type or I am writing here because I have been waiting for a response to my support request (Ticket #938) for several days. I would like to share my experience with German customs and ask for an update on my refund.
Order: AG-MXBGY
Original Shipment (AWB): 5103323422
Replacement Shipment (AWB): 3103413165
Background:
The original shipment was rejected by German customs due to formal labeling deficiencies under the German Radio Equipment Act (FuAG) – specifically missing manufacturer/importer information and the missing enclosed Declaration of Conformity.
A replacement was sent (AWB 3103413165) with DDP shipping. Unfortunately, this second shipment was also rejected by the market surveillance authority (Landesdirektion Sachsen) and is being returned to AirGradient.
I have already contacted the support team on October 28th with the official customs documents and requested the full refund, as previously agreed with Altair. Unfortunately, I have not yet received a response or confirmation.
Could someone from the support team please confirm that my email was received and let me know when the refund will be processed?
Thank you very much for your help.Hi @Slawa, welcome to our community, and I’m deeply sorry that you have to post here to follow up with us.
I have checked and can confirm that we received your email. I will discuss this with our team, and we will get back to you as soon as possible.
Once again, we apologize for the delay. Thank you so much for your understanding.
Best,
Tai
Hi @Slawa,
The refund has been processed. Altair will get back to you soon by email with the refund proof.
Thank you. Please let us know if you have any issues or questions.