IDRAL SpA has implemented a new procedure for the management of returns and complaints to provide its customers with a better and more effective after-sales service.
General procedure
Before proceeding with sending a return to IDRAL, regardless of the causes that generated it, it is essential to contact the company at the e-mail address dedicated to RETURNS MANAGEMENT resi@idral.it, to which you must write all useful information (article code, problem encountered, place of installation, DDT reference, etc.) and request the relative "RETURN AUTHORISATION".
In response, you will be sent an email containing a pre-filled form, the code associated with your return, which must be quoted on the documents accompanying the goods, and the procedures for making the return.
ATTENTION: Our warehouse will reject goods received without the corresponding authorisation code.
Once the return material has been received, the RETURN MANAGEMENT centre will examine it and inform you of the findings and consequent actions to close the file, requesting your approval in the case of products not under warranty. Below are described the operating procedures that will be adopted for each case following the assessment made by IDRAL SpA on the returned product.
Our agents will no longer be authorised to collect the material directly (except in very exceptional cases that must be agreed in advance with our returns department).
We remind you that our products are covered by warranty for two years from our sales invoice (except for causes of defectiveness not attributable to Idral), see also our general terms and conditions in paragraph 7 warranty.
A. Repairs for products deemed WARRANTED
The transport costs of the product and of the repair are at IDRAL SpA's charge.
If the analysis carried out by IDRAL does not recognise the warranty, the conditions described in point "B" below shall apply.
B. Repair for products judged NOT GUARANTEED
The costs for repair and transport of the product shall be borne by the customer, with a minimum billable amount of € 25.00.
These costs shall be charged to the customer in accordance with the sales conditions in force.
Costs related to the repair of the product shall be borne by the customer and will be sent for acceptance to the customer before proceeding with the repair.
Transport of goods not under warranty shall be borne by the customer.
If the customer is not able to send the goods with his own courier, the transport costs shall be charged to the repair estimate.
Once we have received confirmation from the customer, we shall proceed with the repair and charge the returned item.
C. Products (excluding those with customisation) returned due to an order error on the part of the CUSTOMER
Idral always reserves the right to assess the individual return request.
We do not accept returns for customised articles.
For catalogue articles we proceed as follows
- transport costs will be charged to the customer;
- products returned in their original packaging, complete in all their parts and unused, will be credited with a 10% handling fee.
A credit note in favour of the customer can only be issued if the material was purchased in the previous calendar year, as provided for by current tax regulations.