Complaints Policy
Basis for Complaint
A complaint is your legal right, totally separate from any warranty we give you.
Customers have the right to file a complaint regarding a service performed if it was not carried out as agreed or if it has defects.
Scope of Complaint
A complaint may specifically relate to:
- improperly performed repair
- reoccurrence of the same fault stemming from the same cause that was subject to the repair
- failure to resolve the reported issue
Complaints don't cover normal wear and tear, mechanical damage, or faults that pop up after the service due to incorrect use, lack of required maintenance, or external factors.
Timeframe for Reporting
You can file a complaint within the timeframe set by current service-related laws.
Complaints are handled according to current legal regulations.
Reporting Procedure
To file a complaint, the customer should:
- contact us via email
- describe the problem and attach photos or other materials (if available)
- send the device back to the service address for verification
Complaint Resolution
Upon receiving the device, a technical verification is carried out.
Depending on the outcome:
- the complaint may be accepted, and the service will be rectified at no additional cost
- a complaint might be rejected if the fault isn't related to the service we performed
Costs
If the complaint is accepted, the service covers the repair costs.
Shipping costs might be handled individually, unless current regulations state otherwise.