Please make sure to have contacted our support team before returning goods. In most cases we will be able to help you. Make sure to have checked our frequently asked questions FAQ pages for the product. These pages are located right below the product page.

Please follow these steps in order to return goods to telos:

In case goods are sent to telos for service: Include a detailed description on the problems.

1. Request a RMA (Return of Material Authorization) number from our sales department. (Note: NO returns will be accepted without a valid RMA number).
2. Once you have received your RMA# via e-mail, follow the instructions in the e-mail, or refer to this page for instructions.
3. Place the item(s) to return in a solid packaging along with all documentation and parts.

   Important: Please select the smallest possible package dimensions when shipping goods to telos. Most forwarders are charging significant rates for larger parcels, independent of the actual weight.

4. Prepare a delivery note including the serial numbers of the goods. Write your RMA# on the delivery note.
5. Address to 
   
   telos EDV Systementwicklung GmbH   
   Service RMA #
   Schlueterstrasse 16
   20146 Hamburg   
   Germany 
   
   Please provide our contact information to your forwarder:
   Phone +49 40 450173-60
   Fax     +49 40 450173-99
   E-Mail mailto:sales@remove-this.telos.info
6. We recommend that you use Fedex or TNT to return the goods.
7. Send us a brief e-mail on your shipment, if possible include a tracking number.
8. In case goods are not returned for service: Make sure all returned items are in a salable condition.

Add a proforma invoice for customs purposes including

1. Product quantity and product name.
2. Make a note on the product status.
   If it is defect, please highlight it on your documents.
3. Product value.
   If the product is defect use a value apropriate for the pure material.
4. Origin of the goods.
5. Customs Tariff Code
   Make sure to use the customs tariff codes we sold the goods with. Using a different code might imply a significant increase of the customs duties.
6. Reason for returning the goods
7. Add a copy of the telos invoice the goods came with. In case you do not have it within reach simply contact the sales department. We will quickly return a pdf-file with the invoice to you. 
8. Place two copies of the documents in the parcel's address pouch and one copy inside the package.

Origin and customs tariff code are denoted on the invoices and delivery notes we sent to you with the goods.

Please take care of never using a customs value higher than the value wecharged you. The customs duties and the value added tax are directly related to this value.