Refund and returns

Information

Even after you’ve made a purchase, we’re still available. This page will highlight critical details so you can easily and quickly learn about refunds and return policies. Email us at info@infomaas.com if you have any further questions.

We strive to make the entire process as simple and quick as possible for the client, from accepting a defective item to returning a repaired or new item. Given the current state of technology, it is impossible to ensure that all hardware and software components listed in the price list are mutually compatible and 100% correct.

It is only possible to replace parts after possible defects are investigated. All complaints sent by parcel delivery must be securely packed in a cardboard box. The company Infomaas d.o.o. will not accept claims that the goods were inadequately packed or suffered obvious mechanical damage during transport. Such complaints shall be returned to the sender at the sender’s expense.

Only complaints with the provided invoice and warranty card as the only evidence of purchase are accepted. Card slips or other similar confirmations cannot substitute a receipt.

Eligibility and Timeframe

Within 14 days of the contract’s conclusion or after receiving goods, buyer may unilaterally and without cause terminate this agreement. Companies are not eligible for returns.

Timeframe for refund and returns

Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition as you received it. It must also be in the original packaging.

Non-returnable item:

Gift cards
Software

To complete your return, we require a receipt or proof of purchase. There is a certain situation where only a partial refund is granted.

Warranty

What is a guarantee?

Every consumer is entitled to the guarantee provided with their purchased goods.

One of the consumer’ fundamental rights is the ability to seek a warranty. Following receipt of the purchased items and issuance of the invoice, the consumer has the right to use the warranty. The rights and obligations resulting from the business/customer relationship concerning the purchased items are immediately activated by the invoice, similar to the sales contract.

With a corresponding complaint form given out by the service technician when picking up the items, it is feasible to pick up a replacement item. Please carefully study the guarantee implementation instructions to ensure that there are as few obstacles as possible.

Extended warranty

Some manufacturers provide extended warranties.

All manufacturers, retailers, and wholesalers must follow the warranty duration’s required by the law. Infomaas d.o.o. forwards the supplier’s warranty, and we often have no control over extended warranties. Check the type of warranty when you receive goods and check whether there is an additional process for exercising the right to extended warranty.

Cases that the warranty does not cover

The following situations are not eligible for the warranty:

Breakdowns caused by improper and careless handling.
Damage caused by improper use, connecting to energy sources not recommended in the user manual
Using the device in environments with inappropriate humidity and temperature results in condensation, which can cause component failure.
Defects and malfunctions brought on by unauthorized third parties repairing service.
Mechanical components damage, such as breaks, scratches, and cracks.
A variety of damage incurred during shipment due to improper product packaging.
Defective assembly and use that results in damage.
Warranty labels with damage or tears. Warranty labels on finished setups are not included in this. If you take the stickers off the finished setups, you have a warranty for each component.

Conditions and Requirements

Warranty conditions and requirements outline the specific terms that buyer must meet to qualify for warranty coverage on a product. They specify what situations are covered, the duration of the warranty, and any obligations or limitations imposed on the customer or manufacturer. These conditions and requirements can vary depending on the type of warranty, the product, and the manufacturer, but here are some common elements:

