In case a technical problem occurs with a CopyBox duplicator the following three procedures can apply:
DOA
"Dead On Arrival" applies when a product appears to be defective
on delivery. Even though all our products are tested before shipment, damage
during transport can occur. This DOA procedure does not apply to consumables
like cartridges, optical media and packaging materials.
In case of an DOA the defective product can be exchanged for a new product, or
the defective product can be credited. A DOA needs to be registered at the
Virtual Vision Support Department within 5 working days after delivery. Any DOA
claims outside this period will be processed under the warranty conditions. DOA
claims can only be accepted when products are returned unused, complete,
including all accessories and including the original packaging. For returning
DOA products, please follow our RMA procedure. Shipping costs in case of an
authorized DOA will be covered by Virtual Vision.
Faults within Warranty Period
In case of a technical defect within the warranty period products will be
repaired free of charge or, if necessary, replaced. For returning defective
products, please follow our RMA procedure.
Faults outside Warranty Period
In case of a technical defect outside the warranty period products can be
returned for repair. For RMA products returned outside the warranty period a
standard inspection charge of € 55,- applies. Before a product will be repaired
you always receive a price quote. For returning defective products, please
follow our RMA procedure.
For returning defective products the RMA (Return Material Authorization)
procedure below must be followed.
RMA Procedure:
1. Obtaining a RMA authorization
To obtain a RMA authorization you can send an e-mail request to
support@copybox.eu or call +31 70 3625304.
Please state the product serial number and a clear description of the technical
problem. The Support Department will process your RMA request. Once the RMA
request is processed an authorization is issued. A RMA number and a RMA form
will be provided by e-mail.
Please Note! If a returned product does not appear to be defective after inspection, a € 55,- inspection charge applies.
2. RMA Validity Period
Once an RMA number is issued by our Support Department, the RMA authorization is
valid for 10 working days. The defective product must be returned within these
ten days or the RMA authorization will expire.
3. Packaging
We recommend to return defective product using the original packaging to avoid
any damage during transport. If the original packaging is no longer available,
the product needs to be packed properly to avoid any damage. Please also
consider the following:
- The RMA number must be clearly visible on the outside of the packaging.
- The filled RMA form must be included in the packaging.
- Never ship a product inside a carton box without any additional protection
to avoid damage during transport. Always use adequate padding.
4. Shipment
Products need to be shipped to the address specified on the RMA form. Returned
products can only be processed if complete, undamaged and including all accessories. Return shipments are for customers account and risk. We recommend
return shipments are insured.
Please Note! Return shipments which are incomplete, damaged, improperly packed or without RMA number and/or RMA form will not be accepted and returned to buyer freight collect.
5. Shipping Costs
For RMA return shipments under warranty, the customer pays for all incoming
shipment costs, and Virtual Vision pays the outbound shipping costs back to
customer. For RMA return shipments outside warranty, the customer pays for all
shipment costs. For DOA return shipments, Virtual Vision pays for all shipment
cost. RMA shipments without freight prepaid will be refused and returned to
buyer freight collect.
