Service orders and product returns - information about your shipment to us
Service and repair conditions
These terms and conditions of servicing and repair apply to all servicing and repair work we perform on our products and this work will be performed exclusively in accordance therewith. We regret that we cannot accept any deviating terms and conditions of clients. Depending on the product/measuring chain, the inspection and the servicing and repair of products/measurement chains sent in will be carried out in our repair department, our calibration laboratory or at our external partners. Orders can only be started when you have provided us with the required data and information in full in advance. Please use the product return form (PDF) for this purpose.
2. Inspection at Althen
Inspection of the product alone generates costs which we charge as a fixed fee for inspection in each case. We charge EUR 79 per unit for products up to a new price of EUR 1,000 and EUR 179 per unit for products with a higher new price (Exception: Calibration of GRAPHTEC data loggers). If we are able to repair the dispatched products during the first inspection, we will return your repaired products to you immediately.
3. Repair at Althen
After the inspection, we will send you an estimate of the repair costs for acceptance. Servicing and repair work will be carried out upon receipt of your acceptance. Our cost estimates are made on the basis of a device which has not been disassembled or has only been partially disassembled.
In the absence of a response from your company within 30 working days of our estimate’s submission, we will return the product to you and invoice you for the inspection fee.
4. External Partners
If we cannot comprehensively inspect the product on our premises, we will send it to the appropriate external partner on your behalf without requesting your authorization.
The external partners charge our company fixed fees for inspections, which we will then pass on to you. After the external partners have carried out an inspection, we will send you an estimate of the repair costs for your acceptance. Servicing and repair work will be carried out upon receipt of your acceptance.
In the absence of a reply from your company within 30 working days of submission of the cost estimate with the external partners’ details, we will return the product to you and invoice you for the inspection fees of our company and those of the external partner.
5. Defective and irreparable products
If the product cannot be repaired, we will immediately offer you an identical new unit as a replacement. If you wish, our sales department can contact you for a joint and detailed verification of whether the right product is being used for your measuring task.
Upon request and acceptance, we will scrap the defective product for you properly and in accordance with applicable regulations. The scrapping fixed fee per unit will be invoiced together with the inspection fixed fee. In the absence of an acceptance from your company within 30 working days of the submission of our proposal for scrapping, we will return the product to you and invoice you for the inspection fixed fee.
Our warranty only covers repairs. Claims for defects due to defects in the work performed shall lapse one year after the repaired product’s collection or dispatch.
7. Data Protection
By sending us your product, you consent to the transfer of all data necessary for the repair to our external partners. These are your product’s technical data and your company’s address where applicable.
Flat-rate costs for testing
Other partners (Europe)
Other partners (worldwide)
Scrapping of all products
*including handling and shipping costs
Calibration of GRAPHTEC data loggers
Separate prices apply for the calibration of GRAPHTEC data loggers. Here you can download an overview with prices and information on the procedure (German-language).