Customers from the EU. According to EU law, we allow returning a product that you are not satisfied with within 14 days after you have received your order.
The present right of return only applies to products that are returned in their original, complete working conditions (storage box, accessories, user guide, etc.). Any product that has been damaged, or is not in its original storage box, or has the storage box that has been worn beyond simply opening the product, will not be refunded. Returned product must be complete and in "as new" condition (i.e. if you have opened the box to examine the product like in a store, you must have done so without damaging or marking the product or the storage box).
Note for smokers. We do not accept returns of products that have an intense smell of tobacco smoke. These products can no longer be re-stocked and would be sorted out as totally damaged products! Please understand that such a return will not be accepted and these products will be returned to customers at the expense of the customer.
Customers from Non-EU countries are also allowed to return their purchase within 7 days after arrival, but only if the items you received are not as described - that means wrong or defective products.
Your item will be replaced free of costs for you.
The following situations are not included:
1. An item you claim is not as described, but you can't prove that.
2. Items are as described, but you no longer want them.
3. Defects on Item were caused by the customer.
Your right of retraction starts from the moment your order is delivered (day one). You can return the product within this time period, at your own expense, accompanied by your invoice and a completed and signed return goods voucher.
Attention, we demand that a purchased product must be physically returned or at least shipped to our warehouse within of the granted period. Otherwise, the order is considered as completed and a return is not possible anymore.
Very important! Especially for customers from outside of Germany, we ask that you send us the merchandise using our UPS return label! We will send it to you by email after the authorization of your return. In the case of non-EU customers, any other kinds of shipping would cause extraordinary charges by customs clearance on our side, which will be not accepted and the sending will be returned to the customers on his expenses.
UPS shipping fee of the return consignment will be calculated depending on the location of the senders. The customer will be informed about the current amount of shipping fees during RMA.
The customer is responsible for the proper packaging of the returned goods. Any damages on returned goods, caused during transportation are on the risk of the customer and will be charged to the customer.
Exception Agreement regarding shipment. In some cases instead of the in EU-return rules meant cheap standard shipping such as German Post, whose insurance does not cover the value of our products and which also does not allow the shipment of devices with Li-Po batteries (especially for shipping destinations outside of Germany) we are forced to offer the premium shipping service like UPS. This means, in case of complete return of purchase (if authorized) any shipping costs associated with the transportation of the order will be deducted from the refund. This rule also applies to products that come with the free shipping option, but have been delivered using premium shipping service. In this case, our shipping costs will be calculated as for products that would be not affected by discount campaigns (e.g. due price threshold).
All information stored on digital support (memory card, hard drive, etc.) and sent back to Our Company by the User will not be kept.
If tests need to be carried out on the product, in the framework of the right of retraction, our Company will do its best to reimburse the User as quickly as possible. This time period will depend on the nature of the technical tests performed by the After-Sales Service of your product’s manufacturer, for a maximum period of 30 days. The deadlines mentioned above are effective as of the date of reception of the order.
These terms and conditions of After-Sales Service apply to the after-sales service provided for items sold by our company only.
If the customer notices a malfunction, would like to obtain technical information or encounters a usage problem, we advise first to check for a solution by visiting our FAQ page. If this does not solve their issue, they should contact us using our contact form or
contact our After-Sales Service by email at firstname.lastname@example.org.
10.3.1 OUT-OF-BOX FAILURE. This means a new supplied device that does not function correctly immediately after unboxing. In this case, the customer must contact the After Sales Service to determine whether the problem is due to misuse of the device. If a return is necessary, the device must be returned complete with all its accessories, the completed product return form, and the purchase invoice. If the defect is confirmed by our After Sales Service, the product will be replaced or repaired according to the wishes of the customer.
10.3.2. Warranty period. The contractual warranty period for our products is fixed at two years for consumers from the EU and one year for non-EU consumers or companies. The warranty period runs from the date of purchase indicated on the invoice.
10.3.3. Conditions. EREADER STORE After-Sales Service will accept defective product(s) in the scope of warranty coverage at the sole condition that a request for return has been made to and confirmed by our company. EREADER STORE will confirm acceptance of the return by sending the confirmation by email.
