Complaint and Return Conditions

Our Claim and Return Conditions for Reseller and Retailer

Our first concern is constantly high product quality that meets the highest demands. However, unfortunately, we are also not exempted 100% from Monday products and other defects, why we ask you to agree in the following rules unless otherwise stated.

Applicability

The following terms and conditions for the processing of claims and returns apply to all ' return requests ' and ' return - offers ' if not agreed otherwise (in writing). Stracke Supplies GmbH (hereinafter referred to as “PriSu24”) is mentioned as the consignee of returned goods. As PriSu24 is an exclusive webshop for B2B-dealers, all customers registered at Prisu24 use the goods purchased from us for commercial purposes are hereinafter referred to as "dealers".

Overview

• § 1. Requirements for the processing of claims
• § 2. Terms of return by incorrect orders by the dealer
• § 3. Terms of return for defective or damaged products
• § 4. Terms of return for damages during transportation, wrong deliveries or short deliveries

§ 1. Requirements for the processing of claims

§ 1.1. Claims are dealt with only after you have completed the return form in our web shop or alternatively as an Excel file (from 10 products, must first be obtained from us) and you have received an RMA number from PriSu24. Returns sent to PriSu24 without prior notice will be rejected and not processed.

§ 1.2. The reason for your claim must be specified in detail before it can be processed.

§ 1.3. Returns must be packed individually, either as a parcel or pallet, and returned at your own cost to PriSu24 (Address: STRACKE SUPPLIES GmbH, Heidreger Ring 33, 25436 Moorrege, Germany).

§ 1.4. In case of a valid claim the purchase price is refunded to the customer. Replacement deliveries are not made.

§ 1.5. Costs for not pre-paid return deliveries will not be taken over by PriSu24.

§ 1.6. The returned goods must match with the claimed articles.

§ 2. Terms of return by incorrect orders by the dealer

§ 2.1. A return request is only possible within six months after the invoice date and if the product has been purchased and delivered by PriSu24. The redemption of original packaged products in the case of incorrect orders by the customer can bee seen as a good from our side. According to our General Terms and Conditions there is no commitment from our side to take them back. Third party goods are held for collection by the dealer for a maximum of tweo weeks, after which they will be disposed.

§ 2.2. Products can only be returned if they are originally packed and 'unused'.

§ 2.3. The packaging must not be damaged and/or covered with stickers, labels and/or foils or imprints.

§ 2.4. Special offers, and/or products from special promotions and/or products that have been ordered specifically for the customer, are not returnable.

§ 2.5. Claims can only be processed if a completed return form has been submitted to PriSu24. In addition to the reason for the return (in this case incorrect orders by the customer), the products are specified with both the serial number and PriSu24 item number that we need as well as the exact quantity and any order reference (order number / delivery note number / invoice number / own order reference number, if specified by the B2B-dealer during order process).

§ 2.6. You can find the returns form here in our webshop.

§ 2.7. In case of a return request between receipt of the goods and three months after the invoice date, the compensation will be up to maximum 80% of the current price of the product on the date the returned goods are received.

§ 2.8. Returns request made three months after the date of invoice will be compensated at maximum 50% of the current price of the product on the date the returned goods are received.

§ 2.9. No returns will be accepted after the expiry of six months after the invoice date (in case of an incorrect order by the customer).

§ 2.10. For returns with individually labelled goods (labelling service by PriSu24) we have to charge the labelling price again to repack the item again neutrally. Since we can not continue to use the individual labelled cartons we have to pass on to the seller the costs for it (only in case of an erroneous order by the customer ).

§ 2.11. . Returns must be packed individually, either as a parcel or pallet, and returned at your own cost to PriSu24 (Address: STRACKE SUPPLIES GmbH, Heidreger Ring 33, 25436 Moorrege, Germany).

§ 2.12. Products can only be returned after PriSu24 has assigned a returns number which will serve as a reference for further processing. You will receive this number as soon as you have completed and submitted the return form in our web shop.

