Contents
- Request for credit note (return of material)
- Warranty return
- Repair
- Firmware/software update
- On-site troubleshooting
- New module upgrade procedures
1. Request for credit note (return of material)
The return of an order is only possible in the following cases and according to the terms described below.
Procedure
Request for RMA addressed to support@domintell.com with imperative mention :
- the module reference (visible on the label on the top of the product)
- the serial number of the module (visible on the barcode label)
- the precise reason for the return
- complete contact information (name, e-mail, address)
- the date of purchase (release date Domintell)
- the complete contact details of the installer (name, company name, e-mail, address, mobile phone) if the request comes directly from an end customer
Send the module to Domintell -> Rue de la Maîtrise, 9 - 1400 Nivelles.
Exclusion:
Modules purchased as part of a special offer, promotion or kit.
Trade-in value
- Less than 15 days and unopened packaging: 100% of the purchase price
- Less than 15 days, unpacked, without any trace of use, in its original packaging, properly protected and packed for shipping: 80% of the purchase price
- Less than 60 days, and unopened packaging: 80% of the purchase price
- Less than 60 days, unpacked, without any trace of use, in its original packaging, properly protected and packed for shipping: 60% of the purchase price
- Less than 6 months, and unopened packaging: 60% of the purchase price
- Less than 6 months old, unpacked, without any trace of use, in its original packaging or properly protected and packaged for shipping: 40% of the purchase price
- Beyond 6 months: no recovery
If a repair is necessary to repackage the module, the repair costs will be deducted from the credit note. If the module is returned within 15 days in unopened packaging but cannot be sold as is, a flat fee of 30€/piece will be charged for the time and materials needed to repackage it .
2. Return in warranty
The application of the guarantee is only possible in the following cases and according to the terms and conditions described below.
Duration of the warranty
Two years following the date of billing by Domintell (ten years for Masters DGQG01 and DGQG04).
Warranty exclusions
No warranty is given if the module is used in a faulty, improper or negligent installation. The warranty does not apply if the product is transformed, if it is maintained in a way that is contrary to the rules (open casing, oxidation, etc.), if it is damaged by a natural external cause (lightning, frost, humidity, water infiltration) or if it is damaged by an accidental external cause (fall, fire, overvoltage, wrong command, etc.). Also, the damage caused by a use not in conformity with our prescriptions or any other cause not related to the material or the software Domintell, are not covered by the present guarantee.
In the event of a warranty exclusion, the return will be treated as a routine repair.
Warranty coverage
At the choice of Domintell, replacement or repair covering parts and labor. Transportation and customs fees are excluded.
Procedure
Request for RMA addressed to support@domintell.com with imperative mention :
- the module reference (visible on the label on the top of the product)
- the serial number of the module (visible on the barcode label)
- the precise reason for the return
- complete contact information (name, e-mail, address, return address if different from the customer's address)
- purchase date (release date Domintell)
- the complete contact details of the installer (name, company name, e-mail, address, mobile phone) if the request comes directly from an end customer
Return the module in its original packaging or in sufficient protective packaging, complete with all the accessories supplied with the module (e.g. DTEM01 with its external sensor, DIREMIT01 with the external sensors, ...). If the returned module is not complete, the missing elements could be invoiced in case of replacement of the defective module.
Treatment of the warranty
- Replacement of the module (Exchange-Return: ERT) or repair of the module, at the choice of Domintell.
- If the warranty replacement request is made before the defective module is received by Domintell, the new module and shipping costs will be charged. Once the defective module has been received by Domintell, a credit note will be issued.
SPECIFIC CASES: Replacement of DPBX buttons and faces:
Advance questions:
- Age of the installation/buttons
- Type of push buttons (BP).
- Number of BP (number of faces and/or "cap buttons" to be replaced)
- Serial number of the modules in question? Color(s) ?
- Complete address of the facility.
- DAP file
Installation < 5 ans : Le remplacement des pièce(s) détachées est gratuit à condition que les boutons reviennent à Domintell qui acceptera/déclinera la garantie.
The new parts will be sent to the installer/end customer with invoice, if the amount exceeds 50 €. Upon receipt of the buttons and/or faces and acceptance of the warranty, Domintell will issue a credit note.
Installation > 5 years : Invoicing of spare parts (+ shipping costs + possible installation of spare parts)
Price of the button + cap (current) : 3,50€.
