Repair and warranty

Your service in case of warranty claims

Dear Yakumo client,

If you suspect your device is defective, please study the FAQs at first. There you will find lots of useful information concerning your product which will possibly help you to find the error.

Service & support

If your device has a defect please call the hotline as shown on the registration card that has been enclosed with the product. The hotline generally operates from Monday to Friday, 9am to 5.30 pm. Click here for the hotline number.

Alternatively you can send us an email: info@yakumo.com

Please always have ready:

  • Sales receipt/date of purchase
  • Yakumo product number or EAN Code (you can find this directly on the device or packaging)
  • Product name (especially necessary with bundled products)
  • Serial no.
  • Accurate error description

The hotline will at first try to localize and fix the error with you. If this is not possible, then the following services will be offered to you:

For products with On-Site Service, the error will be registered and a service technician will be sent out. Our service technicians will contact you within the stipulated time in order to meet with you and the device will be repaired on site as soon as possible.

For all other devices that are still covered by the two year warranty, you can obtain a Return Material Authorization number (RMA number) from our hotline that is required for further processing, as well as information for further procedures. The service is only available if your Yakumo product has been purchased from an authorized dealer. Pack the defective device preferably in its original packaging, along with all the accessories, and mark the RMA number clearly on the package. Please note: Non-prepaid packages or shipments sent without an RMA number will not be accepted. The sender will be liable for any damages due to inadequate packaging.

The device will be repaired or replaced in our service repair shop as the case may be and will be returned to you as soon as possible. For products that are sent in without adequate defect description or a false reclamation (no detectable defect, operator error), Yakumo GmbH reserves the right to return the goods with a handling charge or invoice the costs for the error investigation/testing, currently being 49€ plus VAT. If the product is not under warranty, it is still possible to pay to have repairs effected should you so wish. In this case you can obtain a quote for orientation and processing from our service partner.

User handling of the device

Yakumo accepts no responsibility for the return of a product if it becomes apparent that

  • the product has not been operated appropriately
  • the stated damages
    1. do not exist,
    2. cannot be adequately repaired because the product had been damaged before it was sent to Yakumo or
    3. occurred through misuse, inappropriate installation, alterations to the device, through accidents or inappropriate handling before the device was sent to Yakumo.
  • the product was not bought in mint condition (despite the warranty being expressly authorized in the accompanying documentation)

Further warranty restrictions

The Yakumo warranty is void for products that arrive at Yakumo modified, damaged or not adequately packaged. All products are inspected by us upon their arrival. Yakumo accepts no responsibility for general, specific or consequential damages. This applies to storage media sent in, the loss of stored data the costs of retrieving lost data, lost profits, the costs for the installation of replacement products as well as every type of inspection, test or system changeover that may be necessary due to the defective product or by the repair or replacement of a product as a consequence of the defective product.

The acceptance of the item sent in does not imply any rights for legal claim on the warranty service or warranty. The purchaser/end user bears in each case the responsibility for the regular backup of all data on the device before handing it over to Yakumo, the transport carrier or the Service Center, independent of the defect description specified. Yakumo can not be held responsible in any way for loss of data.

Order Tracking

After you have send us your package, we will actively inform you of the status of your RMA as long as you have specified your email address. Alternatively, you can check the status of your RMA online here.