REQUEST FOR SERVICE - SAT - MODEL

-Technical service - after-sales - service

 

General conditions of return

To support the return will take into account the following:

- The product must be returned in perfect condition including original packing or packaging. It will not change or be paid any product manipulated by client, misuse, breakage, etc. in this case will lose all warranty. In case of the product in good condition, but the box, plastic or packaging in which it is included is in bad state will not accept the return.

- Both the back of the product and its corresponding return, will be managed by FactorLED through our messaging service through order generated by our technical service: sat@factorled.com

-The terms and conditions specified in each type of return, must be met otherwise they will be not supported.

-Once the return is accepted by our SAT, the collection will be managed by our part and will receive an email indicating the order of collection and a PDF document which you must print it, fill it, and must attach it to your package. It is important to put a note on the outside of the package "ATT SAT FactorLED".

-For there is no risk of damage in transit it is very important to perform a correct packing of products because if damaged during the trip, we can not accept returns.

-Depending on the type of return costs of messaging and management service (€14,95 VAT included + relevant increases according to dimensions, weight and number of packages) will be paid by the customer or by FactorLED.

-By way of exception, apply demerits (to be determined for each case) on the value of the product on those occasions in which a commodity does not comply with any of the conditions that will accept their right of withdrawal and FactorLED decides to admit the return of the same by applying the corresponding penalty. (Minimum of 40% of the value of the product).

-For those not accepted by customer budgets, returned merchandise, "claim rejected by service SAT technical attention" or any material of the customer held by FactorLED, the customer is obliged to pay expenses of storage from the 30 days from the time that communicates to the person concerned that the item is available. The storage charge is €1 per day + 3% of the value of the material.

-The payment of the goods, if applicable, will be used by the client for future purchases, or, if desired, another article with similar characteristics will be sent to you. The money will never be returned in cash after + 15 days from purchase, will be awarded a bonus of purchase that can be used on the website. There will be no action by www.factorled.com , to not have in our possession the goods returned and the merchandise has been checked by our technical service.

-Strongly recommend that once you receive your order check so that if you need to process a subsequent claim, we can make the management within the time limit. Any claims after the deadline will not be admitted being understood is the responsibility of the customer.

Costs of return of products: (handling, packaging and shipping costs):

  • Simple return... 1 less than 10kg box... €14,95 taxes included *
  • Supplement per package... Each box extra... + 14, €95 VAT not included
  • Supplement per Kg... Each 10 kg. Extras per box... + 14, €95 VAT not included

Large packages acarrearan supplements to consult in each case. (Balearic Islands, Ceuta, Melilla, and see Islands)

* Returns of material for any reasons not imputable to FactorLED in whose initial order product was purchased with free shipping promotion, will be deducted to the customer the amount corresponding to the shipping, depending on the amount of material, weight and number of returned packages.

 

Types of return

By break and or malfunction of the product during shipment:

-If you receive a damaged product during transport the client has within 48 hours to claim from the receipt of shipment of the order via email to our Department SAT, and provide all the requested documentation to the email: sat@factorled.com and indicate you below:

1st) detailed description of what happened all indicating that help to clarify the facts and prove the fault of the Messenger service to cause breakage and or damage of the product received.

2nd) photographs in which identify clearly the defects of the materials received.

3rd) photographs of packing where it can be clearly seen their "- blows - breakage malfunctions". This field is very important since if it shows clearly the fault of the carrier, the claim may not be considered by the transport agency.

4th) photographs of the carrier label that also see the totality of the product upon which the claim is exercised and where you can clearly see the received delivery of the package or box number.

When you send the email with the documentation you must send us the issued invoice and tracking number of the transport company which you have received in your email.

FactorLED will process the claim and will inform you in your state.

Keep in mind that any notice incomplete or formulated by other means will not be considered nor will have value the date of notification for the purposes of a subsequent complaint to the transport agency.

- Very important-: it is recommended that if you can see any damage in the packaging of your order, your reception put a note on the delivery of the Distributor to record "put bulk damaged / bad state, pending review", in this way are provided in the management procedures of any subsequent complaint to the transport agency.

In cases of partial deliveries of le transport company (e.g. delivers only 5 cases of a total of 10), should be put on record in the delivery of the missing and contact with our SAT: sat@factorled.com.

The merchandise is assured to all risk, which means that in case of loss or breakage factorled.com will replace the goods free of charge, or will make you the corresponding payment accepted once the claim by the transport agency.

 

By fault or mistake of sending the order:

When non-receipt of a shipping product, or the product has been detected it differs as requested on the website.

The client has within 48 hours from receipt of the same to notify the failure/error in shipping through our SAT care technique Service Department and provide all the requested documentation to the email: sat@factorled.com and you indicate:

1) detailed description of what happened all indicating that help to clarify the facts and show the incident of the order.

