Returns / Warranty

1. General Information

APRO AG primarily sells set-top boxes, accessories and related products. We place great importance on ensuring that delivered products are complete, functional and correctly described.

Please check delivered goods as soon as possible after receipt for completeness, visible external damage and obvious deviations from the order.

2. Voluntary Returns for Standard Products

Customers may return unused, complete and undamaged standard products within 14 days of receipt after contacting us in advance.

The condition for a return is that the goods are:

• unused
• complete
• undamaged
• in the original packaging
• are returned including accessories, cables, manuals and all other items included in the delivery

The return period begins upon receipt of the goods.

3. Products Excluded from Returns

The following products in particular may be excluded from voluntary returns:

• opened or used products
• damaged products
• products with missing accessories or an incomplete delivery scope
• specially procured products
• individually configured products
• products provided specifically for a customer
• software, digital content, configuration files or downloads, if these have already been provided
• products that can no longer be sold as new goods for hygienic, technical or safety-related reasons

Whether a return is possible will be reviewed on a case-by-case basis after you contact us.

4. Return Process

If you would like to return a product, please contact us first by email or phone.

When contacting us, please provide the following information where possible:

• name and contact details
• order number or invoice number
• product concerned
• reason for the return
• information on whether the goods have been opened or used

After reviewing your request, we will inform you whether a return is possible and to which address the goods should be sent.

5. Return Shipping Costs

The costs of return shipping are generally borne by the customer, unless expressly agreed otherwise or an error by APRO AG has occurred.

Please package the goods carefully so that they are not damaged during return transport. We recommend using a shipping method with tracking for returns.

For unpaid or unannounced returns, we reserve the right to refuse acceptance or charge any additional costs incurred.

6. Inspection and Refund

After receiving the return shipment, we inspect the goods for completeness, condition and return eligibility.

If the return is accepted, we generally refund the corresponding purchase price using the same payment method used for the order, unless otherwise agreed.

Shipping costs are only refunded if this has been expressly agreed or if an error by APRO AG has occurred.

In the event of reduced value, damage, missing accessories or an incomplete return shipment, the refund may be appropriately reduced or refused.

7. Incorrect Delivery or Missing Items

If you have received an incorrect delivery or items are missing, please contact us as soon as possible after receiving the delivery.

Please send us the following information where possible:

• order number or invoice number
• description of the problem
• photos of the delivered goods and packaging, if helpful
• details of which items are missing or were delivered incorrectly

We will review the case and inform you about the next steps.

8. Transport Damage

Please check parcels upon receipt for visible external damage. If a parcel is damaged, please document the damage with photos where possible.

Keep damaged packaging, shipping labels and the affected goods until the case has been resolved. This makes it easier to review the case and, if applicable, handle it with the shipping provider.

Please report transport damage as soon as possible to: info@apro-ag.ch.

9. Warranty

The statutory warranty provisions apply unless they have been lawfully modified or excluded.

In a warranty case, APRO AG may, at its own discretion, replace defective goods, repair them, grant a price reduction or refund the purchase price.

Please contact us before returning goods so that we can review the case and coordinate the next steps with you.

10. Exclusions from Warranty

Excluded from warranty are, in particular, damage or problems caused by:

• improper use
• incorrect installation
• use other than intended
• unsuitable or faulty power supply
• interventions, repairs or modifications by third parties
• falsche Konfiguration
• unsuitable software or firmware
• compatibility issues with the customer’s own systems, networks, apps or third-party software
• external influences, moisture, drops, heat or other damage
• normal wear and tear

We only provide warranty for compatibility with third-party software, external IPTV systems, customer-owned networks, middleware, apps, network infrastructures or individual configurations if this has been expressly confirmed in writing.

11. Technical Products and Configurations

For set-top boxes, IPTV products and accessories, functionality may depend on the respective technical environment. This includes in particular the network, middleware, TMS, portal, firmware, provisioning, apps, streaming source and customer-side configuration.

General technical notes, wiki information or examples are provided for orientation and do not replace an individual project assessment.

Support, installation, provisioning or customer-specific configurations are only owed if they are expressly part of the order or a separate agreement.

12. Relation to the Terms and Conditions

Our General Terms and Conditionsalso apply. In the event of contradictions between these notes and the Terms and Conditions, the Terms and Conditions take precedence unless expressly agreed otherwise.

Further information about shipping can be found under Shipping Information.

13. Contact

If you have questions about returns, exchanges, warranty or return shipments, please feel free to contact us.