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RMA Terms and Conditions
RMA does not apply to returns. Pursuant to § 4 of our terms and conditions of sale, we do not offer a right of return on goods unless such an agreement has been made prior to the conclusion of the purchase agreement between DCS and the buyer.
1. General
These RMA terms and conditions apply to business purchases of goods and digital services from DCS ApS via DCS.dk, XML and manual orders. DCS.dk is owned and operated by:
DCS ApS
CVR no. 26686091
Høgemosevænget 1
8380 Trige
Denmark
Tel. +45 70 22 25 05
[email protected]
2. Right of complaint
For business purchases, a right of complaint of 12 months is provided.
If you wish to submit a complaint regarding a product under the right of complaint, you must create an RMA case before sending the product to us. Create an RMA case here.
If the complaint is justified, this means that the product may be repaired, replaced, refunded, or that a price reduction may be granted, depending on the specific situation. As a general rule, the product will be repaired or replaced in accordance with the manufacturer’s guidelines. In certain cases, crediting may be possible. Please state when creating the case if you prefer crediting, and we will, as far as possible, attempt to accommodate this preference.
NOTE: Decisions regarding crediting or replacement/repair are ultimately made by DCS ApS or our partners.
When you discover defects or deficiencies in a product, you must submit a complaint within a reasonable time after the defect has been discovered. In the case of a non-visible defect, a complaint must be submitted no later than 2 months after the defect has been identified.
In certain cases, complaints are handled in cooperation with the manufacturer/service partner (free of charge in the case of a justified RMA). In such cases, the product must be sent directly to the manufacturer/service partner in order to ensure faster processing. When applicable, this will be stated on our website during creation of the RMA case. If this instruction is not followed and the product is sent directly to DCS ApS, a fee of DKK 250 excl. VAT will be charged.
NOTE: When RMA cases are handled by the manufacturer/service partner, the applicable partner’s terms and conditions shall apply at all times. In the event of an unjustified complaint, handling and service costs may be charged by both parties.
Please note that any labels, warranty seals or similar must under no circumstances be removed from the product itself. In such cases, the right of complaint may lapse.
The product must be received by us no later than 3 weeks after creation of the RMA case. If this does not occur, the case will be automatically closed in our system.
Processing time
We endeavour to process all RMA cases within a reasonable period of time. A reasonable period is generally a few weeks; however, there are cases where processing time may be longer. Such cases include, but are not limited to:
- Intermittent faults, i.e. faults that only occur occasionally.
- Technically complex products that are difficult to examine and repair.
- Cases where spare parts or similar must be sourced.
In certain cases, it may take up to two months from the time the product is received by DCS until testing/verification has been completed by the manufacturer/supplier.
Unjustified complaint
A complaint will be considered unjustified if the cause of the fault or defect is physical damage, liquid damage, or if the product has otherwise been handled contrary to the manufacturer’s instructions, in which case a fee of DKK 250 excl. VAT will be charged.
If, during processing of the RMA case, it is determined that the fault is caused by installed third-party software, a fee of DKK 250 excl. VAT will be charged. You are therefore advised to always check whether the fault may be caused by programs, drivers or other software that was not originally installed on the product.
If it is determined that illegal or unlicensed software is installed on the product, the RMA case cannot be processed, and a fee of DKK 250 excl. VAT will be charged.
Assessments of whether a complaint is justified or unjustified are made by DCS ApS or our partners.
If there is any doubt as to whether a complaint is justified, please send an email to [email protected] (including order number, fault description, serial number and photographic documentation of the damage). If you are unsure whether a physically damaged product is covered by the right of complaint, please submit an image and description of the damage prior to creating the RMA case.
No fault found
If the submitted product is tested and found to be free of defects under the right of complaint by DCS ApS or our partners, a fee of DKK 250 excl. VAT will be charged. If troubleshooting by our technical department is required, this will be charged on an hourly basis at DKK 500 excl. VAT per hour.
