FREQUENTLY ASKED QUESTIONS

My account and my data

  • What is my account information used for?

    Your details are collected to ensure that your order is processed successfully. Your e-mail address enables us to keep you informed at every stage, from order confirmation to delivery. We also use this address to send you any important information about your order.

    Your delivery address is essential so that we can ship your products to you as quickly as possible. We are committed to treating your personal information with the utmost confidentiality, in compliance with current legislation.

  • I can't remember my password. How can I access my account?

    If you've forgotten your password, click on the “Forgot your password?” link in the login form to reset it, then follow the instructions.

  • Why do I need to enter a VAT number?

    Providing your VAT number is crucial for several reasons. Firstly, the products and services offered by KEP Technologies are intended exclusively for professionals and businesses, and we cannot sell to private individuals. In addition, this number enables us to meet our legal obligations in terms of invoicing.

  • Can I provide a delivery address different from the billing address?

    Yes, in the payment form, simply uncheck the box “Use shipping address as billing address” and enter your billing information in the new form.

  • How can I check past orders?

    You can view the orders you have placed as a registered customer. To access your order history, you must first log in to your account via the login form. Your order history will then be displayed on your account page. You can click on an order number to access its details.
    Please note that orders you have placed as a guest are not stored on the site. Please contact us if you would like information about such an order.

Items

  • Can I trust the product descriptions and pictures?

    The texts accompanying the items have been written by our product experts with the aim of best describing their functions, uses, performance or limitations, and guiding you in your choice. Images associated with items, when available, are illustrative and are also intended to help you make the right choice. Should you still have any doubts, please do not hesitate to contact us.

    Texts and images are not part of the contractual agreement, and we cannot be held responsible for them. For further information, please refer to our general terms and conditions.

  • What should I do if I'm not sure which item I should order?

    We recommend that you first consult the instruction manual for your current equipment, or your order history, to make sure that the part number of the item you are considering is what you are looking for. If you still have any doubts, please do not hesitate to contact us.

  • I can't find the item I need. What should I do?

    The item you think is a spare part may be classified as a consumable, and vice versa. We recommend that you first search for the item in the various sections (consumables, spare parts, instruments or software). If you have an item number with you, the easiest way is to type it into the site's search bar. If you still can't find what you're looking for, don't hesitate to contact us. In fact, some items in stock but not frequently ordered are not offered on the online sales site.

  • What's the difference between consumables and spare parts?

    We consider consumables to be parts which cannot be reused after one or more uses, and which wear out, corrode or degrade over a series of measurements. Spare parts are considered to be items which deteriorate accidentally and which, in order to be replaced, require opening of the instrument structure. For some items, this distinction is not very easy, so don't hesitate to look for your product in both categories.

  • What does lead time mean in the item description?

    Lead time is the time required, in number of working days, to make the item in question available to our carrier. Delivery times are confirmed or adjusted in our order confirmation e-mail.

  • Why isn't the price of my item available, and its description prompts me to request a quote?

    Some items in the instruments category are complex, with numerous options and configurations to be chosen according to your needs and applications. The purchase of such instruments is not possible directly online, as it must first be analyzed by one of our specialists. This is essential to ensure that you are fully satisfied with the solution you purchase.

Installation and Maintenance

  • Why do you recommend installation?

    Some equipment in the “instruments” category is relatively simple to install and use, and can be offered without installation by our technicians. However, if installation is not carried out by KEP, we have no control over the product's operating environment, user qualifications or the implementation by users of good practices for using the instrument. So, without installation by us, we are unable to offer a warranty extension or maintenance contract. That's why, without forcing you, we encourage you to include installation by KEP in your purchase.

  • How are installation prices calculated?

    If you select installation, the price of the instrument will be automatically adjusted according to the time required to carry out the service on your site. The amount displayed in your cart will include this time. In addition, when calculating shipping costs, a travel fee will be added to the standard shipping costs to cover the travel costs of our technician to your site.

