Returns/RMA

Returns & complaints – how it works

We're sorry to hear that you're having trouble with our product. We're here to help and will make the process as smooth as possible for you. Please follow the steps below so we can handle your return quickly.
 

1. Contact us

Get in touch with our sales team:
Phone: +49 89 900 686-898
Email: [email protected] – include 'RMA' in the subject line and briefly describe the issue
 

2. Clarification of the next steps

We will contact you promptly to explain the next steps in the process.
 

3. Return with RMA number

Once you receive an RMA number from us, please include it in your return documents. This will help our warehouse to process your return efficiently.

Free returns & pickup for warranty claims

• Returns are handled via UPS. You will receive our UPS customer number along with your RMA number.
• If you don’t use UPS, please request a return label from your Nanotec contact.
• We cannot accept freight collect shipments or returns without an RMA number.

Warranty exclusions

The warranty is void if:

• The product was improperly packaged or shipped.
• Specifications were not followed during installation or operation.
• Damage was caused by external interference or mechanical impact.
   

Modified products

If you have modified a product, please check with your Nanotec contact in advance to determine whether an analysis or repair is possible.

Repair timeframe

Repairs typically take around 10 business days. If spare parts need to be ordered or repairs require the manufacturer’s involvement, processing times may be longer. For updates on your repair status, please reach out to your Nanotec sales contact.

Important notes

• Transport damage is not considered a product complaint! Report any transport damage immediately to the shipping company and document it with photos. We can assist you only after this step has been completed.
• ESD-compliant packaging: Electronic components and exposed assemblies must be properly packaged to prevent damage.
• Direct purchases only: We only accept returns for items purchased directly from Nanotec.
• No contaminated products: Items that have been in contact with hazardous substances harmful to health or the environment will be returned without processing.