Product returns
As explained on the After-Sales Service page, you can return products without technical faults through our Satisfaction Guaranteed or Your Money Back service (within 15 days, for orders under €1,000 excluding tax), or return products with technical faults under the warranty.
All return requests must be submitted to your sales representative within the following time frames:
- Within 15 days of the buyer receiving the goods, for products in good condition
- Within the warranty period for defective products.
No return will be accepted without prior express approval from our customer service team in the form of a "customer return authorization" sent to you by email.
Any package returned without its "customer return authorization" will be refused and will not be eligible for a credit. Except in cases of order preparation errors, return shipping costs are the customer’s responsibility.
All returned products must be in new condition and in their original packaging. The original packaging must not bear any writing or labels other than CLAREO shipping labels (otherwise, the products will be considered unsellable and will not be eligible for a credit).
No credit can be issued for products returned with damaged packaging or for products that have been installed or tested (unless they are defective). All returns must be completed within 3 months of the "customer return authorization" number being issued. After this period, the return will no longer be accepted. CLAREO reserves the right to apply a depreciation rate to returned products.
The customer is responsible for return shipping costs.
General return conditions
To return a product, please follow these steps. You must meet these conditions to receive an exchange or credit:
1 - Wait to receive the "customer return authorization" from CLAREO
Check that the information on it is correct.
2 - Package the products being returned
- For new products being returned: pack them in their original packaging after checking that both the products and their packaging are in perfect condition. We cannot issue a refund for products returned without their packaging or with packaging in poor condition.
- For defective products: if the original packaging is unavailable, pack them in a suitable box with adequate protection to prevent damage
Use a sufficiently sturdy shipping box and include the following with the products:
- Include the "customer return authorization" in the package
- Write the customer return authorization number on the package in the format RC ...
3 - Ship the products to the address on the "customer return authorization"
When our after-sales service receives your return, a technician checks the contents and condition of the returned product(s).
CLAREO will process your request as soon as possible.
If the returned products are accepted, you’ll receive a credit.