How do I make a request for support?

How do I make a request for support?

It is imperative for all requests to create a ticket


The fields are adapted according to the type of request, which allows us to obtain all the information necessary for the rapid processing of your complaint.
 
Upon receipt of the form, you will receive an email confirming that your complaint has been dealt with, with a ticket number and private access to its follow-up.

From the first ticket, you will receive an invitation to connect to your dedicated space where you can consult your current or closed files. 

My defective product is out of warranty

A "diagnostic package" will be systematically invoiced (39€ HT)

o If the product is repairable, Holtex will draw up a repair estimate.

o If the product is not repairable, Holtex will offer a quote for a new equivalent product.

o The product will, at the client's request, be returned as is or scrapped.

Shipping costs are at the expense of the dealer.

 

My defective product is under warranty

The shipping costs for the return of the product, the labour and the spare parts will be paid by Holtex in Metropolitan France.

o If after expertise, the product does not present any dysfunction or that the breakdown does not fall within the framework of the guarantee (fall, bad use...), a "diagnosis package" will be invoiced 39€ HT. The product will be returned as is

o If the product proves to be defective, Holtex may be required to make a repair, an exchange or a credit note. The retailer is therefore liable if he makes an exchange to his customer before Holtex's validation.

 

Delivery error

In the event of a delivery that does not conform to the order, the complaint must be received within 5 working days of receipt. After this period, the complaint will no longer be taken into account.

Holtex will pay the return postage costs.

Enclose the Holtex delivery note and your order form.