Complaints and Defect Reports
If you notice a defect or have a complaint regarding the products received, we invite you to submit your report within 8 days of receiving the goods. After this period, we will consider the products accepted, suitable for use, and free of defects. To facilitate the handling of your request, you can access the reserved area of our website and fill out the available RMA form here: https://www.ecat.it/area-riservata.
Repairs and Replacements
In the case of defective products, ECAT will assess the situation and, at its discretion, may choose to repair the damaged components or replace the entire product. However, to proceed with a return, it is essential to obtain prior written authorization from ECAT via certified email (PEC). Without this authorization, we will not be able to accept the return.
Intervention Times and Conditions
Response times may vary based on your location. In some cases, we may require authorization to examine the product at our facility in order to assess the reported defect or damage. If the service or replacement is not covered by warranty, the associated costs – including replacement parts and shipping fees – will be the responsibility of the customer. It should also be noted that we do not perform repair services outside of business hours, on weekends, or on holidays.
Exclusions from the Warranty
Our warranty does not cover certain types of interventions or defects. For example, modifications to the original configuration of the product, reallocations, preventive maintenance, consumables, data or software transfers, as well as interventions that ECAT does not deem strictly necessary are excluded. Additionally, damages caused by improper installations, incorrect use, or negligence are not covered by the warranty.