The fee may also be charged if troubleshooting is required on complete PC systems that were not purchased, assembled or installed by DCS ApS. If you do not wish DCS ApS to carry out troubleshooting on the complete system, the defective product must be removed and submitted separately.
Assessments of no-fault-found products are made by DCS ApS or our partners.
Incorrect or insufficient fault description
When creating an RMA case, you must provide a fault description that is as precise and comprehensive as possible. If the fault description is incorrect or insufficient, a fee of DKK 250 excl. VAT will be charged. Fault descriptions such as “dead”, “not working”, “no lights”, etc. are not sufficient.
Assessments of incorrect or insufficient fault descriptions on RMA cases are made by DCS ApS or our partners.
Special provisions regarding complaints for smartphones and tablets
For complaints regarding pre-owned devices and other smartphones or tablets where DCS ApS handles the complaint (as stated during creation of the RMA case, if applicable), Find My iPhone/Find My Phone and similar services must be disabled, and all user accounts and access codes must be removed.
If this is not the case, a fee of DKK 250 excl. VAT will be charged, and the product will be returned to you without further processing.
3. Submission of complaint
RMA cases must be sent to or delivered to (goods dispatch) the following address:
DCS ApS
Høgemosevænget 1
8380 Trige
Denmark
The package must be clearly marked with the RMA number received upon creation of the RMA case. NOTE: Do not write directly on the original packaging. If the RMA case is delivered at our goods dispatch, a copy of the original invoice, clearly marked with the RMA number, must be enclosed. If the package is not marked with an RMA number, the shipment will be returned, and a fee of DKK 250 excl. VAT will be charged and the return freight will be invoiced.
The package must be sent with home delivery to our address, and we recommend PostNord. Packages delivered to parcel shops or incorrect addresses will not be collected, and the RMA case will therefore not be processed. We advise against the use of DAO and similar carriers that deliver at night and outside normal working hours.
Condition of the product upon submission of an RMA case
Please ensure that the product is securely packed together with all accessories (cables, adapters, remote controls, etc.) that were included with the product being complained about. The product must be packed in the same manner as when received. This means that electronic components must be properly packed in antistatic bags and that items not included with the product upon receipt must be removed (SIM cards, USB dongles, etc.).
DCS ApS cannot be held liable for lost or damaged original packaging submitted with the RMA case. Individual manufacturers and suppliers may apply different procedures regarding repackaging of packaging and accessories.
Data loss
Loss of data/software must be expected when submitting hard drives for RMA processing. Alternatively, we can, against payment, investigate the possibility of data recovery; please state this upon submission.
DCS ApS accepts no liability for loss of data unless such liability follows directly from Danish law. To the extent that DCS ApS may be liable, liability is limited to direct loss and does not include indirect loss such as loss of earnings, transport costs, loss of operation, installation costs, etc.
4. Complaints regarding lost or damaged goods and packing errors
If there are discrepancies between what was ordered and what was received, you must contact us at +45 70 22 25 05, [email protected] or via our chat function no later than 48 hours after receipt of the order.
If you have received a shipment from us with visible damage, you must contact us as soon as possible and no later than 48 hours after receipt at +45 70 22 25 05, [email protected] or via our chat function.
In the case of concealed damage, you must contact us as soon as possible and no later than 5 days after receipt at +45 70 22 25 05, [email protected] or via our chat function.
If your shipment has been lost, you must contact us at +45 70 22 25 05, [email protected] or via our chat function.
5. Information and status regarding an existing RMA case
At DCS ApS, we endeavour, as far as possible, to keep you informed throughout the entire RMA process. This takes place automatically via email.
You also have the option of checking the status of your RMA case during the process via DCS.dk.
Please note that our support department cannot provide information beyond what appears in our email flows and/or on the website. Should you nevertheless have questions or similar enquiries, you are welcome to contact us at +45 70 22 25 05, [email protected] or via our chat function.
These terms and conditions were last updated on 25 October 2021.