Product returns

As mentioned on the after-sales service page, you may return products without a technical fault under our Satisfaction Guaranteed or Money Back service (15-day period, order below €1,000 excl. tax) or products with a technical fault under the warranty.

Any return request must be submitted to your sales representative within the following timeframes:

• 15 days following receipt of the goods by the buyer for products in good condition
• within the warranty period for defective products.

No return will be accepted without prior express agreement from our customer service in the form of a "customer return form" sent to you by email.

Any package returned without its "customer return form" will be refused and will not be eligible for any credit note. Unless there is a preparation input error, shipping costs are the responsibility of the customer.

All returned products must be in new condition and in their original packaging. No writing and/or label may appear on the original packaging other than CLAREO shipping labels (if this occurs, the products will be considered unsaleable and will not be eligible for a credit note).

No credit note can be issued in the event of a return of products whose packaging has been damaged or of products that have been installed or tested (unless defective). Any return must be completed within 3 months of the issuance of the "customer return form" number; after this period, the return will no longer be accepted. CLAREO reserves the right to apply a depreciation rate in the event of a product return.

The cost of return shipping is the responsibility of the customer.

General return conditions

To make a product return, please follow the steps below — these conditions are mandatory in order to obtain an exchange or a credit note:

1 - Wait to receive the "Customer Return Form" document from CLAREO

Verify that the information shown is correct.

2 - Pack the relevant products

• for new products to be returned: pack them in their original packaging after verifying that the products and their packaging are all in perfect condition. We will not be able to issue a refund for products returned without their packaging or in damaged packaging.
• for defective products: pack them in an appropriate box with suitable protection so they do not deteriorate if the original packaging is not available

Prepare a sufficiently sturdy packaging box and include with the products:

• Include the "Customer Return Form" inside the package
• Write the customer return form number on the package in the format RC ...

3 - Ship the products to the address shown on the "Customer Return Form"

Upon receipt of your return by our after-sales service department, it is handled by a technician who checks the contents and condition of the returned product(s).

CLAREO will process your request as soon as possible.

If the received products are accepted, you will receive a credit note.