Returns from customers
This policy applies to products from customers. The same policy applies regardless if the return is the result of a warranty claim or if the return is caused by other circumstances.
Returns of previously delivered products must be preceded by an agreement between the customer and the responsible sales representative or our service coordinator.
For product returns the following rules and conditions apply:
Before the goods are returned the customer must request a return form and an RMA number from our Service Coordinator by e-mailing firstname.lastname@example.org. The return form with the included RMA number as well as a copy of the proof of purchase, invoice or packing form must accompany all products returned.
For products sent to our workshop for repairs and maintenance we do not require any RMA number.
RETURNS DUE TO COMPLAINTS AND WARRANTY ISSUES
Claims and warranty matters are handled in accordance with our routine “Handle claims/complaints” within our internal management system. If the claim is accepted by us after inspection, a credit note will be issued.
Returns for other reasons, repurchases
Returns for a reason such as wrong order, unused material, or any other reason, must be preceded by an agreement with our sales department. In these cases, there will always be a general return deduction of at least 30% of the product value. Any cost of recovery to new condition applies if the returned product is damaged.
No return fee will be deducted when returning products for change to another size or type.
Only products in new condition and in the standard version can be accepted in return for eventual refund. Custom made, special designed products and products not stocked by Somas, are non returnable. Products with an order value below 1000:- SEK are not subject to buyback.
Spare parts and spare part kits must be unused and in new condition in original packing. Spare part kits must be in an unbroken original packing.