Return & Refunds (RMA)



Article 1 - Applicability

1. Unless explicitly agreed otherwise, these Terms and Conditions are applicable to all products purchased/ ordered by the customer at Texim-Europe.com and products ordered with fax, email, or phone at Texim Europe.

2. These RMA Terms and Conditions include a return merchandise authorization procedure arrangement for products that are defective on arrival, defective products, incorrect delivery and wrong delivery, wrong products ordered, transport damage, and complaints.

3. The customer can only return products after approval from Texim Europe and with a valid RMA number. Approval or disapproval of the RMA request will take place within 5 working days.

4. The customer can apply for an RMA number by means of the online RMA form or direct contact with an engineer at Texim Europe. The online RMA procedure can be found in the customer section at texim-europe.com, and will be used as a guideline to provide a complete and detailed RMA application.

5. An approved RMA request expires after 14 days, within those days the customer must return the products to the address provided by Texim Europe. In case the limit isn't met, the customer must request a new RMA.

Article 2 - Defective on arrival / Dead on arrival

1. The option Defective on arrival applies if the product is found to be (fully or partially) defective out of the box, right after delivery.

2. The customer cannot rely on the return provisions if:
  1. the customer has neglected the product;
  2. the customer has made changes to the product or has had those made, which includes repairs that have not been performed by or on behalf of Texim Europe or the manufacturer;
  3. the customer has treated the products without due care and attention in any other way.
3. The customer must enter an online RMA form or notify a Texim Europe engineer immediately after discovery of the defect, and should at least give the following details:
  1. product number;
  2. order number or invoice number;
  3. a clear and detailed description of the defect or complaint (the indication "defective" or "out of order" is not enough and shall therefore not be dealt with);
  4. contact details.
4. After approval from Texim Europe and after receiving a valid RMA number, the customer must follow the instructions given by Texim Europe to further handle the RMA procedure.

5. Depending on the product and given problem / complaint description by the customer, Texim Europe will replace or repair the defective product after examination by an engineer and/or the manufacturer.

6. Additional costs may apply.

Article 3 - Defective products

1. The option Defective products applies if:
  1. the product is found to be (fully or partially) defective within its warranty period.
2. Texim Europe uses the warranty period applied by the manufacturer for the products delivered. Texim Europe shall, on demand, make the warranty period available applied by the manufacturer.

3. The customer cannot rely on the warranty provisions if:
  1. the customer has neglected the product.
  2. the customer has made changes to the product or has had those made, which includes repairs that have not been performed by or on behalf of Texim Europe or the manufacturer.
  3. the customer has treated the products without due care and attention in any other way.
4. The customer must enter an online RMA form or notify a Texim Europe engineer immediately after discovery of the defect, and should at least give the following details:
  1. product number;
  2. order number or invoice number;
  3. a clear and detailed description of the defect or complaint (the indication "defective" or "out of order" is not enough and shall therefore not be dealt with);
  4. information regarding the function of the product within the application in which the product is used;
  5. contact details.
5. After approval from Texim Europe and after receiving a valid RMA number, the customer must follow the instructions given by Texim Europe to further handle the RMA procedure.

6. Depending on the product and given problem / complaint description by the customer, Texim Europe will replace or repair the defective product after examination by an engineer and/or the manufacturer.

7. Additional costs may apply.

Article 4 - Incorrect delivery - wrong products and wrong quantity

1. The option Incorrect delivery - wrong products or wrong quantity applies if:
  1. the wrong quantity has been delivered by Texim Europe;
  2. the wrong quantity has been ordered by the customer;
  3. the wrong product has been delivered by Texim Europe;
  4. the wrong product has been ordered by the customer.
2. The wrong quantity applies when the quantity of products received is less than or exceeding the specified number ordered.

3. The wrong product applies when the wrong products are delivered by Texim Europe or the wrong products are ordered by the customer.

4. The customer must enter an online RMA form or notify a Texim Europe engineer immediately after discovery of the incorrect delivery, and should at least give the following details:
  1. product number;
  2. order number or invoice number;
  3. the received quantity of the received product;
  4. contact details.
5. After approval from Texim Europe and after receiving a valid RMA number, the customer must follow the instructions given by Texim Europe to further handle the RMA procedure.

6. Depending on the option given, Texim Europe will supply additional quantity, takes quantity back, or will exchange products.

