RMA – Return Merchandise Authorization
To process your complaint request, we kindly ask you to submit all RMA cases exclusively through our online RMA portal at the following link:
Warranty Processing Guidelines
1. Duty to Inspect: You must check the delivered or picked-up goods immediately for accuracy, completeness, and any delivery damage. For freight deliveries, any externally visible delivery damage must be noted on the delivery receipt by the carrier. Delivery damages, incorrect, and incomplete deliveries must be reported within 5 working days from the date of receipt. Complaints can only be submitted through the ticket portal.
2. We will inform you about the further process after receiving the RMA.
3. RMA submissions without an RMA number cannot be processed; we will return them to you at your expense.
4. The RMA number must be clearly marked on the package and also included in your accompanying letter / delivery note. Please ensure that you use the original packaging, as well as a suitable outer box and filling material when shipping the goods. Please note that the devices must always be sent back with the complete accessories.
5. Complaints and possible costs: Please understand that we must charge a processing fee of € 25,- if no fault can be found with the returned goods. The costs for processing third-party manufacturers / suppliers may differ from the charged € 25,-.
6. Returns for credit – Incorrect or wrong delivery: Please be aware of your duty to inspect within 5 working days; after this period, the goods are considered accepted without objection, and any complaint regarding this will expire. A conversion to credit is only possible within two weeks of receipt.
7. Returns for credit: Since returns due to project changes and incorrect deliveries in the B2B sector are not provided for, we may offer you a goodwill return. We have not factored in the restocking costs (inspection, handling, credit note creation, etc.) in our sales margin for the best possible purchase price. Therefore, we inform you that we will deduct a handling fee of 25% of the net product value from the credit note. No returns are possible after 6 months.
8. IMPORTANT: Custom-made goods, e.g., special lights, or powder-coated lights according to customer specifications, battery cabinets, system technology, and batteries (…) are excluded from exchange.
9. Transport damages: Please check your ordered goods immediately upon receipt for completeness, transport damages, or other defects and report them to GSYSTEMS without delay. If a complaint is not made within 5 working days of receipt by the customer, the delivery is considered contractual, unless the deviation was not recognizable despite careful examination. Visible transport damages or shortages upon delivery must also be noted on the carrier's receipt in accordance with § 438 HGB.