RETURN GUIDELINE
RETURN POLICY
Plc-city allows its customers, both private and companies, to return products in the manner and within the timeframes specified below.
Returns are divided into 3 types:
- •Return under warranty in case of product failure:the warranty period is valid for one year for new products and six months for used and refurbished products. The request must be made within the warranty period and the return costs are borne by PLC-CITY;
- •Right of Withdrawal reserved for Consumers: the return request must be made within 14 calendar days from the order delivery date and the return costs are borne by the customer.
- •Return for non-conforming product:the report must be made within five days of delivery in the event of defect of the product or obvious defects and within eight days of discovery in case of hidden defects.
The return request can be also made by accessing the personal area of the online store www.plc-city.com, or by sending an e-mail to [email protected].
HOW TO REQUEST RETURNS:
HOW TO REQUEST A RETURN THROUGH THE PERSONAL AREA
In order to request the return through the personal area you must log in.
Once logged in, click on 'My Account'' in the top right and select your username from the drop-down menu.
Click on 'My Orders'' and select the order for which you wish to request a return.
On the orders details page, right after the section 'Follow your order', you can see the list of the purchased material and select the material you want to return and its quantity.
In order to proceed, you must enter in the box below the reason why you intend to return the goods.
Then confirm your return request by clicking on 'Request a return'.
At this point, PLC-CITY assigns a number to the return request that will be taken into consideration and evaluated by the customer care department.
HOW TO REQUEST THE RETURN BY E-MAIL
You can send a return request by writing to [email protected] specifying the order number, the items you want to return and the reason for the return.
The customer care department will manage the request and carry out the necessary evaluations.
HOW TO REQUEST THE RETURN FROM THE RETURN GUIDELINE PAGE
It is possible to start a return request from this page too.
First of all, you have to choose which type of return you want to request among the 3 types at the top of this page.
Once you have chosen, click on the button ''Send a return request'' and you will be redirected.
If you have placed the order online, please follow the instructions of the paragraph ''HOW TO REQUEST A RETURN THROUGH THE PERSONAL AREA''.
If you have placed the order offline, please fill and send the return request form that will be evaluated by our team.
ASSESSMENT OF THE RETURN REQUEST
After receiving the return request, PLC- CITY will evaluate it and may ask for further details about the product (serial number, product condition, photos etc.).
Once we accept it, our team will contact you via e-mail and send a return authorization form (with instructions) that must be included in the package.
After receiving the instructions,you can send the goods, and, upon receipt, PLC-CITY reserves the right to carry out the due checks before issuing the refund. If the returned items show damage or signs of wear, resulting from unnecessary handling, to determine the nature, characteristics and functioning of the same, Plc-city reserves the right to withhold from reimbursement any test costs and/or commissions for returns in a different condition.
For more information on any fees applied to the refund, see the general conditions of sale
In case of non-acceptance, PLC-CITY will communicate by e-mail the reasons for which the return request does not meet the requirements indicated in the general conditions of sale.
HOW TO REQUEST THE RETURN OF A FAILED PRODUCT DURING THE WARRANTY
In order to return goods, please send an e-mail to [email protected] specifying the product for which the return is requested and detailing the type of fault found and any tests carried out.
The request will then be evaluated by the customer care department with the support of the technical department in order to manage and resolve the problem quickly, even with remote technical support, if possible.
In case of failure to resolve remotely, in the presence of all the necessary requirements, you will receive by e-mail the return authorization form under warranty (including instructions) and the shipping label to be affixed to the package.
Once the product defect is confirmed, PLC-CITY will proceed to send a repair/replacement under warranty or, if this is not possible, to issue a refund of the product.
Please note that warranty times are subject to supplier/manufacturer.
In case of non-acceptance, PLC-CITY will communicate by e-mail the reasons for which the return request does not meet the requirements indicated in the general conditions of sale.
For more information, please contact us at [email protected], via chat or by phone at +39 081 192 88664.
EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
- •Manufactured On Demand;
- •Software and licenses.
- •Customized products.