7. Additional costs may apply.

Article 5 - Wrong products ordered by customer

1. The option Wrong products ordered applies if:
  1. the wrong product or products are ordered by the customer.
2. The customer must enter an online RMA form or notify a Texim Europe engineer immediately after discovery of the wrong product(s), and should at least give the following details:
  1. product number;
  2. order number or invoice number;
  3. the quantity of the wrong product;
  4. contact details.
3. After approval from Texim Europe and after receiving a valid RMA number, the customer must follow the instructions given by Texim Europe to further handle the RMA procedure.

4. Depending on the option given, Texim Europe will send the customer return instructions, or will send instructions to exchange the wrong product(s).

5. Additional costs may apply.

Article 6 - Complaint

1. The option Complaint applies if:
  1. the customer is not satisfied with the way of handling by Texim Europe.
2. The customer must enter an online RMA form or notify a Texim Europe engineer, and should at least give the following details:
  1. product number;
  2. order number or invoice number;
  3. the quantity of the wrong product;
  4. contact details.
3. After receiving the RMA request, Texim Europe will take corrective actions and report back to the customer.

4. The complaint will be handled in collaboration with the customer.

5. Additional costs may apply.

Article 7 - Return procedure

1. Only after approval from Texim Europe and after receiving a valid RMA number, the customer must follow the instructions given by Texim Europe to further handle the RMA procedure. The instructions will be stated clearly in the approval email by Texim Europe. The return address depends on the customer's location.

2. An RMA request can be disapproved by Texim Europe, the customer will be informed of the reason by an engineer.

3. Products returned must be readily marketable and saleable as new, in reasonable, foreseeable and original unopened packaging and without broken seals. Ordered products, which are combined or adjusted at the request of purchaser can never be returned (with the exception of incorrect deliveries by Texim Europe).

4. The returned products must be carefully packed to prevent transport damage, using ESD-compliant material if necessary. The RMA number must be clearly visible on the outside of the package.

5. All return freight to Texim Europe is the responsibility and cost of the customer unless agreed otherwise in writing. Texim Europe accepts no responsibility for loss or damage incurred in transit. The product(s) will not be considered returned, unless a duly authorised Texim Europe representative has issued a signed receipt.

6. When the product(s) arrive(s) at Texim Europe, it will be checked to ensure that the contents match the RMA that was authorised and if not, the product(s) will be returned at the customer’s cost.

7. Texim Europe tries to minimise the time for the goods to be received, registered, repaired and returned to the customer.

8. If repair can only be carried out by the manufacturer, the process may take several weeks. For information on the status of repair, please contact your internal sales representative.

9. A refund procedure can take up to 30 days after approval of the refund.

10. All items and orders must be returned in a blank cardboard box.

Article 8 - Costs

1. Repair may not be free of charge, for example if the product(s) are outside the manufacturer's warranty period, if the products were operated outside specified conditions or for other reasons. In these cases Texim Europe will quote repair cost and ask for your approval before actual repair.

2. Charges may apply to cover costs incurred by Texim Europe or its suppliers in case the product(s) appear not to be defective.

Cancel items or orders

All products purchased/ ordered by the customer at Texim-Europe.com and products ordered with fax, email, or phone at Texim Europe are
non-cancellable and non-returnable.

Please contact Texim Europe for more information.

Shipping products with lithium

Products with lithium are classified as Class 9 Dangerous Goods. Special packing instructions and regulations apply when shipping lithium, please consult your carrier for more information.
Prior to shipping defective products with lithium or defective lithium cells/batteries, please verify the condition of the cell or battery.

Contact us when you determine the following:
  1. There are defects identified to the product that can affect safety.
  2. The cell or battery has a damaged or strongly distorted housing.
  3. Liquids or gases are leaking from the cell or battery.
Contact the compliance organization for batteries in your country for recycling.

Return items or orders

If the item is not working properly, please check the manual or contact one of Texim Europe's engineers for support and/or advice.
Cooling-off period
Consumers may return a product without stating the reason. This cooling-off period of 14 days starts the day after receiving the product,
within this period the customer must notify Texim Europe of the return.
If you wish to return items, please submit an online RMA request or contact Texim Europe. The cost of returning a product are not reimbursed.

Remark: the cooling-off period does not apply to companies and items that are special, combined, adjusted or tailor-made for the customer.
Refunds
To qualify for a refund the returned items must be:
  • saleable and in a working state as the manufacturer intended;
  • complete including all accessories;
  • the packing should be in a reasonably foreseeable state; and
  • the item is not special, combined, adjusted or tailor-made.


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