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Terms and conditions

Intended use

The products made available though this shop are intended for research and
development in laboratory settings. The products should not be considered consumer goods, toys or hobby equipment.

Orders

Please note that you will not be able to modify orders once they are placed, so make sure you have have collected the correct items before checking out. Once an order is placed, it is normally fulfilled and shipped out within 2-3 business days. During holidays, handling time may be prolonged a few days.

Shipping

All goods ordered though this shop will be shipped from Sweden (see below). There are several shipping options available, both uninsured and insured. Once an order has been placed it's not possible to change the shipping options. Please note that we cannot be held responsible for damage, loss or stolen packages for uninsured shipments! Uninsured shipment options can only be used for orders below 100 USD.

    Please note that since some of our products include Li-Po batteries, orders containing these products needs special care. Due to this fact we can only offer to ship orders containing Li-Po batteries using FedEx.

    Shipping time

    Even though shipping usually works smoothly, please consider the estimated shipping times as a best case scenario. Sometimes packages are delayed in customs or by a carrier due to unexpected events and even if we try our best to get your order through as fast as possible the shipping time might be longer than the estimate.

    Keeping track of shipments

    The progress of shipments with a tracking number can be checked on the web, we send you a link to the tracking service when products are shipped. It is the responsibility of the customer to keep an eye on the shipping process to make sure the products are not stuck somewhere on the way, in customs for instance. Sometimes the customer has to provide more information to make the shipment move forward and if this takes too long the shipment may be returned to Bitcraze.

    Import and duty

    All goods ordered though this shop will be shipped from Sweden. You are
    responsible for any VAT, tariff, duty, taxes, handling fees, brokerage charges, customs clearance charges, etc. required by your country for importing the ordered goods. These are not included in the list price of the products or during the checkout.

    Returns

    We offer a 14 days return policy were the customer can return unopened, unassembled and unused products within 14 days of receiving the goods. Upon reception of the returned goods they must be packaged in the state of which they were received with all packaging and parts included. Failure to do so will result in a 25% restocking fee.

    If you would like to return your unopened, unassembled and unused product then please contact us at shop@bitcraze.io before shipping it to us. Please see the section bellow on how to ship the return.

    Warranty

    We offer a 2 year warranty for manufacturing defects. In the unlikely event that there's a malfunction of the product due to manufacturing problems we will replace it. Please note that we will only replace products that are unused! The only exception is when usage is required to identify the manufacturing defect. 

    Since our products are used for development/research and do not have outer casing they are vulnerable to ESD damage. We're not able to replace any products damaged by ESD or any other damage resulting from using the product.

    If you suspect a product you have received from a shipment is malfunctioning due to manufacturing problem please contact us at support@bitcraze.io before shipping it to us.

    Please see the section bellow on how to ship the return.

    Shipping of returns and warranties

    The customer is responsible for the goods until it arrives at our warehouse in Sweden, so use a reliable carrier. Always use an internationally tracable shipping service. 

    All costs, such as shipping, taxes, customs clearance charges etc. are to be paid by the customer. Shipping charges are not refundable.

    All incoming shipments must be labeled with a label supplied by Bitcraze, please contact us to get one. The label must be printed and glued to the package, do not ship anything without a label.

    Email the tracking number to shop@bitcraze.io when the package is shipped.

    Support philosophy

    We're reasonable people and we expect that you are too. We strive to keep our customers happy and it's in our best interest to try to solve customer issues in the best way possible. If you're having issues please contact us at support@bitcraze.io and we will do our best to help you.

    Accuracy of information

    We do our best to keep all the valid information in this shop up-to-date. But since we have complex products with changing feature set (due to their open-source nature) we cannot be held responsible for possible deviations due to old and outdated information.

    Privacy policy

    On this webpage we collect information used for analytics, shipping and contacting customers. Please note that we do not collect any credit card information, this is done by Shopify and Mondido (payment gateway for Visa and Mastercard). The information we collect includes (but is not limited to):

    • IP and information about web browser as well as host platform
    • Email and shipping address (this includes name)

    The collected information will not be sold, given or otherwise made available to any other than Bitcraze AB.