CLAIMS

CLAIMS POLICY

At HydraSpecma, you are of course entitled to return items that are faulty or defective. We operate with a set of general terms and conditions for claims to ensure we can process your claim in an efficient and constructive manner.

Terms for Claims

1. Right to Claim
   Claims regarding shortages or other visible defects must be submitted within 8 days of receipt of the delivery. If not, the buyer forfeits the right to make such a claim. The overall claim period is 12 months from the invoice date

2. Contact
   Items may only be returned after a claims report has been created in advance [claims reports can only be submitted by logging into the webshop].
   You must always refer to an invoice number or sales order number so we can identify the case. You will then receive a return document by email, which includes our RMA number.

3. Shipping
   The product/package must always be clearly marked with the RMA number and labelled “Claim”.
   The return document must be enclosed.
   Items must be labelled with item numbers and sorted (grouping identical item numbers).
   The buyer covers the shipping costs related to the claim.
   To ensure proper handling, claims must not be passed on to our sales representatives during visits unless an RMA number has already been issued.
   
   Returned items without an RMA number will be returned to the customer without notice.

4. Processing Time
   We strive to keep the processing time as short as possible. However, please note that claims involving suppliers may take longer to process.

Claim Rules 

1. Rejected Claims
   We reserve the right to reject a claim if the product is outside the claim period.
   
   The right to claim is void in the event of:
   – Design changes or modifications,
   – Heavy or improper use (wear and tear),
   – The customer opening the item/seal or attempting repairs themselves.

2. Incorrect Delivery
   If the claim is due to an error on HydraSpecma’s part, we will of course credit the item and shipping cost, and we will create a replacement order if requested.

3. Replacement Orders
   If a replacement order is requested while the claim is being processed, the customer will, as a general rule, be invoiced for the item and any applicable shipping.

Return Address

Please send your claims to the sender address stated on the invoice (see the “Shipped from” field) – either Skjern or Ishøj.

The package must be marked with “Claim” and the RMA number.

If you have any questions regarding our claims policy, please contact HydraSpecma Customer Service – we are here to help.

For further information, please also refer to our Sales & Delivery Terms.