10.3.4. Required documentation. EREADER STORE After-Sales Service will accept defective product(s) in the scope of warranty coverage at the sole condition that the defect has been clearly defined, and upon reception of the following documents:-
A copy of the invoice, indicating the date of purchase, the type of product
- Failure description and serial number of the product
10.3.5. Warranty Exclusions. EREADER STORE's warranty shall not apply:
- To accessories such as but not limited to cables, batteries, covers;
- To normal wear of the product including the aging of housing, external ports, and accessories.;
- In case of repair or intervention on the product by any unauthorized personnel;
- To shocks or damages occurred during transportation directly or indirectly linked to the product’s warranty;
- To the installation or use of the product in contradiction with technical and safety standards, notably, use of the product in contradiction with the guidelines indicated in the product’s user manual and safety instructions;
- To failures, defects, flaws caused by corrosion, rust, drought, humidity, excessive temperatures, sand or dust, oxidization;
- Damage caused by force majeure, such as fires, floods, earthquakes, and other natural disasters
10.4. Warranty of repairs
10.4.1. Repairs, modifications, or replacements of defective parts during the warranty period do not extend the warranty period.
10.5.1. Fees. The shipping fees for returned products will be shared as described hereinafter:
- Shipping fees for the return of defective products to EREADER STORE After-Sales Service will be borne by the client.
- Shipping fees for the delivery of repaired or exchanged products to the client’s address will be borne by EREADER STORE
10.5.2. Conditions. The product (s) must be returned in its original package with its accessories (cables, AC adapter, etc.) unless expressly advised otherwise. In case of repair, if the client has kept the original packaging, the client must make sure to pack the product safely. The returned product is shipped at the client’s own risk. The name, address, telephone number, email address, and ORDER number must be indicated on the parcel containing the returned product.
10.5.3. No handing-in or pick up of returned products is allowed in EREADER STORE premises.
10.5.4. Customer is responsible for the backup of his data in a good time and above all before repair orders. Errors on the motherboard can lead to data loss. It may also be necessary to replace the mainboard for repair or to reset the system to factory settings. In such cases, the Ereader Store cannot be held responsible for data loss.
10.6.1. Reseller with internal After-Sales Service. The end-customer shall return the defective product to the After-Sales Service of the reseller where the product has been purchased, so to allow the take-back of the product by the reseller.
10.6.2. Direct sells and sells by Reseller without internal After-Sales Service. The end-customer shall return the defective product to EREADER STORE After-Sales Service.
10.7. Return management
10.7.1. Address. Every product return must be made within 15 (fifteen) days upon reception by the client of the return confirmation by EREADER STORE After Sales Service and sent to the address indicated in the confirmation.
10.7.2. Registration. Any device received by EREADER STORE Service will be subject to a digital registration in our system.
Any product returned incomplete (without packaging, without accessory essential to its proper functioning such as but not limited to a stylus, AC adapter, cables) will be subject to a deduction of a missing item on the credit note, if applicable.
10.7.3. In the event of one returned product not complying with the return request or one of the return conditions not being respected, the product will be returned to the client at his expense.
10.7.4. If the returned product is found to be flawless, EREADER STORE After-Sales Service will charge the client a EUR40 amount for the performance of technical tests. The shipping fees for the return of a flawless product to the client are to be borne by the client. READER STORE will store flawless or improperly returned products for a maximum period of 1 (one) month. After this period, EREADER STORE reserves the right to destroy and disposal the products.
10.7.5. Diagnosis. Upon reception of the returned product by our After-Sales Service, a diagnosis of failure is established. If the product is still in the scope of warranty, it will be repaired, exchanged (according to availabilities), or a credit note will be issued (in case of repair or replacement are impossible). The issuance of a credit note only applies to the products purchased directly from EREADER STORE.
10.7.6. Duration of repair. EREADER STORE commits to repair, exchange, or issue a credit note for the returned product as fast as it is possible. The average duration for a repair or an exchange is usually 15 (fifteen) working days, but not limited to. This duration is given for information purposes only and shall not give rise to any compensation of any sort in case this duration would be exceeded.
10.7.7. Tracking. If the client wishes to obtain updates on the repair of a returned product, his request must be sent by email on email@example.com, indicating in the email the ORDER number of his return.
The product, even if delivered free of charge, is shipped at the recipient’s own risk. EREADER STORE shall not be responsible for any damage or loss that occurred during transportation. Risk transfer occurs at the pick up of the goods by the transporter at EREADER STORE’s premises. Upon reception of the goods, the recipient shall check the goods and, if a product is found missing or damaged, issue a reservation. The recipient shall notify by registered letter the transporter of any damage or loss noted upon reception of the goods within 2 (two) working days following the reception of the goods, and claim the damaged or missing goods to the transporter.
10.9.PRODUCT OUT OF WARRANTY
If within three years from the date of purchase, the product has any faults, the customer can get maintenance services with a fee. The customer can ask for a detailed repair quotation.
After three years from the date of purchase, we reserve the right to quit the support of discontinued products.