Proof of purchase: Typically, buyer are required to provide a valid proof of purchase, such as a receipt or invoice, to establish the product’s warranty eligibility. This proves that the customer is the original purchaser and that the warranty hasn’t expired.
Warranty period: The duration of the warranty coverage is clearly specified. Two years warranty period starts upon payment of bought items or by delivery date.
Product registration: Some manufacturers may require buyer to register their product within a specified timeframe to activate or extend the warranty. Failure to register may limit or void warranty coverage.
Intended use: buyer are often required to use the product as intended and described in the product documentation. Misuse, abuse, or modifications may void the warranty.
Maintenance and care: Proper maintenance and care instructions provided by the manufacturer must be followed. Neglecting regular maintenance may affect warranty coverage.
Unauthorized repairs: Unauthorized repairs or tampering with the product by a non-authorized service provider may void the warranty. Buyer are required to seek repairs from authorized service centers.
Exclusions: Manufacturers often list specific situations or conditions that are not covered by the warranty. This may include damage due to accidents, natural disasters, acts of God, or damage caused by unauthorized accessories.
Return of defective products: buyer may be required to return the defective product to the manufacturer or an authorized service center for inspection and repair. Shipping or handling fees may or may not be covered by the warranty.
Limitation of liability: The manufacturer may specify its liability limits in the warranty conditions, ensuring they are not responsible for indirect or consequential damages.
Warranty claim process: Clear instructions on how to file a warranty claim should be provided. This may involve contacting buyer support, providing proof of purchase, and following the manufacturer’s instructions for returns or repairs.
Voiding the Warranty: Manufacturers will typically detail actions or circumstances that void the warranty, such as removing a product’s serial number, using incompatible accessories, or not complying with stated conditions.

It’s crucial for customers to read and understand the warranty conditions and requirements before purchasing a product. Adhering to these terms is essential to ensure that any potential warranty claims are valid and honored by the manufacturer. If there is any uncertainty or concerns, it’s advisable to contact the manufacturer’s customer support or consult the product’s documentation for clarification.

Initiating a Return/Refund

Initiating a return or refund is the process by which a customer requests to send back a product they have purchased from a seller or retailer and receive either a refund of their payment or a replacement product. This process is governed by the Infomaas seller’s return policy and can vary. Here are the general information involved in initiating a return or refund:

Review Return/Refund Policy: buyer should start by reviewing the return/refund policy provided by the seller. We outlined the conditions and guidelines for returns and refunds, including timeframes, eligibility criteria, and any associated fees.
Contact customer support: If the buyer wishes to proceed with a return/refund, they should contact the Infomaas customer support via phone +385 21 282723 ot by email: sales@infomaas.com. Customer should provide their order details and a clear explanation of the reason for the return or refund request.
Receive return authorization (if required): In some cases, the seller may issue a return authorization or return merchandise authorization (RMA) number. This number is essential for tracking the return and ensuring that the process proceeds smoothly. The buyer may receive this authorization via email or as part of their communication with customer support.
Package the product: The buyer should carefully package the product to be returned, ensuring it is in its original packaging (if possible) and includes all accessories, manuals, and components. It’s essential to follow the seller’s instructions for proper packaging to prevent damage during transit.
Label the package: The buyer should clearly label the package with the provided RMA number or any other information as instructed by customer support. This helps the seller’s staff identify and process the return efficiently.
Ship the product: The buyer is responsible for shipping the product back to the seller. The cost of return shipping may vary based on the seller’s policies.
Tracking and proof of return: It’s advisable to use a shipping method with tracking to monitor the return shipment’s progress. Retain a copy of the tracking information and any proof of return (such as a receipt) for your records.
Inspection and processing: Once the seller receives the returned product, we will inspect it to ensure it meets the return/refund criteria specified in policy. If the product is in satisfactory condition and complies with requirements, we will process the refund or exchange.
Refund or exchange: Depending on the buyer request and the seller’s policies, customer will receive a refund or a replacement product. The time it takes to receive a refund may vary based on seller’s processing times.

It’s essential for customers to understand the return/refund policy of the seller and adhere to the outlined procedures. This will help ensure a smooth and successful return or refund process. In cases of uncertainty or disputes, customers can refer to consumer protection agencies or contact their credit card company or payment processor for assistance.

Return

After you have contacted the Infomaas customer support via phone +385 98 674122 or by email sales@infomaas.com , you can proceed with return.

To return your product, you should ship it to sellers address: Infomaas d.o.o., Ul. Antuna Branka Šimića 17, 21000 Split, Croatia.

Buyer is responsible for the shipping return costs. Shipping returning costs are non-refundable.

If you are returning expensive items, we suggest that you consider using a trackable shipping service or even purchase a shipping insurance.

