WARRANTY AND RMA CONDITIONS

IMPORTANT FACTS


What to do in case of warranty?


WARRANTY


What to do in case of transport damages?


DAMAGE IN TRANSIT

When is a product defective?


DEFECTIVE PRODUCTS

1 - Applicability


These RMA Terms and Conditions apply to all offers, purchase and sales agreements as well as to deliveries of all goods and services marketed and/or provided by Winterholt & Hering GmbH, hereinafter referred to as W&H, unless expressly agreed otherwise in writing. The counterparty of W&H is hereinafter referred to as "Buyer / Customer". 

At the same time, the General Terms and Conditions of W&H shall apply. A copy of these terms and conditions will be sent to the Buyer / Client free of charge upon request or can be obtained at www.whoffice.de. In the event of any discrepancy between the provisions of these RMA Terms and Conditions and the General Terms and Conditions, the General Terms and Conditions shall take precedence. All other provisions of these RMA Terms and Conditions shall not be affected by such discrepancy. 

Liability for normal wear and tear is excluded. The warranty period is 1(one)  year from delivery of the goods (invoice date), except in cases of wilful intent. 

These RMA conditions contain an RMA regulation on the procedure for defective products (Article - Defective products), faulty orders and incorrect deliveries (Article - Faulty orders and incorrect deliveries). 


2 - Defective Products

2.1 -  Consumables


For products from various manufacturers (except Brother, OKI, Konica-Minolta, Xerox), the buyer/client or end user can contact the manufacturer directly for a warranty claim in the event of a defective product. This is usually the easiest and quickest way to realise an exchange/refund. 

Defective Brother / OKI / Konica-Minolta / Xerox products must be reported directly to Brother / OKI / Konica-Minolta / Xerox by the buyer/client or end user. W&H will not take back these items. Please click on the corresponding links, select your country and call the hotline number.



OKI
 OKI homepage
Konica-Minolta
 Konica-Minolta homepage
Xerox Xerox homepage
Brother
 Brother homepage
 
(Please always enclose: proof of purchase, configuration page of the printer or copier, consumables with undamaged stickers).

Rainbow kits, toner bundles and drum bundles can only be returned in their entirety. This means that if a toner/drum is defective, the other components of the kit must also be sent in. A toner sent in individually will be rejected.  

The buyer is not entitled to the warranty if:


  • the buyer has neglected the products,
  • the buyer has made or had changes made to the products, including repairs that were not carried out (on behalf of) W&H,
  • the Buyer has treated the products carelessly in any other way.

An RMA number must always be requested via the online RMA portal for the return of defective goods.


  • article number,
  • invoice number,
  • a clear description of the defect (stating "defective" or "does not work" is not sufficient and will not be processed),
  • serial number of the appliance or the consumable material,
  • test printout with counter reading of the appliance before and after removal/installation of the consumables,
  •  test printout.

Defective products can only be sent to us after authorisation by W&H. This must be done within five working days. The RMA number must be visibly affixed to the outside of the transport packaging.Please send returns to this address:


Winterholt & Hering GmbH
Albert Einstein Ring 12
DE - 25451 Quickborn (Germany)

The costs for the shipment to W&H shall be borne by the buyer. Unstamped consignments, consignments without a visible RMA number and cash on delivery consignments will not be accepted. The Buyer shall be liable for damage or loss during transport to W&H. 

Upon receipt of the defective goods, W&H shall inspect them in accordance with the guidelines of the relevant manufacturer. If the inspection reveals that the goods do not fulfil these Guidelines, W&H reserves the right to destroy the goods and no credit note will be issued. The buyer will receive written notification of this.


A returns shipment will be rejected in the following instances:


  • the returned item is completely used up,
  • the warranty period of the returned item has expired,
  • the returned item has not been used,
  • the returned item is not original,
  • the returned item was supplied as a set-up cartridge/toner for a purchased printer,
  • the returned item is not mentioned on the RMA form provided by W&H,
  • the status report is incomplete.

2.2 -  Technical appliances

For products from various manufacturers (except Lexmark, Kyocera), the buyer/client or end user can contact the manufacturer directly for a warranty claim in the event of a defective product. This is usually the easiest and quickest way to realise an exchange/refund. 

Defective Lexmark / Kyocera products must be reported directly to Lexmark / Kyocera by the purchaser/client or end user. Please click on the corresponding links, select your country, and call the hotline number. 


Lexmark Lexmark homepage
Kyocera Kyocera homepage

In order to be able to send in the defective device, W&H requires all documents received from the manufacturer, such as the DOA certificate. 

3 - Incorrect order and wrong delivery

The return of non-defective products by the buyer is subject to the following conditions:


  • an RMA request must be submitted via the online RMA portal within three working days of receipt of the goods in the event of an incorrect order/delivery,
  • the products to be returned must be current and re-saleable. They must be undamaged, in their original packaging, must not have been opened and must not have any broken seals. Goods ordered, combined or modified at the buyer's request cannot be returned under any circumstances (except in the case of incorrect delivery by W&H),

If the above conditions have not been met, W&H reserves the right to destroy the goods and no invoice correction will be made. The Buyer shall receive written notification of this. 

The RMA number must be visibly affixed to the outside of the transport packaging and after authorisation by W&H in accordance with the above provisions, incorrectly ordered products must be sent to the following address within 14 days: 

Winterholt & Hering GmbH
Albert Einstein Ring 12
DE - 25451 Quickborn 
Germany

Products for which an RMA number has been issued by W&H due to an incorrect delivery will be collected by the W&H carrier. Products returned to W&H without an RMA number Returned or cash on delivery consignments, as well as unstamped consignments, will not be accepted.

A credit note will be issued after receipt, inspection of the products by the supplier and his approval. 

Incorrect orders can be taken back as a gesture of goodwill. In this case at least 25% restocking costs will be charged. The incorrect order must not have been placed more than 5 months (from the invoice date) in the past. 


4 - Transportation damage

4.1 - 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.

We need:


  • digital images of the damage,
  • note on the driver's consignment note (the so-called CMR or handover note) with signature and date in the case of visible damage,- digital pictures of damage,
  • which items and what quantity are damaged,
  • invoice number or delivery note number. 

4.2 - Parcel service

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. 

We need:


  • digital images of the damage, 
  • tracking number,
  • which items and which quantity are damaged,
  • invoice number or delivery note number. 


4.3 - Registration deadline


Transport damage that is reported later than 3 days must unfortunately be rejected. In the event of incomplete or late information, the insurance company will refuse to settle the claim. 


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. 

Status: June 2024