We are sorry to hear that one of our products has presented a failure and we understand how frustrating it can be. That's why we want to try to solve it in the easiest and fastest way, so you can continue using it as soon as possible.
In order for the process to be as fluid as possible, it is necessary to follow some steps. These will help us identify the problem and find the most appropriate solution for your case.
Offer a solution
Once we receive the form with the details of the problem we will evaluate the possible solutions and we will give you one of these answers:
Sometimes you can solve the problem, without sending the product to repair.
It can be a configuration error, maybe you have to make a small modification, change a battery or sometimes the problem is derived from a misuse of the product, and we will tell you what to do to correct it.
In all these cases the solution is in your hands.
This is the case when the product has a manufacturing fault, a breakdown, wear and tear, broken part, or any other fault that requires our workmanship.
In this case the problem can not be easily solved and requires that you send the product to repair or replace it.
If so, you must continue with step 3.
Send the product
1. What to include in the package
- Include only what we ask, including more than necessary increase the weight and size of the shipment.
- Include the RMA code that you obtained when completing the form from step 1. You should also have received it by email. This code can be written on a piece of paper and put inside the package to be sent.
- Use packaging that protects the content.
- Try to make the packaging as small as possible. The bigger, the more expensive the shipment will be.
- Use the shipment method that you consider, unless we tell you something else.
- We can not be responsible for products that are lost in transit, so using shipping methods with tracking number is advisable.
- If you send from another country other than Spain, declare the value of the content in no more than 5 EUR / 5 USD / 5 GBP. If the package received generates import fees, these must be paid by the customer.
4. Shipping address
Attn: Martin Andersen
c/ Juan de la Cierva 13-A, 1º
15008 - A Coruña, España
Tel: (+34) 981 10 88 10
Repair and return of the product
If the repair entails any cost, the customer will be informed before making the repair.
In addition, we usually perform checks and maintenance services on the product if it needs it, at no additional cost.
Once repaired will be returned to the address indicated in the form.
You can now enjoy your product again!
This allows us to keep track of the products that we should receive, which repairs have to be made, customer data for the return of the product, etc.
Without all this it is easy to misplace shipments and cause delays or mistakes.
RMA means "Return Merchandize Authorization".
This code is generated when you complete the form from step 1, and you have to attach it to the package you send so that we can associate your package with your repair request.
In IDEAA Lab we can receive up to 10 packages a day between merchandise, samples, correspondence and from time to time products to be repaired. Without this code, it can sometimes be very difficult to know where one package or another comes from.
The code is displayed once the form is completed, and it is also sent by email as confirmation that we have received your request. Check your email to find the code (if you can not find it, check the SPAM folder).
We like that our products to be used, to be kept in good condition and performing a good service. Therefore, in general terms, repairs never entail a repair cost, although in some cases it is possible that the replacement parts have to be paid.
Each case is evaluated independently, and we will tell you the costs that may be involved for you to decide how to proceed.
Normally the shipping to our facilities is paid by the customer, and the return shipping is paid by us if it is a warranty repair.
If the repair is due to misuse of the product, to natural wear, or is out of warranty the customer is the one who must assume the round trip shipment.
If you need the product urgently, let us know in the form.
Use a shipping service according to the urgency you have.
We will try to make the repair in record time, and return it using an express delivery service.
We do not charge for the emergency service, but you will have to pay the cost of the return shipment.