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SUBMITTING A COMPLAINT

1.1. The 2-year period for submission of claims provided for in subsection 218 (2) of the Law of Obligations Act shall be applied to the Products sold.

1.2. The Service Provider is not responsible for any damage caused by non-targeted use (Client’s fault) of the ordered products, the normal physical wear of the product in case of normal use, as well as any delay in delivery, if this is due to circumstances that could not be affected by the Service Provider and/or caused by force majeure.

1.3. A claim must be filed immediately, but no later than two (2) months from the date of discovery of the defect.

  • 1.3.1. To solve any subsequent problems, the Client must retain the purchase documents (invoice, agreement, etc.), providing evidence that the goods have been purchased through Hotwire Systems OÜ’s online shop.
  • 1.3.2 Without a sales document, the Seller may leave the matter unresolved.
  • 1.3.3. All claims shall be reviewed and the Customer shall be contacted as soon as possible, but no later than within 15 days after receiving the claim.

1.4. In the event of non-conformity or defect of a product, the Client is entitled to demand replacement parts, replacement of the product with the compliant product or withdraw from the order and return the non-compliant product at the expense of the Service Provider.

  • 1.4.1. Handling of replacement and refunds takes up to four (4) weeks.

1.5. If the goods are not in conformity with the terms and conditions of the Contract, the Consumer shall have the right to use the legal remedies provided for in the acts of law, including demand fulfilling of the Contract, lowering of the price, compensation for damages or cancel the Contract.

1.6. The Seller shall not compensate to the Customer for the expenses made in the event of a nonconforming or defective Product or be held liable for such Product if: if the value of the Product has deteriorated/the Product has been damaged at the fault of the Customer, the deficiencies are caused by abnormal use of the Product, including failure to follow the maintenance instructions, if the value of the Product has deteriorated due to normal wear and tear in the course of regular use, if the Customer is unable to present a document evidencing purchasing of the Product.

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