I HAVE A PROBLEM WITH A PURCHASED PRODUCT: WHO CAN I CONTACT?
If you experience any problems with the product you purchased, don't worry!
Our technicians are at your complete disposal from Monday to Saturday to help you solve the problem! Here's how to get in touch with them:
- Phone: Call +39 0362 1855440 (general number) or 895 895 8921 (paid number mainly dedicated to troubleshooting configuration problems. Our technicians will connect remotely directly to your system via SupRemo. The costs of the service are declared at the beginning of the call).
- Email: write to assistenza@setik.biz. They will answer as soon as possible
- Chat: By clicking the rectangle at the bottom right of our website, you will be immediately put in contact with our technicians.
- Whatsapp: Click here to connect directly with them via Whatsapp.
- Service Package: By purchasing this package, you will be contacted by appointment by our technicians who will connect remotely to your system. This package is valid only for products that can be reached remotely via SupRemo (DVR, NVR, IP cameras etc.).
Find out more about the service package
I HAVE A DEFECTIVE PRODUCT: HOW CAN I DO IT?
Nothing could be easier! Send an email to assistenza@setik.biz describing the problem. Our technicians will answer you as soon as possible, advising you on any tests to perform. In case the problem persists, we will proceed with the opening of the RMA file.
WHAT INFORMATION DOES IT TAKE TO OPEN AN RMA?
To open an RMA file, our technicians will send you by email, a form to fill in and return signed. The necessary data are:
- Name / Surname or Company name on the invoice
- purchase reference (Attach invoice and/or tax receipt)
- Article for which assistance is requested (Exact Code)
- Defect Recognised (short description) or Motivation Returned*.
IS RMA SHIPPING MY CHARGE?
The shipment is always charged to the customer except in special cases indicated in the rma form.
HOW LONG WILL I GET MY PRODUCT BACK?
After all the necessary verifications, you will be able to get the product back within a maximum period of 30 days. (unless material unavailability, return of the product to the parent company, etc. ...)
WHERE'S MY RMA?
For all necessary information, please contact service directly. You will still be contacted after the practical closure.
ARE THE PRODUCTS COVERED BY WARRANTY?
Yes, our products are all covered by warranty except in the case of accessories/components that, due to their nature or due to normal wear and tear, wear and tear or decay, require periodic maintenance or replacement (e.g.: power supplies, cables, connectors, structural components or anything that is subject to mechanical and electrical stress). These products are specifically excluded from the Warranty.
WHAT'S THE WARRANTY COVERAGE PERIOD?
The warranty of our products, except for exceptions specified directly in the advertisements, is 24 months. The reconditioned products are subject to another type of warranty (see the dedicated tab).
I CHANGED MY MIND ABOUT A PRODUCT. CAN I RETURN IT?
Pursuant to Article 64 et seq. of the Consumer Code (Legislative Decree 2005/206), the purchaser may exercise the right to withdraw from the purchase by giving us written notice within and no later than 15 days from the date of delivery of the product itself. Our Assistance will provide the buyer with a form and an RMA number, necessary to open the practice of withdrawal. In case of applicability of the right of withdrawal the purchaser, within 15 days from the date of delivery of the goods, is required to send back the goods at our expense (by withdrawal with our courier FEDEX) as received, i.e. absolutely new, unused, complete with all its parts (manuals, CDs, accessories, etc..) and with the original packaging completely intact, avoiding in all cases the attachment of labels or adhesive tapes directly on the original packaging of the product. The non-observance of these principles makes the right of withdrawal inapplicable. In case of application of the right of withdrawal, once received, the goods will be viewed and if it will be assessed intact and without any damage, we will refund the total amount paid by the customer, including shipping costs, within the shortest possible time and maximum within 30 days from the date on which the communication was received, or alternatively to replace the item with other goods of equal value at the choice of the buyer. The right of Withdrawal is not applicable where the purchase is made with a VAT number.
WHAT DOES "RECONDITIONED PRODUCT" MEAN?
There may be reconditioned products in the catalogue.
This means that the product is not a new product but has been used previously, refurbished and fully functional.
THE WARRANTY'S 24 MONTHS?
No, reconditioned products have a different warranty than new products. The warranty period is always indicated in the advertisements.
CAN I RETURN A REFURBISHED PRODUCT?
Yes, the reconditioned product can be returned within 15 days from the date of receipt of the product.