Service, Calibration & Repair

We will contact you on how to proceed once we have read your problem report and analyzed the files you sent us.

Repairs usually take about 4 weeks including transit time.

Within Switzerland, devices can be sent by normal mail.

For all other countries, it is a bit more complicated due to customs formalities. You will find all necessary information on how to return devices from outside Switzerland below:

Shipping address:
naneos particle solutions gmbh
Alte Spinnerei 9
CH-5210 Windisch
Switzerland

Contact person for shipping: Roland MEIER
Contact person e-mail: purchlog@naneos.ch
Contact person phone: +41 56 560 20 70

naneos VAT no.: CHE-184.409.447

The large carriers can identify the recipient on the basis of a customer number. Our customer numbers are:

naneos FedEx customer no.: 146061290
naneos UPS customer no.: 0000632E7V

Proforma-Invoice declaration:
Since the shipment to us has to cross borders, a commercial invoice is needed for sending units back. This is not a real invoice, it is only for customs purposes. Carriers have tools on their websites to create such invoices. The information below will help you to fill in the necessary information in these forms.
If for any reason you need to create your own commercial invoice and are not using the carrier's designated forms, here is an example.

Product description: aerosol dosimeter, repair return shipment
Value of goods / residual value per piece: 200 CHF (Swiss Franc)
Product custom tariff no.: 9027.8900
Country of product origin: Switzerland
Incoterms: DAP Windisch
Special shipping instructions: repair return shipment

Please make sure that you attach one or multiple copies of the proforma invoice to the shipment according to your carrier's needs.

Note: Shipping costs for sending units to us go on your account, the shipment back to you will be organized by naneos. Shipments within Europe cost 100 CHF, shipments outside Europe 200 CHF.

• Can I handle repairs / shipping via my local distributor?
  
  If the distributor agrees, yes. However he might charge you for this service and the paperwork, the lead time is likely longer because someone else is also involved - but it would save you the paperwork. Ask for a quote.
  
  
• How do I avoid transport damage?
  
  If you ship the device in its peli case, transport damage is nearly impossible.
  
  
• Are there any additional costs/fees that arise when shipping?
  
  Switzerland has free trade agreements with most countries, especially the EU, so traditional customs duties don't apply. Aside from a small clearance fee (~CHF 40), only VAT (value added tax) is charged on your re-import. Since VAT is a recoverable tax for companies and institutions, it's paid upfront and later reclaimed. So it is a zero-sum game. To reduce the cash advance burden, a lower goods value is often declared — especially when shipping multiple devices at once.
  -> see above mentioned value to declare
  
  
• Can I avoid additional costs by shipping with a Carnet ATA?
  
  No, the Carnet ATA cannot be used for repair shipments.
  
  
• What about transport insurance?
  
  If you declare CHF 200 per device, most carriers require insurance at that value. For multiple devices, this can leave significant losses uncovered if a parcel is lost.
  While transport damage is unlikely — especially when shipped with the peli case — and detailed tracking by the carriers minimizes loss risk to almost zero, final delivery is the weak point. If a parcel is misdelivered or the signature is unclear, carriers often consider it successfully delivered, making insurance claims difficult.
  However, we've only had two such incidents in 13 years. Enclosing an AirTag is often more effective than additional insurance, especially with multiple devices, as it allows tracking by you even after "delivery."
  You can also declare and insure a higher value of goods, but the price for that insurance is higher.
  
  
• What do I need to know about the Li-Ion battery inside?
  
  Our battery weighs 50g; has 12 Wh and is permanently installed in the device.
  According to UN3481 – PI 967 Section II, you can pack 4 Partector devices into one package without any special labelling or measures.
  
  If you pack 5 units or more, you have to put the UN 3841 label onto the package and place a note on the AirWay bill “Lithium-Ion batteries in compliance with Section II of PI 967, (number of) package.”
  

  

  UN 3841 label
  
  
• My logistics department asks for the safety data sheet of the battery.
  
  You can find it below for download if needed.
  SDS HI0101SNxx