Complaints procedure

Complaints procedure of IQ PRODUCT s.r.o.

1. INTRODUCTORY PROVISION

1. Complaints procedure of IQ PRODUCT s.r.o., Družstevná 549/7, 922 10 Trebatice, ID: 51825163 (hereinafter supplier), together with the General Terms and Conditions (GTC) of IQ PRODUCT s.r.o. they form an integral part of every purchase contract or binding order replacing the purchase contract.

2. The complaints procedure establishes the main principles of supplier-customer relations in cases of customer complaints or complaints about products delivered under the terms agreed in the contractual relationship.

3. The delivered products are guaranteed for 12 months from the date of manufacture marked on the packaging or the date on the delivery note, unless otherwise stated, for example in the form of a note in the invoice or a provision in the contract.

1. BASIC PRINCIPLES OF COMPLAINTS

1. The customer is obliged to check the product (goods) upon delivery and to confirm its acceptance in the delivery note (hereinafter referred to as DL), or in the transporter’s document replacing the aforementioned delivery note (e.g. consignment note). Immediately detected defects of the product (in its quality, quantity, possible damage, etc.) are recorded by the customer in these documents (including the date of recording and identification of the person who made the recording and his signature). In justified cases, if it is a defect that clearly prevents the intended use of the product, the customer can refuse to accept such a delivery. The customer shall legibly record the defect of the goods with the reasons why the acceptance was refused in the documents listed above.

2. In the event that the customer discovers a defect only after receiving the product, immediately after such discovery, he shall notify the supplier in writing and ensure appropriate storage of the claimed product so that its quality is not negatively affected by storage (see IQ PRODUCT s.r.o. business conditions). This document is essential for the further course of the complaint procedure when assessing the matter by the supplier.

3. Unless both parties agree otherwise, the basic prerequisite for the application of a product defect claim is the submission (delivery) of the entire claimed amount of products in the original packaging, with the original identification mark (lot number or serial number) and on the packaging of the products themselves (identification labels or inspection tickets – by product type) to be assessed. A written notice to the supplier is also included. For this notification, the customer will use the Supplier’s Complaints Protocol, which is attached to these Complaints Regulations and is available to the complainant at http://www.agfoil.eu (“Support” section).

In extreme cases, delivery of another complaint record is allowed, but it must contain at least the following data:

1. a) customer identification data, contact person (phone, email)
2. b) the supplier’s item code and/or the customer’s internal item code
3. c) the name of the claimed product item
4. d) claimed quantity
5. e) customer’s order number
6. f) supplier’s delivery note/invoice number
7. g) supplier’s production batch number (indicated on the product/lot number)
8. h) reason for complaint

The supplier has the right not to include products without the original identification mark in the complaint procedure and thus not to recognize their complaint.

4. The complaint procedure is initiated by the supplier first on the day when he has a written notice of defects (application of the complaint) and physically has the complained product at his disposal. It informs the customer in writing about the result of the procedure within the time periods indicated below.

5. When assessing defects in the complaint procedure, the supplier is based exclusively on the parameters agreed in the customer-supplier relationship (contract or order) and in accordance with the supplier’s General Terms and Conditions. It takes into account the technical and technological possibilities, the chosen production technology and the conditions under which the customer-supplier relationship was created.

6. Claims made after the expiration of the warranty period mentioned in point I. 3. above or claims when the customer does not provide the claimed product for assessment, or does not provide cooperation in solving them or it is not possible to identify the production date on the product, will not be recognized.

III. COMPLAINT PROCEDURE

1. The customer shall notify the supplier of the discovery of a defect by telephone and then in writing by sending a completed Complaint Protocol in accordance with point II. 3. above.

2. It is the duty of the customer to agree in advance with the supplier on the method of returning the claimed product, or the delivery of their samples. The cost of returning the claimed product or the delivery of their samples shall be borne by the customer. The basic criterion of this agreement is the minimization of costs associated with this procedure.

3. The customer will cooperate in returning the claimed product, or securing and delivering samples showing product defects.

4. The supplier will assess the claimed defect and decide on the legitimacy of the claim in the shortest possible time, if the conditions specified in Article II are met. of this complaint procedure. He will notify the customer of his decision in writing.

1. UNAUTHORIZED CLAIM

1. In the event that, during the assessment of the claimed defect, the supplier discovers that

​ the claim is not justified, he shall notify the customer of this fact in writing.

2. If the claimed product is on the supplier’s premises, he will send it to the customer’s original address. In this case, the supplier is entitled to charge the customer the costs associated with the transport of the claimed product.

3. The product (goods) was damaged during transport (obvious damage to the goods or its packaging) must be immediately resolved with the carrier and the customer is not obliged to take over the goods.

4. The product (goods) has been damaged by unprofessional installation or handling and operation in violation of the user manual (if there is one for the product).

5. The product was used in conditions that did not correspond to the parameters and requirements specified in the documentation (if it exists for the product).

6. The product (goods) was damaged by the elements.

7. The product (goods) has been damaged by excessive loading or use contrary to the conditions specified in the documentation (if it exists for the goods).

8. The product (goods) was damaged as a result of being connected to a network that does not correspond to the relevant STN.

1. AUTHORIZED COMPLAINT

1. Removable defects

If, after assessing the claimed defect, the supplier finds that it is a defect that can be removed, the customer has the right to have it removed free of charge within the period agreed with the supplier.

2. Irremovable defects

If the supplier, after assessing the claimed defect, finds that it is a defect that cannot be removed and that prevents the intended use of the product, the customer has the right to exchange it (substitute performance) within the period agreed with the supplier, or has the right to withdraw from the contract.

3. Inconsistency of the accompanying documentation (invoice, delivery note, transport note) with the delivery of the product

If the customer discovers any difference between the invoice/delivery note/conveyance note and the actually delivered product (in type or quantity), he/she shall contact the supplier in writing as soon as possible, who will immediately rectify the situation.

1. COMPLAINT PROCESSING

1. The customer is informed about the outcome of the complaint procedure by phone, then in writing with an opinion on the method of closing the complaint. In cases where, on the basis of a justified complaint, subsequent corrective or preventive measures are taken to prevent the recurrence of non-conformities, the customer has the right to be informed about them.

2. The supplier informs the customer about the result of the complaint procedure no later than 30 days after receiving the record of defects (Complaint Protocol) and the complained product for assessment, unless a different deadline is agreed upon by both parties. In the event that the customer does not cooperate in the complaint procedure, or if other unforeseeable circumstances occur that cannot be influenced by the supplier, this period is extended accordingly. The customer is informed of these reasons by the supplier.

VII. CLAIMS FOR A PRODUCT DAMAGED IN TRANSPORT

1. In case of obvious damage to the product during transport, the customer proceeds according to point II. 1. of this complaint procedure.

2. To the best of his ability, the customer will secure evidence (photo documentation, damaged product, packaging, etc.) of damage to the product by the carrier, which he will sell to the supplier.

VIII. FINAL PROVISION

1. This complaint procedure takes effect on January 1, 2023 and is valid for an indefinite period. The supplier reserves the right to modify the wording of the complaint procedure.

​