Cetra IT Returns Policy

Cetra IT GmbH – RETURNS POLICY

1.   Defective/faulty goods

In the case of any defective or faulty goods which are subject to a manufacturer’s warranty, in the first instance you must call the manufacturer who will be able to help you diagnose the problem and possibly solve it without the need to return. If a return is necessary then you must enclose a test report and/or an accurate Customer description along with the manufacturer call reference number. In each case please email returns@cetrait.de for advice. A fault description of ‘it does not work,’ ‘faulty’ or ‘DOA’ is not sufficient and a full description is required.

The goods must be returned in their original packaging (complete with all accessories and documentation) otherwise there will be a minimum 15% re-stocking fee (being a percentage of the value of the goods). Note this figure may be increased if required to represent a reasonable estimation of our loss). If goods returned are found to have no faults then there will be a minimum re-stocking fee of 25% (being a percentage of the value of the goods). Note this again may be increased if required to represent a reasonable estimation of our loss. The percentage of re-stocking fee will depend on, amongst other things the amount of labour involved and the condition of the packaging and contents and will be confirmed to you following receipt of your returned items. You are responsible for the delivery costs of returning the goods.

We will inspect and test returned items. Once we have verified the fault, we will, in conjunction with the manufacturer, repair or replace the product, free of charge. It is solely at our discretion as to whether a repair or replacement is provided.

CetraIT GmbH have the right to reject goods returned that are not in their original condition. Should we accept such goods then we reserve the right to charge a re-stocking/handling fee as detailed above.

When returning any goods it is essential that the manufacturer boxes are protected using an outer cover. You must not write on or attach any labels to the packaging itself. The RMA (Return Materials Authorisation) number should be clearly visible on a label on the outer covering. Please be aware that only hardware faults are covered under warranty, software faults are not covered.

2.   Incorrect delivery

Goods delivered which do not correspond to your order must be reported within 48 hours of receipt to our returns department either by email returns@cetrait.de or by telephone +49 6022 / 50602-0.

If delivered goods do not correspond to the delivery note, either as a result of there being too many or too few or the goods supplied are incorrect then this must be reported to our returns department within 48 hours of receipt in order for us to rectify the problem as quickly as possible.

If goods are delivered to the incorrect address and the correct address has been advised on your purchase order then please notify us as soon as possible in order for us to rectify the problem. Any incorrect deliveries notified to us after 30 days of delivery will not usually be considered. Any incorrect deliveries made due to an error by CetraIT GmbH will be collected at our own expense.



3.   Incorrect order

If goods are ordered by you in error then a return will be considered subject to the item being in its opened and original condition in which it was received.

A minimum of 15% re-stocking fee (being a percentage of the value of the goods) will be charged on incorrect orders. This charge may be increased if required to represent a reasonable estimation of our loss. Incorrect orders which have been opened will be considered in certain circumstances but will be subject to a higher re-stocking fee.

Any incorrect deliveries notified to us after 30 days of delivery will not usually be considered. In the case of goods which have been specially ordered a return is also not usually considered. However please contact returns@cetrait.de who will review each case and may be able to offer a return subject to a higher re-stocking fee.  



4.   Cancellation

If you receive an order which you have already cancelled in writing and received confirmation back from our sales team, please inform us within 48 hours of receipt and we will arrange to collect.

5.   Transport Damage

In the case of damage to goods caused during transit, please ensure that the damage is noted on the drivers’ paperwork and also ensure that the driver is aware of the damage. Please email a photograph of the damaged item(s) to returns@cetrait.de and either email or telephone to report transit damage within 24 hours of receipt. Please note that any claims in respect of transit damage will not be accepted if the delivery has not been signed for as damaged.

6.   RMA Conditions

Please note the following conditions which apply to all returns:

• All returns must be received by CetraIT GmbH by the expiry date stated on the RMA or the goods will be rejected and a credit note will not be processed.

• All non-faulty goods should be returned intact and unopened in original packaging or goods will be refused at the point of delivery and returned to you.

• All faulty goods should be securely packed and sealed for transit. Cetra IT GmbH reserves the right to reject goods which are proven to be in working order and to charge an inspection fee of EUR 60.00 exc. VAT in additional to any re-stocking fee referred to in this Returns Policy.  We also reserve the right to reject any return if there is any damage to the purchased unit such as scratches, marking, any physical damage or missing packaging. 

• All manuals, cables, accessories, blank warranty cards and other documentation supplied with the products must be included or a credit note will not be processed. 

• It is important that you do not write directly on the packaging. Please ensure the goods are packed in an outer box to protect the original manufacturer box. Any information should be attached with document wallets or labels.

7.   Exceptions

Returns requests will not be accepted from Customers whose accounts have been suspended. Cetra IT GmbH are unable to accept returns of any manufacturers support/HP carepacks, licences, Cisco Smartnets or software purchase.  All are sold on a no return basis.