Digitec Galaxus AG receives the warranty details of the respective suppliers initially through the details in the Configuration Agreement, a contract form which each supplier fills out during the integration. By signing the Configuration Agreement, the information becomes binding.
The provisions in the Configuration Agreement apply in addition to the provisions in the FAQ. If a provision in the concluded Configuration Agreement contradicts the FAQs, the provisions of the Configuration Agreement shall apply.
PROCESSES
Unless otherwise agreed in the Configuration Agreement, defective products follow the processes described below as a standard.
Standard process
Unless otherwise agreed, Digitec Galaxus AG will send warranty claims to the supplier's service centre without registration. An RMA delivery note (see appendix at the end of the article) and a proof of purchase will be delivered with the defective product.
If the warranty is rejected, the supplier will send a cost estimate to aftersales@digitecgalaxus.ch. Cost estimates are to be sent as PDF. The following information must be provided on the cost estimate:
The Digitec Galaxus AG After Sales Team checks the decision makes the necessary clarifications and informs the Service Centre whether the product should be repaired at a charge, returned unrepaired or scrapped.
DOA process
After the visual inspection, Digitec Galaxus AG will exchange the product for the end customer. Within the period defined by the manufacturer, Digitec Galaxus AG sends the DOA case to the Service Centre with the note "DOA" on the delivery note.
Digitec Galaxus AG will receive a credit note from the supplier within 14 calendar days after receipt of the return to the amount of the original purchase price of the defective product.
Low cost process
Defective products with a purchase price below the low cost price threshold defined in the Configuration Agreement are disposed of after a visual inspection by Digitec Galaxus AG.
The supplier receives a monthly collective credit note request for the purchase value of the disposed products. An Excel list with the disposed products (see example Excel at the end of the article) is included. The defect description is a copy of the defect description that end customers enter into their customer account. If not available, the defect description will be entered by the Digitec Galaxus AG Shop staff. After receiving the credit note request, the supplier sends a corresponding credit note in PDF form to aftersales@digitecgalaxus.ch.
Compensation agreement
a settlement discount has been agreed with the supplier, he does not have to process warranty cases. Instead, the supplier receives a credit note request every six months. In return, Digitec Galaxus AG waives the warranty processing via the supplier for all products purchased from the supplier. The credit note request is made semi-annually in the agreed x% of the purchase turnover. After receipt of the credit note request, the supplier sends a corresponding credit note in PDF form to aftersales@digitecgalaxus.ch.
FURTHER PROVISIONS
Service Center Performance
The supplier ensures that the service centre meets the following conditions:
The Service Centre can be contacted by telephone and e-mail on working days from 9am - 12am and 1pm - 5pm
The Service Centre answers enquiries within one working day
The Service Centre is responsible for high-quality and efficient handling of warranty and service cases
Control of incoming goods
Digitec Galaxus AG notifies the scope of delivery of the defective goods on the RMA delivery note. The supplier is obliged to check the correctness of the scope of delivery and proactively informs Digitec Galaxus AG about any deviations via e-mail to aftersales@digitecgalaxus.ch. If no scope of delivery is noted but is present, Digitec Galaxus AG must also be informed by the supplier. If this communication does not take place and there are deviations between the scope of delivery stated in the submission and the return to the end customer or to Digitec Galaxus AG, the supplier is liable for the deviation that has occurred and the associated costs of a corresponding replacement.
In case of transport damage, please contact aftersales@digitecgalaxus.ch immediately.
Returns of RMA cases to Digitec Galaxus AG
The Supplier shall send repaired and replacement devices separately from deliveries of new goods. Returns from warranty cases must be addressed as follows:
Digitec Galaxus AG
After Sales Handling
Parallelstrasse 10
CH-5606 Dintikon
In individual cases, a different address may be noted on the delivery note. For example, the address of the end customer.
It must be clearly declared on the shipping container as well as on the delivery note whether the contents are new, repaired or replaced. The following information must also be listed on the delivery note: Our reference (RMA number), work carried out and scope of delivery.
Returns of RMA cases directly to end customers
If a device sent in by Digitec Galaxus AG is returned directly to the end customer after a successful inspection / repair, the supplier of Digitec Galaxus AG must inform Digitec Galaxus AG via e-mail to aftersales@digitecgalaxus.ch about the dispatch of the repaired device to the end customer. The e-mail must contain the parcel number and the Digitec Galaxus AG RMA number. This notification must be made on the day of the return shipment to the end customer. This message does not have to be sent if the goods are sent back to Digitec Galaxus AG.
Credit notes
The supplier sends all credit notes to Digitec Galaxus AG as PDF. These credit notes are then deducted by Digitec Galaxus AG with the next order.
Please send the PDF to aftersales@digitecgalaxus.ch.
On credit notes for individual RMA cases, it is mandatory to indicate the Digitec Galaxus AG RMA number.
On credit notes for low cost or compensation claims, it is mandatory to state the Digitec Galaxus AG invoice number.
