We stand behind our products. But despite our high standards and strict quality control, it may happen that something is not to your liking. That's why you can always return your products. It's not the most pleasant thing, but we try to make it as easy as possible for you.
We do make a distinction between a product that is defective or not working properly and a product that was ordered incorrectly.
Step 1: Determine under which policy your return falls
Returning products under warranty:
Under our warranty, the following are covered:
- Factory defects (DOA, Dead on Arrival)
- Wrong product received
- Defects within the warranty period (a product has a 3-month warranty after receipt, unless otherwise stated)
Please note: our warranty applies to all our products, but specific rules apply to Samsung Service Pack screens!
Samsung Service Pack screens only retain their warranty if they are not installed. Unfortunately, we cannot provide a warranty for installed Samsung screens. This means that you cannot return installed/taped and/or damaged LCDs!
We, therefore, recommend testing the screens beforehand!
Do you think your order is covered by warranty? Then log in to your account via Account -> Returns and submit a request for a new Return Material Authorization (RMA). Our RMA team will then assess whether it falls under warranty.
If your package is damaged or your package has been opened, we recommend taking photos of the package and the damaged products. We will then discuss this with the carrier. This will only be reimbursed if a notification is made via email on the same day.
Returning products for other reasons:
Products can be returned within [x] days without stating a reason. The return costs will be your responsibility. Please also inform us via email which products are being returned, and include your order number.
Step 2: Send your product back
If your return falls under warranty, you can return your package immediately after submitting the RMA. In other cases, you can email us that the return is on its way. In all cases, you are responsible for packaging your return, theft, or tracking issues. Therefore, we recommend sending your product by registered mail with tracking.
Please pay attention to the following when sending:
- All products must be returned in the original seal.
- Products without our logo 'E-NL/E-HL/EMC' will not be processed.
Step 3: Choose a replacement product or request a credit note
Once we have received your return in good condition, we will proceed to assist you. In cases covered by warranty, you will receive a replacement product by default. For other returns, you can choose between an alternative product or a credit note. If you choose a credit note, please provide us with your bank account details.
The sooner you do this, the sooner you will have your replacement product at home or receive your credit note.