Withdrawal within 14 days
If you buy as a consumer, you may withdraw from the contract within 14 days after receiving the goods, without giving a reason. Notify us with a clear statement at sales@exallto.com, quoting your order number. You may use the model form below, but this is optional.
Send the goods back within 14 days after your notice. Pack them carefully so that they are not damaged in transit. The direct cost of returning the goods is borne by you.
You may inspect the goods as you would in a shop. If the goods are returned used, damaged, incomplete or without the necessary packaging and have lost value, Exallto reduces the refund by the amount of the diminished value and informs you accordingly.
We refund the price of the goods and of the standard delivery to you within 14 days of receiving your notice of withdrawal. We may withhold the refund until we have received the goods or evidence that they have been sent. If you chose a delivery method more expensive than standard delivery, the difference is not refunded. The refund is made using the payment method you used, unless we expressly agree otherwise, without any fees for you. For cash-on-delivery orders we will ask you for a bank account (IBAN) for the refund.
Products made or processed to specification
Every product that Exallto processes to your specification in any way – cutting to size, machining, manual or other processing – is made to an individual specification against prepayment. The specification is the description in our e-mail correspondence together with the options selected in the order (for example, the length).
The 14-day right of withdrawal does not apply to these products, and no voluntary exchange is offered. Dissatisfaction with a product made in accordance with the specification is not a reason for return or exchange.
A claim for such a product is accepted where the work differs from the specification and, for consumers, also in the case of a defect in material or workmanship that existed at delivery (see “Claims and warranty”).
Voluntary exchange
For products that have not been processed to specification, you may request an exchange for another product within 14 days after receipt. E-mail us at sales@exallto.com stating the order, the product you are returning and the replacement you would like.
- An exchange is possible only if the requested product is available.
- The returned product must be unused, intact and in its original packaging.
- Transport for an exchange is paid by the customer.
- An exchange can also be made at our shop at Lyulin 10, Block 142, Ground floor, Sofia, if the product is in stock.
- Exchange terms for business and regular customers can be agreed individually.
The voluntary exchange is an additional service and does not limit your statutory rights of withdrawal or in case of non-conformity of the goods.
Claims and warranty
How to make a claim. Send your order number and a description of the problem to sales@exallto.com, together with:
- a photo of the installed item in its working configuration (mandatory);
- a description of the installation and operating conditions – connected load, power supply, configured parameters, wiring diagram;
- the error codes, if the device displays any.
If the defect is found before installation, send photos of the product and its packaging within 3 working days of receipt.
A claim is not an automatic replacement. The product sent to us is examined (diagnosed), and the decision is made after the examination.
Installation. Equipment for mains voltage 230/400 V (inverters, servo drives, spindles, power supplies and other 230/400 V devices) must be installed and connected by a qualified electrician in accordance with the manufacturer’s instructions. For a claim concerning such equipment, provide the installer’s details and an installation report or description of the wiring. Low-voltage products (up to about 50 V – drivers, controllers, modules, sensors) must be installed in accordance with the manufacturer’s instructions.
The warranty does not cover damage caused by: incorrect installation or wiring; an incompatible load (for example, a motor rated above the nominal power); operation, parameters or conditions outside the specification; overvoltage, reverse polarity, short circuit or an unsuitable power supply; mechanical damage, moisture or contamination; normal wear; modification or interference by the customer or third parties.
Consumers. You have a statutory guarantee of 2 years for any lack of conformity that existed at delivery. You send the product to us at your own cost. If the claim is justified, we repair or replace the product and deliver it at our cost, and we refund the postage you paid for sending it to us; where repair or replacement is not possible, you are entitled to a price reduction or a refund. Where mains-voltage equipment was not installed by a qualified person or not in accordance with the instructions, damage related to the installation, wiring and power supply is not covered. A claim without a photo of the installed item is not processed until the photo is provided.
Business customers. The warranty period is 12 months from delivery. For products processed to specification, a claim is accepted only where the work differs from the specification. Installation not in accordance with the instructions and, for mains-voltage equipment, installation by an unqualified person are grounds for rejecting the claim. A claim without a photo of the installed item is rejected. The diagnostics fee is payable in advance and refunded if the claim is justified. Transport to us and back is paid by the customer; if the claim is justified, we deliver the repaired or replaced product at our cost.
Unjustified claims. If the examination shows that the damage is not covered by the warranty, you pay a diagnostics fee and the cost of return transport; the product is sent back after payment. Diagnostics fee: €50 for products priced up to €100, €100 for products priced from €100 to €200 and €200 for products priced above €200 (VAT included). For consumers the fee does not exceed 50% of the product price.
Returns and claims contact
Exallto EOOD
Lyulin 10, Block 142, Ground floor
1335 Sofia, Bulgaria
Phone: +359 884 836 142
E-mail: sales@exallto.com
Monday – Friday: 09:00 – 17:00. Saturday and Sunday: closed.
Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
To: Exallto EOOD, Lyulin 10, Block 142, Ground floor, 1335 Sofia, Bulgaria, sales@exallto.com
I/We* hereby give notice that I/we* withdraw from my/our* contract of sale of the following goods: ……………………
Order number: …………… Ordered on* / received on*: ……………
Name of consumer(s): ……………………
Address of consumer(s): ……………………
Signature of consumer(s) (only if this form is notified on paper): ……………
Date: ……………
(*) Delete as appropriate.