FAQ (Frequently Asked Questions)

  1. Please register your device on our website at https://triplex-service.de/en/order/ (“Repair Order” menu item).
  2. After registering you will receive an email from our system with a reference number.
  3. Please check the address and device details on the confirmation email. The delivery address cannot be changed once the repair has been completed.
  4. Send the device to us securely packed and stick the barcode on the outside of the parcel.
  5. Once we have received the device from the parcel or courier service, we will confirm receipt. This may take up to 5 days due to the volume of orders.
  6. For paid orders, you will receive an estimate prior to repair. We ask that you respond to estimates within 10 days.
  7. For warranty orders, a copy of the purchase invoice is required. It is best to upload this as soon as you register.
  8. You will receive regular email updates on the progress of your repair.
  9. In the event of any uncertainty or questions on our part, you will receive an email or a phone call.
  10. Replaced spare parts (old parts) will be properly disposed of by TRIPLEX.
  11. After completion of the order you will receive an invoice. We request payment in advance. Alternatively, we offer direct debit with each prepayment invoice.
  12. Once payment has been received, the product or part will be shipped to you or made available for collection.
  13. Tracking information can be obained from our partner DHL.

For paid repairs, we first check the product for the specified defect. We will then send
you a cost estimate by e-mail. Please reply to this e-mail without changing the subject and let us know your
decision.

You have three options:

  1. Carry out the repair under the specified conditions
    You only pay the amount you have
    been informed of (the estimate is free of charge here).
  2. Do not carry out the repair and return the device
    You are charged a flat rate of 37
    € plus transport costs. Within Germany these amount to 6 € up to 10 kg and 12 € up to
    30 kg.
  3. Do not carry out repairs and dispose of or recycle the device properly and free of
    charge