Returns
Register your return within 90 days. Once the returned products have been inspected and approved, the refund is credited to your Partob Credit account.
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Business-to-business sales
These policies apply to purchases for repair work, resale or other professional purposes. Such business-to-business (B2B) transactions are governed by the sales contract: the accepted order, Partob’s Terms & conditions, any specifically agreed conditions and the applicable sales law.
The EU Consumer Rights Directive (2011/83/EU), Articles 2(1) and 3(1), concerns contracts between traders and consumers purchasing outside their business or profession. Consumer-specific protections under that Directive, including withdrawal rights, do not generally apply to business-purpose purchases. For example, a repair shop buying screens for customer repairs is making a business purchase.
For qualifying international sales of goods, the United Nations Convention on Contracts for the International Sale of Goods (CISG) may apply. Article 1 defines its international scope; Article 2(a) generally excludes personal, family or household purchases. Article 6 allows parties to exclude or vary its rules, subject to its limits, including Article 12. This reference does not itself select or exclude the CISG.
The commercial terms below are subject to applicable rules that cannot be excluded by contract. Whether a buyer is a consumer depends on the actual transaction, not simply an account label; any legally qualifying consumer purchase is treated accordingly.
Return period and refund rates
Our standard business return policy allows eligible products to be returned within a maximum of 90 calendar days. The refund percentage depends on when you submit the RMA request:
| Time since order completion | Refund of approved product value |
|---|---|
| Up to and including day 30 | 100% |
| Days 31–60 | 70% |
| Days 61–90 | 50% |
| After day 90 | Not eligible for a standard return |
Days are counted from the date your order is marked Completed, using the store’s calendar dates. The applicable percentage is recorded when the RMA request is submitted. Requests submitted after day 90 are outside this return policy.
Batteries follow the same 90-day return period and the same 100%, 70% and 50% refund tiers. The eligibility and safe-shipping conditions below also apply.
The percentage applies to the original amount paid for the approved returned quantity after product discounts, including any VAT paid on that amount. Original order delivery charges are not refunded. Partob Rewards are adjusted separately as explained below.
Products eligible for return
This policy covers standard business returns, including products you no longer need. Returned items must meet all of these conditions:
- Purchased from Partob and identifiable against the original order.
- Still part of the product range Partob stocks; products we no longer stock are excluded.
- Complete and undamaged, with the original packaging and Partob product identification codes.
- Free from customer or end-user damage, including broken screens, water or impact damage, installation damage and scratches.
Items supplied by another seller, missing their original packaging or identification, or otherwise failing these conditions may be rejected. A suspected product defect should be reported with a clear explanation so it can be assessed under the applicable warranty.
Warranty claims are assessed separately and are not automatically limited by this 90-day standard return period.
Register your RMA online
Register each standard return through the Returns area in your account. Choose New RMA, select the products from your orders, enter the quantities and select the correct return reason. Include a clear explanation of the request.
- Check the order number and product references before submitting.
- Describe any issue and include relevant photographs or testing details where helpful.
- Keep the RMA reference for your parcel and all follow-up messages.
Online registration is required for this standard return process. Submitting an RMA or receiving permission to send the goods is not final approval of a refund. Eligibility and the approved amount are confirmed after Partob receives and inspects the returned products.
If you need help registering or using the RMA form, contact our team.
Prepare and send your parcel
Wait for the return instructions for your RMA, then dispatch the parcel within five working days of receiving those instructions. Include the RMA packing slip or an item list with the RMA reference, and send only the registered products to the return destination provided.
Protect each item in its original packaging and use suitable outer packaging and anti-static protection where needed. Keep product codes visible and retain proof of shipment and the tracking reference. Contact us before shipping a damaged battery or another item requiring special transport precautions.
Shipping costs
The buyer pays the cost of shipping the return to Partob. Original order delivery charges are not reimbursed under this standard return policy.
If Partob receives and inspects the RMA parcel and the products do not meet the return policy, the buyer also pays the shipping cost of having the rejected products or parcel sent back. We will explain the rejection and the arrangements for returning the goods.
Inspection and rejected products
After receipt, we check the products, quantities, packaging, identification and reported reason. We aim to assess returns within five working days; additional testing or missing information may take longer. You can follow your RMA in the Returns area of your account.
Only products that pass the assessment are included in the approved refund. The provisional amount shown when you submit a request may change after inspection. We will explain which items have been approved or rejected.
Rejected or incorrectly sent goods are held for up to three months while their return is arranged. Contact us in writing, quoting your RMA reference, to request them back. The shipping cost of sending them back is paid by the buyer.
Refunds to Credit and Partob Rewards
When an approved return is completed, the total approved refund is deposited directly into the customer’s Partob Credit account for future purchases. Standard business returns are settled as account Credit, rather than a repayment to the original card or bank account.
Partob Rewards Credit originally awarded for the approved returned products is reversed. The refund credit and the Rewards reversal are recorded separately, so the net change to the account balance reflects both. Only rewards associated with the approved returned products are adjusted; products that did not earn Rewards have no Rewards reversal.
The original Rewards amount for the approved returned quantity is reversed in full, even when the return qualifies for a 70% or 50% refund. Rewards already reversed for those goods are not deducted again.
Example excluding VAT: an item originally cost €100 and earned €5 in Partob Rewards. An approved return registered on day 45 receives €70 in Credit, and the original €5 Rewards is reversed. The net increase in the Credit balance is €65.
The final RMA outcome and Credit account entries show the confirmed amounts.
Need help with a return?
Send us your order reference and a short description of the issue so we can help with the next step.