Guidelines for shipping devices from non-EU countries for repair

All shipments from non-EU countries undergo customs clearance upon import into Germany. To ensure the process is as smooth and fast as possible, we ask that you observe a few points when shipping.

Value of Goods

Importing goods incurs import taxes and customs duties, which are billed to us - HENSEL-VISIT GmbH & Co. KG i.I. The amount depends on the type of goods and their value. The following general rules apply: For Business-to-Consumer (B2C) goods valued up to €150, an import fee of €3 applies. For Business-to-Business (B2B) goods, standard customs duty rates apply.

Please note that even defective or non-functional devices have a residual value; customs authorities do not recognize a status of "worthless." However, experience has shown that approximately 5% of the original value is generally accepted as the residual value for defective devices.

Note: Should any customs duties arise upon import that we are required to pay, we will subsequently invoice you for these costs.

Preparing the Shipment

The following documents must be enclosed with the shipment for customs clearance:

1) Delivery note: This must list all items you are sending in for repair, including descriptions, item numbers, and serial numbers wherever possible.

2) Pro forma invoice: This must list each item with its current value and show a total sum in your local currency. Please mark the invoice with the note "value for customs purpose only".

3) Customs declaration form: You can obtain this form from your carrier. Fill it out with details of the item and the customs tariff number (for flash units: 9006 6100). Please declare your package as "commercial goods" rather than a "gift," as the latter category is intended only for non-commercial shipments between private individuals and is not accepted by customs authorities for goods sent for repair.

Finally, place all documents in a clear document pouch and affix it to the top or side of the package.

What happens if the information is incorrect?

If errors are found in the customs documents - or if information is missing or incorrect - during customs processing at the logistics centers, your shipment will be held by customs and cannot be delivered directly. HENSEL-VISIT GmbH & Co. KG i. I. will be notified and asked to clarify the situation or arrange for subsequent customs clearance. Please note that this entails significantly higher costs (at least €50), as missing documents must be obtained and a visit to the customs office is required to collect the shipment. Alternatively, customs may return the package to the sender. Please understand that we will pass on to you any costs incurred due to this additional effort.