Face price (current):
- DPBU01-02 : 18,50
- DPBU04-06 : 19,00
- DNI01-02 : 22,00
- DNI04-06 : 22,50
- DPBT0x : 8.00
- DAXPB0x : 23,00
3. Repair
Procedure
Request for RMA addressed to support@domintell.com with imperative mention :
- the module reference (visible on the label on the top of the product)
- the serial number of the module (visible on the barcode label)
- the precise reason for the return
- complete contact information (name, e-mail, address, return address if different from the customer's address)
- purchase date (release date Domintell)
- the complete contact details of the installer (name, company name, e-mail, address, mobile phone) if the request comes directly from an end customer
Return the module in its original packaging or in sufficient protective packaging.
Treatment of the repair
Under warranty :
Will be treated as a warranty return (exchange-return)
Not under warranty:
Domintell will offer 3 options to the customer:
- Purchase of a new module (at the customer's usual commercial conditions)
- Purchase of a refurbished module, charged at 75%, if available
- Repair of the module
- preparation and dispatch of a quotation for the cost of repair within 2 working days of receipt, stating the repair time (in principle maximum 15 days) after receipt of the agreement
- execution of the repair, within the communicated deadlines, upon receipt of the written acceptance of the estimate at support@domintell.com
- Invoicing of the repair according to the estimate and of the forwarding expenses.
Modules purchased new or in refurbished condition come with a 24 month warranty.
The repair is covered by a 12-month warranty under the conditions of the warranty and for the same failure.
For non-repairable modules, if the module is under warranty, it will be replaced under warranty (exchange-return). If the module is not under warranty, the defective module will be downgraded and the customer will have the opportunity to order a new module or purchase a 75% refurbished module.
4. Factory firmware/software update
Procedure
Request for RMA addressed to support@domintell.com with imperative mention :
- the module reference (visible on the label on the top of the product)
- the serial number of the module (visible on the barcode label)
- the precise reason for the return
- complete contact information (name, e-mail, address, return address if different from the customer's address)
- purchase date (release date Domintell)
- the complete contact details of the installer (name, company name, e-mail, address, mobile phone) if the request comes directly from an end customer
Return the module in its original packaging or in sufficient protective packaging.
Processing the request
Execution of the update within one working day, provided that no other defects have been detected. If not, treatment as a repair.
The update is free, the reshipment is charged.
5. On-site troubleshooting
All requests for assistance must be made to the After Sales Department either by telephone or by e-mail exclusively to support@domintell.com.
Request for assistance addressed to support@domintell.com with imperative mention :
- Detailed description of the problems
- Name of the installer and/or end customer and contact information (name, company name, e-mail, telephone, address(es))
- If billing, billing information
- Address of intervention
- Confirmation of the presence of the installer
- DAP file
An RMA number will be assigned to this repair, which will include all actions taken during the intervention as well as the repairs/purchases of modules involved in the failure.
Billing
- Labor costs: 80 €/hour or 250 €/half day (4 hours), knowing that every hour started is charged. In case of configuration, a half-day fee will be charged, except if the size of the installation or the complexity of the requested configuration requires more.
- Travelling expenses: 0,50€/km based on Google Maps, with a minimum of 50€.
- If the error is clearly related to Domintell, the intervention is free, otherwise the intervention will be paid
- If final customer, payment in cash or by card on the spot.
If the module is defective, it will be repaired on site, if possible. If not, the customer will have the choice between:
- Purchase new module (at the customer's usual commercial conditions)
- Purchase refurbished module, charged at 75% if available
6. Procedures for upgrading new modules
For any upgrade situation (from an old module to a new generation module), the customer will benefit from a 25% discount according to the following conditions:
- The customer orders the new module (new generation). This order will be invoiced (100%) at the customer's purchase price.
- The customer replaces the old module with the new one (according to the terms and conditions prescribed by Domintell, for more information, contact the After-Sales Service Department at support@domintell.com)
- The old module is returned to Domintell
- The old module will be analyzed and its operation will be validated
- If functional, a credit note will be issued for 25% of the purchase price of the new module.
Modules that may be subject to an upgrade:
- DD500/DD750/DD1000/DD75 -> DD400L
- DETH02 and/or DETH03 -> DNET01 (for the return of the DETH02 and DETH03, the customer always benefits from only 25% discount on the purchase of the DNET01, and not 50%)
- DGQG01 -> DGQG04 (if the DGQG04 replaces a DGQG01 + DETH02 and/or DETH03, the customer still only gets a 25% discount on the purchase of the DGQG04, not 50%)
- DDMX01 -> DDMX02
- DTSC01/02/03/04 -> DTSC05
- ...
