rMA request

This After-Sales Service Procedure (hereinafter "Chart SAV") defines the rules applicable to return requests as well as the practical modalities to return a product under our RMA procedure "Return Material

Authorization »

The SAV Procedure is an integral part of the General Sales Conditions (hereinafter "CGV") of the company Suza International (hereinafter "Suza") accepted by the customer (hereinafter "Client").

The Customer wishing to return a product must complete the return request form: 

o   Downloadable on our website: www.https://suza.eu/gb/

o   On request from  sAV Service 

o By email : sav@suza.fr

The return request form must specify mandatory :

o   The delivery or invoice number,

o Product reference and quantity,

o The exact and detailed reason for the return request,

o The condition of the product.

The Customer must also ensure compliance with the Return Requests specified in section 2 below. Requests submitted out of time will be systematically rejected. 

No return can be made without Suza International's prior written consent transmitted to the Customer in the form of a voucher with a return number ("RMA").

From the date of receipt of the return number, the Customer has ten (10) working days to return the product according to the terms defined in section 4 below. Any untimely return will be systematically rejected.

The returned product will be inspected by Suza International. If the latter validate the claim, Suza International undertakes, at its sole discretion and subject to the provisions of Article 2 below, either to replace or repair the Products or to establish an asset equal to the price actually paid by the Customer. 

The shipping costs of the Products replaced or repaired are borne by Suza International. In the case that the Products would not be affected by a default, the Customer will have to reimburse Suza International for all costs incurred by his claim (including return fees). Information on the delays in product repair and/or exchange is available upon request from Suza International's customer service. These deadlines are indicative, Suza International cannot be held responsible for possible delays in treatment.

If the product does not comply with the order form: The returned products must be new, in their original and resale packaging. Products whose packaging would have been damaged (e.g. blisters) and consumable products cannot be returned.

In the case of products:

o   Delivered, the Return Application must be completed within a maximum of five (5) working days from delivery

o  Removed directly from our logistics platform, the Return Application must be completed within a maximum of two (2) working days from delivery.

After validation of the return request, Suza International will submit a RMA number within 24 to 48 hours, the transport for returned products will be supported by the customer. The Customer agrees to comply with the shipping instructions specified in section 4 below. Warning: a return number does not mean acceptance of the SAV support or the request to have. 

Reminder: In the event of a finding of non-compliance during delivery, the Customer will also have to record their reservations on the carrier's delivery slip in accordance with the terms set out in section 5.2 of the "Receipt of Products".

- Customer error in order pass: The returned products must be new, in their original and resale packaging. Products whose packaging would have been damaged (e.g. blisters) and consumable products cannot be returned.

Apart from the specific cases of cancellation or modification of orders specified in section 2.4 of the CGV, Suza International provides the possibility for the Customer to address a return request following an error that it would have committed. The validation of this application is at the discretion of Suza International.

The Return Application must be completed within a maximum period of seven (7) working days from the date of delivery of the products. Returns of products out of catalogue, products catalogue "to order" or products from a specific order made on behalf of the Customer are not accepted. The shipment of returned products must be carried out according to the instructions specified in section 4 below and at the Customer's expense. Suza International reserves in this case the right to charge to the customer the management fees corresponding to ten percent (10%) of the selling price of the returned products with a minimum of 30€tax, the amount corresponding to the detection/repair package of our technicians.

- Panne under Warranty: In the event of a default discovery under the conditions set out in section 6 of the VGCs ("Payment under Guarantee"), the Return Application must be completed within a maximum period of eight (8) days from the discovery of the default.

- Special case of Constructor Guarantees: For products with a specific manufacturer warranty (support of the warranty directly by the manufacturer, or on-site warranty, or specific warranty extension), the customer will have to contact the manufacturer directly, without passing through Suza International, which does not provide any contractual warranty for these products. Suza International will refuse any return of goods and cannot be held liable for any failure of the manufacturer as part of this warranty.

Manufacturer contact details are available from Suza International Customer Service.

Returns accepted directly by Suza International in the case of a Guarantee Panne will result in a repair or exchange. In the event that Suza International is unable to replace or repair the subject-matter of the claim, Suza International reserves the right to make an exchange against an equivalent product or to establish an asset equal to the price actually paid by the Customer. Unless Suza International's customer service is counter-indicated, even if a single item of the product is broken, the entire product and accessories must be returned to Suza International.

NOTE: the repair of a product that can last between four (4) and eight (8) weeks, it is recommended to properly test the product and contact the manufacturer as necessary to ensure with the manufacturer the reality of the failure. In some cases, the manufacturer may also propose a repair or direct exchange through its care. Manufacturer contact details are available from Suza International Customer Service.

In the event of a breach of the indications in this VAS Procedure, returns and/or Returns will be systematically rejected by Suza International.

In addition, in the event of a return not in accordance with the Return Application having been the subject of a return agreement by Suza International (different product, different series no, complementary product not present in the return agreement, damaged product and/or packaging, unfit for resale, etc.), this return will be rejected by Suza International.

Any return rejected by Suza International shall, at its sole discretion, be made available to the Customer at the address indicated in section 3.2 of the GTCs for a period of forty-five (45) days from the receipt of the product by Suza International, or to the referral of the product to the Customer at the exclusive costs and risks of the Customer.

In the event that the product is made available, Suza International will send the Customer an e-mail warning to the address that he himself has communicated to Suza International. If we fail to pick up this product within the time limit, Suza International will freely dispose of the product and the Customer will lose all rights to it.

In any event, the invoice for the returned product will be paid at the due date.

Any return is shipped to the client's risk and risk. In addition it is advisable to carry out the shipment of these by carrier in order to be able to control the products at their reception. The products, accompanied by accessories and instructions for use, will have to be returned to their original packaging and inserted into a transport carton (surpack), on which the RMA number will be markedly marked as well as the following address:

Suza International - Service après-Vente - Parc d’activ du Bel Air - 11, Avenue Joseph Froelicher - CS 40591 Ferrières-en-Brie - 77614 Marne la-Vallée Cedex 3 

Any product returns will be made in port paid by the Customer.