Legal notice

Smartmarine is a trade name of:

Smart Trading & Sales B.V.
Weegschaalstraat 3
5632 CW Eindhoven

Phone: +31 (0)40 - 309 81 23

Chamber of Commerce: 80 75 27 80
VAT no: NL 861 787 018 B01

Smartmarine

Complaints

It can always happen that something does not go quite as planned. We recommend that you first report complaints to us by emailing to [email protected].

Mediation
If this does not lead to a solution, it is possible to submit your dispute for mediation through WebwinkelKeur via https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil.

Warranty

At Smartmarine, we believe it is important that issues are resolved quickly and thoroughly. Therefore, in the event of a fault, malfunction or any other problem, please always contact our support department first via [email protected].

In your message, please include the following details:

  • Your name
  • Your order number or invoice number
  • The product in question
  • The serial number
  • A clear description of the problem
  • Photos or a short video of the problem, if applicable

Our support department will review the report and will first assist you with carrying out the necessary checks and tests. Many problems can be resolved remotely and are, for example, caused by installation, configuration, cabling, power supply, antenna, network connection, or connected equipment.

Returning products for investigation

Never send a product back to us without a prior request or authorisation.

When we determine that the product needs to be sent back for examination, you will receive the necessary return instructions from us and, if applicable, a returns label or returns number.

Only products that have been pre-registered with our support department and are shipped according to our return instructions can be processed correctly and in a timely manner.

We cannot directly process products sent without prior contact, without permission, or without the provided return information. This may cause delays in processing. Any additional shipping costs incurred due to not following the return procedure may be borne by the customer.

Do not add a separate note as the sole explanation. All information regarding the issue must be provided in advance by email to our support department, so that the report can be registered correctly.

Research and assessment

Upon receipt, the product will be inspected by Smartmarine, the manufacturer or a repair centre designated by the manufacturer.

When the investigation shows that a defect is covered by the statutory warranty or the applicable manufacturer's warranty, no investigation costs, repair costs or return costs will be charged.

If the product is found to be functioning correctly and no defect can be identified, we reserve the right to charge reasonable investigation and administrative costs. This applies, for example, when the problem is caused by incorrect installation, improper configuration, faulty wiring, insufficient power supply, a defect in other connected equipment, or an unsuitable application.

We will inform you in advance when research or administrative costs may apply. No costs will be charged that conflict with your statutory warranty rights.

The costs for any additional work, repairs outside of the warranty, or damage restoration will never be carried out without prior authorisation.

Warranty conditions

For assessment and processing, we follow the warranty procedure and technical assessment conditions of the relevant manufacturer. This may mean that a product needs to be examined by the manufacturer before a warranty claim can be approved.

The manufacturer’s warranty supplements your statutory warranty rights and does not limit those rights. In the case of a consumer purchase, Smartmarine, as the seller, remains liable for any product that does not meet what you might reasonably expect from it.

The duration of the statutory warranty is not limited to one fixed standard term. What you can reasonably expect from a product depends on factors such as the type of product, the price, the brand, its age, and its normal use.

Exclusion of warranty

The warranty does not apply in principle when the problem or damage has arisen due to:

  • Incorrect installation, connection or configuration
  • Use contrary to the manual or product specifications
  • Incorrect power supply voltage, reverse polarity, short circuit or overvoltage
  • Damp, corrosion, water damage, or insufficient protection against the elements, unless the product is demonstrably designed for it.
  • Damaged connections, connectors, cables or aerial ports
  • Impact, collision, fracture or other external damage
  • Normal wear and tear or consumables
  • Unauthorized repairs, alterations, or opening of a sealed product
  • Use in combination with unsuitable or defective equipment
  • Failure to carry out prescribed updates, maintenance or checks

These exclusions only apply to the extent that the identified problem is actually caused by such a circumstance.

Transport and packaging

A product returned for research purposes must be sent complete, clean, and securely packaged. It is preferable to use the original packaging or packaging that offers sufficient protection during transit.

Delete personal settings, passwords and saved data as far as possible. Smartmarine accepts no liability for the loss of data or settings during inspection, repair, replacement or a factory reset, except where this cannot be excluded under mandatory law.

Damage caused by insufficient or incorrect packaging is not covered by the warranty.

Handling

When a warranty claim is approved, the product will be repaired or replaced as reasonably practicable. Which solution is appropriate depends on the defect, the product, the availability of parts and the manufacturer's procedure.

The handling will take place within a reasonable period and without undue inconvenience. If repair or replacement is not possible, depending on the circumstances, an appropriate price reduction or cancellation of the sales agreement may be applicable.

For business customers, different warranty terms and conditions may apply, as stipulated in the agreement, quotation, general terms and conditions, or manufacturer's warranty.