RMA - Returns For returning goods:
Your company must request the RMA form or download it directly:
Bitix - Download
You must correctly fill in the form, indicating the reason for the return and attach the purchase invoice.
Warranty
The products sold by Bitix in its online store and commercial spaces are covered by the legal warranty regime. Before purchasing a product, please consider the following points described on this page:
Bitix acts only as a distributor;
All products sold by Bitix are not manufactured by the company. At the time of sale, Bitix transfers to the customer the warranty of these products;
Some products have a warranty period longer than the one established by law (1 year). After one year, the warranty process must be handled directly between the customer and the manufacturer;
For laptops, each manufacturer may offer only 1 year of warranty. Please check with us before purchase to confirm the warranty period of the accessories of the equipment you are looking for;
For refurbished products, the warranty is 1 year, except for consumables such as batteries and chargers, which have a warranty period of 8 days.
Refurbished equipment batteries are tested before sale and considered functional if they provide 20-30 minutes of autonomy.
If you have difficulties installing or using a product, first ensure you are following all instructions provided in the Manufacturer's Manuals, particularly regarding the installation and use of the appropriate software. If the problem persists, contact the manufacturer directly or our technical department.
In RMA cases, Bitix commits to doing its best to have your product replaced as quickly as possible. However, the customer must understand that the process does not depend exclusively on Bitix. All products received at our facilities for RMA are tested and shipped as quickly as possible. From there, the process is the responsibility of manufacturers and suppliers.
For discontinued products, the replacement may be made with an equivalent or superior product, but this replacement is the exclusive responsibility of the supplier/manufacturer. A credit note may also be issued for future purchases in our store.
RMA requests are made in the client's reserved area. Failure to follow the procedures described in this section will result in the return of the product with shipping costs charged to the customer.
Please note that any modification to the original product INVALIDATES THE WARRANTY. For example: removal of serial number labels or other warranty-related labels, modifications made by VMODS, incorrect installation of heatsinks on graphics cards and memory, processors or motherboards with broken/bent pins, incomplete products, etc. In all these cases the RMA will be REJECTED.
Regardless of whether the equipment is under warranty or not, whenever it is received for repair and no defect is found, or if it was caused by improper use, a fee may be charged to cover logistical costs.
Bitix is not responsible for any partial or total loss of data, programs or software installed on products delivered for repair.
The deadline to collect repaired equipment is 30 days after the document registration. Otherwise, the material will be considered abandoned under article 1267/1a of the Civil Code, and Bitix will no longer be responsible for the integrity of the equipment. A penalty fee of €2.5 per day of delay will apply. After 3 years from the respective document, and in accordance with article 1299 of the Civil Code, the material will become property of Bitix. In case of debt, Grupo Great reserves the right to retain all materials at its facilities until the debt is fully settled.
The cost associated with returning the material is the Customer's responsibility.
If the return or claim is accepted, a Credit Note will be issued to the customer's account, which can only be deducted after receiving the duplicate of the document duly signed and stamped, in accordance with applicable legislation.
Bitix reserves the right not to accept returns or claims if the above conditions are not met.
Whenever you wish to make a return or claim, you must use the appropriate form, sending it in advance to the commercial department. If we receive material without the respective form, it will not be accepted.
If the return is not accepted and the customer wants the product back, the collection of the material is the customer's responsibility, with a deadline of 15 working days to do so.
The product must be previously analysed to benefit from the warranty, unless improper handling, incorrect packaging when returning the product, or signs of misuse (falls, humidity, etc.) are detected. The analysis will be carried out within a maximum period of 15 working days after receipt.
