Complaints
Return and complaints handling policies
All items in our catalog carry manufacturer's warranty.
The basis for making a complaint is warranty card that has to be delivered to DIPOL. When for a specific item the producer does not make out such a card, the sufficient document is copy of the receipt or invoice.
The basis for making a complaint is warranty card that has to be delivered to DIPOL. When for a specific item the producer does not make out such a card, the sufficient document is copy of the receipt or invoice.
1. DIPOL warranty terms and conditions.
1.1.
Standard warranty period extends 12 months from the date of sale.
1.2.
All product labels and warranty seals must be complete and intact.
1.3.
The warranty does not cover any damage due to accident or misuse of the product, e.g. fall, flooding etc.
It also does not include any responsibility for products modified by the user, e.g. with cut or changed connectors.
1.4.
The warranty does not cover damages caused by lightning strikes or power line disturbances.
1.5.
Devices with altered software that has not been recommended by the manufacturer are not covered by any warranty.
1.6.
Letter of complaint has to include at least this Complaint Form that must be filled out completely. The product in question must have all owner's manuals, accessories etc. and be properly packed.
1.7.
The complaint may not be effective if the application form is improperly filled out, especially without any signs of failure, or the product is incomplete.
1.8.
DIPOL company reserves the right to carry out paid repairs, informing the Customer in advance of such a situation - in case of finding that the device has been used inappropriately, especially when the damages have been caused by lightning or power line surge.
1.9.
DIPOL company is not responsible for any effects that may be caused by malfunction or failure of the products being sold - it particularly includes the equipment, hardware and software of CCTV installations, surveillance and alarm systems.
1.10.
The software is sold "As-Is" without any warranty or refund of any kind in relation to the operation and functionality. There is no guarantee of proper installation and work on user's computer and cooperation with other software used.
1.11.
There is no guarantee of compatibility between products being sold and other products.
Standard warranty period extends 12 months from the date of sale.
1.2.
All product labels and warranty seals must be complete and intact.
1.3.
The warranty does not cover any damage due to accident or misuse of the product, e.g. fall, flooding etc.
It also does not include any responsibility for products modified by the user, e.g. with cut or changed connectors.
1.4.
The warranty does not cover damages caused by lightning strikes or power line disturbances.
1.5.
Devices with altered software that has not been recommended by the manufacturer are not covered by any warranty.
1.6.
Letter of complaint has to include at least this Complaint Form that must be filled out completely. The product in question must have all owner's manuals, accessories etc. and be properly packed.
1.7.
The complaint may not be effective if the application form is improperly filled out, especially without any signs of failure, or the product is incomplete.
1.8.
DIPOL company reserves the right to carry out paid repairs, informing the Customer in advance of such a situation - in case of finding that the device has been used inappropriately, especially when the damages have been caused by lightning or power line surge.
1.9.
DIPOL company is not responsible for any effects that may be caused by malfunction or failure of the products being sold - it particularly includes the equipment, hardware and software of CCTV installations, surveillance and alarm systems.
1.10.
The software is sold "As-Is" without any warranty or refund of any kind in relation to the operation and functionality. There is no guarantee of proper installation and work on user's computer and cooperation with other software used.
1.11.
There is no guarantee of compatibility between products being sold and other products.
2. Details of complaints procedure.
2.1. Shipment.
2.1.1.
All shipments are insured.
2.1.2.
The Customer should always check packages and their contents at the moment of delivery, in presence of the courier.
2.1.3.
In the case of visible damage to the package (there is a conjecture that the products inside may be destroyed or lost), the parcel must not be accepted and notations of defect, damage or loss should be made in the bill of lading.
2.1.4
When accepting the shipment, the Customer should unpack the packages in presence of the courier and inspect physical condition of the products. In the case of any damages, it is needed to fill out complaint form (it should be provided by the courier). One copy of the form is taken by the courier, the second has to be immediately faxed to +48 12 644 30 17, or emailed to dipol@dipolnet.com.
This will allow us to settle the complaint as quick as possible and provide another shipment of the same order.
2.1.1.
All shipments are insured.
2.1.2.
The Customer should always check packages and their contents at the moment of delivery, in presence of the courier.
2.1.3.
In the case of visible damage to the package (there is a conjecture that the products inside may be destroyed or lost), the parcel must not be accepted and notations of defect, damage or loss should be made in the bill of lading.
2.1.4
When accepting the shipment, the Customer should unpack the packages in presence of the courier and inspect physical condition of the products. In the case of any damages, it is needed to fill out complaint form (it should be provided by the courier). One copy of the form is taken by the courier, the second has to be immediately faxed to +48 12 644 30 17, or emailed to dipol@dipolnet.com.
This will allow us to settle the complaint as quick as possible and provide another shipment of the same order.
2.2. Return policy.
2.2.1
The Customer has the right to return the products purchased from DIPOL as a shipment, within 10 days from the date of delivery, without giving any reason. We will accept the return provided that the goods have not been used and are still in their original unopened packagings.
2.2.2.
The returned goods shall be sent to us at the Customer's expense, with original receipt or invoice, warranty card (if it has been issued), along with the information whether the refund should be done by offsetting the value of the goods against next processed order or by transfer to nominated bank account.
2.2.3.
The returned goods have to be carefully packed in order to protect them against breakage during transport. The package should contain detailed description of the products: codes (from the sales document), full names, numbers of pieces, and return address. The parcel definitely has to be marked with the notice "RETURN".
2.2.1
The Customer has the right to return the products purchased from DIPOL as a shipment, within 10 days from the date of delivery, without giving any reason. We will accept the return provided that the goods have not been used and are still in their original unopened packagings.
2.2.2.
