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Please read our Returns Policy as it explains the procedure for returning defective products to Stratium

 

Stratium Returns Policy

When returning product to Stratium for any reason, you must first to contact Stratium and obtain an RMA (Return Materials Authorisation) number.

This can be initiated by completing the enquiry request form on our website, emailing us as hello@stratium.co.uk or calling +44 (0) 2920 329 111.

The following information is required in order to initialise the RMA request:

  • Contact name
  • Company name
  • Address
  • Phone number
  • Your Order number, or our Order Acknowledgement number
  • Stratium part number
  • A brief description of the problem that is occurring with the product(s) to be returned

It is necessary to compete our standard RMA form for an RMA number to be issued. All requests are processed within 48 hours.

Standard replacement

For customers that agree to return defective product to Stratium first, a Standard Replacement option is available.

Stratium must first issue an RMA number prior to the return of the defective product. This RMA number will need to be referenced on the outside of the return shipment.

Upon receipt of the defective product, Stratium will, at its discretion, either repair or replace the product and ship it out in the most expeditious manner possible. Subject to availability, the replacement product will be shipped on the business day following receipt of the defective product.

In the event the product returned to Stratium has been discontinued (i.e the product is no longer being manufactured by Stratium but is still under warranty), Stratium will, at its discretion, either repair or replace with a re-certified product.

Cross shipment

In the event that replacement product is needed immediately, a Cross Shipment option is available.

Requesting this option implies that the customer has the defective part and will ship them back to Stratium within 10 calendar days of receipt of the replacement product.

The customer will be asked to secure the return by providing a purchase order or credit card. If a credit card is used there will be a 10-day hold or charge placed on the card equal to the list price of the item being shipped. In the event the product is unable to be returned on or before the due date, the credit card will be charged for the non-returned product. Once the defective product is returned, a credit or refund will be issued within 3 business days of product being returned. Subject to availability, Stratium will ship product on the same day the RMA is generated.

Once you have obtained an RMA number

After obtaining an RMA number from Stratium, you must send the product - freight prepaid - to Stratium Limited. The Stratium RMA number must be prominently displayed on the outside of your package. If you send your product to Stratium without the RMA number prominently displayed on the outside of the package, it will be returned to you unopened. 

Please use a shipping company that can demonstrate proof of delivery. Stratium does not accept responsibility for any lost shipments unless proof of delivery to Stratium is provided.

Please note:

The Product shipped to Stratium must be properly packaged in the original packaging to prevent loss or damage in transit.

Shipping your RMA to Stratium using regular mailing envelopes is not acceptable, as they do not protect the product from damage during shipping.

Stratium will not repair or replace a module that is shipped in such a way that the product is not properly protected.

Stratium will not accept any product that has been damaged as a result of accident, abuse, misuse, natural or personal disaster, or any unauthorised disassemble, repair or modification.

If you have any questions, please contact Stratium Customer Service at +44 (0) 2920 329 111 or by e-mail at hello@stratium.co.uk

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