Contents

  1. Request for credit note (return of material)
  2. Warranty return
  3. Repair
  4. Firmware/software update
  5. On-site troubleshooting
  6. Troubleshooting/Online assistance
  7. New module upgrade procedures
  8. Billing

Note: All prices stated in these conditions are exclusive of VAT.

 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

Return 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, or if the module has been opened. Nor does the warranty apply if the product has been transformed, if it has been subjected to improper maintenance (open casing, oxidation, etc.), if it has suffered damage due to natural external causes (lightning, frost, humidity, water infiltration) or if it has suffered damage due to accidental external causes (fall, fire, overvoltage, incorrect control, etc.). Damage caused by use not in accordance with our instructions, or any other cause unrelated to the Domintell hardware or software, is not covered by this warranty.

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

 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:

  1. Purchase of a new module (at the customer's usual commercial conditions)
  2. Purchase of a refurbished module, charged at 75%, if available
  3. Repair of the module
    1. 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
    2. execution of the repair, within the communicated deadlines, upon receipt of the written acceptance of the estimate at support@domintell.com
    3. 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 Service Department, either by telephone on +32 67 88 82 50, or by e-mail 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: €95/hour or €300/half-day (4 hours), with any hour started being invoiced. In the case of configuration, a half-day fee will be charged, unless the size of the installation or the complexity of the requested configuration requires more.
  • Travel costs: 0.70€/km based on Google Maps, with a minimum charge of 70€.
  • 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:

  1. Purchase new module (at the customer's usual commercial conditions)
  2. Purchase refurbished module, charged at 75% if available

 6. Troubleshooting/Online support

All requests for online troubleshooting/assistance must be made by telephone to +32 67 88 82 50 or by e-mail to support@domintell.com. Direct assistance may be provided via remote control of the customer's PC using AnyDesk software.

  • By telephone: each intervention is invoiced at €70.00 per 30-minute call. The first 30-minute call starts after a reminder from our employee and verbal agreement from the customer.
  • By e-mail: each intervention is invoiced at €70.00 per 30min of actual intervention on an installation (remote programming, configuration advice, research work, etc.). The first 30-minute period invoiced starts after a price reminder from our employee and written agreement from the customer.

Billing

  • If the error is clearly related to Domintell, the intervention is free, otherwise the intervention will be paid
  • Payment by bank transfer on invoice sent by e-mail.

If the problem is linked to a faulty module, the module can be repaired, if possible. Otherwise, the customer can choose between :

  1. Purchase new module (at the customer's usual commercial conditions)
  2. Purchase of refurbished module, invoiced at 75%.

7. New module upgrade procedures

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
  • ...

8. Billing

Each order is invoiced on the day of order confirmation.