RMA & Warranty

3.1 Legal Warranty

Orinaku BV offers a legal warranty on its products with a minimum of twelve months on all products sold to consumers, as mandated by European consumer law. This warranty covers any lack of conformity that becomes apparent within twelve months from the date of delivery.

3.2 Warranty Coverage

• Manufacturing Defects: Covers defects in materials and workmanship.
• Functionality Issues: Covers failures preventing the product from operating as advertised.

3.3 Exclusions from Warranty

• Damage caused by misuse, abuse, or neglect by the customer.
• Damage resulting from unauthorized alterations or repairs or modifications.
• Damage caused by external factors such as accidents, power surges, or natural disasters.
• Normal wear and tear or cosmetic damage that does not affect product functionality.

3.4 Proof of Purchase

To claim warranty services, customers must provide a valid proof of purchase, such as a receipt, invoice, or any other document proving the purchase date and product details. If possible the customer will also provide the serial number of the product. This will be automatically checked by Orinaku upon physically receiving the goods.

3.5 Warranty Claim Procedure

Contact our customer service at our chat functionality, or send a mail to info@orinaku.com. Provide a detailed description of the issue, along with photographs or videos if applicable. Our support team will guide you through the next steps and determine if the issue is covered under warranty. If the warranty is valid, then our support team will then sent you a “RMA form” that you will be asked to fill in, print out, and add to the product upon return.

3.6 Missing RMA form

The RMA form must always be included with the shipment upon return. Returns sent to us without an RMA form will not be processed and will be sent back to the owner. The RMA form will be shared with the manufacturer/supplier to identify the origin of the malfunction of the product. By submitting an RMA, you agree to share this information with the manufacturer/supplier.

4.1 Initiating an RMA

Before returning any product, customers must obtain an RMA number from our customer service. Unauthorized returns will not be accepted.

4.2 RMA Request Process

Contact customer service at our chat functionality, or send a mail to info@orinaku.com to request an RMA number. Provide proof of purchase, product model, serialnumber, and a detailed description of the issue. If approved, you will receive an RMA form and a RMA number and instructions for the return shipment.

4.3 Return Shipping Costs

• Within Warranty Period: Orinaku BV will cover the cost of return shipping if the order originated within the European Union and the product is found to be defective and covered under the warranty.
• Outside Warranty Period: Customers are responsible for return shipping costs if the product is not covered under warranty or if the warranty period has expired.
• Outside of European Union: Orinaku BV will not cover the cost of return shipping if the order originated outside the European Union due to the fact it can not control the selected transport company and its costs.

4.4 Packaging and Shipping

The product must be returned to Orinaku BV complete with all accessories. If any parts of the product are missing, the warranty claim will be forfeited by the customer, and the return will not be processed; instead, it will be sent back to the owner. Additionally, the customer is responsible for sending the product back to Orinaku BV in its original manufacturing box.

Products must be securely packed to prevent damage during transit.
Include the RMA form with a RMA number.

Unsecured packages sent to Orinaku BV by the customer, indicating that the malfunction could have happened due to insecure packaging during transport, will not be processed; instead, they will be sent back to the owner. These products will lose their warranty automatically due to the insecure packaging and its transit to us.

5.1 Evaluation

Upon receiving the returned product, our support team will evaluate if the product was sent complete, properly packed, if it is the right serialnumber, and what the damage is. If the defect is covered under warranty, we will send the product to the manufacturer/supplier for repair or replace the product ourselves at no additional cost. If the product is not covered under warranty, we will notify the customer and send the product back to the owner.

5.2 Serial Number check

If during the evaluation Orinaku BV discovers that the product sent to us has a different serial number than the one registered by Orinaku BV on the order at the time of the original sale, the warranty process will automatically stop, and the product will be immediately returned to its owner. Additionally, if evidence is found that the customer has attempted to claim a warranty for a product not sold by Orinaku BV, Orinaku BV reserves the right to blacklist the customer for a minimum period of 24 months. Products that were replaced by Orinaku BV will have their serial numbers added to the original order.

5.3 Warranty Process Time

If the customer chooses Orinaku BV to handle the warranty process, the customer will ensure that the product is sent to Orinaku BV. Orinaku will then take up to a maximum of 7 business days, starting upon the physical arrival of the product, to evaluate the requested warranty issue. If the warranty is justified, Orinaku BV will then send the product back to the manufacturer or supplier for repair at its own expense. Orinaku BV cannot influence or control the time it takes for the manufacturer or supplier to repair the warranted product. However, if the manufacturer or supplier does not repair or replace the product within 60 business days of receiving the product from Orinaku BV, then Orinaku BV will replace the product for the customer itself. If the manufacturer or supplier sends the repaired/replaced product back to Orinaku BV, then Orinaku BV will immediately send the product to the customer. It is possible, however, that the manufacturer or supplier will send the repaired/replaced product directly to the customer, depending on the service terms of the manufacturer/supplier.

5.4 Refunds

If a repair or replacement is not feasible, we will replace the product first. If the product is not able to be replaced then a refund will be invoked. Refunds will be processed within 14 days after determining that a refund is appropriate and needed. Refunds will be issued using the same method as the original payment, unless otherwise agreed.

6.1 Right of Withdrawal

Consumers have the right to withdraw from the purchase contract within 14 days without giving any reason. The withdrawal period expires 14 days from the day the consumer receives the goods.To exercise the right of withdrawal, you must inform us of your decision to withdraw from the contract by a clear statement (e.g., a letter sent by email). For more information please visit the right of withdrawal page of Orinaku.

6.2 Effects of Withdrawal

If you withdraw from this order, we shall reimburse to you all payments received from you, including the costs of delivery (except for the import costs for orders outside of the EU or supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). Reimbursement will be made without undue delay and not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We do withhold reimbursement until we have received the goods back.

Orders that fall within the 14-day right of withdrawal period will not incur a restocking fee according to our restock fee policy. Orders canceled outside the 14-day period, and therefore no longer covered by the right of withdrawal, will incur a restocking fee. For more information, please refer to the terms on our restock fee page.

7.1 General Limitation

Orinaku BV’s liability is limited to the purchase price of the product. We are not liable for any indirect, incidental, or consequential damages arising from the use or inability to use or send the product.

7.2 Force Majeure

Orinaku BV is not liable for any failure or delay in performance due to circumstances beyond our reasonable control, including but not limited to acts of God, war, terrorism, strikes, theft, fraud, and natural disasters.