Return Policy

In the event Septentrio decides a defective unit should be sent back to Septentrio for repair, the following policies apply:

Warranty and warranty after repair

All Septentrio products and supplied materials (hardware and software) are protected by warranty against defects in material and workmanship for a period of 12 months from the date of original purchase. During the warranty period, defective products will be repaired or replaced at no charge. Repair or replacement is at Septentrio’s sole discretion and shall be the buyer’s exclusive remedy. Repair shall only be performed according to Septentrio’s RMA (Return Material Authorization) procedure. When warranty conditions apply, shipping costs to Septentrio shall be met by the purchaser and return shipping by Septentrio. Where warranty conditions do not apply, all shipping costs are to be met by the purchaser.
Repaired products are warranted against defects in material and workmanship for a period of 6 months from the date of shipment to the customer or 12 months from original purchase, whichever is later.
Damages resulting from repair by unauthorized parties or damage due to accident, alterations, misuse or abuse are not covered by warranty.
Septentrio will not be liable for any special, incidental, punitive, direct, indirect or consequential damages, injuries, costs or for any loss or losses such as loss of profit arising out of the use or inability to use its products, even if Septentrio shall have been notified about the possibility of such loss or damage. Neither is Septentrio liable for any special, incidental, punitive, direct, indirect or consequential damages, injuries, costs or for any loss or profit arising out of product failures and inaccurate information, caused by but not limited to shadowing, selective availability, signal hampering, interference, jamming, limited or no line of sight of the GNSS broadcast signal or multipath.
The preceding warranty is in lieu of all other warranties, expressed or implied, including without limitation any implied warranty of merchantability, fitness for a particular purpose of non-infringement and of any other obligation on the part of Septentrio
It shall be the responsibility of the buyer to ascertain the suitability of the goods for the intended use and/or their compliance with applicable laws, regulations and standards. The buyer assumes all risks pertaining hereto.

RMA numbers (Return Merchandise Authorization)

Prior to shipping a product back to Septentrio, the customer must obtain a valid RMA number. RMA numbers can be obtained from Septentrio’s using the on-line RMA FORM on our website or by contacting Septentrio’s Support Group.
Septentrio will notify the customer as to whether or not the defective product is still under warranty. In case the defective unit is out of warranty, Septentrio shall provide a quotation for the repair costs upon request. In case the defective unit is still under warranty, Septentrio shall repair or replace the defective unit free of charge.
Once an RMA number has been issued, shipping instructions will be provided by the Support Group. It is important to follow carefully the shipping instructions, particularly in the case where products are being returned from outside the EU. Products should be shipped to: Septentrio NV, Greenhill Campus, Interleuvenlaan 15G, 3001 Leuven, Belgium. The RMA number should be present in your paperwork and should be clearly marked on the Shipping Label.
Materials received without an authorised RMA number will be refused or shipped back at the customer’s cost. Any additional costs or custom fees, arising from the procedures not being correctly followed, will be charged to the customer.
Authorised RMA numbers will expire 30 days after they are issued. In this case, Septentrio will notify the customer.
Only the quantities and materials specified in the original request can be returned with the assigned RMA number.
SSN will endeavour to complete the repair/service within 21 days following receipt of returned products (this corresponds to shipping back within 15 business days). Special repairs may take longer. In case of special repair, Septentrio shall inform the customer accordingly, before shipment.
If items, returned to Septentrio, following the RMA procedure, are found to be functioning normally, the customer shall be liable for a no Failure Found administration fee of 350EUR, regardless of whether the unit is still under warranty or not.
SSN will not accept parcels that are improperly packaged, documented or physically damaged.

Packaging

Please package returned products in their original or equivalent packaging to avoid damage during shipment.
Please clearly mention the RMA number on the outside of your package and on the Shipping Label.
For shipments inside the EU, Septentrio recommends returning products by United Parcel Service, Federal Express, DHL or another reputable freight forwarder
For shipments outside the EU, special conditions apply which are detailed in the Freight Payment section below.

Freight Payment

Both in-warranty and out-of-warranty freight returns must be shipped freight prepaid. Collect shipments will be refused. Septentrio is not responsible for transport damage and we recommend insuring the shipment.
For customers located outside the EU, the customer shall create a commercial invoice (please clearly mark on the invoice ‘Return for factory reparation’ in order to avoid duties) which needs to be shipped together with the goods. In this case, Septentrio will arrange a pick up at the customer’s premises and will invoice the customer for transport costs. Note that because shipment costs, are heavily dependent on the country of origin/destination, dimensions and weight of the product, temporary import/export clearances, local charges, and other considerations, repair quotes never include shipment costs.
If RMA procedures are not followed correctly, products may be returned and all extra charges may be invoiced to the customer.
Warranty Repairs will be returned at no extra cost to the customer via Septentrio’s standard shipping arrangements. For returns outside the EU zone, Septentrio will pay only for the transport costs. The customer will be liable for any duties, taxes or other related costs. Overnight or other special (express) shipping arrangements are available at the customer’s expense. These can be accomplished by the following methods:
- Issuing a Purchase Order with the notation “Prepay & Add Freight”,
- Provide your own carriers’ account number (freight collect)
- Return shipment must be with the same carrier as incoming shipment due to customs administration
If Septentrio is requested to arrange shipping for the return of Out-of-warranty Repairs, shipment and insurance costs will be charged to the customer (CIP).
Should you require further information on this, we recommend that you contact Septentrio directly (support@septentrio.com) for further details.

Freight Claims and Transport Damage

If the customer receives the original product in a damaged condition, please notify Septentrio’s administration and shipping department (shipping@septentrio.com) immediately. If the shipment was sent by Septentrio as a "prepaid” service, Septentrio will help the customer process the damage claim at once.
If the original parcel was sent “freight collect” or by other means please notify the carrier immediately to initiate a claim inspection. Septentrio will provide assistance, when required in order to process the freight claim. Please contact administration and shipping department (shipping@septentrio.com).
If Septentrio receives return of goods in a damaged condition, you will be notified at once. You will then be required to contact the carrier immediately in order to initiate a claim inspection. Septentrio will provide assistance, when required, to process the freight claim. Please contact administration and the shipping department (shipping@septentrio.com). NOTE: Freight companies generally require that the company who initiated the shipment should contact them in order to make an arrangement for claims.