Warranty & RMA

Request RMA number

Using our website you can submit an RMA request in the event of a deficient delivery, a discrepancy in an invoice or if you wish to return products under warranty. To do so you will require the delivery or invoice number. The delivery number begins with a 2 and consists of 8 digits. The invoice number begins with a 2 or an 8 and consists of 7 digits.

Requesting the status of your order

You will find the RMA overview in your personal zone on the Copaco webshop

Defects and damage

Are you dealing with a defective product? Then you may request an RMA online during the period of warranty. The only way to request for a product to be returned is by using the RMA tool. As soon as you have made your RMA request you will receive a registration number from Copaco. This is different to the authorisation number for the return of goods. You will receive this number in a written or electronic confirmation.

Goods must be returned to Copacco within five working days after confirmation of the return and should include reference to the RMA number.

Deficient order

Should you experience a deficient order this should be reported at the latest within one day of the invoice or delivery date. A deficient order report will only be treated when the deficiency report is completed in full. You will then immediately receive a registration number from Copaco.

Those experiencing a double delivery should use the RMA procedure if they wish to return the goods. Upon receipt of the original goods or confirmation from the haulier or supplier of the final deficiency Copaco will proceed with the credit process.

DOA

A ‘dead on arrival’ (DOA) must be reported using an RMA request. The only way to request for a product to be returned is by using the RMA tool. As soon as you have made your RMA request you will receive a registration number from Copaco. This is not the same as the authorisation number to return the goods. This is sent with a written or electronic confirmation. Goods must be returned to Copacco within five working days after confirmation of the return and should include reference to the RMA number.

Credit

Is there a discrepancy in your invoice? If so, you may submit a credit request. Such requests will only be treated if reported within two days of invoicing. In this case you are obliged to provide a fully completed credit declaration. You will receive a registration number directly from Copaco.

Full or partial credit will only be given after final assessment and approval by Copaco. The payment terms on the original invoice remain unaltered. At Copaco, the maximum accepted lead time for a credit request is 10 days.