RMA / Retours
APG Europe uses a standardized RMA process. RMA stands for Return Material Authorization, permission to return goods to APG Europe.
Before you send an item back to APG Europe, you need a valid RMA label. The RMA label includes an RMA number, among other things. This is a unique number that serves as a permission code. The RMA number must be used as a reference on your return shipment.
Our RMA process describes the exchange or return of previous purchases. The return goods are processed quickly and adequately managed by a professional and efficient return process. (inspections, repairs, sorting, repackaging, complaint handling and administrative processing)
We apply strict quality rules to guarantee our packaging materials and the safety of the people who come into contact with our packaging materials. A fully completed material safety data questionnaire form (MSDQ) is required for all return logistics. The MSDQ clearly describes the potential hazards of the returned goods so that they can be processed responsibly.
With the 'Open RMA request form' button below you can register articles that you want to return. APG Europe applies the general terms and conditions of sale when handling an RMA request. Please read the complete RMA regulations carefully.
Access to the RMA application form:
- Log in via the menu in the blue bar at the top of the page
- Then click on the orange button below
APG Europe distinguish a logistic RMA, a quality RMA and an administrative RMA.
A logistics RMA relates to a mistake during the performance of our logistics services and the associated corrective action. You can think of:
- wrong item delivered. A pick error was made by APG Europe in the logistical execution of your order;
- wrong delivery address. APG Europe made a logistical delivery error in the logistical execution of your order;
- delivered too much. You have received more from APG Europe than you ordered;
- not ordered. You have received products from APG Europe that you have not ordered;
- transport damage. You have received products in a damaged condition.
A quality RMA refers to the acceptable quality level (AQL) of an item and the associated handling of warranty. The item (s) do not meet the quality that you expect. You can think of:
- DOA (Dead On Arrival);
- repair and / or replacement within AQL;
- repair and / or replacement outside of AQL.
An administrative RMA relates to a human error during the execution of your order and the associated corrective action. You can think of:
- too much ordered. You have ordered too many products from APG Europe by mistake;
- order mistake. You have ordered the wrong products from APG Europe by mistake;
- in return. You want to trade in APG Europe items.
Providing an RMA number
Once your application form has been received by us, your RMA registration will be processed by our quality department within 1 working day. If approved, we will send you an RMA label and RMA return instruction by e-mail. The RMA number remains valid for 60 days. If your return shipment is not received within that period, the RMA number will expire.
An RMA registration will only be processed if the MSDQ has been fully completed. MSDQ stands for Material Safety Data Questionnaire. The sender clearly describes the possible dangers of the returned goods. The MSDQ applies to all return items and packaging materials and must be truthfully completed by the sender.
After you have received an RMA label, you can send the items to APG Europe. The RMA label must be clearly visible on the outside of at least one package of the shipment. The return address is on the RMA label and in the RMA return instruction. Shipments without mention of the RMA label and / or shipments without MSDQ reference will be refused by APG Europe. The sender is responsible for proper packaging of the shipment, so that transport damage is prevented. Shipment is at the expense of the sender. Transport damage or loss of return shipments is at the risk and expense of the sender. Shipments for the account of APG Europe are refused
Confirmation of receipt and treatment of the RMA
After receiving and accepting the RMA shipment you will receive an email within one business day with a confirmation of receipt with an expected lead time. Our quality department handles the RMA and keeps you informed.