RMA - reclamation created
Manual for making claims and their quickest clear
For the problem-free and quick solution of your claims, please use the CLAIMING FORM - RMA PROTOCOL. An XLS (EXCEL) version is available. Fill-in all the essentials and send it by e-mail to the address reklamace@arles.cz, claims@arles.cz .
You will be allocated an RMA number. Mark the claimed item with this number code and send it to our address. It is recommended to mark the box with the inscription CLAIM for easier categorisation upon receipt at our warehouse.
RMA number and complaint handling method for a Buyer who is a dealer or who is not a consumer (we recommend the same approach for a Buyer who is a consumer).
- An RMA number is an identification number that is necessary for the start of a complaint process. Under this number a Buyer who is a dealer or a Buyer who is not a consumer may track the status of the complaint for the duration of the complaint process.
This number may also be requested by a Buyer who is a consumer, but for successful handling of a complaint it is not necessary, it does not apply even to the complaint process described below.
- A Buyer who is a Dealer or a Buyer who is not a consumer can have an RMA number assigned by e-mail, by telephone or in person at the Seller's complaint department.
- The RMA number will then be assigned to the Buyer who is a dealer or the Buyer who is not a consumer by the subsequent business day at the latest.
- The Buyer may also make use of the option of delivering the goods that are the subject of the complaint to the complaint department in person. The RMA number will then be assigned directly at the location, at which the complaint record will also be completed.
- The Complaint record, which is also an application for assignment of an RMA number, can be downloaded by the Buyer on the Seller's website.
Complaint process with an assigned RMA number for a Buyer who is a Dealer or a Buyer who is not a consumer
(we recommend the same approach for a Buyer who is a consumer)
- Following the assignment of the RMA number, the Buyer who is a dealer or the Buyer who is not a consumer shall dispatch the goods together with the complaint record via a courier services to the address of the Seller's complaint department.
- The Buyer who is a Dealer or the Buyer who is not a consumer is required to write clearly on the parcel the text "RMA" in a separate field of size at least A5 and the respective RMA numbers.
- If there are multiple goods that are the subject of the complaint within a single package, the Buyer who is a Dealer or Buyer who is not a consumer is required to write clearly the RMA number(s) of the individual goods inside the package and to state all of the RMA numbers clearly on the shipping package. The parcel must contain the complaint record with the completed RMA number and a description of the defects in the goods that are the subject of the complaint.
- Goods that a Buyer who is a dealer or a Buyer who is not a consumer sends to the Seller that do not have an assigned RMA number or which are sent without a complaint number may be returned to the Buyer by the Seller at the Buyer's expense.
- The Seller shall send repaired goods or replacements to the Buyer at the Seller's expens
- If the goods that are the subject of the complaint are not sent within 10 business days following the assignment of the RMA number, the RMA number will be cancelled, and the Buyer will need to request a new one.
- The Seller is authorised to accept for the complaint process only complete goods (including accessories, cables, etc.). When goods are sent by post, they most be in an appropriate package (box, anti-static package, soft lining, etc.). The goods may be sent to the Seller by a courier service.
The Seller shall not under any circumstances accept goods sent for this purpose for cash on delivery!
