Questions and answers

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Here we show you some of the most frequently asked questions we receive.

If you have any questions, contact us.
Our team will be happy to help you.

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In which cases is it necessary to provide information and photos of defective products? 

The more information you provide us, the faster we can analyze and provide a quick solution to your incident. Otherwise, this slows down the review and testing process.

In cases where it is necessary to send information on the installation and application that the product was used, it is at:

  • Frequency converters
  • Capacitor batteries
  • Voltage stabilizers
  • Reclosers
  • SAIS
  • Investors
  • Other equipment of great volume and cost

Verify that you have filled in all the fields of the form and that you have sent it in Excel format.

• It is important that you provide a contact email in order to send the payment slip or respective mail informing of the resolution.
• The delivery note number must have the structure 21/XXXX , 22/XXXX 
• Describe the reason for your claim or if the product is defective it is necessary to describe the fault.
• Correctly write the reference of the article and its quantity.

According to our general conditions, all returns must be sent paid for by the customer. 

Because he has placed the transport and RMA labels directly on the individual packaging of the product. You must use external packaging to send the package.

 

see pictures ​ ​ ​ ​ ​ ​*Change label photo

    

The maximum period is one month for the shipment of the merchandise. You must request a new RMA and with the current conditions.

 

A distinction must be made between a return (RMA) and a Return (incidence of transport or error on the part of RETELEC).

See the following flow diagram.