AFTER-SALES SERVICE & RETURNS

1. WARRANTY REQUEST

If you have any doubts or questions about your return,
please do not hesitate to contact our Customer Service by telephone on +32 2 376 24 05 or via our contact form.

Stages in the processing of your guarantee application

1/ ‘Customer’ stage

You send us your request using our contact form.
Tell us about the problem you are experiencing and the circumstances in which it occurred.
All tangible elements illustrating your problem as precisely as possible are useful: precise description, photos, video, etc.

A simple e-mail stating ‘I request the guarantee’ will not be considered as a valid guarantee request and will not be taken into account for the guarantee period provided for by law. Only substantiated requests will be taken into account.

2/ ‘MCM’ stage

• MCM (our Customer Service department) processes your guarantee request.
• If your request is validated, you will receive a confirmation e-mail giving you the procedure to follow: delivery address, return number and the document to enclose, etc.

3/ ‘Customer’ stage: preparing my parcel

• Pack the product or item to be covered by the guarantee.
• I check that the packaging and cushioning protect the product(s) perfectly so that they arrive in good condition;
• I print and fill in the document sent to me by Customer Services and slip it into my parcel.
  Please note that returns cannot be processed without this document.

4/ I send my return

I send my parcel to the following address

MCM Group sprl - after-sales service
Stw naar Alsemberg 906
B-1654 Huizingen
Belgium

MCM's advice: keep a record of your shipment and the tracking number.

5/ MCM processes my warranty claim

• We receive your parcel and process your return.
• If your request is in order, it will be processed as quickly as possible.

6/ ‘Supplier’ stage

• Our supplier: processes your warranty claim and decides whether to replace, repair, repair to estimate, refund or take no further action.
• In the case of a repair based on a quotation, you will of course be consulted before the quotation is accepted.
• We contact our suppliers several times a week regarding each current request.
• We will immediately send you any new information on the progress of your current request.
• There is no need to contact the supplier directly to keep up to date with your current request; your only contact is MCM.

7/ ‘MCM’ stage

MCM receives the results of the action taken on your request from the supplier.

8/ ‘You’ stage

We pass on to you the action taken by the supplier on your guarantee request.
In the event of a product being returned to you, this will be at our expense.