If a device does not work as expected

Sometimes a device doesn't work as intended or shows a defect. Don't worry – we can help!
Please follow this guide:

1) Quick check
- Check battery level and/or batteries.
- Review the user manual and troubleshooting guide.
If that doesn't help or there is an obvious deficiency, proceed to step 2.

2) Get in touch
- Via the contact form: https://www.psivienna.at/kontakt
or by email to info@psivienna.at
- Please provide your order number and describe the problem as precisely as possible – ideally with photos or a short video.
We will get back to you as soon as possible.

3) Settlement of the compensation payment
Should an exchange be necessary, please send the device only after prior consultation to:

Paranormal Equipment Store
Wolkersbergenstrasse 148
A-1130 Vienna

Important for returns:
- Ship in original packaging (if available) and with accessories, carefully padded.
- Please do not use excessive tape; do not stick anything directly to the original box.
- Only ship with tracking and provide the tracking number via email.

Cost arrangements:
- If there is indeed a defect, we will cover the shipping costs.
- If no defect is found, we will charge €15 for the return shipping; your initial shipping costs will not be refunded.

Internal process (transparent for you)
For documentation purposes, we will trigger a new system order in our shop (order confirmation + invoice for €0.00).
This is solely for the purpose of recording the warranty claim and does not yet establish any claim for a replacement before the submitted device has been examined.

Upon arrival, we will carefully inspect the device and decide whether a warranty claim exists.
Claim approved: Repair or 1:1 replacement. You will receive the tracking number by email.
- No error detected: We will inform you by email and discuss the next steps.

Optional: Video call assistance
In some cases, we offer a WhatsApp video call for quick clarification: +43 677 61771746.

Legal notice (Austria, VGG – as of 18.10.2024)
- Within the first year after handover, it is presumed that any defect that arises was already present at the time of handover (§ 11 VGG). During this period, the contractor must prove otherwise.
- After one year, the burden of proof lies with the consumer.
- The presumption does not apply if it contradicts the nature of the item/defect (e.g. wear and tear, mishandling).
- For goods with digital elements and continuous provision, the entrepreneur bears the burden of proof for contractual conformity during the provision period.

Source: Austrian Federal Economic Chamber (WKO) – “VGG: Deadlines and burden of proof for the purchase of goods from 2022 onwards” (https://www.wko.at/gewerberecht/vgg-fristen-beweislast-warenkauf-ab-2022)