Please have a look at the our shop pages which have a pretty clear statement about this:
We can ship pretty much anywhere, and offer free international shipping, but the customer is responsible for customs clearing/duties, and local taxation. International shipments may be subject to customs processing and additional charges, customs policies vary from country to country, therefore you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays in arrival.
We sincerely try to do our very best within the legal boundaries to reduce or even avoid additional cost for the customers but in the end local import fees are not covered by our “free shipping” policy, sorry. So to make this very clear, up front customs duty payment by Purism does not happen because this is very explicitly not covered by our “free shipping”.
Concerning RMAs in special, yes, this is a PITA for all of us and we have been haggling with carriers like DHL how to handle and properly declare RMA shipments so that customers won’t have to pay import fees over and over again. Please believe me when I say that we have been doing this back and forth for years now but it still remains a gamble. But that’s all we can do to help.
Cheers
nicole