Claims and returns
When customer receives damaged or incomplete goods (own DENCOP / external transport)
The customer is required to carry out a physical and quantitative inspection of the material immediately upon receipt of the goods. Differences in quantity and visual defects (mechanical damage to the shipment) must be claimed by the customer immediately upon delivery. After this date, complaints of quantity and visible mechanical damage need not be taken into account.
The DENCOP LIGHTING driver is obliged to carry a complaint report - in the case of a complaint when the goods are handed over, the driver is required to file a complaint with the customer immediately. The protocol must be signed by both parties. In the case of external transport, a signed delivery note must be provided with the driver indicating the defects.
When customer experiences a defect during the use of the material
In the event that the customer discovers hidden material defect after the driver leaves or the fault occurs during the use of the material, the customer immediately contacts the DENCOP LIGHTING claimant. If material is used in system applications or assemblies, handling and disassembly must not take place without the consent of DENCOP LIGHTING.
The customer must attach a fully-completed complaint report to the goods complained of, including the delivery invoice number, the shipping or delivery note or any of the documents relating to the purchase of the claimed goods, and the document must indicate which goods and the amount of claim they are claiming, including Exact description of the defect. If the goods are claimed at the takeover, the customer has the right to not take it over. If the goods are not sent for the DENCOP LIGHTING claim, it is necessary to attach the photos of the goods claimed.
Without a duly completed complaint report and proper photo documentation, no complaint proceedings will be initiated. If the complaining technician pre-confirms the eligibility of the claim (upon receipt of the above documentation), the customer will be informed in due time.
- If the claim is not legitimate, the customer will be returned to the customer at the latest within 5 business days of notification of the claim. *
- If the claim is legitimate and the customer requests a credit note (as defined in the Complaint Protocol), it will receive a credit note within 5 business days of notification of the claim.
- If the claim is legitimate and the customer requests a refund (as defined in the Complaint Protocol), it will receive a refund or refund within 5 business days of notification of the claim. The first DENCOP shipment of the goods is in stock. (If necessary, order at the earliest possible date).
* For materials with a clearly defined warranty period, such as EVG, FART, blinkers and others, the shipping date label will be affixed at the expedition. This label can not be damaged by the customer if he wants to claim a longer claim than the label on the product.
If the label is missing or is broken, the warranty period will be judged by the manufacturer's label.
If a customer necessarily needs new goods before deciding on the eligibility of the claim, they will be issued and invoiced for a new invoice. This invoice will clearly indicate the first invoice number to which the claim relates. If the claim is legitimate, the customer will be issued with a credit note for the goods claim invoice.
Contact:
E-mail: reklamace@dencop.cz
Tel .: +420 571 894 051
If necessary, please read and use the accompanying files for MEAN WELL product complaints.
MEAN WELL recommendations, questions and answers
MEAN WELL Complaint Protocol