The returned goods shall be sent to us at the Customer's expense, with original receipt or invoice, warranty card (if it has been issued), along with the information whether the refund should be done by offsetting the value of the goods against next processed order or by transfer to nominated bank account.
2.2.3.
The returned goods have to be carefully packed in order to protect them against breakage during transport. The package should contain detailed description of the products: codes (from the sales document), full names, numbers of pieces, and return address. The parcel definitely has to be marked with the notice "RETURN".
2.3. Defective products.
2.3.1. Faults discovered before operation.
2.3.1.1.
If just after the delivery (but not longer than during 48 hours), the product has some defects (i.e. the new device does not work properly), we ask the Customer to deliver it to DIPOL branch, or after earlier agreement on the way of dispatch with Service Center, to send it back at DIPOL's expense. The contact to Service Center: serwis@dipol.com.pl or tel. +48 12 644 29 13.
DIPOL company does not pick up parcels sent at our expense but not agreed on by Service Center.
2.3.1.2.
The product should be sent back in its original packaging, carefully packed, with filled out application form, copy of the sales document, and warranty card (if it has been issued). The parcel definitely has to be marked with the notice "PRE-SALE - SERVICE".
2.3.1.3.
When the faulty product has no signs of use, is complete, and its packaging is in good condition, we will exchange it for the same product in good working order and ship it at our expense. If such exchange is not possible, we will refund the price.
2.3.1.4.
When faulty product has signs of use or is not complete, or its packaging is damaged, or there are other reasons not allowing the exchange, the product will be repaired in the shortest time possible and sent back to the Customer at our expense.
2.3.1.5.
Letter of complaint has to include at least this Complaint Form that must be filled out completely.
2.3.1. Faults discovered before operation.
2.3.1.1.
If just after the delivery (but not longer than during 48 hours), the product has some defects (i.e. the new device does not work properly), we ask the Customer to deliver it to DIPOL branch, or after earlier agreement on the way of dispatch with Service Center, to send it back at DIPOL's expense. The contact to Service Center: serwis@dipol.com.pl or tel. +48 12 644 29 13.
DIPOL company does not pick up parcels sent at our expense but not agreed on by Service Center.
2.3.1.2.
The product should be sent back in its original packaging, carefully packed, with filled out application form, copy of the sales document, and warranty card (if it has been issued). The parcel definitely has to be marked with the notice "PRE-SALE - SERVICE".
2.3.1.3.
When the faulty product has no signs of use, is complete, and its packaging is in good condition, we will exchange it for the same product in good working order and ship it at our expense. If such exchange is not possible, we will refund the price.
2.3.1.4.
When faulty product has signs of use or is not complete, or its packaging is damaged, or there are other reasons not allowing the exchange, the product will be repaired in the shortest time possible and sent back to the Customer at our expense.
2.3.1.5.
Letter of complaint has to include at least this Complaint Form that must be filled out completely.
2.3.2. Damages occurred during operation.
2.3.2.1.
When the faulty product is sent for warranty repair (i.e. the failure is an outcome of internal damage and not of an external force), the Customer is obliged to send it on their own expense. Products sent at DIPOL's expense will not be picked up, unless it is agreed on by Service Center.
2.3.2.2.
If the device is not qualified for warranty repair, we will calculate the cost of performed repair.
2.3.2.3.
In case of finding that the product is in good working order, and the imputed failure has been in fact caused by improper operation, the product will be sent back at customer's expense with additional cost of servicing/testing, within the range of 10 to 50 EUR, depending on the scope of the work.
2.3.2.4.
The devices sent to us should be complete (as an example - with the defective SAT receiver we expect to get its remote control and all the included accessories). All should be carefully packed, in the original packaging, with filled out Complaint Form, copy of the sales document, and warranty card (if it has been issued). The parcel definitely has to be marked with the notice "SERVICE".
2.3.2.5.
Letter of complaint has to include at least this Complaint Form that must be filled out completely.
2.3.2.6.
In the case of justified complaint the product will be repaired in the shortest time possible. (The Act on particular conditions of consumer service and change of Civil Code from July 27, 2002, - Dz. U. 141 poz. 1176; The Act from April 23, 1964 with later changes - THE POLISH CIVIL CODE) and sent back to the customer at our expense.
2.3.2.7.
When the product cannot be repaired or exchanged for new one, we will refund the price.
2.3.2.1.
When the faulty product is sent for warranty repair (i.e. the failure is an outcome of internal damage and not of an external force), the Customer is obliged to send it on their own expense. Products sent at DIPOL's expense will not be picked up, unless it is agreed on by Service Center.
2.3.2.2.
If the device is not qualified for warranty repair, we will calculate the cost of performed repair.
2.3.2.3.
In case of finding that the product is in good working order, and the imputed failure has been in fact caused by improper operation, the product will be sent back at customer's expense with additional cost of servicing/testing, within the range of 10 to 50 EUR, depending on the scope of the work.
2.3.2.4.
The devices sent to us should be complete (as an example - with the defective SAT receiver we expect to get its remote control and all the included accessories). All should be carefully packed, in the original packaging, with filled out Complaint Form, copy of the sales document, and warranty card (if it has been issued). The parcel definitely has to be marked with the notice "SERVICE".
2.3.2.5.
Letter of complaint has to include at least this Complaint Form that must be filled out completely.
2.3.2.6.
In the case of justified complaint the product will be repaired in the shortest time possible. (The Act on particular conditions of consumer service and change of Civil Code from July 27, 2002, - Dz. U. 141 poz. 1176; The Act from April 23, 1964 with later changes - THE POLISH CIVIL CODE) and sent back to the customer at our expense.
2.3.2.7.
When the product cannot be repaired or exchanged for new one, we will refund the price.
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