Exchanges, Returns, & Warranty
Would you like to return a product, is something defective, or did you receive the wrong product? Select the option that applies to you below.
Returns within 30 days
Did you order a product but decide you don’t want to keep it after all? In that case, you can exercise your legal right of withdrawal.
For products purchased through our online store:
- Report Your Return Please report your return within 30 days of receipt using the form below.
- Return the product Please return the product to us within 14 days of submitting your return request.
- Get Your Money Back Once we receive your return and inspect the product, we will refund the purchase price within 10 days using the same payment method.
Important: You may test the product just as you would in a store. Please return the product in its original packaging, complete and undamaged.
You are responsible for the return shipping costs. If the item is damaged due to continued use, we may charge you for the resulting loss in value.
Log in using the button below and start your return process.
Your email with the order confirmation from R-Go Tools contains an MS-EU- code. Please enter only the digits that follow this code below.
For products from another supplier:
Did you order your product from another supplier? If so, please contact that supplier to return your product. If you’re having trouble or have questions about this, please fill out this form and we’ll get back to you as soon as possible.
For partners:
Are you a partner? Please check in via our partner portal.
If you don’t have login credentials yet, please contact your account manager.
Is the product defective? Request a warranty claim
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- Statutory Warranty You have the right to a quality product. This means that, under normal use, the product must perform as you would reasonably expect it to.
- Manufacturer’s Warranty R-Go Tools also offers a manufacturer’s warranty of up to 2 years against defects in workmanship and materials.
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- The keys do not respond properly during normal use.
- A mouse has stopped working, even though there is no visible damage.
- A cable or connection is not working properly.
- The product fails during normal use.
- Damage caused by drops, impacts, moisture, or water.
- Normal wear and tear.
- Improper use.
- Damage caused by repairs or modifications performed by the owner.
- Use outside the scope of the product specifications.
- Report your defect. Fill out the form by clicking the orange button.
- Send the product for evaluation. After you receive our response, you can send the product to us for inspection. You are responsible for the shipping costs to us initially.
- We inspect the product. We will determine whether the product is defective and whether the defect is covered by the warranty.
- If the product is defective and covered by the warranty. In that case, you will receive a replacement product free of charge.
- If the product turns out not to be defective or is not covered by the warranty, we will return it to you. In that case, you are responsible for the shipping costs.
Please note: Do not send a product until you have contacted us. This will allow us to review your request more quickly.
Was the item delivered incorrectly or damaged?
Did you receive the wrong product, or did it arrive damaged? Please contact us immediately. We’ll resolve this as quickly as possible.
Frequently Asked Questions
Can I try out the product?
Yes. You can test the product just as you would in a physical store.
How soon will I get my money back?
Once we receive your return, we will refund the purchase price within 14 days.
Do I have to pay return shipping costs?
If you exercise your right of withdrawal, you are responsible for the return shipping costs. For warranty claims, we will first assess whether the product is defective and covered by the warranty.
What happens if my product turns out not to be defective?
You can either pick up the product yourself or pay the shipping costs to have it sent to you again.
Contact
Do you have questions about returns or the warranty? Please contact us.
Email: support@r-go-tools.com
Contact site: /contact/