RMA - Returning goods quickly and easily

Step 1: Report a complaint

To submit a complaint for a product, we need the following information:

• Download and complete the RMA form.
  The fields “S&K RMA number” and “RMA approved” will be filled in by us.
• Invoice number: The invoice on which the item was purchased.
• Item designation and serial number: To identify the item precisely.
• Error description: A detailed description of the error or problem with the item.
• Pictures/videos (if possible): Pictures or videos documenting the defect or problem.

Please send the RMA-Form via Email to rma@siewert-kau.de

Step 2: Checking the complaint

After receiving your complaint, we will carry out a thorough inspection of the reported defect. The inspection includes:

• Check the error description and the documentation sent with it.
• Inspection of the item to determine whether the defect lies within our area of responsibility.
• If necessary, the item will be forwarded to our supplier or manufacturer for further diagnosis.

Important note:
Complaints made within 14 days of delivery will be given priority. After this period, we reserve the right to carry out a detailed inspection.

Step 3: Decision on RMA application

• Confirmation of the defect: If the defect is confirmed by us or the manufacturer.
• Rejection of the complaint: If the item has no defects or the defect is not covered by the warranty (e.g. damage due to improper use), the item will be returned to the customer at a cost of €24.90 plus VAT.

Processing time:
The RMA application will be reviewed and a decision made within 5 working days. The customer will receive feedback and an RMA number for the return of the item within this time.

Step 4: Returning the goods

If you have received an RMA number, please send the item to the following address:

Return address:
Siewert & Kau Technologies Vertriebs GmbH
Friedrich-Bessel-Str. 20
50126 Bergheim
RMA number: [ROXXXX] must be noted on the parcel and the delivery bill

Packaging:

• The item must be securely packed to avoid damage during transportation.
• Enclose a copy of the delivery bill or invoice.
• We do not accept returns without the assigned RMA number. Items returned without an approved RMA number will not be processed and will be returned at the customer’s expense for a fee of €24.90 plus VAT.
• Damage caused by leaking ink & toner cartridges is not covered by the RMA.
• We do not create data backups. This also applies in the event that the customer can no longer access your data due to a defect.
• Apple products:
  We ask you to ensure that all (Apple) products are completely disconnected from the cloud. Otherwise, a return fee of €24.90 plus VAT will be charged.
• Google Account:
  Please ensure that no Google accounts are connected or logged in to the device. Otherwise, a return fee of €24.90 plus VAT will be charged
• Customer returns will only be forwarded by us in the complete product scope. It is not possible for us to temporarily store enclosed driver CDs, manuals or similar during the complaint processing.