October 29 – November 2, 2020
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returns

Returns

EKWB Returns policy

EKWB products that are purchased directly from EKWB shop may be returned by the Customer in accordance with EKWB "Return Policy":

  • Products returned for a refund due to the customer remorse or incorrect purchase decision must be received within 30 days of invoice date in unaltered, undamaged and »like new«  condition. Only packaging can be opened, products must not have any traces of use. Customers will be charged up to a 15% restocking fee if processing costs occur during reprocessing at EKWB. Returns will not be accepted without an authorized RMA number, which is valid for 14 days after being issued.
  • EKWB will not demand a restocking fee for the returned products that are defective. A qualified EKWB technician will test each returned product for defects and issue appropriate action as agreed with the customer via RMA process.
  • Warranty is void if a product has been tampered with in a way in which it was not designed for or described in the user manual. Misuse, modification, handling damage (i.e. dropping) will void the warranty.
  • When the RMA request is opened, it is mandatory for a customer, to send good quality photos or video, where the damage or faulty function is clearly visible/audible.

 

RMA PROCEDURE

EKWB will replace Product(s) free of charge if your device has a manufacturing defect that is covered by the warranty. You must send good quality photos or video, where the damage or faulty function is clearly visible/audible.

Before sending anything to us, please contact our team at EKWB web shop/My Returns. When our team determines that your problem qualifies or it does not qualify for warranty coverage, you will be informed.

You can start RMA procedure through your web shop account under My returns, where you can choose the Product(s) you want to have replaced in drop-down menu. In case you placed an order without creating a web shop account (as a guest), you will have to create a web shop account before starting RMA procedure and manually enter the Product(s) you want to have replaced due to defect covered by the warranty.

Note: Please do not hand deliver your Product(s) to the RMA facility, even if you are local. These locations are not set up to receive visitors. Thanks!

Please follow the RMA instructions below:

    1. Print and fill out the RMA document.
    2. Include the RMA document in the package. (Instructions on how to fill out the document can be found on the document itself.)
    3. Scan or take a photo of the filled-out RMA document and attach it to the portal as requested.
    4. Securely pack the device(s) in original packing and mark the package with the RMA number provided by the EKWB Team at EKWB web shop/My Returns.
    5. When filling out documents for the shipping courier please provide the correct price of the unit(s) purchased. (Example: If you bought 5 devices and are returning 2, please specify the corresponding price for those two devices without tax and shipping.)
    6. Send to address listed under 2.9.1.

 

Shipping Charges for Returns

Returns

The customer is responsible for shipping the product back. This is analogous to paying for gas to drive a product back to a store you bought from to return it. Please ship using a carrier that provides a tracking number and proof of delivery. We recommend National post provider, GLS, DHL, TNT, UPS or FedEx. EKWB will not be responsible for items lost by the carrier. Valid proof of delivery must include the receipt signature of an authorized EKWB employee.

Warranty Returns

If the item is faulty and we need it back for analyses, the customer will not have to pay for shipping. EKWB will organize a pickup at their own costs.

Damaged Items during delivery

All shipping packages are fully insured. If you receive a damaged package, you must notify us immediately in the RMA system and provide us with clear pictures. If you decide to reject your package due to the damage seen, please take some pictures before and report the issue with our Shipping and Orders Support Team: https://www.ekwb.com/create-a-support-ticket/

After that, we will inspect your case with the courier’s company and after your case is resolved, we will send you a replacement item at courier expense or process a refund.