Applicability
These RMA conditions apply to all offers, purchase and sales agreements,
as well as to deliveries of all goods and services that are marketed or
supplied by Winterholt & Hering GmbH, hereinafter referred to as
W&H, unless otherwise explicitly agreed in writing. The counterparty
to W&H is hereinafter referred to as the “Purchaser/Client”.
W&H’s General Business Terms shall also apply. A copy of these terms
will be sent to the purchaser free of charge upon request, or is
available at www.whoffice.de. The General Business Terms shall take
priority in the event of any discrepancy between the terms in these RMA
conditions and the General Business Terms. All other conditions of these
RMA conditions shall not be affected by such a deviation.
Liability for normal wear and tear is excluded. The warranty period is 1 year from delivery of the goods (invoice date), except in cases of intent.
These RMA conditions include an RMA regulation on the process for
defective products, incorrect orders and wrong deliveries.
Defective Products
In the case of products from different manufacturers, the
Purchaser/Client or end user may contact the manufacturer directly to
make a claim against the warranty in the event of a defective product.
This is the simplest and quickest way to make an exchange/request a
refund in most cases.
The Purchaser/Client or end user must report defective products from Oki
/ Konica-Minolta / Xerox directly to Oki / Konica-Minolta / Xerox.
W&H does not accept the return of these items.
Oki Hotline: 0211-5262-555
Konica-Minolta : 0800-2494-820
Xerox Hotline Deustchland : 069-9999-15632
( Please always enclose: proof of purchase, configuration page of the printer or copier, consumables with undamaged stickers ).
Rainbowkits, toner bundles, drum bundles can only be claimed with all
toners or drums. If one toner / drum is defective, the other two
toners / drums must be returned as well. A single submitted toner
has to be rejected.
The purchaser is unable to make a claim against the warranty in the
event that a) the purchaser has allowed the products to fall into a
state of disrepair; b) the purchaser has made changes or had changes
made to the products, which also includes repairs that were not carried
out by W&H or on its behalf; or c) the purchaser has otherwise acted
carelessly.
At least the following details must be given when making an RMA application: item number; invoice number, delivery note number; a clear description of the defect (the details “defective” or “does
not work” are not sufficient and will therefore not be processed); serial number of the device; status report of the device (test printout with meter reading of the
device before and after removal / installation of the consumables); test printout.
Defective products may only be sent to us after W&H has assigned an
RMA number. This must take place within five working days. The RMA form
must also be applied to the outside of the transport packaging, so that
it is clearly visible.
Please send returns to this address:
Winterholt & Hering GmbH
Albert Einstein Ring 12
25451 Quickborn Deutschland
The purchaser shall bear the costs for the shipment to W&H. Unfranked shipments, consignments without a visible RMA form or COD
shipments will not be accepted. The purchaser is liable for any damage or
loss during transport to W&H.
After receiving the defective goods, W&H will inspect these against
the relevant manufacturer’s guidelines. If it emerges during the
inspection that the goods do not match these guidelines, W&H
reserves the right to destroy the goods, and no credit note shall be
issued. The purchaser shall receive written notification about this.
A returns shipment will be rejected in the following instances:
- the item to be sent back has been completely used
- returned item's warranty has expired
- the returned item has not been used
- the returned item is not an original
- the returned item was supplied with the purchased printer as a setup ink-jet cartridge/toner
- the returned item is not mentioned on the RMA form prepared by W&H
- status report is incomplete
Incorrect order and wrong delivery
The purchaser may only return defective products if the following conditions are taken into account:
In the event of a wrong order/delivery, an RMA application must be
submitted within three working days of receipt of the goods using the
online RMA form.
The products to be returned must be current and able to be resold. They
must be undamaged and be in the original packaging; they must not have
been opened and should not have any broken seals. Any goods that have
been combined or modified at the purchaser’s request may not be returned
under any circumstances (except in the case of a wrong delivery by
W&H).
In the case of a failure to meet the listed conditions,
W&H reserves the right to destroy the goods, and no change will be
made to the invoice. The purchaser shall receive written notification
about this.
The RMA form must also be applied clearly visible to the outside of the transport packaging.
Following authorization by W&H based on the above conditions, any
products ordered incorrectly must be sent to the following address
within five working days:
Winterholt & Hering GmbH
Albert Einstein Ring 12
25451 Quickborn
Deutschland
Products that have been assigned an RMA number because of a wrong
delivery by W&H shall be collected by W&H’s forwarder. Any
products sent back to W&H without an RMA number, as COD
shipments, or as unfranked consignments will not be accepted.
After receipt, control of the products by the upstream supplier and also his approval, a credit note is issued.
Incorrect orders may be taken back as a goodwill gesture. A minimum of 25% of the costs for restocking the item will be charged in this case.
W&H shall determine the percentage for restocking costs, which
may vary depending on the item offered and the RMA application.
Transportation damage
Carrier
Visible transport damage must be reported as an RMA via our webshop immediately after receipt of the goods. Concealed transport damage must also be reported as an RMA via our webshop immediately after checking the goods.
Visible damage must be recorded in writing immediately with the forwarding agent on site. Note the damage on the driver's consignment note (the so-called CMR or handover note) with signature and date.
Required information:
- digital pictures of damage
- note on the driver's waybill and/or CMR with signature and date for a visible damage
- part number and ammount of damaged goods
- invoice number or delivery note number
Parcel service
The transport damage must be reported as an RMA via our webshop immediately after receipt of the goods. Visible damage must be confirmed by the driver. The parcel with the damaged goods remains on site for inspection and may not be destroyed without the prior consent of the parcel service provider.
Please note that the transport packaging must be retained! The parcel service provider reserves the right to inspect the transport packaging and the damage. If the transport packaging is not present, the parcel service provider and we will automatically reject the parcel.
Required information:
- digital pictures of damage
- tracking number
- part number and ammount of damaged goods
- invoice number or delivery note number
Registration deadline
Transport damages which were notified later than 3 days must be automatically rejected. In the case of incomplete information, the insurance company does reject any regulation.
Exchange
If your RMA request is granted, W&H will always credit an amount of money for the accepted goods. W&H will never exchange the returned product, so you will not automatically receive a new product. If you wish to receive a new product, you can place a new order for it.