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What is the "REPAIRED in 72h" commitment?
In order to reduce your waiting time as much as possible the "REPAIRED in 72h" is a voluntary commitment took by VELECTA® Paris to repair your equipment within 72 hours after receiving it at our repair shop. This commitment does not matter whether you are a professional or a private person and whether your equipment is under warranty or not.
Why the "REPAIRED in 72h" commitment doesn't cover transportation time?
The outward and return transport phases of your equipment are not currently included in the "REPAIRED in 72h" commitment, as they are beyond our company's control; each forwarding agent having its own delivery times. Nevertheless, we are working on extending this commitment to the transport phases to give you better visibility of the delivery time of your repaired product.
Limitations of the commitment
Geographical scope: The "REPAIRED in 72h" commitment is not limited geographically.
Equipment concerned: All Velecta® Paris products without exception.
Restrictive clause: Commitment applicable only to the Velecta® Paris brand products repaired in France during the periods when the repair shop is open, except in cases of force majeure and/or lack of supply. The time specified is only applicable to the time spent on the repair, excluding transport phases.
WHAT DOES THE GUARANTEE DO COVER?
Compliant with the applicable laws, all VELECTA® Paris brand products are covered by a legal guarantee of conformity. Please contact our After-Sales Service for more information regarding your rights and obligations.
WHAT DOES THE WARRANTY NOT COVER?
The Guarantee does not cover :
a) defects due to servicing and maintenance of the appliance as a result of normal wear and tear ;
b) damage to the appliance caused by :
HOW TO ACTIVATE YOUR GUARANTEE
The repair of your faulty appliance follows a 4-step process:
Step 1: Contact our after-sales service
The following information will be required to apply the Guarantee:
Step 2: Pack the appliance and send it to our after-sales department
Send the faulty product to our after-sales service. In order to receive the product, consider 2 to 3 working days for transport to our premises.
Stage 3: Repairing the faulty product
The preliminary phase consists to identify the root cause of the defect. If the fault falls within the scope of our Warranty policy, the repair will be carried out at no cost for you: all costs relating to labour and replaced parts will be borne by VELECTA® Paris. The time taken to repair the product is around 1 to 2 days, depending on the default’s complexity. See the “out-of-warranty” section is the defect does not rely on our Warranty policy.
Step 4: Returning the appliance
Like Step 1, you should consider 2 to 3 working days to receive your repaired appliance. At your request, the appliance can be returned to the appropriate processing centre.
The repair of an appliance that is no longer under warranty is subject to the acceptance of a costing sheet drawn up by our after-sales service. It is up to you to decide whether or not to accept the costing sheet.
Step 1: Contact our after-sales service
The following information will be required to apply the Guarantee:
Step 2: Pack the appliance and send it to our after-sales department
Send the faulty product to our after-sales service. In order to receive the product, consider 2 to 3 working days for transport to our premises. The appliance is then analysed to identify the fault.
Stage 3: Sending a quotation
Once your appliance has been taken care of by our team, you will receive a quotation by email, listing the components to be replaced. You have two options:
Step 4: Repairing the faulty product
The quotation includes all costs relating to labour, parts replaced and back transport. Repair time is around 1 to 2 working days depending on the complexity of the fault.
Step 4: Returning the appliance
Like Step 1, you should consider 2 to 3 working days to receive your repaired appliance. At your request, the appliance can be returned to the appropriate processing centre.
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