Frequently asked questions (FAQ's) about Logistics: ordering, payment, delivery and return

That depends on how the order was placed:

ORDER VIA YOUR HOUSE FITTER
In the case of orders via an installer, the delivery and payment terms of the relevant installer apply

DIRECT ORDERS
With direct orders the incoterms depend on the mutual agreement with you as a customer. We work with three types of incoterms:

1. EXW – Ex-Works
   These are orders that are picked up at our premises at Molenweer | Zwartveen. Risk transfers from seller to buyer: at the seller’s location when the goods are handed over at the door.
   1. Buyer assumes almost all costs and risk throughout the shipping process
   2. Seller’s only job is making sure the buyer can access the goods
   3. Once the buyer has access, it’s all down to them (including loading the goods)
      
      
2. DAP – Delivered At Place
   DAP is applied to deliveries outside the European Union. Risk transfers from seller to buyer: at the place of unloading.
   1. Seller covers the costs and risk of transporting goods to an agreed address
   2. Goods are classed as delivered when they’re at the address and ready to be unloaded
   3. Export and import responsibilities:
      
      1. Seller organises customs clearance
      2. Buyer sorts import clearance and any related duties
         
         
3. DDP – Delivered Duty Paid
   DDP is applied to deliveries within the European Union. Risk transfers from seller to buyer: when goods are ready for unloading at the agreed address.
   1. Seller takes almost all responsibility throughout the shipping process
   2. They cover all costs and risk of transporting goods to the agreed address
   3. Seller also makes sure goods are ready for unloading, fulfils export and import responsibilities and pays any duties

‘Incoterms’ is the short and snappy way of saying International Commercial Terms that spell out all the tasks, risks and costs involved during the transaction of goods from seller to buyer.

You will need an RMA number for returning goods for repair. You can apply for this number in 2 ways:

1. Option 1: by registering your repair via the website. You will receive a confirmation by e-mail with your RMA number.
   
   
2. Option 2: by contacting our helpdesk or service department by telephone. They will provide you with an RMA number which you must mention when sending the item. They can be reached from Monday to Friday from 8:30 am to 5:00 pm on telephone number +31 174 794025.

Our contact details

This depends on a number of things. Therefore, always contact the sales department if you want to exchange a product. They can be reached Monday to Friday from 8:30 am to 5:00 pm on telephone number +31 174 794020 or by Email at info@adesys.nl.

Our contact details

We are very sorry that your purchase turned out to be damaged or incomplete. Before returning the item, always contact our helpdesk or service department. They can send any missing parts or process your return correctly and quickly. The helpdesk can be reached Monday to Friday from 8:30 am to 5:00 pm at telephone number +31 174 794024 or by Email at helpdesk@adesys.nl.

Our contact details

Orders are processed manually, regardless of whether they are placed online, by telephone or by e-mail. Once an order has been processed, an order confirmation is sent by e-mail.

With Track & Trace you can follow your DPD parcel. Use the 14-digit parcel number or your reference number.

On average, we can say that standard products are delivered within 2 working days.

1. Within the Netherlands: orders up to € 250,- excluding VAT will be charged € 16,50 for shipping and handling.
2. Deliveries to other countries: the shipping costs for deliveries to other countries are calculated on an estimated basis.

That depends on how the order was placed:

1. Order via your (home) installer
   For orders placed via an installer, the delivery and payment terms and conditions of the installer in question apply.
   
   
2. Request for quotation via the webshop (click on the “Request quote” button)
   1. You are requesting a quotation as an installer
      The Sales department will prepare a quotation. Once approved, we will process the order and arrange for shipment. Payment is made by invoice.
   2. You request a quotation as an end customer
      We will contact you. Because we do not deliver directly to end customers, we will link your quotation request to an installer; the delivery and payment terms of the installer in question will then apply.

Because the correct installation and configuration of our diallers is essential for a safe and reliable alarm system, we advise end customers to order diallerss through our network of electrical installation companies and trading firms (our partners). Contact your home installer to ask if they are one of our partners.

If you do not have a home installer, we will be happy to put you in touch with a partner in your area.

Our contact details

End users with their own technical service can also choose to purchase products directly from us. You can place your order in three ways:

1. Via the webshop (preferred)
   Go to the webshop via "Quotation list" in the header or via "Request a quotation" on the product and/or accessory page. Payment is made by invoice.
   
   
2. By e-mail
   Send your order to: sales@adesys.nl
   
   
3. By telephone
   Contact our Sales department, available Monday to Friday from 8:30 a.m. to 5:00 p.m. on +31 174 794020.