Return process

Return request

Need to return something at EMC? You can!
At EMC we aim to provide a smooth return experience that ensures your satisfaction and resolves any issues efficiently.

If your order is covered by warranty please log in to your account via My Account -> Returns and request a Return Material Authorisation (RMA). Our RMA team will review your request and confirm whether it falls under warranty.

If your package arrives damaged or appears to have been opened, please do the following on the same day of delivery (including weekends):

1. Take clear photos of both the outer packaging and the product.
2. Upload these photos directly in the RMA form.
3. Optionally, you may send videos via Whatsapp to help us better assess the issue.
   •    WhatsApp: +31 6 20202729
   •    Email: RMA@emcgsm.nl

Please note: While our team is only available Monday–Friday, 10:00–18:00, damage reports must still be submitted on the day of delivery to be accepted.

Note before returning

Point 1: Determine the correct return reason:

When submit an RMA, it’s important to select the correct reason. Each return reason has specific conditions:

• Defect: Covered under warranty. Submit via RMA request.
• Transport damage: Must be reported via Whatsapp or Email on the day of delivery with clear photos of the package and damaged items.
  If your package is delivered on a weekend, please still send your report by Whatsapp or Email on the same day. We’ll respond during working hours but the report must be timely.
• Ordered incorrectly by customer: Must be reported within 48 hours of receipt (during working hours) via Whatsapp or Email and shipped back within 5 business days. We have to charge you a 20% Service fee on the returned product.
• Delivered incorrectly (EMC): Must be reported within 24 hours of receipt (during working hours) via Whatsapp or Email. We will provide you with the return label through the same channel you used to contact us.

Important:

• RMA requests not matching one of the above reasons will not be accepted.
• Products must be returned in their original packaging. Do not write on, tape, or place stickers directly on the retail box.
• Defective items may be exempt from packaging conditions, but you must clearly describe the issue in your RMA request.
• Include all relevant details in the RMA form: condition, reason, photos, videos, and testing steps.

Point 2: Return Conditions 
All Quality Products (Except Service Pack and Original quality)

• All returned items must be  have a visible EMC warranty label (E-NL / E-HL / EMC).
• Products without a our label will not be processed.
• All returns must include clear photos and a video recorded during testing.

Service Pack and Original quality products (Service Pack = Display Products / Original = Spare Parts)

• Service Pack and Original products usually don’t have a warranty label (except for iPhone Service Packs).
• The warranty is only valid if the screen hasn’t been installed/glued.
• You must test the screen and record a video during testing.
• We only accept returns if you provide both video and photo proof.

Note:

• You are responsible for safe packaging. We strongly recommend registered shipping with Track & Trace to prevent loss or theft.
• Especially for Service Pack and Original products If the products passes testing but an issue appears after installation, please contact us via Whatsapp or email with a clear explanation and video showing the issue. We will assess the case individually.
  

How to apply for RMA?

Step 1: Start Your Return
Log in to your account and go to the returns section. Select your order and the product you want to return. Choose the appropriate reason from the list above.

Step 2: Shipping Instructions
Upon approval you will receive an email with the return address and packaging requirements. Use a strong protective box to avoid damage during transit.

Step 3: Send Your Return
Ship the product according to the provided instructions.

Step 4: Inspection
After we receive your return our RMA team will check the product within 3 business days to ensure it meets return conditions.

Step 5: Resolution
Depending on your choice we offer the following:

• Refund – Credited to your IBAN within 2 business days.
• Store Credit – Instantly credited to your account.
• Replacement – Sent with your next order, shipping costs will be saved.

Please verify your IBAN before submitting. We are not responsible for incorrect bank account details.

Step 6: Communication & Support
Track your RMA status via your dashboard. If additional information is needed we may contact you via our Whatsapp: +31 6 20202729 or email: RMA@emcgsm.nl. Please ensure our address RMA@emcgsm.nl is whitelisted and not in your spam folder.

We are here to help! If you have questions or do not agree with an RMA decision please contact our RMA team and we will work with you to find a solution.