§ 2.13. Returns sent to PriSu24 without prior notice will be rejected and not processed.

§ 2.14. After the return has been received by PriSu24, the goods will be inspected and compared with the return request. If the returned goods match the request and the claim is valid, credit will be granted according to the above terms and conditions.

§ 3. Terms of return for defective or damaged products

§ 3.1. A return request is only possible within six months after the invoice date and if the product has been purchased and delivered by PriSu24. Third party goods are held for collection by the dealer for a maximum of two weeks, after which they will be disposed.

§ 3.2. Claims can only be processed if a completed return form in our webshop. has been submitted to PriSu24. In addition to the detailed information about the defective product (reason/error), the products are specified with both the serial number and PriSu24 item number that we need and the exact quantity. If no order reference is specified, we will refund on the basis of the average price paid by the B2B-dealer over the past 16 months.

§ 3.3. Defective goods can only be returned after PriSu24 has assigned a returns number and give you the clearance for delivery. The return no. (RMA-No.) will serve as a reference for further processing. You will receive this number as soon as you have completed and submitted the return form in our web shop.

§ 3.4. Returns must be packed individually, either as a parcel or pallet, and returned at your own cost to PriSu24 (Address: STRACKE SUPPLIES GmbH, Heidreger Ring 33, 25436 Moorrege, Germany).

§ 3.5. Defective goods can be picked up by a delivery service (organized by Prisu24) for a charge of 4,90€ (net) in case of collection from Germany and 12,00€ (net) in case of collection from any EU-Country..

§ 3.6. Returns sent to PriSu24 without prior notice will be rejected and not processed. Returned products which have not been declared on the return form will be disposed and not processed.

§ 3.7. Third party goods and products that are not eligible for compensation will be disposed and not returned to the dealer.

§ 3.8. Products delivered by PriSu24 more than 16 months before the receipt of the return request are not returnable.

§ 3.9. Your claim will not be processed unless we receive a detailed description of the damage.

§ 3.10. All defective products must be individually wrapped and sealed. Leaking inks and toner cartridges, which are not sufficiently packaged and sealed, will be disposed by PriSu24 and not refunded.

§ 3.11.If the poor quality of the printout is stated as the reason for return, the returned goods must be accompanied by a sample printout. Sample printouts must be marked appropriately so that they can be assigned without any doubt to the individual cartridges. In case of collective complaints, we prefer the cartridges to be numbered consecutively with the equivalent consecutively numbered sample printouts.

§ 3.12. In case of a rejected cartridge by the printer (chip error) please let us know the exact model of the printer such as the current firmware-/update-version.

§ 3.13. For returns of original products we have to know the exact model of the printer with serial number and if possible a status report and sample printout. Without this information, we can not accept the Retouree.

§ 3.14. Serial numbers (the longer letter/number combination on the label on the cartridge starting with M…), which enables us to trace, may not be covered or removed nor otherwise made illegible. Failure to comply in this regard will result in the claim not being accepted.

§ 3.15. After the return has been received by PriSu24, the goods will be inspected and compared with the return request. If the returned goods match the request and the claim is valid, credit will be granted according to the above terms and conditions.

§ 4. Terms of return for damages during transportation, wrong deliveries or short deliveries

§ 4.1. Incorrect deliveries or goods damaged during transportation, for which PriSu24 has not received a return request or notification, can not be accepted.

§ 4.2. Transportation damages must be reported immediately upon detection directly to the driver and noted on the delivery note and signed.

§ 4.3. The dealer must report the damage immediately to PriSu24 upon receipt of the goods.

§ 4.4. If the damage or wrong delivery is detected only after the delivery is completed, the damage or wrong delivery must be reported to PriSu24 with a detailed description within 24 hours of receipt.

§ 4.5. Products can only be returned if they are originally packed and 'unused'.

§ 4.6. Goods that are damaged during transportation will be reimbursed according to the terms of this policy.

§ 4.7. The cost will be covered by PriSu24 in case of incorrect delivery.

Stand 07/2017