Since it's been a way-too-common question lately, here's a check list for returning things to us for service. First, the short version:
- include all parts
- include a letter
- (outside EU) declare low value for defective goods (no matter if under warranty or not)
- (outside EU) declare return goods
Fully explained: Please include everything that we need to replicate the fault, and also include all accessories in the original box. We may just exchange your return for a new unit, and it's always easier if we have everything back that you got from us.
Please include a description of the fault. It is not enough to write something like "as discussed in the forum" - that's taking up too much time of the technician to look for the error description. Your package should be complete, and the technician should have all information when opening the parcel. If such a description is not complete or even missing, your parcel might be sitting here waiting to be worked on for a very long time. Our staff has clear instructions not to look for a fault if there is no description, because that is too time-consuming. On the other hand, don't be too verbose - keep your description short. We prefer a simple step-by-step description of how to replicate the fault.
Please use a tracked and insured parcel service. Even if the unit is defective or not completely working as you expect it, a possible loss should be covered by the shipping company's insurance.
If you're sending from outside the EU, declare zero value, and clearly mark the parcel as "return goods". Since the returned unit is defective, it can't possibly have any value. For shipments from outside the EU, a high value declaration will most certainly result in us needing to pick up the parcel at the customs office, which is more than two hours round-trip (plus the time waiting in line until one of the counters is free). Another alternative would be to have the import papers completed by an agent, which costs us well over 60,- EUR per parcel. We therefore recommend to complete the customs declaration in line with the truth: A defective piece of computer equipment has a remaining value of 5,- EUR or whatever equivalent that is in your currency. With this declaration and the description "defective computer part for repair", your parcel will smoothly pass customs and arrive here with no delays. We will charge for extra time that we need to spend to get a parcel through customs if the contents are over-declared, or only a low value, but not "return goods" has been declared.
If you're sending something back for a refund (revocation), please clearly mark the goods as "return goods, originating from Germany", otherwise we'll have to pay import VAT that we'd have to deduct from the amount we're refunding you. Since the German postal service charges fees on top of that, we'll have to charge you for these fees.
Last not least: The address. We're a small business. Although some of our developers are working from home, we only have a single address:
individual Computers Jens Schönfeld GmbH
Im Zemmer 6
52152 Simmerath
Germany
