Return Request Policy

 

Return Request Policy / Authorization:

The BlueStar return policy allows all customers to request an RMA number for equipment, parts or supplies return within 30 days of shipment from BlueStar Office.

Once the RMA return has been authorized (RMA number issued), the goods must be received by BlueStar within 15 days of the RMA issue date for all customers.

Request of RMA:

• Request an RMA number by filling out the RMA pdf-form. Referencing the original Invoice. Please write in English.

• After receiving the approval by Return Order Confirmation please prepare the items for shipment to BlueStar or pick-up.

Packing:

- Package the RMA in an outer or shell box. Please do not write on the return package.

- Enclose a copy of the Return Order Confirmation on the outside of the package and include the invoice if/from NON EU country.

- Multiple RMAs can be returned in the same box. Please enclose a copy of each Return Order Confirmation with the merchandise as applicable.

Shipping:

1. Customer arrange shipment

- Send the items to below return address with a shipping method that provides a tracking number.

RMA Shipping Address:

BlueStar Europe Distribution B.V.
BlueStar VAS / FedEx Sc
De Run 4255 / 5503 LM
Veldhoven
The Netherlands

2. BlueStar arrange pick-up

- Before pick-up, TNT will call the customer to arrange an pick-up appointment

- TNT will collect the RMA and ship it to BlueStar

Note: BlueStar will not held responsible for any damage, lost or other issues during the transport.

 

General Terms & Conditions 

•  After requesting an RMA the customer allows BlueStar:
- (if needed) to evaluate and discuss the request internally for 24 hours
- to analyze the products before the official approval with order confirmation
- (if needed) to evaluate and discuss the issue with the vendor for 48 hours

• Item(s) installed with different software or any custom configurations are not allowed for return

• Item(s) that have been used or without original packaging are not allowed for return

• The Return Order Confirmation need to be placed on the outside of the package

• Only items with a valid RMA number should be returned. Any product returned without proper documentation will be refused.

• Item(s) must be arrive at BlueStar within 15 days after RMA confirmation, if not BlueStar will refuse the RMA.

 

Incorrect ordered

• Incorrect ordered items must be request for an RMA within 30 days of invoice date

• In case the customer ordered incorrect items BlueStar will charge restocking fee
Restocking fee: 15% of selling price of the returned items with a minimum of € 20,-

• In case the customer ordered incorrect and prefer that BlueStar arrange the pick-up, transport fee will be charged

Transport fee: Variable fee € 20 - € 100, (consult VAS team for exact rate)

• Item(s) requested to return must contain all its original contents including all accessories, bags, CD’s and manuals

• Supplies, ribbons, cartridges, label & paper rolls incorrect ordered by the customer are not allowed for return and non-refundable.

• Freight costs from the original invoice will not be credited in case of Incorrect ordered by customer or by partial invoice returns

• When item(s) need re-pack or missing some parts, repacking/reconditioning fee will be charged

Repacking/reconditioning fee: € 20, - per packaging / missing parts will be charged based on replacement costs

• When item(s) are in unacceptable condition VAS team will reject the RMA and charge handling fee

Handling fee: 10% of selling price of the returned items with a minimum of € 25,-

• The customer pays freight back in all situation except for BlueStar default, product out of box failure. BlueStar reserves the right to determine the appropriate shipping method for the replacement goods.

 

Damaged by transportation

• After receiving a damaged shipment the customer must request for an RMA within 5 working days (send photo as proof)

• In case the receiver refused shipment without any permissible reason BlueStar will charge restocking fee.

Restocking fee: 15% of selling price of the returned items with a minimum of € 20,-

 

DOA/Repair Returns:

• Claims for DOA (Dead on Arrival) must been submitted within 5 working days after receiving 

• For products of Vendors with DOA/Repair conditions, BlueStar will execute the related DOA/Repair procedure under Vendors conditions
- VAS team will identify the terms and conditions of the Vendor if necessary and inform the customer how to proceed

• Installed software or data might get lost during the repair/test process. It is the customer’s responsibility to save/back-up data or software prior to repair

(If applicable) handling fee:
- No fault found: 10% of the inspection fee from the Vendor with a minimum of € 25,-
- Repair cost for non-warranty: 15% of the repair costs with a minimum of € 25,-

Contact

TECHNICAL SUPPORT

techsupport.emea(at)bluestarinc.com