  • Why can't I select all the maintenance contract options for my instrument?

    To be eligible for a maintenance contract, you must select the option of installation by our services. Indeed, if installation is not carried out by KEP, we have no control over the product's operating environment, the qualification of users and their implementation of good practices for using the instrument.

  • What are maintenance contract options?

    Maintenance contracts are a service offering designed to help you keep your equipment in optimum working order for the duration of the contract (1 year). The different contract levels all include an annual on-site preventive maintenance visit, as well as various services and discounts on the purchase of spare parts over the period covered by the contract. Maintenance contract levels for Setaram brand instruments are detailed here.

  • What's the difference between a standard and standard plus maintenance contract?

    In Standard Plus maintenance contracts, the annual visit is accompanied by a recalibration of your instrument. These contracts also offer a greater discount on the sale price of spare parts and consumables. Maintenance contract levels for Setaram brand instruments are detailed here.

  • Can I buy a maintenance contract later?

    I'm not obliged to purchase a maintenance contract at the same time as my instrument. However, please note that the principle of continuity of service applies to our instruments. You should therefore order your maintenance contract no later than at the end of your instrument's warranty period. Otherwise, please refer to the next question.

  • Can I order a maintenance contract for my old instrument?

    As mentioned above, the principle of continuity of service applies to our instruments. So, if your equipment has not been covered by a warranty or maintenance contract for a given period, a specific maintenance visit by one of our technicians will be required first. Following this visit, the technician will determine whether or not your equipment is eligible for a maintenance contract. For a quotation for such a visit, please do not hesitate to contact us.

Warranty

  • Why can't I select all the warranty options for my instrument?

    To be eligible for an extended warranty you must select the option of installation by our services. Indeed, if installation is not carried out by KEP, we have no control over the product's operating environment, the qualification of users and their implementation of good practices for using the instrument.

  • Do you offer a warranty on your products?

    Yes, we guarantee that our products are free from manufacturing defects at the time of shipping, for a period of one year from that date. This guarantee applies on condition that the products have been correctly received, handled, stored and maintained in accordance with our recommendations. For further details, please refer to our general terms and conditions of sale.

    For certain items, this online store offers an extended warranty period.

  • What does the warranty cover?

    The warranty only covers operating problems or discrepancies with the specified performance. However, it does not apply if the products have been damaged as a result of mishandling or failure to follow assembly instructions. For further details, please refer to our general terms and conditions of sale.

Shipping,fees and taxes

  • How are shipping costs calculated?

    Shipping costs are calculated at the end of the purchasing process, after you have selected or entered a valid delivery address. These depend on the category of items in your order, the total amount of your order and the destination country of the items ordered.

    The amount indicated in the “delivery” line may be the sum of these transport costs, administrative costs applied to any order below the minimum order value in force, and any travel costs related to a service such as installation. This amount is exclusive of tax, but VAT on this amount is added to the VAT calculated for items on the “Estimated taxes” line.

  • What are the delivery times?

    The time to make the item in question available to our carrier is indicated at the end of each item description, under “lead time”, and is expressed in working days, as an indication. We do not systematically offer partial delivery. Therefore, the estimated overall lead time for your order will correspond to the longest lead time of the items ordered. Delivery times will be confirmed or adjusted in the order confirmation e-mail. For further details on delivery, please consult our general terms and conditions of sales.

  • VAT and customs duties

    Depending on the country of destination, value-added taxes and customs duties may apply and will be charged to you. VAT is calculated by the present online sales site after you have indicated your delivery address, and confirmed in our order confirmation e-mail. Customs charges depend on the country of destination and are the sole responsibility of the customer.

  • Can I return a product?

    You can return a product within 5 days of receipt. To be eligible for a return, the product must be unused and in its original condition, as you received it. You will be responsible for return shipping and packaging costs. For more details on returns, please consult our general terms and conditions of sales.