Conditions of Service/ Returns Policy

1.1 Shipping address for returns

AXRO Bürokommunikation Distribution Import Export GmbH
Schnackenburgallee 183 - 201
22525 Hamburg, Germany

1.2 RMA contact person

Anke Jürgens
Tel.: +(49) 40 54 711 – 245+(49) 40 54 711 - 246

Christin Hoff
Tel.: +(49) 40 54 711 – 735+(49) 40 54 711 - 746

Email: rma@axro.de

2.1 Please check the following when receiving deliveries:

• Please check contents on receipt of delivery (number of packages, pallets, shipping documents, correct delivery address)
• Any discrepancies or damages must be noted on the consignment note
• ‘Conditional’ goods receipts cannot be considered and must be reconciled with a delivery note

2.2  Incoming goods without an RMA number will not be processed, and will be returned at the customers cost with an additional processing fee of €30

2.3  Open items must be sufficiently packed (e.g. toner cartridges must be packed separately and dust-tight)

Erroneously ordered goods will only be credited if returned in saleable condition. The packaging must not be damaged, taped, labelled, etc. Otherwise these goods will be returned to you freight collect. Do NOT write the RMA number onto the original packaging of the product.

• Goods returns will be devalued by min. 10% per item.
• We are unable to accept the return of goods with a shelf life of less than six months and end of life products, or goods purchased specifically for that client
• Returns of items contained in deliveries older than 4 weeks cannot be accepted

• Please report unordered goods deliveries immediately, but not later than three days after receipt online.
• Please simply refuse receipt of the delivery if the goods were cancelled (only if the entire shipment was cancelled).

• Please report discrepancies to our service department immediately. We will deal with the discrepancy as soon as possible.
• Please note that specific documents are necessary when reporting quantity discrepancies (e.g. an affidavit). Once three days have elapsed without a report, we will assume that the recipient has received the goods listed on the packing slip.

• Where damaged goods are received, the damage must be noted on the consignment note and acknowledged by the carrier on same
• Please make sure to report damage immediately or latest within three working days online to our service department.
• We will need the following information to be able to process your damage notification:

1. Delivery note/ invoice for damaged goods
2. Damaged items
3. Photographic proof of the damage
4. Copy of the delivery note with damage notes

It has been our experience that the insurer will be within his rights to refuse liability for visible transport damage not noted on the consignment documentation.

Hidden transport damage that only becomes apparent after a detailed inspection of the packed item or pallet must be reported immediately online to our service department. Please note the following deadlines:

1. For oversea shipments within 3 working days of cargo discharge
2. For national truck shipments within 3 working days of cargo discharge
3. For international truck shipments within 7 working days of goods receipt
4. For airfreight shipments within 14 working days of goods receipt

We will need the following information to be able to process your damage notification:

1. Delivery note/ invoice for damaged goods
2. Damaged items
3. Photographic proof of the damage

Once you have filled in all required data in the online tool, you will receive a return shipping note with an RMA number. This document MUST be included with the return shipment.

Forms and test printouts must be included in the shipment -> for PCUs and imaging units, an SMC protocol must be included as well.

All items must be packed securely and sufficiently (e.g. leaking goods MUST be packed dust-tight), and must be shipped FREE OF CHARGE back to us.

The purchase date must not be older than 6 months in the past, and any items with an operating mileage of more than 70% will not be accepted.

Any goods for which a warranty claim has not been approved will be available for collection for 14 days (where required, these goods can be dispatched against a shipping flat-rate of €10.00).

If products of the following brands are involved, we would like to point out your option to contact the manufacturer directly with complaints.

In many cases, this option will produce faster results.

Xerox Hotline Germany       0180 50 04 39 2

Konica Minolta Germany     0180 50 05 76 8

OKI Hotline Germany          01805 65 44 35 7

DELL Hotline Germany       069 9792 7200