Return Materials Authorization (RMA) Procedure
Return Material Authorisation (RMA) Procedure
There might be certain reasons why you may want to return product to Suzo-Happ Group such as:
• Product wrongly ordered
• Suzo-Happ delivery does not match packing slip
• Failure of product within warranty
• Failure of product outside warranty
• Transport Damage
In general the following conditions and procedures apply to each return.
1. Prior to any return the RMA form needs to be filled out. please find here the RMA form or under the customer service tab.
2. After receiving the RMA form it will be reviewed by our sales department. If the article is eligible for return you will receive the RMA form back with a RMA number. You will also receive shipping instructions.
3. We only accept fully completed RMA forms with RMA number and, if applicable, annexes (packing slip / bill);
4. Where applicable, the consumer products have to be returned in their original packaging . This package should not have stickers, price tags, etc.on it . Product needs to be unused when returned
5. The entire article, including all components should be sent back. Unless otherwise agreed;
6. The article is well packaged (in box) to be sent. Damage caused by insufficient packaging during transport may result in delay in our return process or can be ignored completely.
Unfortunately, articles / returns that do not meet the above conditions can not be delt with. The article will be returned and the costs will be charged.
Wrongly ordered by customer:
It might happen that the wrong product is ordered. We offer you the opportunity to return these articles.
The following conditions and procedures apply:
1. The total value of the items you want to return, must be more than EUR 30,;
2. Specially ordered parts are not eligible;
3. Written notification within 5 working days after receiving items via e-mail: RMA@SUZOHAPP.NL RMA procedure should be followed.
4. After evaluation of your info we will respond to the RMA form ;
5. If the articles can be sent back, you receive the RMA form with a RMA number;
6. Return of the articles with completed RMA form with attachments must be at Suzo- Happ Group within 30 days;
7. Upon receipt and verification of the returned items you will receive a credit note;
8. We will credit you 80% of the net invoiced sales;
9. There are EUR 6.50 additional RMA charges.
SUZO-HAPP supply does not match packing slip
If the packing slip is different from the actual delivery by:
• Other items on the packing slip are and / or
• incorrect numbers are on the packing slip
and you want to report it, then the following applies:
1. Written report within 5 working days after receiving goods via e-mail RMA@SUZOHAPP.NL
2. Suzo-Happ will contact you to correct the problem and communicate the procedure.
If Suzo-Happ:
• compared to other items you have ordered and / or
• Article is right but there is more than ordered and you want to send items back, then the following applies:
1. Sales reported by telephone within 5 working days after receiving goods, telephone 0186-643333 ;
2. Suzo-Happ makes arrangements with you to address the problem and the procedure to follow.
Article defect within warranty
For the Suzo-Happ articles on the market under its own brand name (Catcoin, SUZO-HAPP) the guarantee is 12 (twelve) months. The warranty period of 12 months starting from purchase date. For other articles different warranty periods and conditions apply. Where appropriate, the warranty periods and conditions of the manufacturer are being held. A number of items such as software, lighting, fuses etc. carry no warranty.
For additional information, please contact the sales department. customerservice@suzohapp.nl
If it appears that the defect resulted from damage, abuse or misuse, failure to follow the instructions for use, damage to vulnerable parts, or normal wear when used items can not be applicable for warranty. This is also applicable if the item is out of warranty.
1. Claims for warranty must be submitted within 30 days of the defect / failure to be reported in writing to the sales department. Reporting through the required RMA form (downloadable from our website EU.SUZOHAPP.COM);
2. After reviewing your report you will receive, if applicable, a RMA number.
3. The article, together with a completed RMA form with RMA number should be sent within 14 days after receiving the RMA number. Please note that a copy of the purchase invoice should be sent. If this is not met, the article will be repaired or returned, and the costs will be charged.
4. Upon receipt of the article with the RMA form Suzo Happ will assess whether the defective article is under warranty. If the article NOT under warranty, Suzo-Happ will contact you.
5. Repair of defective items are free of charge if the warranty applies, and the warranty period has not expired. We will always try to repair the article within reason. The repaired article will be sent back with a repair report.
6. If the product within warranty can not be repaired, a new article will be sent. If it is not (anymore) available, a replacement equivalent article will be sent. If an article has no substitute equivalent (anymore) a credit will be made.
7. When the article, after extensive testing and verification by Suzo-Happ appears not to be defective, we are forcedto charge you at least EUR 20, - research charges. Suzo-Happ charges these research costs without notification.
The product will be returned and the costs will be charged.
8. Articles that are no longer in need of repair are not returned.
Article outside warranty
An article outside warranty has been defective and / or failure resulting from injury, abuse or misuse, failure to follow the instructions for use, damage to vulnerable parts or wear will not be repaired under warranty.
An article out of warranty defect can be repaired.
Suzo Happ- labour and any further costs (research, repair, replacement parts, etc,) will be charged, as well as shipping. Prior to the repair of a defective article outside warranty costs can requested and repair costs can be provided.
Transportation Damage
A visibly damaged or opened package, a customer should always refuse. You should immediately contact the sales department. Once you refused damaged / open return shipment is received by SuzoHapp , we will credit the damaged / open consignment .
Transport damage is not visible on the Outer Carton and only after opening is established,this needs to be reported within 48 hours after delivery. Where applicable, any receipts should be signed stating "subject to control."
Claims failed to report within 48 hours will not be processed in our RMA procedures.
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In all our deliveries and services the "General Terms and Conditions Payment of SUZO International( NL) BV of the Netherlands apply.
CONTACT INFORMATION
Suzo-Happ Group
phone: +31 186643333
fax: +31 186642222
Antonie van Leeuwenhoekstraat 9
3261LT Oud Beijerland
website: EU.SUZOHAPP.COM
e-mail: customerservice@suzohapp.nl
