WARRANTY AND SERVICE
Of course, you will receive a guarantee on all products that you purchase from StrayShop. This is provided by the manufacturer or importer itself. In case of a problem, you can contact the manufacturer or importer directly (this is the fastest way) or report the case to StrayShop.
If you want to report it to StrayShop, you can send an email to service@strayshop.com with the order number or invoice number in the subject of the email and we will be happy to assist you.
Please state the brand, type, serial number and complaint in your email. Attachments (maximum 3) such as photos no larger than 150 kb each.
You must keep the original StrayShop invoice at all times.
Article 1 Warranty
1.1 StrayShop guarantees that the products are free from construction and/or material defects, to the extent that this follows from these warranty provisions.
1.2 The warranty can only be invoked by the first owner of a product supplied by StrayShop.
1.3 The warranty expires in accordance with the provisions of Articles 3.1 and 5.1.
1.4 The warranty is not transferable.
1.5 The guarantee provided by StrayShop on the basis of these conditions does not affect the possibility of holding the seller liable on the basis of the ordinary statutory provisions of the Civil Code.
Article 2 Warranty period
2.1 StrayShop products are guaranteed against construction and/or material defects, the exact warranty period is stated on your invoice which also serves as proof of warranty.
2.2 No warranty is given on parts that are subject to wear and tear, unless there are construction and/or material errors.
Article 3 Warranty exclusions
3.1. The warranty will lapse in the following cases:
- If the original invoice cannot be provided, has been altered or has been made illegible.
- Professional use: All items are only suitable for NON-professional/business use
- If changes have been made to or in the product, including repairs not authorized by the manufacturer
- Damage, breakage, wear.
- Incorrect and/or careless use of the product and use that is not in accordance with its intended use.
- If the product is not maintained in accordance with the service booklet;
- Technical repairs have not been carried out in a professional manner;
- Subsequently fitted parts do not correspond to the technical specification of the product in question or have been incorrectly fitted;
Article 4 Warranty parts
4.1. During the warranty period, all parts that StrayShop determines to have a material and/or construction defect will be repaired or reimbursed at StrayShop's discretion. Any costs of (dis)assembly will be borne by the owner.
4.2. Costs of transporting the product to and from StrayShop shall be borne by the owner.
4.3 If a specific part is eligible for warranty and the original is no longer available, StrayShop will provide an alternative that is at least equivalent.
Article 5 Filing a claim
5.1. Claims under this warranty must be submitted for inspection. At the same time, proof of purchase must be provided. This claim must always be submitted by email, stating your name and address, telephone number, invoice number and, if applicable, the serial number of the device.
Article 6 Liability
6.1 A warranty claim honored by StrayShop does not automatically mean that StrayShop also accepts liability for any damage suffered.
StrayShop's liability never extends further than described in these warranty conditions. Any liability of StrayShop for consequential damage is expressly excluded. The provisions of this provision do not apply if and to the extent that this results from a mandatory legal provision.
Return procedure for defects and incomplete shipments
1. What should I do?
You report the defective or incomplete product to the StrayShop support department. You can do this by sending an e-mail to service@strayshop.com . NB A number of manufacturers provide their own return service and warranty handling, for which you can contact them directly.
2. What is the next step?
After receiving your email, we will process your request. We aim to email you an answer with the return address no later than the next business day. You can then return the product. This must be done within 14 days.
3. What should I consider when returning an item?
It is very important that you return the product complete, in the original packaging. The product must be carefully and properly packed for transport. Unless otherwise stated, a printed copy of the order confirmation (sent to you by StrayShop via e-mail) must be enclosed. Furthermore, the e-mail correspondence regarding the return must be clearly enclosed. Products without will not be processed!
The products must be returned to:
StrayShop
Industrial Street 75
6681LN Bemmel
Netherlands
If the above conditions are not met, the warranty will lapse. If the product is carelessly packaged, costs for repackaging and repair may be charged. If the error is on our side (incomplete article or not working), the shipping costs will be fully reimbursed to you. In other cases, the costs for shipping to our warehouse are at your expense. You are then responsible for any damage or loss during transport to our warehouse. This cannot be recovered from our transport insurance.
4. What happens after I have returned the product?
After receiving a product sent by you, we will send you a confirmation of receipt by e-mail. We reserve the right to have all offered products checked to determine whether the complaint/fault report is justified. If the stated complaint/fault is not found, the product will be returned and any costs for reshipment will be charged.
5. And how long do I have to wait?
It depends on the situation. There are 3 variants:
5.1. Upon receipt, the items appear not to work.
Products that are defective within 3 weeks of our invoice date and for which the manufacturer has a regulation are eligible for this. This so-called "DOA regulation" (Dead On Arrival) means that upon receipt of the returned product it is determined whether the product has been correctly reported as DOA. Upon acceptance, a new product is sent immediately. However, if the product does not qualify for this regulation, the normal warranty procedure automatically applies. This also applies to products for which the manufacturer does not have a DOA regulation. Please note! If you order a new product before the defective product has been accepted as DOA, you do so at your own risk.
5.2. The articles show defects within the warranty period
We apply the manufacturer's warranty for all our products from the time of our delivery. Within this period we will cover the costs of the parts. Returned products will be repaired by the manufacturer. Certain defective products will be exchanged immediately, without us charging any costs. The lead time is 3 weeks, calculated from the day we received the product from you.
5.3 The articles show defects outside the warranty period
This handling applies to products that are outside the manufacturer's warranty period, were not purchased from us or are outside the warranty due to careless use or careless packaging for transport to us. All costs will be submitted to you in advance for approval by means of a written quotation. If you do not agree with the quotation, research costs of € 35 will be charged, possibly increased by the costs charged to us by third parties. Here too, the lead time is 3 weeks, to be calculated from the day that we received the product from you.