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Returns and complaints

Do I have any right of return?

Information on your ‘right of withdrawal‘ can be found here.

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What can I do if I am not happy with an article?

After exercising your ‘right of withdrawal’, you are welcome to support us in processing your return parcel.

In order for us to be able to process your order quickly and efficiently, please proceed as follows: First, please download the Returns Form , fill it in and include it in the package with your returned goods. Then send the goods back to us as an insured package and with sufficient postage. The postage costs will be refunded later if the claim is found to be justified.

All returns must be sent to the following address:
nimax GmbH
Otto-Lilienthal-Str. 9
86899 Landsberg a. Lech
Germany

After receiving your returned goods at our warehouse, we will inspect them and process them according to the information you have provided. This usually takes around one week, but can take up to four weeks during busy periods.

Note: Please use the original packaging, if still available, or use equivalent packing for the return in order to ensure safe transport.

 

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The article I ordered is defective, how do I complain?

Please use our contact form for registering a complaint and initiating an exchange. Please select the appropriate subject on the form and fill it out completely. You will subsequently receive an email from us with additional information regarding the exchange procedure.

Please note that we only accept orders concerning exchanges or returns in writing or by email. Only in this way can we be sure that we have received all the necessary details enabling us to process your order promptly.
In order for us to be able to process your order quickly and efficiently, please proceed as follows:

First, please download the Returns Form , fill it in and include it in the package with your returned goods. Then send the goods back to us as an insured package and with sufficient postage. The postage costs will be refunded later if the claim is found to be justified.

All returns must be sent to the following address:
nimax GmbH
Otto-Lilienthal-Str. 9
86899 Landsberg a. Lech
Germany

After receiving your returned goods at our warehouse, we will inspect them and process them according to the information you have provided. This usually takes around one week, but can take up to four weeks during busy periods.

Note: Please use the original packaging, if still available, or use equivalent packing for the return in order to ensure safe transport.

 

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How do I get technical support?

Telescopes and their accessories are often products that need some explanation. Our experts are there to take care of any technical questions you may have.

The best way is simply to use the Service-Portal in order to receive information as quickly as possible.

We will do our very best to assist you.

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How are warranty claims dealt with?

Products, such as telescopes, will be collected from you by us in the case of guarantee claim within the guarantee period. The necessary repairs and/or replacement will then be carried out by us or directly by the manufacturer.

Please send smaller articles back to us as cheaply as possible, but with sufficient postage. We will immediately refund the postage costs to your account in the case of a successful guarantee claim. However, we can arrange for collection here too. Additional costs, resulting from using shipping methods that are too expensive, e.g. express delivery, will not be refunded however.

Please note: We will not accept unannounced packages or packages with insufficient postage.

We cannot guarantee that every article will always function perfectly. But we will always do our best to find a satisfactory solution for you. That is our constant goal.

 

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How long is the guarantee period?

The guarantee period on articles purchased within the European Union is usually 24 months and commences with acceptance of the goods. The guarantee does not apply to damage due to natural wear-and-tear or to inappropriate use of the article.

Some manufacturers will give a warranty on your purchase that extends beyond this period, in some cases even up to a lifetime guarantee.

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16.07.2018
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