Part return / Warranty claims

Part Change / Return / Order error
When placing orders we warmly recommend that you carefully check model, sizes and specifications to make sure that you receive the correct product.
Should you have any questions please contact our customer support.
We offer a return policy to exchange, credit or refound products that are faulty, not what you ordered or not what you expected.
You can return the product only if it's still un-used and never installed.
You have 7 days after delivery date to send it back to us.
Before shipping the product ask the authorization code to our customer support by email: orders@extralite.com.
Strictly follow the shipping instructions related to the nation you are willing to ship from (see part returrn).

Re-stocking
We do not re-stock anything but brand new products (never used never installed) that are still on our product list.
After receiving your products we'll have to carefully check it; then you'll receive a message that reports the amount of your credit.
A variable percentage (0- to 20%) might be requested for checking time, re-packaging and re-stocking in case we are not sure about product conditions.

Shipping
We'll charge the shipping cost and eventual re-stocking costs.
Shipping options and rates are the same as for regular orders.
Shipping costs from you to us and from us to you are at your charge, except the case of un-correct order processing on our side.
Before the returning the product ask for shipping instructions and authorization code to our customer support by email: orders@extralite.com
Strictly follow the shipping instructions related to the nation you are willing to ship from (see below).

 

Product-part service
Sould you need servicing for any Extralite product please contact us at info@extralite.com
Specify the exact model name and model year of your product, clearly describe your problem and how it occurred.
Detailed info may be extremely useful to complete the servicing at the highest technical standards.
Contact our customer service info@extralite.com to get authorization code and shipping instructions.
Strictly follow our instructions and let us have shipping details.

Warranty Claims
If a fault develops you must stop using the product immediately and contact us to determinate if a warranty issue exists.
Please contact us at info@extralite.com describing the exact model name and year of purchase, clearly describe your problem and how it occurred.
Detailed info and clear-close photo may be extremely useful to speed up the determination of the warranty case and may be necessary to fully understand the cause.
Strictly follow the shipping instructions related to the nation you are willing to ship from (see below).

 

Shipping instructions

As first step ask for a servicing authorization code, then strictly  follow our shipping instructions. 
1) Returned product should be shipped properly packaged (include authorization code, your name and contacts).
2) Ship your part by registered Post service. Postal services offer additional insurance option if you feel it necessary. We can't respond for lost nor damaged parcels.
3) See "Custom Duties" info below if you ship from non-UE country.
4) Email to info@extralite.com including shipping ref. number, your address, email and tel. contacts and brief comment about the reason of your part return.

Parcel value
UE customs do not accept declarations as "no value" nor "warranty" nor "gift" etc.
We normally suggest to declare (or insure) the minimal possible/credible value in order to minimize custom duties.
But yours is the decision since yours is the shipping responsibility.
When adding insurance service never exceed the value declared (taxes will be set on the highest value).

Custom duties
Custom offices charge import tax and duties for each shipping crossing UE borders.
Import taxes are an average 28-32% of the declared (or insured) value of your parcel.
Then we'll have to add that cost to your bill.

Transport service
Ship your parts by "Post service / registered-mail".
The delivery receipt service gives rather safe delivery note to you for a minimal cost.
Note that DHL/FedEx/UPS/EMS and any other express service always require your official shipping invoice (or pro-forma invoice) attached to the outer face of the shipping box.

Ship to:
Studio Riva SRL,
Att: Service dept.
Strada dei Boschi 8,
26813 Graffignana, Lodi,
Italy.
email: info@extralite.com
Tel. +390371 203059

Contact our customer service info@extralite.com to get shipping instructions and authorization code.
Strictly follow our instructions and reply with your shipping details.