Repair & return
Microtronics products are manufactured using quality-assured processes. The Microtronics Engineering GmbH production site is ISO 90001 certified. All products are tested and/or calibrated before being shipped to the customer. This ensures that Microtronics Engineering GmbH products perform to their full capacity upon delivery.
Despite Microtronics Engineering GmbH's most rigurous quality assurance measures, malfunctions may occur as well within as outside the warranty period. In some cases, however, it is not necessary to return the product. Some issues can be resolved remotely by the Support & Service Centre (e.g. via OTA firmware update). If your device shows unexpected behaviour or malfunctions, please proceed as follows:
- Contact the support & service center (support.microtronics.com)
In the Microtronics Help Center, select the category "Technical support (device)" to create a ticket. Please describe the problem in as much detail as possible to help our staff diagnose the issue. One of our staff members will then contact you and attempt to resolve the problem remotely with you.
- Wait for the completed RMA form you will receive in response
If it was not possible to resolve the problem remotely, you will receive a completed RMA form that you must enclose with the return shipment. At the bottom of the form, you will also find more detailed information on how to return the product.
- Return the VEL‑R‑5
Do not dispatch the device until you have received the RMA form and the RMA number noted on it. Microtronics will not reject shipments that arrive without a clearly indicated RMA number or without the enclosed RMA form. However, processing will take significantly longer in such cases.
If you return the VEL‑R‑5 for repair under warranty or outside of warranty, check with your national customs/tax authorities for applicable regulations, procedures and necessary documentation for tax-free return of products. Special customs tariff numbers are usually available to confirm that the item is being returned for repair and has no commercial value.
The customs invoice/shipping documents should clearly state: "Goods being returned to manufacturer for repair – No commercial value". It is mandatory that any returned goods are accompanied by a commercial invoice on headed paper. Microtronics reserves the right to charge the customer for time spent rectifying incorrect customs documents.
