Septentrio Satellite Navigation Return Policy

This Return Policy is also available in PDF format.

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 by using our on-line RMA FORM.

Septentrio will notify the customer in case a product is out of warranty and will send an offer for repair.

Once the customer has received a Septentrio RMA# please follow the instructions included and ship the product to: Septentrio NV, Ubicenter, Philipssite 5, 3001 Leuven, Belgium. Please include a reference to the RMA# on your paperwork and have it clearly marked on the Shipping Label.  

Material received without an authorised RMA number will be refused or shipped back at the customer’s cost.

Authorised RMA numbers will expire 30 days after they are issued. In this case, Septentrio will notify the customer.

Only the quantity and material specified on the original request can be returned with the assigned RMA number.

SSN will endeavour to complete the repair/service within 21 days after the receipt of returned product(s) (this corresponds to shipping back within 15 business days).  Special repairs may take longer.

Packaging

Please package returned products in their original or equivalent packaging to ensure that they will arrive damage free.

Please clearly mention the RMA number on the outside of your package and on the Shipping Label.

Septentrio recommends returning products by United Parcel Service, Federal Express, DHL, or another reputable freight forwarder (except for shipments from outside EU – please read below under the Freight Payment section)

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.

If the customer is located outside of the EU, a commercial invoice (please clearly mark on the invoice ‘Return for factory reparation’ in order to avoid duty) must be prepared and shipped 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.  Shipment costs, particularly outside of the EU zone, vary according to the country of destination, dimensions and weight of the product, temporary import/export clearances, local charges, and other parameters. Septentrio cannot always guarantee to the customer upfront quotes for all shipment costs and customs clearances, due to these complexities and ad hoc calculations of these amounts. If not proceeded 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 but by SSN via standard shipping arrangements. For returns out of the EU zone, Septentrio will pay only for the transport costs but no other duty or tax related costs. Special 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)

Shipment costs for returning Out-of-warranty Repairs will be charged to customer (ex-works).

Should you require further information on this, we recommend that you contact Septentrio directly 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. Please contactthe administration and shipping department (shipping@septentrio.com) immediately.

If the original freight charges were 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 the shipping department (shipping@septentrio.com).

If Septentrio receives your return 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 call them in order to make an arrangement for claims.