Returns & Repairs

14-day money-back guarantee

When you shop on Timemoto.com, you enjoy a 14-day money-back guarantee on all items (excluding software packages). During this time, you can return an item purchased from our online store for a full refund, without stating a reason. You can submit the return with our return request form. Please note that certain limitations apply to this guarantee; we encourage you to familiarize yourself with these requirements prior to delivery:

• The item must be unused.

• There must be no visible damage or signs of use.

• The product and all accessories, manuals and packaging must be returned in their original state.

• The guarantee does not apply to software packages.

We may reduce or decline your refund if the item has been used or damaged or is incomplete. In practical terms, this means you may inspect an item to determine its suitability, but you may not use it; any action that renders the item “used” voids your right to the 14-day money-back guarantee.

We will refund a reduced amount if:

• The product has been damaged, either by you or on its journey back to us.

• Once we receive your return, we will refund your purchase amount within 30-days (subject to the limitations above).
  If you paid with a credit card, the refund will be credited to your card. If you choose to have UPS pick up your return shipment, please note that the cost will be deducted from your total refund.

Defective on Arrival policy

We offer a 7-day DOA (Defective on Arrival) policy. If a product you’ve purchased becomes defective within 7-days of receipt, we will send you a new one, completely free of charge. Simply notify us within the 7-day period, and after approval, submit a return request. We will pick up the defective product and deliver a new one at no cost to you.

Please note that the defective goods must be returned in their original packaging. Items returned without their original packaging cannot be accepted for DOA; they will be sent for repair under warranty instead.

After the 7-day period, the standard warranty terms apply.

Repair request

If your product is not functioning properly, we will do everything we can to fix it as quickly as possible. Our in-house repair department will professionally repair your product, in the shortest possible time. If your product becomes defective within the warranty period, we will repair it free of charge. If the item is no longer under warranty, we will provide a no-obligation quote for repairs. (Please note that you will need to pay the cost of shipping the item to us.)

The repair request process

In order to process your repair request, we require some information about the product and the accompanying order. Therefore, we’ve created an easy-to-use form for you to fill in. You will find this form on our repair request page.

After you complete the form and submit your request, we will contact you by e-mail as soon as possible with further instructions on how to return your product. These instructions will include your return label and unique RMA return number. Please wait for these instructions before returning your product to us; without both the return label and RMA number, we cannot accept your return.

Please note our terms and conditions:

• The warranty is only valid for technical defects of the product and excludes cleaning and maintenance. Please make sure that your device is properly cleaned and contains all current updates. If not, we will have to charge costs for the repair and initial shipping.

• As soon as you receive the return label from us, the product must be returned within 14-days. We bear the costs for the return shipment. If an alternative shipment method is used, we will not cover the shipping costs.  We would like to avoid any damage to your device, where possible. Therefore, please make sure that the product is packed safely for transport.

Return instructions

The return request process:

In order to process your return request, we require some information about the product and the accompanying order. Therefore, we’ve created an easy-to-use form for you to fill in. You will find this form on our return request page.

After you complete the form and submit your request, we will contact you by e-mail as soon as possible with further instructions on how to return your product. These instructions will include your return label and unique RMA return number. Please wait for these instructions before returning your product to us; without both the return label and RMA number, we cannot accept your return.

Return shipping costs

When you wish to return one or more products, some additional costs may apply. Simply read our different policies below to find out which one applies to your return.

Please note that the following policies only apply to countries and regions within the European Union, The United Kingdom and Switzerland. If you want to return your product from another region, different exceptions may apply. Please contact us for more information.

Return Shipments - Within 14-day satisfaction period

You can return the product to us, using your own preferred carrier that you pay for in advance. Once we have received the package, we will refund you the cost of the product. The cost of the return shipment will not be covered by TimeMoto as is stated in our Terms & Conditions.

You can also choose to request a return label from us. We will then provide you with a UPS label that you can use to ship the product back to us. Once we have received the package, we will refund you the amount you have paid for the product. The price of the UPS label will be deducted from the refunded amount. Please note that the price of your return label can vary per country.

Repair shipments - Within warranty period

If you need to ship your product to us for a repair, you can do so by submitting a repair request. You will then receive a free UPS label from us, which you can use to ship the product. After your product has been repaired, it will be shipped back to you. You will not have to pay any of the shipping costs.

Please note that if your device is not in need of actual repair, but the issue is related to maintenance, including cleaning, updating or calibrating the device, the shipping costs and servicing costs will be charged.

Repair shipments - Outside warranty period

If your product is not covered by our warranty anymore, but needs to be repaired, you can still ship it to us. You can use your preferred carrier or request a return label from us. Please note that the cost of the repair services and the return label will be charged.

If we cannot repair your product, we offer free recycling. Alternatively, we can return the product to you, but shipping costs will be charged.

Disclaimer

Your products and returns are shipped from our warehouse in The Netherlands. If you are shipping your product to us from a country or region outside of the European Union, additional duties, import or export costs may apply. Please contact us for more information.

CE Certification

Our products meet all applicable European safety guidelines. Please contact our customer care team to request a copy of the CE Declaration of Conformity (DoC) for any product.

CE stands for Conformité Européenne, and this mark indicates compliance with EU product legislation.

WEEE Regulations

TimeMoto is committed to manufacturing products that have a minimal impact on the environment. As part of this commitment, we embrace the WEEE European Directive. WEEE stands for Waste Electrical and Electronic Equipment. In line with WEEE objectives, our design process for each new product includes the following considerations:

• Durability and long product life

• Ease of disassembly and recycling

• Identification of plastic material

• Energy-saving features

• Reduced use of hazardous substances

• Use of recycled material and reuse of parts

In addition, our WEEE team monitors the introduction of legislation in individual European countries, in particular, the recycling targets that member states must meet. For example, the WEEE Directive became UK legislation in January 2007.

Our entire organization worked hard to fulfil the requirements:

• We ensured that all new products carry the appropriate WEEE marking.

• We developed internal systems to ensure that all data requirements can be met.

• We became a member of the Environment Agency’s Producer Compliance Scheme to meet our obligations for UK business-to-consumer (B2C) transactions.

• We formed relationships with appropriate partners in recycling, logistics and refurbishment to ensure that we can provide a take-back service, should any of our UK customers require it.

Thanks to the groundwork laid here, we also meet all our obligations for business-to-business (B2B) transactions, and our framework can be tailored to meet individual customers’ needs as part of our commitment to a healthy environment.