Warranty returns
Warranty returns for faulty or defective products
This page explains how DistriNode handles warranty returns, fault reports, the legal guarantee, manufacturer or supplier warranty procedures and the assessment carried out before a final decision. A warranty return is different from a return within 14 days: you use it when a product develops a fault, does not work properly, is unsafe or needs to be assessed by the manufacturer or supplier.
The short version
Submit warranty claims through the return form so that your claim is linked to your order and the product.
Many technical products must be assessed by DistriNode, the supplier, an authorised distributor or the manufacturer's service centre.
This policy does not limit any rights that cannot be limited under applicable law, such as the legal guarantee of conformity under Directive (EU) 2019/771.
Accepting a warranty claim for assessment does not mean that a repair, replacement or refund has already been approved. The decision is made once the product and the cause of the fault have been assessed.
2-year legal guarantee and DistriNode's assessment procedure
Physical products you buy from DistriNode are covered by the legal guarantee of conformity under Directive (EU) 2019/771: we are liable for any lack of conformity that becomes apparent within 2 years of delivery. Any separate warranty from the manufacturer or supplier may be longer or shorter and does not affect your statutory rights.
For certain items, the manufacturer's or supplier's warranty may be shorter or limited, handled by the supplier or not provided at all, for example for digital licences, activation keys, consumables, hygiene-sensitive products or special-order items. This does not affect the legal guarantee.
You can make a claim within the legal guarantee or commercial guarantee period, but this does not automatically mean a repair, replacement, refund or credit. Every case is assessed first.
When should you use a warranty return?
Use a warranty return for a product fault, not if you have simply changed your mind. Examples:
- the product does not switch on, does not work properly or fails during normal use;
- the product appears defective, unsafe or not durable enough for its intended use;
- a part supplied by the manufacturer is missing, or there is a manufacturing fault;
- the product needs to be assessed by the manufacturer, distributor or supplier;
- a replacement or repaired product fails again.
How warranty returns work
Submit a warranty return
Open the return form and give your order number, the product name, the serial number, the email address used for your order and your contact details.
Describe the fault clearly
Explain what is not working, when the problem started, what you have already tried and whether you still have the original packaging.
Wait for return instructions
We usually aim to respond within 72 hours. We may ask for photos, a video, diagnostic details or proof of the serial number.
Assessment through the right channel
The product may be assessed by DistriNode, the supplier, an authorised distributor or the manufacturer's service centre.
Outcome confirmed
Depending on the assessment, the outcome may be repair, replacement, a refund, credit, service by the manufacturer, rejection with reasons or a quote for a paid repair.
Assessment first: no warranty promises before inspection
DistriNode does not promise a repair, replacement, refund, credit or acceptance under warranty before the item has been received and assessed. We first assess the reported fault, the physical condition, the serial number, the accessories, any signs of damage, the warranty status and the correct supplier or manufacturer procedure.
Every warranty return is handled case by case. The final answer may depend on DistriNode's assessment, feedback from the supplier, approval by the distributor, testing by the manufacturer's service centre or the warranty documentation.
Possible outcomes of a warranty claim
| Situation | Process | Possible outcome |
|---|---|---|
| Fault within the legal guarantee or commercial guarantee period | The product is assessed on the basis of the fault details, how it has been used, the legal guarantee and the warranty terms. | Repair, replacement, a refund or another confirmed solution. |
| Manufacturer's warranty | The item may be sent to the distributor, the supplier or the manufacturer's service centre. | Repair, replacement, a technical fix or a remedy confirmed by the manufacturer. |
| Fault caused by misuse | We check for drops, liquid damage, power surges, unauthorised repairs or modifications. | The warranty claim may be rejected, or you will receive a quote for a paid repair. |
| No fault found | The product is tested and works to specification. | The product can be returned to you; inspection or logistics costs may be charged where permitted by law. |
What the warranty does not usually cover
- physical damage, drop damage, cracked screens, bent pins, damaged ports or damage to the casing;
- liquid damage, corrosion, moisture or environmental damage;
- power surges, an incorrect charger, incorrect voltage or installation problems;
- misuse, neglect, incorrect assembly or use outside the specifications;
- unauthorised repairs, modifications, broken seals or tampering;
- normal wear and tear, worn-out batteries, ink, toner, filters, bulbs or wear parts, unless a specific warranty applies to them;
- software problems, data loss, licence activation or compatibility issues, if they are not caused by a product defect.
Data, accessories and packaging
Where possible, back up and delete your personal data before you send in a device.
Include the charger, cable, adapter, battery, remote control or any other parts needed for the assessment.
Pack the item so that it is protected against damage in transit.
Keep tracking numbers, receipts and photos until the case is closed.
Warranty process timeframes
We aim to respond to warranty returns within 72 hours. How long the whole process takes depends on the product category, the supplier, the distributor, the manufacturer's service centre, the availability of parts, logistics and the testing required.
Warranty returns and 14-day returns
| Policy | Used for | Key requirement |
|---|---|---|
| 14-day returns | Eligible items, if you change your mind within 14 calendar days of delivery. | Notify us within 14 days, without giving a reason, and send the item back within 14 days of notifying us. You are only liable for any diminished value caused by handling it beyond what is necessary. |
| Warranty returns | Products that are faulty, defective or unsafe, or that need to be assessed. | The fault is assessed under the legal guarantee and the warranty, supplier or manufacturer terms. |