We take a responsible approach to the quality of our products and the fulfillment of contractual obligations. If you detect any defects in the goods or works, please submit a claim promptly in accordance with the terms of the contract.
Time Limits for Submitting Claims
Ordinary defects – no later than 10 calendar days from the date of receipt of the goods or completed works (the date of signing the delivery note / acceptance certificate).
Hidden defects – within 5 calendar days from the date of their detection, but no later than 6 months from the date of delivery or completion of works.
How to Submit a Claim
A complaint (claim) must be sent:
- by registered mail to the official address with an enclosure list and delivery confirmation;
- or by email (as specified in the contract) signed by the head of the company;
- please be sure to attach the completed Claim Report.
Mandatory Details of a Claim:
- Full name of the company operating the product
- Contact details
- Date of detection of the nonconformity
- List of products indicating numbers, delivery date, quality certificate number and date
- Detailed description of defects and circumstances of their detection
- Information on inspection methods, equipment, duration of operation (for hidden defects)
- Photo and/or video evidence of the defect
- Conclusions, protocols (if available)
- Invitation to the Supplier’s representative for a joint inspection
- Your proposals for resolving the issue
Attention! Inviting the Supplier’s representative is mandatory.
Claim Review
A claim is reviewed within 10 calendar days from the date of receipt, provided the complete set of required information is submitted.
If additional information or a visit from the Supplier’s representative is necessary, the period may be extended.
Important:
- Until the claim is resolved, the product must not be disposed of or used.
- Additional transportation costs related to the claim are borne by the Buyer.