Accompanied by the respective invoice;
Without broken parts;
Showing a defect upon arrival to the customer;
With at least 30% of its capacity;
Products with manufacturing defects will only be considered under the following conditions:
Products with manufacturing defects will only be accepted up to 12 months after the invoice date;
Order Confirmation
It is the Customer's responsibility to check the delivered products, and no subsequent claims will be accepted. Upon receiving orders from the carrier, if you notice any anomaly, you must indicate on the delivery note “subject to verification” and report the situation within 24 hours of receipt so that it can be claimed. If this procedure is not carried out within the established period, the claim may be invalid. All materials not accepted under RMA have a deadline of 15 days to be collected or requested for collection. All material returned for RMA must be perfectly packaged; otherwise, it may not be accepted.
Damaged Goods
We are not responsible for damage caused by improper use of the product, and damage resulting from mishandling by the carrier is the exclusive responsibility of the carrier. In this case, the customer must inform our department by sending an email to geral@bitix.pt with attached photos of the damage so that the goods can be replaced at no additional cost. The customer must keep the goods for subsequent collection, and the carrier will be notified of the situation for compensation (the carrier will issue a report to certify that the damage was caused by them). Claims will only be accepted up to 5 days after the order is dispatched. After this period, neither Bitix nor the carrier will assume any responsibility or liability.
Pick & Return Warranty
This warranty is only valid for desktop computers assembled and configured by Bitix and marked as such on the website and in the purchase document.
This type of warranty is valid for two years from the date of purchase.
It includes the service of collecting the computer in case of malfunction and returning it to the customer's home after repair within a maximum period of 7 working days.
To activate or use this type of warranty, simply contact Bitix via email at geral@bitix.pt and provide the purchase document number.
During the repair, Bitix will not be responsible for any installed software and/or any data stored on the computer.
If the product is out of warranty (either due to the warranty period ending or possible signs of misuse by the customer), the customer agrees to pay the transport costs.
The warranty does not cover any malfunction or defect related to software.
Warranty - Service Provision / Repairs
The repair warranty is valid for 90 days from the date the service is completed, and it only covers the replaced parts (this limited warranty does not affect the legal rights established under national legislation). The repair warranty does not cover the following conditions:
- Physical damage (broken/damaged/corroded/warped equipment, etc.);
- Improper use, damage caused by falls, negligence, fire, water, electrical or atmospheric disturbances, etc.;
- Damage caused by transport carried out by the customer or third parties on their behalf;
- Use of non-compatible options or consumables with the equipment in question;
- Technical intervention by non-Bitix personnel during this period;
- If the previous repair was carried out at the customer’s request and responsibility.
Direct Warranty with the Manufacturer
Some brands offer direct warranty/support to the customer. In such cases, you may contact the brand directly to handle the warranty of the equipment.
Order Errors and Right of Withdrawal
All orders placed with Bitix come with a fifteen-day period for exchange or return, starting from the date of product receipt.
In cases where the return is due to customer error, the customer may request a refund of the purchase amount (excluding shipping costs), by sending the products to our warehouse. The customer must contact us first and may only send the goods after receiving our authorization, bearing the shipping costs.
The amount will be refunded using the same payment method once the goods are received and confirmed to be in perfect condition.
If the product is opened (used or unused), without its original packaging, and is fully functional, exchanges will not be accepted (if there are issues, the warranty conditions below will apply).
Warranty for Compatible Printing Consumables
All printing consumables sold by Bitix come with a two-year warranty from the date of order receipt. If the cartridge fails after installation in the printer or during its first uses, Bitix will replace the consumable, but only after the necessary checks have been made with the customer. A new consumable will be sent, but the defective item must be returned to Bitix (unless otherwise stated by Bitix).
If the fault occurs after continuous use of the consumable, manufacturers do not provide any warranty once 30% of the product has been used (as it is considered a wear item, in accordance with warranty laws).
Warranty for Original Consumables, Stationery Products, Printers and IT Accessories
All consumables and office products sold by Bitix come with a one-year warranty from the date of purchase. However, Bitix is only required to process the warranty and replace the product if the request is made within 15 days of the purchase date, provided that replacement is the appropriate solution. After this period, the warranty process must be handled directly with the manufacturer.