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Returns and refunds
A description of a consumer’s right to a ”cooling-off” period is specified under the section ”Distance agreements - A consumer’s rights” under Terms of Service.
For all products from the standard product range, in their original packaging, still unopened (also applicable for CD/Software covers), the ISS Group accepts return and refund within fourteen (14) days from date of invoice. For a product where the original packaging is damaged or has disappeared, where components are missing, and/or where the product has been used, the return and refund option is not valid. Returns and refunds are not accepted for software, picture- or audio files where the seal has been broken (also includes technical seals, for example serial numbers), or products that have been custom ordered. For all return and refund cases, the customer shall reimburse the ISS Group for shipping costs. Shipping cost and return and refund fees will either be deducted from existing credit balance with the ISS Group, or will be invoiced separately. For all return and refund requests, contact the ISS Group customer service department by visiting the ISS Group website and fill out the form at RMA request for The LAB eShop to obtain a return material authorization number (RMA). When the request has been received, an RMA number will be sent by email to be used for return of goods.
Note that obtaining a RMA number does not mean that a return or refund request has been approved. The RMA number is valid for fourteen (14) days, during which time the product shall be delivered to the ISS Group office. For any return shipment, the shipping cost shall be paid for by the customer in advance, a copy of the order and invoice, as well as the RMA number, shall be sent along with the goods. The goods must be properly prepared, using packing material approved by the carrier (for example corrugated cardboard). Returns arriving at ISS Group’s office in an envelope or using outer packing material that is not approved by the carrier will be returned without action as they cannot be accepted for return and refund. If the freight cost has not been prepaid, or the RMA number or any of the required information and documents are missing, the same procedure applies.
A return and refund is approved once the ISS Group has received the goods and has carried out necessary checks to ensure that the product is fault free and that the conditions mentioned above have all been met.