Money Back Guarantee

We offer a 9 days money back guarantee for all orders which were placed directly from our online store.
No reason has to be given to return the products.

The customer has to pay for all the costs including shipping, handling, customs fees when returning the product. Any return which gets lost or gets stuck in the customs is accepted as “non-received” and can not be refunded.

So we urge all customers who wants to return the units to pick a trackable shipping method.
 Due to the customs regulations in EU, any product which returns to us from NON-EU countries may be subject to import duties and additional tax when returned.

edelkrone is not responsible for these charges, and the customer initiating a return accepts to cover these charges. If the customer declines to cover these charges, the product may be confiscated by the customs and will be accepted as “non-received” by us and no refund shall be made.

You can return the item you received in the same condition as you received it with your own arrangements of delivery to:

edelkrone® Return Point,
Hocus Focus s.r.o.
Brezinova 451/21
Praha-8 Karlin 186 00
Prague / Czech Republic.

 
We can only issue a refund when the item arrives and its condition is confirmed by our technicians.



Limited Warranty

The validity of the Standard Limited warranty is 1 Year unless the Appropriate Protection Plan is purchased for the product.

edelkrone guarantees that it’s products will serve as it was demonstrated in its website at all times. If a product fails to function its purpose due to manufacturing errors, then the product is covered with edelkrone's Limited Warranty. Any repair or replacement is prepared and shipped free of charge to all Limited Warranty cases.

edelkrone's Limited Warranty does not cover the product for cosmetic defects that does not limit the product's functionality (such as: color coherence, indistinct patterns caused by CNC manufacturing methods, coating retouch details, scratches on the surfaces, surface pattern of the paddings, any sounds which may occur when making adjustments on the products, etc.).

Damage caused by improper use (false installation, misuse, accidents, personal modifications, exposure to abnormal conditions) is not covered by our Limited Warranty.

Also any 3rd party equipment is strictly excluded from this warranty. edelkrone has no liability for any 3rd party equipment which may receive a damage or gets lost because of a possible fail of our products. edelkrone's sole obligation is to offer repairs or replacements for only edelkrone products. 

Shipment


edelkrone does everything in its power to dispatch orders in the fastest possible way. However there may be delays as much as 10 working days over the mentioned shipment date. This may be especially true for the products which are not in stocks and yet still ordered.

Please place your orders taking this into consideration edelkrone has no responsibility for any disruption or delay in your productions which is related to the late shipments.
 Shipping fees does not include any customs related fees.

Default shipping fee does not include insurance. If you want to insure your shipment against any damage it may receive on the way, you can purchase the "Protection Plan" before checkout.

If there are products in your order that are out of stock, your order will be delayed until all of the products in your order are in stock. If you request us to split your order in to several shipments additional shipping fees may apply.

The delivery durations posted in our website are based on the information which DHL has supplied us. We have no control over or responsibility with the delivery durations for the packages.

The shipping insurance included orders are under the Protection Plan, however if the Protection Plan is not added, edelkrone is not responsible for any losses or damages of the shipment. In that case it is the customers responsibility to claim any rights from the shipping company.

Customs


Please make sure you are accustomed with your local customs regulations before ordering. When your products arrive, there will be customs clearance procedures and charges. We strongly suggest you to contact your local customs office to learn more about these charges and regulations.

A commercial invoice is always included in your shipment. edelkrone® is not responsible for providing any additional customs document other than the ones provided with your order.

Cancelling / Returning the orders


If your order is not yet shipped, you can contact us at info@edelkrone.com and ask for a cancellation. Your payment will be refunded in full including the shipping and handling charges.

If you want to cancel an already dispatched but not yet received order, you will be charged with the shipping and parcel return fees and your remaining balance will be refunded after we receive the units back.

If you want to return a received product in less than 9 days after receiving it, then such returns are accepted in our Money Back Guarantee procedure. 
Any return requests which is made more than 9 days after receiving the units is not possible unless Protection Plan is purchased for the product.

Repairs

All repair requests, no matter what category it falls into, goes through the same procedure to be solved.
To save time and serve in the quickest way possible, we do not call back the units for repair/maintenance purposes.
Instead we ask our customers to submit a video demonstrating the problem as clearly as possible.
This way we can diagnose the problem and ship the appropriate parts, tools and guides for a kit which the customer can apply themselves easily.

