The order process
Due to the nature of the business, prices and availability can change quickly. Therefore our quotes are valid for 5 working days unless otherwise stated on the quote. We aim to provide you with accurate quotes but deny obligation to sell in case of unintentional quoting errors. Before Alturna Networks can process an order, a signed quote or purchase order is required by fax or email. After reception of a signed purchase order, a confirmation and an invoice will be sent to the customer. We try to ship every order within 3-5 working days. Delays however do happen sometimes. If a delay occurs we will inform you as soon as possible. Alturna Networks denies responsibility for any damage that may be caused by the delay.
The payment process
For pre-pay customers wire transfers have to be made within 7 working days after the purchase order was sent and the full amount of the order including taxes and freight has to be paid into one of our ABN AMRO Bank accounts prior to shipment. Alturna Networks holds the right to cancel a PO if payment is not done within the agreed terms. In this case a 15-25% restocking fee will be charged to the customer for expenses made. The same restocking fee is charged when a customer cancels a PO. Alturna Networks holds ownership of the products until the full amount of the invoice has been paid by the customer.
Warranty and the RMA policy for broken products
Alturna Networks gives a lifetime warranty on all products delivered to end-user customers; warranty starting on the invoice date. Resellers are given 30 days warranty on all products. The warranty covers products which are dead on arrival, cosmetically damaged equipment and equipment that fails to function according to the manufacturer’s specifications. If a product is determined to be failing, it is the customers obligation to provide Alturna Networks with as much information on the failure as possible. After notification and reception of the RMA Request Form for Broken Products an RMA number will be issued. Only returns with an RMA number can be received by our warehouse staff. An RMA number will not be issued when the damage is a result of faulty handling, installation or operation by the customer. It is the customers obligation to return damaged equipment within 7 working days after issue of the RMA number and to use proper packaging when shipping. It is at the discretion of Alturna Networks whether to credit, repair or replace the broken product. If the products are returned and found not to be in the original condition it is at the discretion of Alturna Networks to accept or refuse the return and or to charge a restocking fee of 15-25%. The customers are urged to follow the RMA procedure as described under our Services section.
The RMA policy for waste
Alturna Networks provides the customer with a complete logistic service to make sure that all equipment the customer has bought with Alturna Networks will be recycled. For all customers within the EU, Alturna Networks will organize and pay for both the expenses for recycling and transportation if the total weight of the waste is over 100 kg to collect. If the customer has less than 100 kg the waste can be sent to Alturna Networks at the customers own discretion. In the latter case the expenses for transportation will be paid by the customer. After notification by the customer of the return and reception of the RMA Request Form for Waste, an RMA number will be issued. Only goods with an RMA number can be received by our warehouse. Alturna Networks will make sure the equipment will be recycled or reused in an environmentally friendly way.
Alturna Networks holds no liability for any direct or indirect damage as a result of a delay or a failure in delivery by Alturna Networks or any direct or indirect damage caused by products that fail to function according to the manufacturer’s specifications.