Claims Policy

1. Seller's Responsibility: In accordance with the law, especially under art. 556-576 of the Civil Code, the Seller is liable for physical and legal defects of the sold Product (warranty). For contracts concluded before December 24, 2014, the Seller's liability towards individual Customers is determined by the Consumer Sales Act of July 27, 2002.

2. How to Submit a Complaint: Electronically to the e-mail address: biuro@izoflex.pl.

3. Complaint Form: To expedite the complaint process, the Customer should complete the complaint form, providing information about the type and date of the defect, their demands, and contact details. Completing the form is necessary for the proper consideration of the complaint.

4. Complaint Review Period: The Seller will consider the complaint within 14 calendar days of its receipt. The Seller will confirm the receipt of the complaint form by responding to the notification sent to: biuro@izoflex.pl.

5. Delivery of Faulty Product: After a favorable consideration of the complaint, the Customer is obliged to deliver the faulty Product to the Seller's address: Izotechnika, ul. Limanowskiego 53, 47-300 Krapkowice. Failure to deliver the product may result in the complaint being unrecognized. The Seller covers the shipment costs.

6. Procedure Following Justified Complaint: In the case of a justified complaint, the Seller will promptly replace the product with a new one free from defects or will fix the defects and return the Product to the Customer at their own expense.

7. Situations Excluding the Acceptance of Complaint: There are circumstances that might lead to the complaint being deemed unjustified. These include, among others:

• Improper Product Storage: Exposing the product to adverse conditions, such as bad weather conditions.
• Improper Product Transport: This includes all damages caused by improper protection of the product during transport and its transfer.
• Using Inappropriate Products During Installation: Using products other than those recommended by the manufacturer may affect the final decision on the complaint.
• Custom-made Product: A complaint may be considered unjustified if the Customer previously approved the pattern based on a provided sample for products made to a customer's individual order.

8. Exceptional Situations: If the Customer urgently needs to purchase a product that has been previously claimed and is awaiting a complaint review, they have the right to purchase an identical product. The Seller will issue a new invoice, which must be paid by the Customer. After the complaint is reviewed, the Seller will refund the Customer all costs incurred based on the new invoice if it's considered justified. This action aims to allow the Customer to continue using the product without unnecessary delay, ensuring the preservation of their rights in the complaint process.

TEMPLATE

Product Complaint Based on Warranty

(This form should be completed and sent only if you wish to claim the product)

Order No./Invoice No.: ……………………………………………………………………………...

Customer's Name and Surname: ………………………………………………………………………….

Street, house number/apartment number: …………………………………………………………………………

Postal code, city: ………………………………………………………………………………….

Contract Date/Collection Date: …………………………………………………………………………

I hereby notify that the following defects have been identified in the purchased product:

……………………………………………........................................

Date and legible customer signature