Send your device in for repair

Step 1: Source of the fault

• Repairs under warranty and their return to you are free of charge.
• Your device is covered by the warranty if you purchased it within the last 2 years (2-year manufacturer’s warranty).
• Repairs not covered by the warranty are subject to a charge and will be carried out promptly and affordably by our repair service. In most cases, it is worth having the device repaired.
• Shipping costs for repairs not covered by the warranty are to be borne by the customer.
• Devices showing signs of customer tampering (motor and other parts unscrewed, self-soldered, etc.) are excluded from the warranty and repairs will be charged.

Step 2: Dismantle, clean

Remove all relevant equipment and clean it if necessary.
Please also, if possible:

• DBlow out the inside of the device (compressed air)
• Removing mites and other tiny creatures
• Mites often hide in the watch’s cable glands! So please unscrew them and blow them out.
• Wipe the outside of the housing with a slightly damp cloth if there is dirt or similar residue present.
• Please ensure you remove the fixing screws from the device/housing that secure it to the wall. These pose a significant risk of injury and may also damage the shipping packaging. Unfortunately, we cannot repair appliances that turn out to be a breeding ground for dust mites or a repository for pesticides. We will return these to you. 
• If we are able to carry out acceptable cleaning and then repair the item, we will have to charge you for the cost of the cleaning, even in the case of a warranty repair.

Step 3: What to send in?

If possible and if available, please send:

• the faulty device (electronic Doorkeeper, timer)
• Any accessories supplied with the Doorkeeper system (timer, external light sensor)
• Power supply (pre-installed battery holder + batteries, accompanying mains adaptor!)

We do not require!:

• Sliders / flaps / doors – these do not usually break. However, faults may occur in the appliance if it is not assembled correctly. Please read through the guide again or look at the assembly examples.
• Housing mounting screws: please ensure under no circumstances that the pointed mounting screws are left in the housing. Risk of injury to you and to us!

Step 4: Packing and dispatch

Pack the devices and accessories, ensuring everything is protected with some padding.

Please include the following:

• Copy of the invoice, if available
• Address and contact details (telephone, email) for enquiries
• brief description of the fault

Please send the goods to:
AXT- Electronic GmbH & Co.KG
- Repairs -
Wartburgstraße 10
99817 Eisenach

Shipments from Switzerland: 

• Please contact us in advance to discuss the returns process with us. There are a few customs-related points to bear in mind.

Step 1: General

You may return the devices within the 14-day withdrawal period without giving any reason.

Please note the following:

• The devices must not have been used.

• If there are signs of use on, on or inside the device, the right of withdrawal is valid within 14 days subject to certain conditions.

• We reserve the right to deduct an appropriate amount from the refund in the event of signs of use on, on or inside the device.

• If any features are unclear, if you are having difficulty getting the device to work as intended, or if you have any questions regarding the scope of delivery etc., please contact us before returning the item. This saves both parties unnecessary delivery costs.

• Please familiarise yourself with the available features before making a purchase and contact us in advance if you have any queries.

• You can find more detailed information under Right of Withdrawal.

Step 2: Dispatch

Please use the original packaging for the return where possible. This is the best fit for the items.

Please send the goods to:
AXT-electronic GmbH & Co.KG
- Returns -
Wartburgstraße 10
99817 Eisenach

You have the right to cancel your order without giving a reason. However, we would appreciate it if you could briefly explain why you are returning the goods. This constructive feedback helps us to further improve our service. Thank you very much.