Complaints procedure rules

1. General provisions

1.1. This Complaints Procedure regulates the mutual rights and obligations of the contracting parties in processing warranty and post-warranty repairs.
1.2. The Complaint Procedure Rules apply to goods, products and services (hereinafter referred to as Products) purchased from Aton Ltd., which warranty claim is in compliance with this Complaints procedure rules.
1.3. The basic condition for starting processing a claim is the submission of an invoice or delivery note, which also serves as a guarantee document.

1.4. The fact that the buyer is familiar with the complaints procedure and warranty conditions, confirms the buyer by accepting the terms and conditions before sending the order to the seller.
1.5. The Complaints Procedure in this form is valid for all business cases entered into a contract during the validity of these Complaints Procedure, unless other contractual terms and conditions are agreed.

2. Warranty Claim

2.1. The buyer has the right to claim the warranty only for a product that shows defects of the product, is covered by the warranty and was purchased from the seller dtto.
2.2. The Buyer is obliged to check the product as soon as possible after its receipt. Damage to the product during transport must be immediately notified to the carrier and the seller.
2.3. The right to claim the warranty expires in the following cases:
2.3.1. loss of documents pursuant to point 1.3.
2.3.2. if the warranty for the claimed product has expired on the day of handover for repair
2.3.3. violation of trademark or warranty marks, if there are any on place
2.3.4. mechanical damage on the product
2.3.5. electrical damage (visibly burnt components or printed circuit boards) due to external short circuit or other inappropriate handling of the product

2.3.6. failure to observe the storage conditions specified in the instructions for use
2.3.7. use of the product for purposes other than those intended
2.3.8. repair of the product by the user or by a person other than the seller
2.3.9. improper use or failure of product care contrary to the instructions
2.3.10. by making any intervention in or modification of the product by the user or another person
2.3.11. connection to the power supply of inadequate parameters
2.3.12. the product was damaged by elements of force majeure
2.4. The Buyer is not entitled to claim a warranty for defects which were expressly warned by the Seller in advance or which he / she must have been aware of in the basic circumstances.

3. Duration of warranty

3.1. The Seller provides a minimum of 24-month warranty on end-users for new products in accordance with applicable laws, unless otherwise specified by the Seller.
3.2. The warranty does not cover normal wear and tear of the products caused by their use. See the warranty lifetime point 3.3.
3.3. The warranty lifetime of the products is governed by the applicable standard or technical conditions.
3.3.1.If the Buyer is unable to prove the number of charge and discharge cycles of the rechargeable batteries, the warranty is based on the expected wear (minimum capacity in [%] to the rated capacity at 5 hours discharge).
For cylindrical lithium batteries:
– new battery> 95%, up to 6 months> 75%, up to 12 months> 50%, up to 18 months> 25%, up to 24 months> 10%.

3.3.2. The warranty does not apply to excessive battery capacity caused by improper storage contrary to the instructions.
3.4. The warranty period begins on the date of receipt of the product and is extended by the period during which the product was under warranty repair.
3.5. In case of replacement of the product for a new one, any further complaints are based on the original invoice or delivery note.

4. Repair prices

4.1. All warranty repair claims are free of charge.
4.2. In the event of unjustified complaint, the buyer is charged all costs associated with testing, product repair and shipping.

4.3. For out-of-warranty repairs, the hourly rate is charged according to the current price list for each commenced hour + price of spare parts + transport costs + VAT, see Service.

5. Methods of processing the claim

5.1. Claim handling only applies to the defect described by the buyer. The buyer is obliged to describe the defect as accurately as possible. Only the functions specified in the fault description will be checked.
5.2. The buyer must state whether it is a mechanical or electrical defect, as accurately as possible, as it manifests itself, eventually how the fault occurred.
5.3. If the defect is removable, the complaint will be resolved as follows:
5.3.1. the seller eliminate the defect without undue delay, or
5.3.2. the seller exchanges the defective product for a product without defect (it depends only on the seller’s decision and the buyer cannot rightly claim such a claim).

5.4. If it is a defect that cannot be removed and that prevents the item from being properly used as a defect-free item, the seller will resolve the claim:
5.4.1. the seller will replace the defective product with a product without defect
5.4.2. if the seller cannot replace the product with another, the seller closes the claim by issuing a credit note for the defective item.
5.5. The buyer is obliged to hand over the product to the seller, including accessories.
5.6. Complaints are handled exclusively by Aton Ltd.

6. Efficiency

6.1. These Complaints Procedure Rules are valid from 1.11. 2019 and until the new Complaints Procedure Rules are issued.