(2) photographs that help identify the incident. Examples: make pictures/screenshots to demonstrate failures of the website/product description, for the non-receipt of any product, make photographs in which identifies the order with all the received products positioned such which have been received, with its filling if any and corresponding case... This field is very important since if the incident is not clearly shown, the claim can not be considered.

When you send the email with the documentation you must send us the issued invoice.

FactorLED will process the claim and will inform you in your state.

Once determined the incidence on behalf of the client, FactorLED shall bear the cost of collecting the wrong product and delivery of the correct or ship them directly from the material as appropriate depending on the type of claim.

By withdrawal of the product:

-When you send email with the withdrawal you must send us the issued invoice.  

-Will accept the return of our products, provided that they do not within 15 days from the receipt of the product and as long as the product is in good condition: the goods must be shipped in its original packaging and with all the accessories and must occur in perfect condition, without being desprecintada, dirty, stained, with smells, battered, or damage. Care: Otherwise the return will be refused.

- The customer will take care of the costs of the return (See table "Cost returns"). Once we receive the product, FactorLED will proceed to refund the amount of the article, not of the generated costs of return.

- Product returns without original or extracted from its container packing will not be accepted and that in its item card expressly stated that it may not be returned.

-Some consumers exercise their right of withdrawal within the time limit but after having used the goods more than it would be necessary to determine their nature, characteristics or its operation. In this case, the consumer does not lose the right of withdrawal, but should be responsible for any depreciation of the goods (minimum 40%).

Exceptionally, apply demerits (to be determined for each case) on the value of the product on those occasions in which a commodity does not comply with any of the conditions that will accept their right of withdrawal and FactorLED decides to admit the return of the same by applying the corresponding penalty (minimum 40%).

-Reimbursement of the amount of the outstanding product will be after 15 days since we receive the merchandise and check the integrity of the same.

By default the product:

If the product received is some sort of defect, we will proceed to change according to the following process:

-The customer must contact FactorLED, arrange the collection of the product through our SAT: sat@factorled.com and processing a claim.

-When you send email with the documentation you must send absolutely the issued invoice.

-If everything is correct collection will be managed, product will be received at our warehouse and their status will be checked to determine really you are in poor condition due to defect in the product. In this sense, FactorLED will proceed to the repair/replacement or substitution and will bear the cost of shipping both of ida return, FactorLED will proceed to the repair/replacement or substitution and will bear the cost of shipping both of ida as back, but it will not assume the cost the material used for the shipment of the product. (€12.03 VAT included)

-On the other hand, if the product is in perfect condition the customer will assume return costs (see table top "Cost return") and the forwarding of material (FactorLED shipping rates). Whenever it is possible and in order to not carry unnecessary costs to the customer, the goods may send in a customer's next order.

-IMPORTANT!-

- Dear customer, advise that before the return is processed, ensure relevant testing to verify that the product doesn't really work, since if upon receiving the product it has proper operation and the reason for the return to their lack of knowledge in using the product, you assume all costs of shipping, both of ida return.-

-If you need any technical advice, you can contact directly with our Department SAT on the phone 91 805 67 67

Procedure for arranging a return:

To be able to process a refund, follow these steps. If you have any questions please contact the after sales of "Customer service" Department.

1) send email to our SAT with our signed form and fill with your details: Please note that you should describe the cause of the formality and provide everything what he considers appropriate to prove the incidence, it easier and greatly accelerates the process of resolution of your claim. When you send the email with the documentation must send the issued invoice absolutely to comply with your request.

(2) once in the system and if everything is correct, the corresponding management shall be carried out or the collection of the product order will be processed by our carrier. ATTENTION: If you have not received a response within a period exceeding 48 hours please contact directly with our Department SAT on the phone 91 064 58 38. So there is no risk of damage to the transportation it is very important you assess the packing of products because if damaged on the voyage, we can not accept returns. Likewise we recommend that you pack the products in the best possible way.

(3) upon receipt of your package we will send you an email of confirmation of receipt of the same. If after 48 hours do not receive our email please contact our SAT: phone 91 805 67 67.

(4) management of your request: once made the collection and received the package in our facilities, (remember to put ATT. SAT FactorLED) our technical service carried out tests, repairs, changes or other operations necessary for the resolution of its incidence in the shortest time possible. Always be possible will be the repair of the product, or substituting another similar technical characteristics, whenever and wherever possible, in case of not having this possibility for other reasons, the product will be paid minus a 5% per month since the date of acquisition, which will be paid in future purchases.

(5) notification completed SAT:

A once SAT resolution (including repairs, changes, etc.), service shall notify the customer this State through an email.

B. the delivery of products associated with a claim will be made by the same method of normal delivery and individually except for those cases in which can coordinate in shipping with an order from the customer.

Remember that you can find out the status of your request via email sat@factorled.com

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Remember that you can only submit this request with the corresponding invoice

 


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