Contact Us
To request any hardware return and/or repair, contact our support department through our Support Platform (link). Please describe the problem in detail, the affected hardware (plus their serial numbers), their quantity, and whether the items are more than one year old or not.
Problem analysis
Our support team will reach out to you to confirm the hardware return and discuss the problem you are facing. Based on the findings, we decide if repair, substitution or a new item order is possible/necessary.
Ship the items
If you have to ship the affected parts to us, send your items to our headquarters in Austria within one month.
If you are based outside of the European Union, we will provide you a commercial invoice for your shipment. Please include it with your shipment otherwise you will have to deal with delays at customs.
Ship the items being returned to the following address: IDENTEC SOLUTIONS AG, Attn.: Eric Jaeger, Millenium Park 2, 6890 Lustenau, Austria
No costs with warranty
Our standard warranty is 12 months from the original shipping date. The warranty on repaired items is 90 days from the shipping date.
Returns and repairs within this period are at no cost (although you are responsible for all shipping, handling, customs charges, taxes and insurance fees to and from our office in Lustenau, Austria).
Costs without warranty
Out of warranty items will be repaired at the sole discretion of Identec Solutions. We calculate a €112 processing fee per order, and a €258,70 analysis fee per item. We will request approval from you to charge the processing and analysis fee before we process your inquiry. If we don't receive your approval within a month, please organize the return shipment, or we will dispose of them.
You are responsible for all shipping, handling, customs charges, taxes and insurance fees to and from our office in Lustenau, Austria. The analysis normally takes 3 weeks upon receiving the items. We will follow up with an analysis report, including a cost estimate of the repair payable. If you want to proceed with the repair, an order confirmation and an anticipated repair schedule will be provided in a follow-up email.
Repair
If the repair costs less than the analysis fee, the repair will commence at no additional charge to you. If the repair cost is greater than the analysis fee, the analysis fee will be deducted from the total repair bill; in such case, you must approve the repair cost by email prior to any repair by us.
If we can't repair the item, we will let you knowl if a suitable replacement item exists and the relevant costs. You may request either returns the damaged Item or disposes of it (at no additional cost).