complaints

REPAIRS, RETURNS AND COMPLAINTS – SIMPLE PROCESSING, RAPID REPLACEMENT

Product quality is our number one priority at RP-Technik. All products are tested thoroughly in our laboratories before delivery to the customer. However, should a luminaire develop a fault or be damaged during transport, you can return it no questions asked. The same applies to our central power supply systems.

RP-Technik puts the defective luminaire through extensive testing to accurately analyse what has gone wrong. Then the customer is informed as to whether the luminaire is being replaced or repaired. In pressing cases, our customers can also receive advance deliveries so that their safety lighting can continue to run perfectly.

you can decide

Credit note

Credit note
You will receive a full credit note for defective goods during the warranty period.

Credit note with deduction
When new goods are returned, a returns fee is charged and we deduct this from the credit note.

1-6 months           25%
7-12 months    35%
1 year and more           goods can no longer be returned

Repairs

Repairs
If the item can be repaired, this work is undertaken and the repaired item is shipped to an address of your choice.

Chargeable repairs
If the goods are not within warranty, we can carry out repairs for a charge once the matter has been discussed and agreed upon.

Replacement

If repairs are not possible, we ship out a free replacement for any defective goods still within warranty.

THIS IS HOW IT WORKS

1. Request RMA number

RMA request by e-mail: rma@rp-group.com

Important information:

Item
Quantity
RP order number
Description of fault
Internal process number
If required, express desire for replacement in advance
Desired delivery address

2. Complete returns form

Once you have received the RMA number, complete the returns form. You can download the templates directly from this page.

3. Ship package

Addresses:

Emergency and general lighting systems:
RP-Technik GmbH
Hermann-Staudinger-Str. 10-16
63110 Rodgau, Germany

Central power supply systems:
RP-Technik GmbH
Mittlerer Watzenbach 3
07318 Saalfeld, Germany