This Warranty, Returns and RMA Policy establishes the terms under which Atouch Winwel Lda provides after-sales support for its products, including:
Warranty conditions;
Return procedures;
RMA processes (Return Merchandise Authorization / Repair Request).
It applies to products marketed by Atouch through its network of distributors, commercial partners or directly to end customers, except when otherwise stated or when specific contractual conditions apply.
Atouch complies with all applicable legislation regarding warranty of consumer goods and goods supplied within commercial relationships.
Whenever there is a final consumer, the legally required minimum warranty periods are respected.
In addition to the legal rights, Atouch Winwel offers:
5-year commercial warranty for Atouch and Atouch KNX products
3-year commercial warranty for Dona products
The warranty period starts on the invoice date.
Unless otherwise stated, the warranty covers manufacturing defects and is valid only for Atouch, Atouch KNX and Dona products correctly identified with model and serial number.
A valid proof of purchase (invoice, receipt-invoice or equivalent) is always required.
Warranty applies when:
The defect occurs within the defined warranty period;
The product was installed and used according to:
The technical manual/data sheet;
Applicable safety standards;
Atouch Winwel installation recommendations;
The product is sent for technical evaluation following the RMA process described in this Policy;
Identification labels are intact, legible and show no signs of manipulation.
If a defect covered by warranty is confirmed after technical analysis, Atouch Winwel will:
Repair the product;
Replace it with an identical or equivalent unit;
Provide an alternative solution previously agreed with the customer (e.g., credit note).
The warranty does not cover:
Damage caused by incorrect installation against Atouch Winwel instructions;
Damage resulting from connection to incompatible or non-approved equipment;
Use outside specified environmental and electrical conditions (temperature, humidity, voltage, etc.);
Natural wear of components subject to intensive use;
Damage caused by:
Falls, shocks or mechanical impact;
Liquid ingress or excessive humidity;
Electrical surges, lightning or grid failures;
Hardware or software modifications not approved by Atouch Winwel;
Alteration, removal or illegibility of the product identification label;
Any indirect or consequential damage (e.g., data loss).
If the defect is not covered by warranty, diagnostic, repair and transport costs may apply after communication and acceptance by the customer.
The warranty period starts on the invoice date.
Customers must retain the invoice, product serial numbers and installation records.
Lack of valid proof of purchase may result in denial of warranty or use of the manufacturing date to determine the warranty period.
Return requests must be made within 30 days from the invoice date.
Requests are only accepted in writing using the RMA form available on the Atouch Winwel website.
Customers without access to the online form may request the documents directly from our support team.
After 30 days, returned material may be subject to depreciation, determined by our technical/commercial team.
After submitting the RMA request, customers must wait for contact from the technical department before sending the equipment.
Following evaluation, acceptance or refusal of the return request will be confirmed.
To initiate an RMA request, the customer (distributor, installer or end user, depending on the support channel) must submit the online RMA form.
The form requires:
Personal information
Product information
Detailed description of the defect(s)
Atouch Winwel will validate the submitted information.
The customer must ship the equipment to Atouch Winwel’s address, clearly identifying the package with the RMA ID and including the invoice copy and proof of RMA opening whenever possible.
Unless otherwise agreed:
Shipping to Atouch is paid by the customer.
Shipping back to the customer is paid by Atouch if the case is accepted under warranty.
Upon receiving the equipment, Atouch Winwel registers it internally and opens the Repair Sheet (RMA).
The indicative diagnosis time is up to 10 business days, except in cases of higher complexity or part unavailability.
Defect covered by warranty:
Repair or replacement at no cost;
Return of the repaired/replaced product.
Defect not covered by warranty:
Atouch Winwel sends a repair quotation detailing:
Repair costs
Additional logistical costs
The customer may:
Accept the quotation and proceed with repair;
Refuse it — the equipment is returned unrepaired (handling/shipping fees may apply).
No fault found:
Equipment returned in the condition received;
Diagnostic fees and shipping costs may apply.
If the customer does not respond within 90 days after receiving the quotation or analysis result, Atouch Winwel may consider the equipment abandoned and dispose of it without compensation.
The customer must ensure proper packaging of the equipment.
Damage caused by poor packaging may void warranty coverage.
Unless otherwise specified:
Shipping to Atouch is paid by the customer;
Shipping from Atouch:
Paid by Atouch when warranty is accepted;
Paid by the customer when warranty is denied or quotation refused.
In the context of warranty, returns and RMA handling, Atouch Winwel collects and processes personal data exclusively for:
Identifying customers and processes;
Fulfilling legal and contractual obligations;
Improving after-sales support.
Processing follows Atouch Winwel’s Privacy Policy, available on the official website.
Atouch Winwel may update this Policy whenever necessary for legal, technical or operational reasons.
In case of conflict with specific agreements, contractual conditions prevail.
This Policy is governed by Portuguese law.
Unless otherwise required by law, disputes will be submitted to the courts of the district where Atouch Winwel is headquartered.