Shipping, Returns & Repairs

 

SHIPPING
All order’s over €90 are shipped with UPS Standard Free Shipping. Cyprus, Malta, and the following non-EU countries, are exempt from the free shipping option: Macedonia, Moldova, Serbia, Ukraine, Iceland, Albania, Belarus, Vatican City State, Bosnia and Herzegovina, Montenegro, and Kosovo.

Depending on your shipping location you may choose from the following shipping methods:

UPS Standard (2-4 Business Days)
UPS Express (1-2 Business Days)

Please note that UPS Express may not be available for all destinations.

Orders with items in stock are shipped within one business day, but delays may occur, especially for out of stock items. If there are items in your order that are out of stock, your order may be delayed until all of the products in your order are in stock. In that case, you can request that we split your order in to several shipments for the cost of the additional shipping fees. Shipping fees do not include any customs related fees (for orders shipping to non-EU countries).

Please note that due to carrier restrictions, we may not able to ship to PO Boxes.

Once your order ships out you will receive an automated message with a UPS tracking number. And once the package is scanned by UPS, you will be able to click on the link to get the most up-to-date information on your shipment.

We only ship to the shipping address indicated on your order. If your package has shipped and that it has either shipped to a wrong address or you like to update the address it is directed to, please contact us immediately for us to assist you. Intercepting or re-routing a package may result in additional fees and depends on the carrier. Not all interceptions are guaranteed.

Some payments submitted may go through additional review or clearance procedures. Payments that go under review or orders paid with an e-check will be shipped out once the payments clear and the Shipping Department receives confirmation from our Risk Management Department.

IMPORTANT - Orders received after 15:00 Central European Time (CET) each day will ship the next business day. Business days are defined Monday-Friday.

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LIMITED WARRANTY
All edelkrone products purchased from the EU store carry a two year limited warranty against defects in materials and workmanship. This limited warranty does not apply to cosmetic details which do not limit functionality, misuse, modifications or ordinary wear and tear. The cost to return items with issues covered by the warranty is paid by edelkrone. All warranty claims are determined in edelkrone’s sole judgment. Items with electronic modules that have been open or tampered with, items purchased used, and damage to third party equipment are excluded from warranty coverage.

VAT TAX (Value Added Tax)
If you are a resident of any country within the European Union (EU), you are required to pay Value Added Tax (VAT) in accordance with European Union Directive 77/388/EEC. 19% VAT rate will be applied according to Germany tax regulations where we operate.

Business-to-business sales may be exempt from the Value Added Tax if the business making the purchase has a current and valid VAT ID number.

A VAT registered buyer shall enter its valid VAT-ID (which is recommended to be checked via ec.europa.eu/taxation_customs/vies) to “My Addresses” section of its e-shop account. The right according to previous sentence is granted only upon positive verification of the buyer’s VAT registration by the Seller. Such verification is performed without delay after placing the order and, as the case may be, on-line payment completion. As part of the verification process, the Seller may request from the buyer a proof of VAT registration. Negative verification result of the buyer’s VAT registration entitles the Seller to issue a new (VAT included) invoice and obliges the buyer to settle the difference between the former and the new pro-forma invoice. Until such settlement is made, the total purchase price is considered unsettled.

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RETURNS
If you are not completely satisfied with your purchase from edelkrone.eu, you can return your item(s) for a full refund within 14 days of confirmed delivery. If you have a Protection Plan on the item(s) you have purchased, you may return the item(s) within 90-days for a full refund. Protection Plans purchased for edelkrone products returned are non-refundable.

Special sales and promotions may have modified return policies. If an item from a bundle is returned for refund, the total bundle discount or the total value of the gifts will get deducted from the returned item prior to issuing a refund. If the bundle discount (or gift value) exceeds the value of the returned item, the difference must be paid to be able to return the item.

IMPORTANT - If you would like to return your item(s), please contact us by either submitting a phone call request or sending a message Support (https://edelkrone.eu/pages/support) webpage. We will share with you a Return Merchandise Authorization (RMA) code and ask that you clearly mark this code outside of your shipping box as you ship your edelkrone item(s) back for a refund.

