How do I process warranty claims? EU

Unless differently agreed, warranty cases will be sent by Galaxus Deutschland GmbH to the supplier's service centre without notification. A delivery note (screenshot below) and proof of purchase will be sent with the defective product.

If the warranty is rejected, the supplier will send a cost estimate to aftersales@galaxus.de. Cost estimates are to be sent as PDF. The following information must be provided on the cost estimate:

• Reason for refusing the warranty

• Work to be carried out

• Cost estimate

• Images in case of physical/mechanical damage

The Galaxus Deutschland GmbH 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, Galaxus Deutschland GmbH will exchange the product for the end customer. Within the period defined by the manufacturer, Galaxus Deutschland GmbH sends the DOA case to the Service Centre with the note «DOA» on the delivery note.

Galaxus Deutschland GmbH 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.

The supplier shall ensure that the service centre meets the following conditions:

• The service centre is available by telephone and email during office opening hours (09:00 - 12:00 and 13:00 - 17:00) from MO-FR.

• The service centre answers enquiries within 24 hours (excluding weekends and public holidays).

• The service centre is responsible for a qualitatively good and efficient handling of warranty and service cases.

Galaxus Deutschland GmbH 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 inform Galaxus Deutschland GmbH about any deviations via e-mail to galaxus@galaxus.de. If no scope of delivery is noted but is present, Galaxus Deutschland GmbH 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 Galaxus Deutschland GmbH, 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@galaxus.de immediately.

The repair period shall be deemed to be the period between receipt of the return by the supplier / Service Centre and the date of return shipment to Galaxus Deutschland GmbH or the end customer. If the repair period is not adhered to, Galaxus Deutschland GmbH shall charge the supplier for the product at Galaxus Deutschland GmbH's original purchase price.

The Supplier shall send repaired and replacement devices separately from deliveries of new goods. Returns from warranty cases must be addressed as follows:

Galaxus Deutschland GmbH
After Sales Handling
Hans-Günther-Sohl-Strasse 2
47807 Krefeld (Fichtenhain)

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.

The supplier sends all credit notes to Galaxus Deutschland GmbH as PDF. These credit notes are then deducted by Galaxus Deutschland GmbH with the next order.

Please send the PDF to aftersales@galaxus.de.

DE