RMA & Returns

It may happen that a product becomes defective or was ordered incorrectly. We are here to assist you in these cases as well.

How do I submit an RMA?

All defective products, whether related to warranty, DOA, or damage, must be reported via our website. You can use our RMA form for this purpose, which is available in your account overview on the left-hand menu. After receiving your request, our colleagues will review it and decide whether the product needs to be returned. Once your request has been processed, you will see it in your active RMAs on the website. You will also receive an email confirmation with all return instructions included.

Besides using the form on our website, it is also possible to submit RMAs via our API. This allows you to integrate RMA requests directly into your own CRM package. Full technical documentation, including sample scripts, can be found here. If you still have questions afterward, you can always contact us at connect@complies.nl.

General RMA and Return Conditions Complies B.V.

• Without an RMA number, an RMA cannot be submitted or processed, which may result in refusal.
• RMA requests must always be submitted via the webshop (or via the API).
• Note: Always submit an RMA to us first or contact our RMA department before submitting directly to the manufacturer. Manufacturers do not always accept direct requests and may charge investigation fees. If it is faster to handle your RMA directly through the manufacturer, we will of course inform you.
• RMA requests are processed within 24 hours on business days and you will be notified of the status by email.
• Products must be handed over to the carrier within 5 business days after approval.
• Complies provides a free return label after approval. Any other shipping method is at your own expense. Products must be returned by you, not by your end customer, because you are responsible for assessing and describing the issue. Note: the return label is valid for one parcel only. If you need to return multiple parcels, please contact rma@complies.nl or request a separate label for each RMA.
• The email will also include instructions on where to drop off the package.
• Returns must be properly packaged. If packaging is inadequate and results in damage, the customer will be held liable. Complies decides whether packaging is adequate.
• The return label we provide contains all information necessary for fast and correct processing. If you choose to arrange shipping yourself, make sure the RMA number and your sender details are clearly visible on the outside of the package.
• Incomplete requests or return shipments may cause delays and €9.95 administration fees.
• Yours/Laptop warranties must be registered within 8 days of the end customer’s invoice date.
• Software is always excluded from returns.
• Damage caused by misuse or careless handling is not covered by standard warranty. This is known as Customer Induced Damage. Examples include drops, impact damage, liquid damage, excessive pressure or bending, forcing connectors, or using non-original parts or accessories. Our RMA department will assess returned products for such damage. If it is determined that this damage contributed to the defect, warranty will not apply. Repairs outside warranty are only carried out when spare parts are available and will incur costs. If you decide not to proceed with the repair, the product will be returned unrepaired, and €12.50 shipping costs may apply.
• To speed up the return process, please include a copy of the end customer’s invoice.
• Warranty and return conditions are stated per product on your invoice.
• If our RMA department finds no defect, investigation fees between €12.50 and €29.95 will apply, depending on the time and effort involved.
• We aim to support you in this less enjoyable part of business as best as possible. By submitting an RMA, you agree to our terms.
• All amounts are excluding 21% VAT.
• For further questions, please contact our Technical Service/RMA department at rma@complies.nl or by phone after 1:00 PM at 0592-340 350.

DOA

• DOA stands for Dead On Arrival and applies to products that are found defective upon first use by the dealer or end customer.
• The DOA period of 30 days starts from the Complies invoice date.
• The product must be complete, including original packaging with serial number.
• The product must be completely undamaged.
• Foils and other packaging materials must be present.
• The product will be credited if the defect is confirmed. Software, driver, or BIOS issues are excluded.
• A request can always be rejected afterward.
• You must order a replacement product yourself.

Defects Within Warranty

• The Complies invoice determines the warranty period.
• Complies decides whether a product will be repaired, exchanged, or credited.
• We strive to credit as many RMAs as possible.

Incorrectly Ordered or Delivered

• Telephone order – mistake by Complies = free of charge.
• Telephone order – wrong product communicated by customer = €12.50 restocking fee, max €50.
• Products must be unused and packaging unopened.
• Returns must be reported or shipped within 14 days.

Reporting Damage or Missing Items

• Any damage or missing items must be reported within 48 hours of delivery via WhatsApp 06-1839 5265 or your account manager. Failure to do so may exclude compensation or replacement.
• Damage upon delivery must be reported to the driver immediately. The driver will note the damage, or the shipment must be refused. Failure to do so may exclude compensation or replacement.
• Always include a photo of the packaging and product with your report.
• Once approved, the product can be returned.
• Replacements will be sent immediately after approval.
• Reports made after 48 hours will not be processed.

Repairs Outside Warranty

• Requests via email to rma@complies.nl.
• After RMA department approval, the product can be returned for a quotation.
• Quotation fees range from €25 to €75.
• Shipping costs are the customer’s responsibility.

RMA and Returns for Dropshipments

If you use our dropshipping service, some exceptions apply compared to our standard RMA and warranty procedures.

Right of Withdrawal in Dropshipments

Deliveries to consumers (B2C) are subject to different rules than business deliveries (B2B). Complies treats dropshipments as B2B deliveries. You are responsible for complying with legal requirements in B2C. We only accept incorrectly ordered products if they are in perfect, unused condition. A restocking fee of 10% applies, up to a maximum of €50. If you use our RMA return label, we also charge €9.95 for the return shipment.

Processing Returns in Dropshipments

To keep costs low and promote sustainability, Complies allows your customer (the consumer) to return products directly to us. You can forward our RMA return label to your customer. However, you are expected to have spoken to your customer first and confirmed the reason for the return. Always include this reason in your RMA request. We charge €15 investigation costs for this service.

Complies does not contact the consumer. Any findings from the return process will always be discussed directly with you. Since you did not see the product yourself, you agree to be bound by our assessment.

Data and Backup

The customer is always responsible for securing and safeguarding their data and software, including making backups. Complies accepts no liability for data loss or software damage, regardless of cause.

Manufacturer Warranties

Each manufacturer applies its own warranty terms. To ensure efficient handling, RMAs at Complies are grouped and sent to the manufacturer in batches. This may sometimes cause delays if your RMA does not immediately align with a batch.

Conditions apply from invoice date 01-11-2017 and are not retroactive.