Warranty & Complaints

Warranty period

At Reporterstore we provide a standard 2 year warranty on all products, with the exception of the products 'excluded from warranty' and 'limited warranty' below. On Boya products we even give a 3-year warranty.

What is warranty?

If a product is defective due to a manufacturing fault or when it has a significantly shorter lifespan than can logically be expected, you can rely on warranty. A defective product that is still under warranty can be returned to us and repaired or replaced. Repairing or replacing is free. If a product is defective within 30 days of purchase (due to a manufacturing defect), you are entitled to immediate replacement instead of repair. Returning for another reason is done via the 'return' page.

Use the warranty period

Defect at delivery

If a box or the product is seriously damaged on delivery, we advise not to accept the shipment. You will automatically receive a new product as soon as the defective refused shipment is returned to us.

If the shipment has been accepted, please contact us and send us a picture of the defects. You can return the product after reporting the defect. You will receive a new product as soon as the shipment is returned to us.

Defect within the first 30 days after delivery

If a product fails (due to a manufacturing fault) within the first 30 days after delivery, you are entitled to a direct replacement of the defective product with a new product. All shipping costs are for our account. If we do not find a defect, we can charge research costs of up to 50 euros including VAT, and the shipping costs are also at your expense.

Defect outside the first 30 days after delivery

If a product fails (due to a manufacturing fault) within the warranty but outside the first 30 days after delivery, we will have the product repaired by an official repair center or by the supplier. All shipping and repair costs are for our account. The repair can only take weeks, depending on the defect and the location of the repair center. If we do not find a defect, we can charge research costs of up to 50 euros including VAT, and the shipping costs are also at your expense. If the defect is not remedied with the repair, you can return the product again. We give 90 days warranty on repairs. The original warranty period of the purchased product does not change due to the repair.

Limited warranty

The products below have a limited warranty for normal use or normal quality. If the product does not meet the use function or normal quality, or contains a clear manufacturing error, you can rely on the warranty.

1. Products manufactured by the purchaser, which are not prefabricated and which are manufactured on the basis of an individual choice or decision of the buyer, or which are clearly intended for a specific person;
2. Products that spoil quickly or have a limited shelf life;
3. Sealed products that for reasons of health protection or hygiene are not suitable to be returned and of which the seal is broken after delivery (such as plop caps);
4. Sealed audio, video recordings and computer software, the seal of which has been broken after delivery;
5. The delivery of digital content other than on a tangible medium, but only if: a. The performance has begun with the express prior consent of the buyer; and B. the buyer has stated that he thereby loses his right of withdrawal.
6. Consumables without or in opened packaging such as lamps and liquids.
7. Products that have accelerated wear (such as cables and windshields) due to the application type, have a limited warranty.

Excluded from warranty

The products below are excluded from warranty.

1. Products that are visibly used, damaged or incomplete unless the seller agrees after notification of this by the buyer. Only a part will then be paid back to the current market value.
2. Products with damage due to 'improper use'. If a product breaks down due to rough or improper use, or due to poor maintenance, this damage is not covered by the warranty.
3. Products with moisture or water damage.
4. Products with a broken display / screen.
5. Products that have suffered damage due to poor packaging when returning to us.

Return steps for warranty

1. Register your warranty request via service@reporterstore.com. Mention your order number, name and telephone number. Describe the defect or the reason for your warranty claim.

2. State the original order number on the package and include a copy of the invoice in the package. Make sure that the product comes back completely and undamaged. Do you no longer have the invoice? Then you can look up the invoice here.

3. Send your package back to us with the received return label. The package will be picked up or you can drop it of at the local package depot. In some cases we ask you to sent the product back yourself. With a receipt of the shipment, we will then refund the shipment costs.

4. If it concerns a warranty return within 30 days after delivery, then the replacement new product will be sent to you within 3 working days, after the return has been received and has been checked. If it concerns a warranty return outside of 30 days after delivery, we will have your product repaired, this can take several weeks.

5. You will receive the replacement product or repaired product shipped to you for free.

Defect outside the warranty period

You can always make a repair request. The costs for all shipments are at your own expense. We always first issue a statement of the repair costs. If you agree, the costs will be charged and your product will be repaired. There is a warranty of 90 days on repairs. Repairs can take several weeks. If you do not agree with the repair costs, we will charge research costs of 50 euros including VAT.

If you have any questions about the warranty, you can always contact us.

Complaints

We recommend that you first notify us of complaints by emailing service@reporterstore.com. If this does not lead to a solution, it is possible to register your dispute for mediation via the Dutch WebwinkelKeur Foundation. From 15 February 2016, it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. If your complaint is not yet processed elsewhere, you are free to file your complaint via the European Union platform.