FAQ
Our products are subject to a stringent and regular quality control, because it is important to us to keep our service promise which we have made to you as our customer.
Have you, contrary to expectations, detected a problem with your product or even a defect? No problem! Whether it is the replacement of your defective device or the fastest possible repair– we will find a solution that is best for you.
General information
We are happy to share with you the knowledge we have acquired over the years! As a trading company, we are glad to advise you on a product and show you alternatives. The IT infrastructure, however, is individual and unique in every company. Therefore, please understand that all consultations are without guarantee.
Since we always want to provide you with the best possible option and the most cost-effective offer, it may take some time to determine the price. Nevertheless, your personal contact will get in touch with you as soon as possible. Usually you will receive a suitable offer from us within 24 hours.
The processing time until shipment for products from stock is usually between 1 - 2 working days within Germany. In exceptional cases, the processing of large projects can take up to 40 working days. You can find more detailed information about shipping here.
After we have handed over your package to the shipping service provider, you will automatically receive your invoice and a tracking number by mail. If you have any questions, please contact our service team or your personal sales representative.
Our service team is not available on weekends. Our service hours are Monday to Friday from 9 am to 5 pm. Nevertheless, you can contact us by writing in on the weekend via the channels known to you. As soon as the office is occupied, your request will be processed.
This depends on the market situation. If a product is not available, our sales team will be happy to advise you about appropriate alternatives.
The availability of our products is regularly checked by our sales team. Therefore, it is usually possible to offer you a higher quantity than available in the store. Please contact your sales representative or the service.
We are specialized in realizing large projects. Here, our experienced sales team will support you. Please contact your sales representative for further information or simply use our contact form.
A customer-oriented approach is our priority. Thus, every corporate customer receives their own personal contact person, who will assist you in word and deed with all queries. By means of the assignment of an own personal contact person it is possible for us to guarantee exceptionally extensive support.
We have a comprehensive product portfolio, which we are constantly adapting and expanding. If a product is not yet listed online, please contact your personal sales representative or use our chat. There you will receive further information about your desired product.
Yes, it-market offers CleverCare service and maintenance contracts. You can choose between different service and maintenance contracts, tailored to your needs. If you are interested, please contact your responsible sales representative for an individual arrangement or feel free to submit an inquiry via our contact form. You can find more information about our service and maintenance contracts here.
Used and refurbished hardware
All devices are tested and logged by our certified technicians. In addition to a detailed cleaning, defective components are also replaced, data deleted and functional tests carried out in the refurbishment process. For a new look of the device and to correct optical defects, we use our in-house paint shop.
Since we particularly trade refurbished and used hardware, we are usually able to offer hardware that has already been discontinued by the manufacturer (End of Sale - EoS or End of Life - EoL) in our online store including warranty.
This is generally possible. For this purpose, we ask you to list the items and photos in order to better assess the condition of the device or devices. Send this information to your personal sales representative or contact the service team. We will then review your request and usually get back to you with a quote. The review may take up to one week.
Warranty
You as business customer receive from us as warrantor a warranty on all items purchased from us according to the provisions in our warranty terms and conditions. The standard warranty covers three years on all new and refurbished items purchased at it-market, unless otherwise agreed. Your legal rights are not limited by this.
For all refurbished products purchased on it-market, the warranty period is 3 years.
Yes. You can purchase a contractual warranty extension from us. For an individual warranty extension, please contact your personal contact person or simply use our contact form.
The product we delivered has a malfunction but your statutory rights to claim for defects as well as your contractual warranty have already expired? Then please contact our service department via the complaint form.
After consulting with our service team and receiving the appropriate return authorization, you can return the products that have malfunctioned within 14 days to the following address:
- RMA-KD#/26 -
Am Springbrunnen 2
39179 Barleben
Germany
Complaint and return
For a product complaint, please use the complaint form, contact the responsible sales representative or contact our service team.
Please describe the corresponding product defects in detail in our complaint form. Please always add your invoice and serial number to the message. To speed up the processing of your complaint, please enclose the required evidence with your request.
For a fast, smooth and efficient processing of your complaint, our service department is at your disposal. Simply use our complaint form for your inquiry. Our service team will then contact you as soon as possible and take care of your request. Your request will be provided with a unique complaint number. To check the current processing status or for any queries, please always include your complaint number.
It should be noted that after the complaint report, the further procedure is individual and depends on the wishes of the customer.
Possible/incurred repair costs (incl. material and shipping costs) will be borne by us in case of justified complaint reports.