Refunds

Once your return is received and inspected, we will send you an email notification that we have received your item, and provide you with information on the approval or rejection of refund request.

If you are approved, refund will be processed within a 14 days.

Late or missing refunds

If you have not received your refund, please contact us at sales@infomaas.com.

Exchanges and Replacements

Exchanges

Infomaas does not offer exchanges.

Replacement

We only replace items if they are defective or damaged. If you want to exchange it for same item, send us an email at sales@infomaas.com and send your item to: Infomaas d.o.o, Ulica Alojzija Stepinca 53, 21000 Split, Croatia.

Device repairment

The warranty is a service bundled into the cost of every purchase. Therefore, we try to settle warranty claims more rapidly than the legally required time frame.

The authorized service center listed on the warranty card must receive the defective product if it occurs during the warranty term.

The warranty does not apply if a product malfunctions due to improper use. The authorized repairers indicated on the warranty card are responsible for providing maintenance and selling new parts for the product that has been purchased.

Cancellation Policy

Within 14 days of the contract’s conclusion or after receiving goods, the consumer may unilaterally and without cause terminate this agreement. Companies are not eligible for cancelation.

Consumer have the ability to cancel, by filling the agreement available bellow. Countdown starts with delivery date or the day on which you personally pick up the package.

The consumer must give the merchant written notice that he is canceling the contract to exercise his right to unilateral termination. The notification must be sent in the form below, written or sent by email. Except for the actual costs of returning the products, the consumer will not be responsible for any associated charges if he exercises his right to unilateral termination.

Only after the items have been received by us, we can issue a refund.

Without delay, we will email you to confirm that we have received the notification of the unilateral termination of the contract.

You can download the form for unilateral contract termination below:

Webshop-Termination-of-the-contract Download

Customer Support

Contact us at sales@infomaas.com for questions related to refunds and returns, add. Provide contact information for customer support, should you have questions or issues.

Legal

Dispute resolution

The seller and the buyer will try to resolve all disputes, and in case of failure, the court at the place of the Seller’s seat is competent.

The European Commission’s online dispute resolution platform enables the resolution of disputes related to purchases, both at home and abroad. You can file your complaint in a faster and simpler way at the link below, and the complaint can be filed in any of the 23 official languages of the EU.

Access to the platform:

http://ec.europa.eu/consumers/odr/

Objections and complains

We are grateful for every comment you give us, regardless of whether it is criticism or praise.

Objections

Phone: +385 98 674122
E-mail: info@infomaas.com
Working hours: Monday to Friday from 8 a.m. till 4 p.m.

Submission of a written complaint

In accordance with Article 101 EU2015/2366 Section 2, “2. Member States shall require that payment service providers make every possible effort to reply, on paper or, if agreed between payment service provider and payment service user, on another durable medium, to the payment service users’ complaints. Such a reply shall address all points raised, within an adequate timeframe and at the latest within 15 business days of receipt of the complaint. In exceptional situations, if the answer cannot be given within 15 business days for reasons beyond the control of the payment service provider, it shall be required to send a holding reply, clearly indicating the reasons for a delay in answering to the complaint and specifying the deadline by which the payment service user will receive the final reply. In any event, the deadline for receiving the final reply shall not exceed 35 business days.”

We are informing buyer that they can submit a complaint expressing their dissatisfaction with the purchased product or the quality of our provided service by writing to our address: Infomaas d.o.o. , Ulica Alojzija Stepinca 53, 21000 Split, Croatia or by emailing to the address: info@infomaas.com. We will give our best to deliver a written response to a received complaint within 15 (fifteen) days from the date of receipt of the written complaint, so please provide us with your contact address for the delivery of the response to your complaint.

Submission of a written praise

At Infomaas, we like to know if we’re going in the right direction and making good decisions to improve your user experience. If you are satisfied with our online store, we would appreciate your spare time to send us an e-mail with praise to the mail address: info@infomaas.com