Formular Z10 Neo IPTV Set Top Box

General Information Returns
There may be several reasons why you need to return a product or order, for example:

1. A defective or incorrect product has been delivered.
2. The delivery was damaged during transport.
3. A product has become defective within the warranty period.

Below you can read how to return your product or order in such situations.

Satisfaction Guarantee / Cooling-off Period
We want you to be completely satisfied with your purchases at Jepesat. However, it may happen that you have made a mistake with your purchase or that you are not satisfied with the way the order went.
You can return the product to Jepesat within 14 days of receipt. The product must be complete and in the original, undamaged packaging.
Products that are damaged or used are not eligible for a refund.
The costs and risk of returning the item are for the customer's account.
The 14 day cooling off period applies exclusively to consumers. After this period it is no longer possible to return a product for satisfaction guarantee.

Products not eligible for return under the Satisfaction Guarantee:

• Opened/installed or registered software, hard drives, SSD storage, and DDR memory.
• Opened consumables.
• Items that are damaged or incomplete.

Defective upon receipt

• Defective or wrong product upon receipt (DOA):
  A DOA is a product that is defective within 7 days of purchase (the product must be at Jepesat within 7 days).
  If such a product is defective or you suspect that a product is defective, please contact our customer service via 0649913344 or email webwinkel @jepesat .nl .

• You have a defective product (not DOA):
  We define a non-DOA product as a product that has become defective after 7 days.
  In that case, please contact our customer service. Since Jepesat uses a carry-in warranty, the shipping costs from the customer to Jepesat are at your own expense. Jepesat will return the replacement or repaired product to you free of charge.

Transport damage
It is important that you NEVER accept a damaged package upon receipt.
If you do accept a damaged package and the product appears to be damaged, you must have a report drawn up at the post office within 24 hours or call 0582-33 33 33. Without this report, we cannot exchange the product. Then contact our customer service via 0649913344.

Return procedure
Please always contact our customer service first for shipping instructions.

1. Always include the invoice with the shipment.
2. Please include a detailed description of the complaint.
3. Make sure the product is complete.
4. Use sturdy outer packaging for the product.
5. Please include your email or phone number so we can reach you.
6. Please ensure that your package has sufficient postage.

Return address:
Jepesat
To Returns Department
Mast 22
9733 HG Groningen

Return Costs
The costs of returning a product are at the expense of the customer, unless:

• This is a DOA product.
• It concerns an incorrectly delivered product.

NB:
All returns must be sent prepaid. In the above cases, Jepesat will refund the shipping costs to you.
Packages that are not stamped will always be refused by us. Please include your bank or giro number with this shipment so that we can refund the costs incurred.

Conditions for Returns or Exchanges
The following guidelines apply to all returns:

• All original packaging materials must be included.
• All cables, drivers, software, manuals, etc. must be present.
• The product must be provided with a (clear) problem description.
• The product must be accompanied by a copy of the purchase invoice.
• The product must be properly packaged.
• If no defect is found after testing, shipping and investigation costs may be charged.

General Information Warranty
Warranty means that you can expect the product to function properly during the warranty period from your supplier.
In case of a defective product or claiming warranty, you can always contact our Service Center. First contact our customer service via 0649913344.
Please check your invoice, as some products may have different warranty procedures, such as on-site or pick-up and return guarantees.

Warranty on Products
Jepesat offers a standard 2-year warranty on its products, unless the manufacturer's warranty is less than 2 years.
The manufacturer's warranty on individual products varies per brand and can range from 2 to 10 years.
If your product is defective after 2 years but within the manufacturer's warranty, we are happy to help you claim the warranty. Always call our customer service for defects on 0649913344.

Direct Service from Manufacturers
Some manufacturers offer direct service to end users. We advise you to use this as it can significantly speed up the processing time.