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

SIA Azeron offers a 2-year warranty for all new products purchased from our official online store within the EU territory, starting from the date of shipping. Purchases made from non-EU countries receive a 1-year warranty. This warranty covers defects in workmanship and materials, excluding 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 (European Economic Zone) 1-year warranty applies to:
Norway, United Kingdom, Switzerland, Iceland, Liechtenstein

All refurbished products purchased from our official online store come with a 1-year warranty from the date of purchase.

If SIA Azeron finds that your keypad is defective in materials or workmanship upon inspection, it will be repaired or replaced at no cost.

Exclusions from warranty coverage:

  • Software issues, including third-party software, software reloading, configurations, or data files;
  • Problems or damage caused by using non-SIA Azeron accessories, parts, or components;
  • Damage resulting from unauthorised service, upgrades, modifications, or commercial use;
  • Claims arising from misuse, abuse, negligence, unauthorised repair, or operation outside Azeron's recommended parameters;
  • External causes such as accidents, liquid contact, fire, or natural disasters;
  • Products with altered, obliterated, or removed serial numbers;
  • Counterfeit products not manufactured by SIA Azeron;
  • Cosmetic damage, minor abnormalities, or normal wear and tear.

Remedies under the limited warranty:

  • Repairing the product or defective parts at no charge, using new or refurbished replacement parts;
  • Providing online Azeron vouchers equivalent to the product's retail purchase price;
  • Exchanging the product with a new or functionally equivalent product.

Repaired or exchanged products are warranted free from defects for 60 days after the repair or exchange date or for the remainder of the original warranty period, whichever is longer.

Refurbished goods may replace goods presented for repair, and refurbished parts may be used for repairs. SIA Azeron reserves the right to determine claim eligibility and product defects. Additional remedies may be provided at the sole discretion of SIA Azeron.

Limitation of Liability

Except where prohibited by applicable law, SIA Azeron 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 resulting from the breach of any warranty.

Data Recovery

We strongly recommend saving your profile files on another suitable storage device because when a keypad is returned to us, the first step is a full factory reset at the secure SIA Azeron facility. If erasure is not possible, the storage hardware is destroyed. SIA Azeron employees will NOT attempt data recovery.

Service parts

SIA Azeron warrants that all service parts purchased from our webstore shall be free from defects in materials and workmanship for a period of thirty (30) days from the date of delivery.

If the customer's installation of service parts is not performed correctly and results in damage or malfunction, it may not be covered by the warranty.

Warranty Repairs or Exchange

Before returning your keypad we would like you to:

  • To begin the return process, please contact us and we will provide you with return instructions. It's essential to obtain prior authorization from Azeron support before sending any product back.
  • 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.

To ensure that the keypad arrives intact we require that you pack your keypad in the original packaging in which you originally received the keypad. If keypad arrives in any other sort of packaging and has been damaged during the transit, repairs will be carried out after receiving a payment of EUR 20.00

If the item is returned dirty, SIA Azeron may charge a cleaning fee equal to 10% of total order value. We recommend using window cleaning liquid with soft cloth to easily clean your items.

Videos on how to pack your keypad safely: CYBORG II, CYBORG, COMPACT, CLASSIC, CYRO.

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

Returns 

At Azeron, we prioritise customer satisfaction and strive to offer a straightforward return process for our products. If you are not satisfied with our product, you have 60 days from the date of delivery to ship it back for a refund. For refurbished keypads, the return period is 14 days.

To begin the return process, please contact us, and we will provide you with return instructions. It's essential to obtain prior authorization from Azeron support before sending any product back. Unauthorised returns will not be eligible for credit, and we will not ship the product back to you.

If you require assistance, we can help you arrange shipping with our courier at your own cost.

If you decide to cancel your order after the product has already been shipped, you will need to return the product to us at your own expense. Once the product leaves our warehouse, we are unable to cancel the order

For the return to be accepted, please ensure the following conditions are met:

  • The returned item must be in AS NEW condition and in its original packaging;
  • All accessories originally included with the product, such as thumbstick caps, cables, and screwdrivers, must be included;
  • The product will be considered returned once it has been delivered to Azeron, and the package contents have been verified;
  • We strongly recommend using a trackable shipping method for the return, as Azeron is not responsible for returns lost or damaged in transit.

SIA Azeron reserves the right, at its sole discretion, to determine whether a refund, refusal, or partial refund will be issued if the returned product does not meet the above conditions.

Damaged or Incorrect Orders

If your order is damaged during shipment, or your order was delivered with incorrect item(s), please contact us 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.

Videos on how to pack your keypad safely: CYBORG II, CYBORG, COMPACT, CLASSIC, CYRO.

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.

Refunds

In order to qualify for a full refund of the purchase price of the product (exclusive of initial shipping and handling charges)

  • Contact us, to initiate the return;
  • Ship the product within 60 days of the delivery day. (14 days for refurbished units);
  • Ensure that the item is returned in the same condition as supplied, with all components included (usb cables, thumbstick caps, screwdrivers, etc.);
  • Pack your keypad in the original packaging in which you originally received it to ensure it arrives intact. You can refer to the videos on how to pack your keypad safely: CYBORG II, CYBORG, COMPACT, CLASSIC, CYRO.

Non refundable:

  • Modification costs (such as custom nameplate selection, custom frames, or colour alterations);
  • Expedited Assembly fee (as it is a service, not a product);
  • Payment commission fees;
  • Initial shipping and handling costs;
  • Customs and import duties;
  • The return shipping fee, whether arranged by the customer or coordinated through us;
  • Fees incurred due to the customers malicious actions will not be refunded AZERON SIA reserves the right to deny any refunds associated with such actions.

Possible deductions:

  • If the returned item shows signs of use or modifications, SIA Azeron reserves the right to reduce the refund to cover repair costs;
  • A cleaning fee of 10% of the total order value may be applied if the item is returned dirty;
  • Returns missing the original packaging or components will be subject to a EUR 20.00 charge.

Special edition keypads, which are available for pre-selection from the colour choice section on the ordering page, are eligible for a full product price refund in case of a return, provided you meet the qualifying conditions. These keypads are considered part of our regular product offering and are not classified as modified products.

Keypads that have been modified to suit individual requirements by altering any of the standard keypad components available for the purchase in the online store are not eligible for refunds.

SIA Azeron reserves the right not to refund any items that were shipped late or received with clearly visible usage marks, modifications, or other alterations.

Once your refund is approved, we will process the payment, and a credit will be automatically applied to the original method of payment. Refunds for returned products are typically issued within 5 business days after we receive your return package at Rupniecibas iela 2, Ventspils, LV-3601, Latvia. The refund should appear on your bank statement within 3-14 business days after the refund has been issued.

For products that haven't been shipped, refunds 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.

For the refunds the following rules apply:

  • Refunds use the same payment method that was used to pay for the order. You cannot issue a refund to a different card or bank account;
  • Refunds are issued in the same currency that the customer used to pay for the order. If the customer paid in Euros, then they receive a refund in Euros;
  • If the currency needs to be converted for the refund, then the current currency rate, and not the currency rate at the time of the order, is used in the conversion;
  • You're charged a currency conversion fee when the payment is converted, but not when a refund is issued. Currency conversion fees and credit card fees aren't returned to you when you issue a refund.

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

IMPORTANT!

  • 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.