Complaints and returns

01General principles

This page explains the claims procedure for shipping damage, product defects and incorrect deliveries. Please observe the statutory deadlines under § 377 of the German Commercial Code (HGB).

A1-ESD Equipment GmbH sells exclusively to commercial and business customers (B2B). All purchase agreements are governed by the German Commercial Code (Handelsgesetzbuch, HGB), in particular the buyer’s obligation to inspect goods and give notice of defects pursuant to § 377 HGB.

Despite the utmost care in manufacturing, packaging and shipping, damage may occur during transit due to improper handling or force majeure. To ensure smooth claims processing, please follow the instructions below carefully.

02Shipping damage: inspection upon delivery

Recipient’s obligations at the time of delivery

The recipient is required to inspect the packaging and contents of every delivery immediately upon receipt, without culpable delay, for visible damage, completeness and quality (§ 377(1) HGB).

1. Inspect packaging before signingCheck all packages for external damage such as dents, tears, moisture or tampered sealing tape before confirming receipt.
2. Record damage on the proof of deliveryAny visible damage to the packaging must be noted on the carrier’s proof of delivery before signing, for parcel services for example on the delivery note. Record: the type of damage, the licence plate of the delivery vehicle, the driver’s name and the carrier’s company name. The driver must countersign the note, otherwise the record is not valid.
3. Photographic documentationPhotograph the damaged packaging in its original condition (before opening) as well as the goods themselves after unpacking. The photos must clearly and comprehensively show the damage.
4. Inspect the goodsIf damage to the packaging has been identified, the goods must be inspected for defects immediately after unpacking. Concealed damage that only becomes visible upon opening must also be documented at once.
5. Record damage on the driver’s handheld scannerWhere possible, also have the damage logged on the driver’s electronic handheld device. This digital record serves as additional evidence vis-à-vis the carrier.

03Deadlines and notification obligations

• Visible shipping damage: immediately upon delivery (§ 377(1) HGB)
• Visible product defects: within 3 business days (§ 377(1) HGB)
• Short delivery or wrong items: within 3 business days (§ 377(1) HGB)
• Latent (hidden) defects: without delay, no later than 3 business days after discovery (§ 377(3) HGB)

Latent defects (defects that were not identifiable during a proper incoming inspection) must also be reported without delay after discovery (§ 377(3) HGB). Such reports must be submitted in writing with photographic evidence no later than 3 business days after discovery.

04Required documentation

For prompt processing of your claim, please submit the following documents in full by email to reklamation@esd-equipment.com:

• Order number or invoice number: Your order or invoice number is mandatory so that we can assign the claim to the correct transaction.
• Detailed description of the defect: Describe the defect as precisely as possible: Which product is affected? What kind of damage is present? When and how was the defect discovered?
• Photographic evidence: Photographs of the damaged packaging (in its original condition) and of the defective goods. Images must clearly and unambiguously show the damage.
• Proof of delivery with damage record: For shipping damage: a copy or photograph of the proof of delivery bearing the damage notation countersigned by the driver.
• Carrier details: Name of the freight carrier or parcel service, tracking number (if available), licence plate of the delivery vehicle and the driver’s name (where documented).

05Claims procedure

1. AcknowledgementYou will receive a confirmation of your claim with a case reference number. Timeframe: within 1 business day.
2. ReviewOur specialist department reviews the submitted documents and the facts of the case. Timeframe: 3–5 business days.
3. DecisionYou will receive a written notification of acceptance or rejection of the claim, including the reasoning. Timeframe: upon completion of review.
4. ResolutionIf accepted: replacement delivery, repair, credit note or refund, depending on the individual case and in consultation with you. Timeframe: as agreed.

We are happy to provide a status update on your claim at any time upon request by email or telephone.

06Returns

Return requirements

1. Request a Return Merchandise Authorisation (RMA)Contact us by email at reklamation@esd-equipment.com stating your order number, the affected items and the reason for the return. You will receive a written return authorisation with an RMA number.
2. Proper packagingGoods must be returned in their original packaging or equivalent transit-safe packaging. Returns that are inadequately packaged and damaged during transit are at the sender’s risk and expense.
3. Display the RMA number clearlyAffix the assigned RMA number visibly on the outside of the package. Returns without an RMA number cannot be matched and will not be processed.
4. Shipping and costsFor justified claims (defect existed at the time of transfer of risk), A1-ESD Equipment GmbH bears the return shipping costs. In all other cases, shipping costs are at the buyer’s expense.

Items excluded from return

The following items are generally excluded from returns:

• Custom-made products and custom-cut items
• Goods configured or processed to customer specifications
• Sealed products whose seal has been broken after delivery (e.g. ESD consumables, chemicals)
• Goods that are no longer in their original, resaleable condition

07Warranty and statutory defect liability

All deliveries are subject to the statutory warranty provisions under §§ 434 ff. BGB (German Civil Code) in conjunction with § 377 HGB. The limitation period for claims based on defects is 12 months from delivery of the goods, to the extent this has been validly agreed under our General Terms and Conditions (GTC).

Scope of warranty

In the event of an acknowledged defect, the buyer is first entitled to supplementary performance (repair or replacement delivery). The choice of the type of supplementary performance lies with A1-ESD Equipment GmbH, unless the chosen method is unreasonable for the buyer.

Only after supplementary performance has failed (as a rule, after two unsuccessful attempts) may the buyer demand a reduction in the purchase price or withdraw from the contract.

Claims for damages and reimbursement of expenses by the buyer exist only in accordance with our GTC and subject to the statutory requirements. Liability for consequential damages, loss of profit or other indirect damages is excluded to the extent permitted by law.

No right of withdrawal in B2B transactions

As A1-ESD Equipment GmbH sells exclusively to commercial customers, there is no statutory right of withdrawal (Widerrufsrecht). No contractual right of return is granted. Goodwill arrangements are at our sole discretion on a case-by-case basis and do not create any legal entitlement.

08Manufacturer warranty

Many of our products carry an independent manufacturer warranty from the respective producer (e.g. JBC, Ersa, Hakko, Weller, Warmbier, Bimos and others). The manufacturer warranty exists alongside the statutory defect liability and is governed by the individual warranty terms of each manufacturer.

In warranty cases, please contact us first. We are happy to assist with communication with the manufacturer and coordinate the process on your behalf.

Please note that manufacturer warranties typically require that the products have been used for their intended purpose. Damage caused by improper handling, incorrect installation, unauthorised modification or normal wear and tear is generally not covered.

09Submit a claim

• Email: reklamation@esd-equipment.com
• Subject line: Claim - [Your order number]
• Telephone: +49 212 38340680
• Availability: Mon–Fri, 08:00–17:00 CET

Please send all required documents (see section 04) together in a single email. For urgent shipping damage, we recommend a parallel phone notification in addition to the email.