Unless the return is made due to a faulty product, or an incorrectly shipped product, you will be liable for the shipping and any applicable customs/duty fees returning the item(s). If you are returning your edelkrone item(s) due to a defect, functionality issue, or because it is not the item you have ordered, we will gladly email or mail a return shipping label covering all shipping related expenses including customs. In order to determine whether the return is initiated due to a technical problem, we may ask for you to provide visual support on the item(s).

Returned merchandise must be in its original packaging, and placed in a shipping box (TIP: You can return your item(s) in the same, specifically sized shipping box you have received THEM in). Attach the label to the sealed box and make sure to clearly mark the RMA code you have received from us outside on the box. Do not forget to cover or peel off any existing shipping labels on the box – we don’t want the delivery guys to be confused!

If you are returning your item(s) with the return shipping label provided by edelkrone, you may drop off your return at any authorized UPS shipping location, but please do not drop your return off at a drop box. To find the nearest authorized shipping location, please visit ups.com. We strongly advise that if you are returning your edelkrone item(s) with a carrier of your choice that you use a traceable shipping method. Please note that edelkrone cannot be held accountable for returns made that have not reached our Returns Department or returns made without RMA codes.

It may take 4-5 business days for your return to reach the edelkrone EU Returns Department. Once it is received and inspected, your refund will be processed and automatically applied to your credit card or original method of payment within 14 business days. Please note that depending on your credit card company, it may take an additional 5-10 business days after your credit is applied for it to post to your account. Business days are defined Monday-Friday.

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CUSTOMS, DUTIES & TAXES
There are no customs duties or taxes on orders shipping within the EU. Orders shipped outside of the EU may be subject to import taxes, customs duties and fees collected by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are collected once a shipment reaches the recipient's country. Additional charges for customs clearance must be paid for by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; and when customs clearance procedures are required, it can cause delays beyond our original delivery estimates. We advise that you contact your local customs office for more information.

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CANCELLING
If your order is not yet shipped, you may contact us via Support (https://edelkrone.eu/pages/support) and request to cancel your order.

Your payment will be refunded in full.

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REPAIRS
Please contact us to help diagnose any repairs that you may need – we are here for you! We can then determine whether the repairs will be covered under our Limited Warranty or Protection Plan. If your repair is not covered by either of those options, then we can quote the estimated cost to repair. Either way, we will make sure that you have a functioning edelkrone gear!

HINT - Most edelkrone product related technical issues may be troubleshot and resolved on spot by some quick fixes you may make. We highly recommend viewing the user manual video of the product you would like to troubleshoot at https://edelkrone.eu/pages/user-manual-videos before contacting edelkrone for returns or repairs.

In most cases, we are also able to provide the spare part(s) to help you resolve the issue on your own without sending the item(s) in for repair(s). If the identified issue is covered under our Limited Warranty or Protection Plan and it is determined that spare part(s) will fix it, we will happily send you the part(s) at no additional cost. If the issue is not covered by either of those options, then we can quote the estimated charge for the spare part(s) and shipping.

If you decide to ship your item(s) to us for repairs, please contact us to receive a Return Merchandise Authorization (RMA) code which we will ask for you to clearly mark outside of the box as you ship your edelkrone item(s) back for repair(s).

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edelkrone PROTECTION PLAN
The edelkrone Protection Plan covers damages to our products above and beyond our limited warranty, and provides an unconditional 90-day money back guarantee. Any accident (except intentional damage) that causes a total malfunction for the life of the product is covered. In that event, edelkrone will repair or replace the defective part or product, in its sole discretion. Replacement will only be with a comparable new or refurbished product.

The edelkrone Protection Plan is specifically void in the event you open the electronic module boxes. If a product is no longer available, we will do our best to offer you a comparable product or store credit.

Specifically excluded from the Protection Plan are cosmetic damage, wear and tear that does not impact functionality, third party products, products rented to third parties on a regular basis, lost or stolen units and lost parts (with the exception of 1/4”-20 or 3/8”-16 screws, adjustment and tightening thumbscrews, allen wrenches, rod extension bridges and camera plates.)

Any shipping or customs fees necessary to take advantage of the Protection Plan, are paid by the customer.

The Protection Plan may be prospectively updated at any time. It cannot be transferred to a different product or to a subsequent owner. The value of any benefits received will not exceed the price paid for the original product. Each product can only be replaced for once.

Protection Plans are non-refundable.

Updated: May 30, 2018