Legal guarantee & claims

Statutory liability for defects

For orders placed by consumers in the EU, the statutory liability for defects runs for at least two years from the day you receive the goods; in Portugal, Spain and Sweden it runs for three years. It covers defects that were already present at handover - including defects that only become apparent later.

If a defect appears within the first twelve months after delivery – in many EU countries, among them France, Poland, Portugal, Spain and Sweden, within the first two years – it is presumed in your favour that it already existed at handover. You do not have to prove it during that period.

Exercising these rights costs you nothing: we repair the part or supply a part free of defects. Only if both fail, are refused or are unreasonable do a price reduction or withdrawal from the contract come into play. In a defect case we bear the cost of inspection and of the return shipment.

Not covered: normal wear, and damage caused by drops, moisture, overvoltage or improper installation.

Fitting the part yourself or through a repair shop

Our spare parts are aimed at repair businesses as much as at technically confident end customers. Fitting a part yourself does not, in itself, void the statutory liability for defects on the part you bought. Whether opening the device affects a guarantee still running on the device is decided solely by the device manufacturer under its own guarantee terms.

How a complaint (RMA) works

1. Report the return in the returns portal - no account needed, using the order number, e-mail address and postcode. If you are signed in, you also find it directly on the order in your account.
2. Pick the affected items and a reason. The RMA number is issued immediately.
3. Depending on the reason and the destination country you either get a free DHL return label - for a defect, a wrong part delivered, transport damage or a part that does not fit - or the return address for a shipment at your own cost, for example a mis-ordered part, a withdrawal or another reason. A few countries currently have no label available; the address applies there as well.
4. The confirmation e-mail carries the label, where there is one, plus a return slip to print - put it in the parcel, it is what lets our RMA team identify the box.
5. Pack the part safely for transport, ideally in its original packaging and, for electronics, in an ESD bag.
6. Once it arrives we inspect the part and come back to you with the result and the next step - replacement, repair or refund.

Once the goods have reached us, we process your complaint within five working days. Without a return label, the address for returns is:

Please use the enclosed return label where you have one; without one, please pay the postage yourself - we cannot accept parcels sent carriage forward. Questions about an open complaint reach us through our contact form.

Complaint or withdrawal?