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 date of shipping 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.);
• 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.

Repaired or exchanged Products shall be warranted free from defects for a period of sixty (60) days after date of repair or exchange (as the case may be), or for the remainder of the original Warranty Period, whichever is longer.

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.

Service parts

Azeron SIA 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 done correctly and leads to 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 send us an email at info [at] azeron [dot] eu, 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, Azeron SIA 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, 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 value our customers' satisfaction, and we are committed to providing a hassle-free return process for our products. If you purchase a new product from us and find yourself unsatisfied, you have 60 days from the date of delivery to initiate a return. For refurbished keypads, the return period is 14 days.

To begin the return process, please send us an email at info [at] azeron [dot] eu, 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 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.

Azeron SIA 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 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.

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

Any orders returned not in original packaging and/or has missing components (usb cables, thumbstick caps, screwdrivers, etc.) will be subject to a charge of EUR 20.00, that will be deducted from the refund.

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 Azeron within 60 days of receiving the product (14 days for refurbished units) to initiate the return process;
• 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, COMPACT, CLASSIC, CYRO.

Please note that any order returned without the original packaging or with missing components will be subject to a charge of EUR 20.00, which will be deducted from the refund.

Azeron SIA will not refund charges for the initial shipping and handling of the product, nor will we refund any modification costs, such as custom nameplate selection, custom frames, or color alterations, as these are considered additional services. However, if you require assistance, we can help you arrange shipping with our courier at your own cost.

Special edition keypads, which are available for pre-selection from the color 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.

Azeron SIA reserves the right not to refund any items received with clearly visible usage marks, modifications, or other alterations. If the returned item is found to be dirty, Azeron SIA may charge a cleaning fee equal to 10% of the total order value.

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, otherwise we will not be able to clear the shipment from customs and it may be returned to the sender.

IMPORTANT!

• Expedited Assembly 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.