Updated Customer Return & Inspection Process

At Marantec UK, providing clear communication and dependable customer support remains a key priority. To help improve efficiency, consistency and turnaround times across all product returns, we have introduced an updated Customer Return & Inspection Process.

This structured process ensures all returned goods are correctly authorised, inspected within defined timelines and managed fairly for both customers and the business. By implementing clear stages and response windows, we aim to reduce delays, improve visibility throughout the process and ensure all cases are handled as efficiently as possible.

Please see the full process details below.

Customer Return & Inspection Process (RMA)

1. RMA Request and Authorization

No Returns Accepted Without RMA:

No returns will be accepted at our facility without a valid Return Merchandise Authorization (RMA) number clearly marked on the outside of the package.

Initiation:

Customers must submit a return request to receive an RMA number. Any package received without an RMA number will be rejected or held at the sender’s expense.

Timeline:

Customers must arrange to have their returns shipped within 14 days. Failure to do so will result in the RMA being closed with no further action to be taken.

2. Receipt and Inspection Timeline

Inspection Deadline:

Once the goods are received at our facility, we will conduct a visual inspection and/or a further technical inspection if required, within 7 business days.

Documentation:

Inspection results, including photos of damage or technical reports if required, will be documented.

3. Customer Notification and Response

Inspection Report:

Within 2 business days following the 7-day inspection window, the customer will be notified of the inspection outcome (approved, rejected, or repair required).

Customer Response Window:

If further information, authorisation for repair costs, or confirmation of non-faulty goods is required, the customer has 14 business days from the date of notification to respond.

4. RMA Closure

Closure:

If the customer does not respond within the 14-day period, the RMA case will be considered abandoned and will be closed.

Final Action:

Upon closure, non-faulty goods will be returned to the customer at their expense, or in the case of faulty goods where no repair was approved, the item will be scrapped or returned based on the initial policy.

Summary of Key Timeframes

Stage	Timeline
Inspection Period	Within 7 days of receipt
Customer Response	Within 14 days of notification
RMA Closure	Day 14 of no response

This process is designed to ensure efficiency and fairness in handling returned merchandise while helping Marantec UK continue to provide clear communication, structured support and dependable service throughout the returns process.

For any questions regarding returns or RMAs, please contact the Marantec UK team directly.

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