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Warranty and Returns
Do you want to return products under warranty conditions? Have you received a damaged or defective product, a shortage or a different product than stated on the packing slip? You can submit one or more requests for this via your personal order overview.
You want to request a return
You can use your personal order overview in your account to submit a request to return one or more products. You must start the request by choosing the product for which you want to request a return. If a product has not yet been shipped or delivered, it is not possible to request a return for this product. Immediately after your application you will receive a registration number from us by email. We will then keep you informed of the status.
Products must be presented to Copaco within five business days after confirmation of the return, stating the registration number that you will receive from us after your request.
If you want to return a license, keep in mind that we may charge a handling fee of at least 60 euros.
Request returnYour product is defective
If you have a defective product, you can submit a return request within the warranty period. You can use your personal order overview in your account to request a return for one or more products. You start the request by choosing the product for which you want to request a return. Immediately after your application you will receive a registration number by email, and we will keep you informed of the status.
Products must be presented to Copaco within five business days after confirmation of the return, stating the registration number that you will receive from us after your request.
Request returnYour product is Dead on Arrival (DOA)
Are you dealing with a product that does not function at all after delivery? Then you are dealing with a Dead on Arrival (DOA). You can use your personal order overview in your account to submit a return request. You start the request by choosing the product for which you want to request a return. Immediately after your request you will receive a registration number from us by email. We will then keep you informed of the status.
Products must be presented to Copaco within five business days after confirmation of the return, stating the registration number that you will receive from us after your request.
Request returnYour product or the packaging of your product is damaged
Do you have damage to your product or packaging that has occurred during transport? Then you must submit a return request within one day of receipt, with a note on the proof of delivery. You can use your personal request overview in your account to request a return of one or more products. You start the request by choosing the product for which you want to request a return. Immediately after your application you will receive a registration number from us by email. We will then keep you informed of the status.
Products must be presented to Copaco within five business days after confirmation of the return, stating the registration number that you will receive from us after your request.
Request returnYou want to request a bulk return
Do you have several products, spread over different orders? Then you can use this form and request a return for these products. Please fill out all data or upload a completed template to automatically fill in the form. Immediately after your application, you will receive a registration number for each product by email. We will then keep you informed of the status.
Products must be presented to Copaco within five business days after confirmation of return, stating the registration number that you will receive from us after your request. Each product must have its own registration number.
To request formYour order has not been delivered or has been delivered incomplete (shortage)
If your order has not been delivered or delivery has been incomplete, then you are dealing with a shortage. A shortage should be reported one business day after the billing and or delivery date. You can report this to us online by using the application form. You look up the delivery with the delivery number, the invoice number, or your order reference. Immediately after your application you will receive a registration number from us by email. We will then keep you informed of the status.
After assessment and approval of your application, we will credit you. Please contact us to receive the products that have not been delivered. In case of a double delivery, you must submit a return request.
To requestStatus of your return request
Through your personal returns overview, you find all your requests with the current status. If an application requires additional information before we can process it, you can see it here and provide the required information. You will find the returns overview in your personal account.
Returns overview