Private customers (consumers) have a right of withdrawal of 14 days after receipt of the product. Within this period, the consumer may revoke the purchase without giving reasons. There is no right of withdrawal for companies.
If you acted as a merchant within the meaning of § 1 HGB (German Commercial Code) at the time of conclusion of the contract, the goods must be inspected for any defects upon delivery. If defects come to light in the process, you must notify us immediately. Also, you must notify us immediately when discovering any non-visible defects that were already present at the time of delivery. Otherwise, the goods shall be deemed approved by you.
A request for return in this context is called a complaint. Please specify a reason when making a complaint.
| Defect | Note | Required proof |
| Defective on arrival | Device does not start | |
| Defective components | Individual parts defect (e.g. a port) | Test report, picture |
| Visual defects | Dents, Scratches | Picture |
| Condition | Condition deviates from the order | Picture |
| Missing accessories | Missing accessories e.g. cable | |
| Wrong device delivered | Incorrect delivery (product) | |
| Incomplete delivery | Incorrect delivery (product) |
|
| Oversupplied | Incorrect delivery (product) |
|
| Defect after usage | Defect after usage by customer | |
| Return as a gesture of goodwill | Request of return as a gesture of goodwill (for business customer and after expiry of the warranty) | |
| Damage in transit | Must be reported to the delivery service after receipt of package. Damages in transit are covered by insurance but with a burden of proof.. | Pictures of packaging, pictures of defect, packaging must be kept until process is completely clarified |
| Delay in delivery | ||
| Cancellation of private purchase | Completed sample cancellation form |
Please return the defective goods to us after consulting with our service team and receiving the appropriate return authorization or authorization to file a claim.
When doing so, please observe the following instructions:
- Please always ship the item in a suitable outer packaging, ideally in the original packaging;
- Pack the equipment securely and as space-saving as possible;
- Also send us all accessories, unless otherwise agreed;
- Please enclose the return form, which you have received in advance from our service team, with the shipment.
Please send the goods to the following address:
- RMA-KD#/26 -
Am Springbrunnen 2
39179 Barleben Germany
In the event of a return within the scope of the statutory right of revocation, the customer must pay for the direct costs incurred during the return shipment. In the event of a justified complaint within the scope of statutory liability for defects or within the scope of our contractual warranty, no costs shall be incurred by the customer. The buyer shall be charged exclusively in accordance with the applicable General Terms and Conditions.
If you have any questions about your current complaint, please contact your personal sales representative or the service department. Please also have your complaint number ready.
If you have received a return label from us, you will find the tracking number of the shipping service provider on this label. You can use this to check your status. If the check is not possible, please contact your personal sales representative or the service department.
Complications with the delivery
Unfortunately, after delivery it is no longer possible for us to trace what caused the damage. Also, despite the best packaging methods, it is not always possible to withstand the adversities of transport. We apologize for the inconvenience.
Please contact your local sales representative or fill out a complaint form if the or fill out a complaint form, if the goods or a component of the item have arrived damaged. Our service department will then contact you. Please attach a photo of the damaged product to the contact form.
If the packaging already shows damage when the package is handed over by the shipping service provider, we advise you not to accept the package. If you still want to accept the package, we advise you to get a receipt for the damage. Then send us a photo of the damaged package.
We regret the inconvenience and will take care of your request as quickly as possible. Even with us, not everything always runs smoothly. If you receive an incorrect product, please contact your sales representative, support by phone or our service team via the contact form. We will try to find an appropriate solution as quickly as possible.
Please also note that when purchasing a refurbished product, extended accessories are not included. For more information, please see our terms and conditions and customer information.
Payments and credits
it-market.com offers you a wide range of different payment options. You can pay by:
- PayPal
- Invoice
- Credit Card
- Prepayment by bank transfer
You can find detailed information in our payment information. If you have any questions or problems, please contact our service team.
You want to make sure that we have received your payment? For this purpose, please contact your personal sales representative.
Our General Terms and Conditions apply to payments made in advance.
For payments in Euro please use the following bank details:
Bank: Deutsche Bank
IBAN: DE90 8107 0024 0660 0050 00
Swift-BIC: DEUTDEDBMAG
For payments in USD please use the following bank details:
Bankname: Deutsche Bank
IBAN: DE63 8107 0024 0660 0050 01
Swift-BIC: DEUTDEDBMAG
In case of a completed claim verified in your favor, you will receive your money back. The payment will be transferred back to your account according to the payment method you used for the order.
Information on an outstanding refund can be obtained from our service team or your personal sales representative.
What I want to ask...
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