a cost estimate for repair of your item. 

After reception of our cost estimate please let us know if we shall process the repair to the stated costs within 10 calendar days. If no repair shall be performed, a lump-sum of EUR 64.00 applies for the cost estimate. The cost estimate is seen as accepted, if it is not replied within 15 calendar days. 

Repair Costs: 

For the repairs of the devices our service and repair flat rates plus shipping costs apply. 

Guarantee

All products of Gantner have a guarantee of 2 years. This guarantee is a bring-in guarantee and does not include any on-location service. Excluded from this guarantee are worn parts such as plugs, bus connectors, and similar. Additionally excluded from the guarantee are damages because of transportation, improper handling, an unqualified attempt of repair (as soon as the housing is opened, the guarantee is stopped), mechanical damage, use of improper material, and errors because of improper and faulty operation of the customer, over-voltage (e.g. caused by a strike of lightning) and similar.