REFUND AND WARRANTY POLICY

Please also read our Terms of Service, Privacy Policy, FAQ and Shipping and Delivery information. They are a part of this document.

Warranty

Azeron SIA offers a 2-year warranty for purchase on all new products from our official online store from the original date of purchase within EU territory. Any purchases made from non-EU countries get a 1-year warranty. This warranty covers defects in workmanship and materials, not wear or accidental damage.

European Union territory:
Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

EEZ 1 year warranty:
Norway, United Kingdom, Switzerland, Iceland, Liechtenstein

Any refurbished product bought from our official online store carries a 1-year warranty from the date of purchase.

If Azeron SIA inspects your keypad and finds that it was defective in materials or workmanship, it will be repaired or replaced at no cost.

This warranty does not cover:

• Software, including (without limitation) third-party software, or the reloading of software, software configurations or any data files; problems with and/or damage to the product caused by using accessories, parts, or components not made by Azeron SIA, damage caused by service (including upgrades and modifications) performed by anyone who is not officially acting as an employee, representative or sub-contractor of Azeron SIA;
• Claims arising from any unacceptable use or care of the product, including (without limitation) misuse, abuse, negligence, unauthorized modification or repair, unauthorized commercial use or any operation of the product outside Azerons recommended parameters;
• Claims arising from external causes, including (without limitation), accidents, acts of God, liquid contact, fire or earthquake;
• Products with a serial number that has been altered, obliterated or removed;
• Counterfeit products (any products that Azeron SIA at its sole discretion, determines were not manufactured by Azeron SIA.);
• Products for which Azeron SIA will not receive payment;
• Cosmetic damage, minor cosmetic abnormalities and normal wear and tear, including (without limitation), scratches, dents and chips.

Remedies under this limited warranty. If an eligible claim on the limited warranty is received by Azeron SIA within the applicable warranty period, Azeron SIA will either:

• repair the product or the defective parts at no charge, using new or refurbished replacement parts;
• provide online Azeron vouchers of a value equivalent to the retail purchase price of the product;
• exchange the product with a product that is new or which has been manufactured from new or serviceable used parts and is at least functionally equivalent to the original product.

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods. Azeron SIA reserves the sole right to determine whether a claim is eligible and/or whether the product is defective. Azeron SIA has the sole option to provide any other type of remedy in addition to or in substitution of the aforesaid remedies.

Limitation of Liability

Except where prohibited by applicable law, Azeron SIA shall not be liable for any special, incidental, indirect, or consequential damages whatsoever, including but not limited to:

• Lost data, loss of profits, revenue, or data (whether direct or indirect);
• Commercial loss from breach of any warranty.

Data Recovery

We strongly recommend you to save your profile files on any other suitable storage as when a keypad is returned to us, the first thing we do is perform full factory reset at the secure Azeron SIA facility. If erasure is not possible, the storage hardware is destroyed. Azeron SIA employees will NOT check if data recovery is possible.

Returns

At Azeron, we stand behind our products. If you purchase a new product from us and are not entirely satisfied, you can return it for a refund within 30 days from the date of delivery, 14 days for refurbished keypads.

Please email us on info [at] azeron [dot] eu for return instructions before sending any product back. Any product returned to us without prior authorization from Azeron support will be considered an unauthorized return, and you will not receive credit for the product and we will not ship the product back to you.

Azeron SIA will not refund any charges for the initial shipping and handling of the product to you and any modification costs including nameplate change, custom frame or color costs as it is an additional service. We can help you arrange shipping with our courier, should you require so, at your own cost.

If you would like to cancel the order, but the product has already been shipped, you will have to reship the product back to us at your own expense. Once it goes out of our warehouse, we cannot cancel your order.

Return Terms and Conditions:

• All returned items must be in AS NEW condition and original packaging;
• All products that are part of the order should be returned;
• The product will be considered returned once the product has been delivered to Azeron, the package has been opened, and the contents verified;
• It is strongly advised that a trackable shipping method is used;
• Azeron is not responsible for returns that are lost or damaged in transit.

Azeron SIA reserves the right at its sole discretion to determine wherever refund, refusal or partial refund to a client will be made if the returned product doesn't meet above conditions.

Damaged or Incorrect Orders

If your order is damaged during shipment, or your order was delivered with incorrect item(s), please email our support team to info [at] azeron [dot] eu within 14 days of the delivery date. Please be ready to provide the following information:

• Order Number;
• Date of Order;
• Proof of purchase;
• Pictures or video with damaged item(s);
• Item(s) received.

Our dedicated support team will review the information you have provided and contact you via email with a solution.

Video on how to pack your keypad safely can be found here.

Returns address: SIA "Azeron", Rupniecibas iela 2, Ventspils, LV-3601, Latvia
If requested by the courier, the HS Code is: 84716060

IMPORTANT! Please send us a tracking number after you ship it out, otherwise, we will not be able to clear the shipment from customs and it may be returned to the sender.

Warranty Returns or Exchange

Before returning your keypad we would like you to:

• Take photos before shipping in case it arrives damaged, should you need to make a claim against courier provider;
• Save your profile files on any other suitable storage as when a keypad is returned to us, the first thing we do is perform full factory reset;
• Pack it in a box, not a soft parcel or big envelope (we've had those as well);
• Make sure the product in the box is safe from damages during transportation.

All items should be cleaned before returning to us for repair or refund as Azeron reserves the right to charge a cleaning fee if the item is returned dirty. We recommend using window cleaning liquid with soft cloth to easily clean your items.

Video on how to pack your keypad safely can be found here.

In case you haven't got the original packaging, we would request to pack the keypad at the same size box as you received. The box dimensions and weight are significant - the box size should not exceed 21x31x19 cm (8.26x12.20x7.48 inches) and the weight should not exceed 2kg (4.41lbs).

IMPORTANT! When shipping the keypad (for returns or exchange), please send the information with the tracking number and also the carrier you use (Fedex / UPS / DHL/ local mail and etc.) to our e-mail info [at] azeron [dot] eu, otherwise we will not be able to clear the shipment from customs and it may be returned to the sender.

Returns address: SIA "Azeron", Rupniecibas iela 2, Ventspils, LV-3601, Latvia
If requested by the courier, the HS Code is: 84716060

Refunds

Once your return is received and inspected, we will send you an email to notify you we have received your returned item.

Azeron SIA reserves the right not to refund any items received that have clearly visible usage marks, modifications or other alterations. If the item is returned dirty, Azeron SIA may charge a cleaning fee equal to 10% of total order value. If we approve your refund we will process your payment and a credit will automatically be applied to the original method of payment.

All refunds for returned products are issued within 5 business days of us receiving your return package at Rupniecibas iela 2, Ventspils, LV-3601, Latvia and should show on your bank statement within 3-14 business days after refund has been issued.

All refunds for products that haven't been shipped are issued within 5 business days of receiving your request and should show on your bank statement within 3-14 business days after the refund has been issued.

IMPORTANT!

• Priority production is not refundable, as it is a service and not a product;
• Customs, taxes and import duties are non refundable;
• PayPal commission fee is not refundable;
• Return costs for unwanted items are at the responsibility of the customer.

Late or missing refunds

If you haven’t received a refund on time:

1. Check your bank account again;
2. Contact your credit card company, it may take some time before your refund is officially posted;
3. Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at refunds [at] azeron [dot] eu.