Frequently Asked Questions

We are unable to cancel or amend your order once it has been placed. If you would like to make a change, this would require placing a new order. In that case, you have two options:

• Refuse the delivery when the carrier arrives;
• Accept the delivery and then arrange a return.

For more information, please contact our customer service team.

Shipping address: for security reasons, we are unable to change your shipping address. Once your order has left our warehouse, you will receive an e-mail with your tracking information. You can then contact the relevant carrier and provide them with additional information for the delivery of your parcel.

Billing address: we are unable to change your billing address. Due to our fast processing times, we cannot amend any information on your order once it has been sent to the logistics centre.

If an item in your order is out of stock, you will not be charged for it. For orders paid by credit card, we do not take the funds until the order has been shipped. Should an item be missing, we would only charge the amount for the item or items actually shipped.

Once your order has left our warehouse, we will send you an e-mail with your tracking information. You will then be able to track the order until it arrives.

Please note that your tracking information will only be activated once your order has been handed over to the carrier.

When you place your order on our website, a confirmation page is displayed on screen with your order number.

We do not send an automatic acknowledgement by e-mail. Your order is reviewed internally by our teams (order review) before being shipped.

Your order number appears on your order confirmation e-mail as well as in your order history in your CIDELEC account.

If you cannot find your order in your order history, we may still be processing the validation of your order, or it may not have gone through. If you have any questions, please contact our customer service team, who will be happy to help.

We accept credit card payment on our website.

The product prices shown on our website include VAT. Please note that the VAT rate is set by the country to which you have your order shipped.

All prices include VAT, at the rate applicable when the order is placed. The VAT rate may vary according to the EEC intra-community rules. We are unable to change the VAT rate for B2B customers.

We take our customers’ security very seriously and are committed to ensuring the safety of their online purchases. To this end, our website uses PSD2, a new European directive on payment services designed to better protect citizens against fraud related to electronic payments. For more information, please contact our customer service team.

You will receive a copy of your order in the shipping confirmation e-mail for your order. If you cannot find your invoice, or if you need an older invoice, please contact our customer service team with your order number and we will be able to send you a copy by e-mail. Please note that we are unable to amend invoices.

For debit or credit card payments, the amount is held and only charged after the item has been shipped. For more information, please contact our customer service team.

The standard delivery time is 5 working days (Monday to Friday, excluding public holidays).

Please note that this timeframe is given as a guide only. CIDELEC cannot be held liable for any delay beyond our control, in particular in the event of force majeure or disruptions directly attributable to the carrier.

Beyond 5 working days of delay: Unless the delay is due to an error in your delivery information or to a case of force majeure, you are entitled to request the cancellation of your order. Any sums already paid will then be refunded to you in full.

For your orders shipped to mainland France, we offer two pricing benefits:

• Free delivery (carriage paid): Shipping is free for any order over 700 EUR excl. VAT.
• 5% trade discount: A 5% discount is automatically applied to your order if its total exceeds 1,000 EUR excl. VAT.

Once your order has been shipped, we will send you an e-mail with your tracking information. You will then be able to track the order until it arrives.

Please note that your tracking information will only be activated once your order has been handed over to the carrier.

If you miss your delivery, please contact the carrier directly for more information about redelivery.

If you receive an incorrect item, please contact our customer service team, who will be happy to help.

If you believe your parcel is lost, please contact our customer service team, who will be happy to help.

If you have decided to return an item, please contact our customer service team, who will guide you through the process.

To return further items from your order, please contact our customer service team, who will be happy to help.

You have 5 calendar days from the date you receive your parcel to submit a claim regarding a lack of conformity or a visible defect on your spare parts or consumables.

• Submit the request in writing: You must send your reservations in writing to our customer service team within this 5-day period, specifying the equipment concerned and the nature of the defect noted.
• Wait for our confirmation: No goods should be returned without prior agreement. Once your claim has been approved by our teams, you will receive written authorisation to proceed with the return of the equipment.

Important: After this 5-day period, or if this written procedure is not followed, no claim or return can be accepted.

In accordance with our general terms and conditions of sale, all costs related to the return of the equipment are borne exclusively by the Buyer. This includes in particular:

• Transport and shipping costs,
• Handling, repackaging and administrative processing costs.

Your responsibilities during transport: You are responsible for properly packaging the equipment for its return transport. If the equipment is damaged or broken during transport due to insufficient packaging, the repair costs will also be charged to you.

And what if the product is genuinely defective or non-compliant? Once the equipment has been received and the defect confirmed by our teams, CIDELEC will cover the restoration to conformity or the replacement of the equipment, as well as the cost of reshipping it to you as soon as possible.

Once your parcel has been received at our premises, we do our best to process the returned items and issue the refund within 14 working days.

If you need to return equipment to us for a fault or servicing, we follow a 6-step procedure:

1. Registration: You must first declare the purpose of your return in order to obtain a “return note”.
2. Reception: You send us the equipment together with this note.
3. Diagnosis: Our technical teams analyse the equipment received.
4. Repair: As soon as we receive your validated and accepted quote, we begin the repairs.
5. Delivery: Your repaired equipment undergoes a final order review before being shipped to you.

If our technical teams determine that the equipment is unfit for use and beyond repair, we automatically recycle it as Waste Electrical and Electronic Equipment (WEEE).

The standard turnaround time to return your equipment is 5 working days from the date we receive your signed and accepted after-sales service quote.

Details regarding delays: This timeframe is given as a guide only. CIDELEC cannot be held liable for a delay of less than 5 additional working days, nor in the event of force majeure or a setback attributable to the carrier. If the delay exceeds 5 working days (except in the event of force majeure or a factor attributable to your company), you are entitled to request the cancellation of the repair service.

Delivery address: The repaired equipment will automatically be returned to the address indicated on your original purchase order or on the quote you returned to us signed.

It is your responsibility to check the apparent condition of your equipment upon delivery. In the absence of any reservations, the equipment is deemed compliant and free of any visible defect.

If you notice a non-conformity or a problem:

• You have a maximum of 5 calendar days after delivery to submit your reservations in writing to our teams, describing the defect precisely. No claim is possible beyond this period.
• Return procedure: If your claim is accepted in writing by CIDELEC, you may return the equipment to us.
• Return costs: the costs related to the return (transport, handling, packaging, any customs fees) are entirely at your expense. However, CIDELEC will cover, at its exclusive expense, the restoration to conformity and the final reshipping of your equipment as soon as possible.

You will find the serial number on the device, either on the back for modules or near the connector for cords.