There are 3 categories that describe the fees of a repair.

Category 1: Cases accepted under Limited Warranty: Free Replacements, Free Shipping
To see if your case can be accepted under the Limited Warranty please read the Limited Warranty Policy Category 2: Cases accepted under Protection Plan: Free Replacements, Paid Shipping
To see if your case can be accepted under the Protection Plan please read the Protection Plan Policy Category 3: Cases accepted under none of the above: Paid Replacements, Paid Shipping
If your condition does not fall below any of the above 2 categories your repairs can be made with the fees described in this category.

edelkrone Protection Plan

The Protection Plan starts covering the product from the confirmation of the payment and covers all damages that may happen to the purchased product during the shipment as well. If the product gets lost in the shipment replacement can only be done if and when the satisfactory documentation is provided from the shipping company and other liable authorities. The necessary documentation is decided and final decision is made by edelkrone.

Any accident resulting in the total malfunctioning of the product caused by the user is under the coverage of the protection plan. At such a case the client has the right to claim for a replacement of the non-functioning part with a functioning one.
edelkrone has the right to ask the client to provide a visual proof of the condition of the part.

Edelkrone puts special effort on replacing the units with the brand new ones but Protection Plan does not necessarily guarantee this. The replacement units may be from refurbished units as well.

If a product is no longer available and can not be replaced edelkrone offers the best possible match to the product and in the cases where that is not possible too, edelkrone offers a store credit with the equal amount to the initial value of the product which is subject to replacement. Under any circumstances the refund of the product is not possible unless the 90 Days Money Back Guarantee period is still not finished.

Any cosmetic defects such as, color coherence, indistinct patterns caused by CNC manufacturing methods, coating retouch details, scratches on the surfaces, surface pattern of the paddings, any sounds which may occur when making adjustments on the products, wearing out, corrosion, degeneration of the products are excluded from the Protection Plan unless they cause the product to fully loose its functionality.

The free replacement of the complete unit or the damaged piece can be done free of charge only after edelkrone’s Technical Teams approval. To receive a different product as a replacement of the broken product is not possible.

Protection Plan strictly excludes the replacement of a lost or stolen unit(s) with the exception of the following items: ¼ inch screws, adjustment and tightening thumbscrews, allen keys, rod extension bridges and camera plate.

The replacement of any third party product is strictly excluded from the Protection Plan. Protection Plan has no coverage for any device (DSLR, camcorder, lighting, sound devices, wireless transmitters, etc.) that is not purchased from edelkrone directly.
Any shipping fee caused by the execution of the Protection Plan is excluded. Protection Plan guarantees to replace the non-functioning unit with a working version of it free of charge but any shipping or customs fee, which may occur, has to be paid by the customer.

The Standard Limited 1 Year Warranty extends to Limited Lifetime Warranty for the products that are covered under the Protection Plan. This extension is only limited to the duration of the standard warranty and does not affect the conditions of it that are clearly stated under the title of Limited Warranty.

Any product covered by the Protection Plan has an unconditional 90-day money back guarantee with the conditions stated under the title of money back guarantee policy.

Any discount code, which is provided with the Protection Plan, can be used for one time only and the newly purchased product with the discount code is not covered with the Protection Plan unless an extra Protection Plan is purchased for the new item. The discount code cannot be merged with other discount codes, discounts or special offers.

The Protection Plan excludes the products that are purchased by the Rental Houses. Protection Plan also excludes the products of the customers who rents out their equipment to 3rd persons and companies on a regular basis. Edelkrone has the right to ask questions and investigate when there is concern about the existence of such regular renting cases.
Edelkrone has the right to terminate the protection plan for those products where there is strong evidence showing the equipment is being rented out on a regular basis. Such termination creates no rights for the customer to ask for a refund of the payment made for the protection plan or any of the items which are purchased with the Protection Plan.

Any change in the content or the conditions of the Protection Plan which may occur, does not affect the content and the conditions of the Protection Plans which has been purchased on an earlier date.

The total coverage of the Protection plan can only be as much as the total sum of the purchased product. Every product can only be replaced for once.

A special document is provided with the products that are covered with the Protection Plan. The unique Protection Plan ID is stated in this document and the customer may be requested to submit this Protection Plan ID before any evaluation can be made by edelkrone.