Product returns

As mentioned on the After-Sales Service page, you can return products without technical failure under our Satisfaction Guaranteed or Money Back service (15-day period, orders under €1000 excluding tax) or products with a technical failure under the warranty.

Any return request must be made to your sales representative within the following deadlines:

• 15 days following the receipt of 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 cannot be subject to any credit note. Except for order preparation errors, shipping costs are at the customer's expense.

All returned products must be in new condition and in their original packaging. No inscription and/or label can appear on the original packaging other than CLAREO shipping labels (if this occurs, the products will be considered non-marketable and cannot be subject to a credit note).

No credit note can be issued for returned products with damaged packaging or for products that have been installed or tested (except if defective). Any return must be made within 3 months following the assignment 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 case of product returns.

The transportation for returning products is at the customer's expense.

General return conditions

To make a product return, please follow these steps, which are essential for obtaining an exchange or credit note:

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

Verify that the information on it is correct.

2 - Package the products concerned

• 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 cannot issue a refund for products returned without their packaging or in damaged packaging.
• for defective products: pack them in an appropriate box and protective material to prevent damage if the original packaging is not available

Provide a sufficiently sturdy cardboard box and include with the products:

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

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

Upon receipt of your return by our After-Sales Service, it is handled by a technician who checks the content 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.