Our aim is to give you a 100% service, 100% of the time, but occasionally you may need to return an item to us. If this happens, we are always ready to repair the item if this is possible. It goes without saying that this commitment also applies to products which are no longer under warranty.
Request for a RMA number before returning the faulty product
Please note the following when you return a faulty product: Please request a RMA (Return Material Authorization) number before returning the faulty product. To be able to issue a RMA number we need some information from you. Please use the following form.
After a brief verification we will immediately provide you with a RMA number and a RMA note. Please include the RMA note in the consignment. If further inquiries become necessary, our repair service will contact you by e-mail or by telephone.
Items received on which no fault can be detected or reproduced will be subject to an inspection fee of £ 95 plus VAT and shipping costs, even if the item is still under warranty. If repair work has been attempted by third parties, if serial numbers or data plates have been removed or if the goods have been improperly used, it will unfortunately not be possible to repair the equipment under warranty.
If you have products in perfect working order in the original packaging that you wish to return to STEMMER IMAGING, please follow the following instructions.
Download the returns authorisation form (pdf)
Complete the form, read the conditions of return and sign the authorisation.
Include the form with the returned goods.
Please ensure the packaging is clearly labelled “FOR RETURN ONLY” and mark the outside of the packaging “FAO Returns Department“.
If you are sending the goods from outside the European Union, please complete all commercial invoices, paperwork and airway bill with the reason for shipping as “CONTROLLED GOODS – FOR RETURN AS TEMPORARY IMPORT” and state the reason for shipping as “Ship as Simplified IPR”.
Post the goods back to STEMMER IMAGING using a recorded delivery service and retain the tracking number.
Notify the courier and STEMMER IMAGING that the goods are being shipped for return only.