Complaint procedure

1. To file a complaint, please fill in the Form of Complaint - Service and send it to [email protected]

Please fill in all fields of the form carefully – any inconsistency between the entered data and the actual state or lack of data shall prolong the complaint handling process.

2. Having received an email confirmation that SOLFINITY Service Team has accepted the complaint form, please send the faulty device to the following address:

SOLFINITY SERWIS
ul. Staniewicka 5, budynek DC 2
03-310 Warszawa

with a note on the consignment note: SERVICE

IMPORTANT: Please do not send the faulty device to the Service Team if you have not received prior confirmation of the complaint form by the SOLFINITY Service Team.

3. The sent device should be packed in the original packaging or one that shall ensure the same degree of protection of the device during its transport to the service facility. Please be advised that proper protection of the device during transport to the service facility is the sender's responsibility.

The damaged devices sent back to us must be clean. Devices dusty, soiled with paints, and covered with spores, mould, ammonia, etc., are analysed and repaired only after they have been cleaned. In such cases, the SOLFINITY Service Team may charge you a flat fee for cleaning.

Please attach a printed Form of Complaint to the device.

4. Within 5 working days after receiving the device, the SOLFINITY Service Team shall diagnose it to confirm the damage.

1. If the SOLFINITY Service Team does not confirm the occurrence of the described defects, the device shall be immediately sent back to the customer at the address indicated in the complaint form.
2. If the SOLFINITY Service Team confirms the malfunctioning of the device, it shall be reported to the Guarantor. The Guarantor shall make the final decision to replace the device. If the Guarantor admits the complaint, the Solfinity Service Team shall immediately send a replacement device.
3. If it is necessary to provide additional information or the complaint is rejected by the Guarantor, the SOLFINITY Service Team shall contact the person indicated in the complaint form.

5. When accepting a package from the courier but before acknowledging its receipt:

1. Please scrutinize the package carefully to see if it is compressed, check whether the packaging has been opened, damaged, wet, etc.
2. If you find any discrepancies or damage to the contents of the package, please:

• write down the objections regarding the package on the consignment note

• write a Damage Report in the presence of the courier (no later than the next day - after receipt of the package)

• immediately report your complaint to [email protected].

Detailed warranty conditions set forth by respective manufacturers are available on our website www.solfinity.pl/en

Form of complaint - service

1. To file a complaint, please fill in the Form of Complaint - Logistics and sending a signed scan to the Customer Care Officer within 2 days of receipt of delivery. Notifications more than two working days after receipt of the goods will not be considered. Otherwise, you can send the form to [email protected]

Please fill in all fields of the form carefully – any inconsistency between the entered data and the actual state or lack of data shall prolong the complaint handling process.

2. Having received an email confirmation that the Account Manager has accepted the complaint report, please proceed according to individual arrangements.

Form of compliant - logistics

1. If you wish to return a product, please fill in the Form of Product Return and send a signed scan to the Account Manager. Otherwise, you can send the form to [email protected].

Please fill in all fields of the form carefully – any inconsistency between the entered data and the actual state or lack of data shall prolong the complaint handling process.

2. After SOLFINITY accepts the Form of Product Return, please send the product to the following address:

SOLFINITY
ul. Staniewicka 5, budynek DC 2
03-310 Warszawa

with a note on the consignment note: PRODUCT RETURN

Solfinity shall not be responsible for any damage to the products during transport. The customer is responsible for securing the products in such a way that they are not damaged.

IMPORTANT: Please do not send the products before obtaining acceptance from Solfinity.

Form of product return