Returns, Damaged Goods and RMAs: Marantec UK FAQs
When something needs to be returned, arrives damaged or requires inspection, knowing exactly what happens next can make the process much easier.
Marantec UK’s Return Merchandise Authorisation (RMA) process provides a clear route for handling returns, assessing faults and keeping customers informed throughout.
Below, we answer some of the most common questions about returns, damaged deliveries and RMAs.
Will I Be Reimbursed for the Cost of Returning an RMA?
If an item is confirmed as having a manufacturing fault covered under warranty, you will receive a credit for:
The original item
The original delivery charge
The final outcome will depend on the inspection carried out once the product has been returned.
My Items Arrived Damaged. What Are My Options?
Customers have 48 hours from receipt of delivery to check their goods and notify Marantec UK of any damage or missing items.
We therefore recommend inspecting deliveries as soon as possible after they arrive.
If anything is damaged or missing, contact the Marantec UK team within the 48-hour period so the issue can be recorded and the appropriate next steps arranged.
Do I Need an RMA Number Before Returning an Item?
Yes.
No returns will be accepted at the Marantec UK facility without a valid Return Merchandise Authorisation number.
The RMA number must be clearly marked on the outside of the package.
Customers should submit a return request and receive their RMA number before sending any goods back to Marantec UK.
How Long Do I Have to Send an Authorised Return?
Once an RMA number has been issued, customers have 14 days to arrange for the goods to be returned.
If the goods are not returned within this period, the RMA will be closed and no further action will be taken under that authorisation.
How Long Will It Take Marantec UK to Inspect a Returned Item?
Once the goods have been received, Marantec UK will carry out a visual inspection and, where required, a further technical inspection.
This will take place within seven business days of receipt.
When Will I Receive the Outcome of the Inspection?
Customers will be notified of the inspection outcome within two business days following the seven-business-day inspection period.
The outcome may be that:
The return is approved
The return is rejected
A repair is required
If any further action is needed, this will be communicated to the customer.
How Long Do I Have to Respond After Receiving an RMA Report?
If Marantec UK requires further information, approval for repair costs or confirmation regarding non-faulty goods, customers have 14 business days from the date of notification to respond.
Responding within this timeframe helps keep the RMA process moving and avoids unnecessary delays.
What Happens If I Don’t Respond?
If no response is received within the 14-business-day period, the RMA case will be considered abandoned and closed.
Non-faulty goods will be returned to the customer at their expense.
Faulty goods where no repair has been approved will be scrapped or returned in accordance with the applicable policy.
Making the Returns Process as Straightforward as Possible
The RMA process is designed to give customers a clear understanding of what happens when a product needs to be returned or assessed.
To help avoid delays:
Request an RMA before returning any goods
Clearly mark the RMA number on the outside of the package
Return authorised goods within 14 days
Check deliveries for damage or missing items within 48 hours
Respond promptly if further information or approval is requested
If you have a return, damaged delivery or warranty query, contact the Marantec UK team for support.
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Marantec UK
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