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The basis for making a complaint is the warranty card, which has to be delivered to DIPOL. When the manufacturer does not make out such a card for a specific item, the sufficient document is the copy of the receipt or the invoice.
1. DIPOL warranty terms and conditions.
1.1.
Depending on the product and manufacturer, the warranty period lasts from one to fifteen years. The duration of the warranty period is specified on the product page. In the case of clearance sales and products after repair, the period is limited to one year.
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, operation in inappropriate environment, flooding.
1.5.
Devices with altered software that has not been recommended by the manufacturer are not covered by any warranty.
1.6.
A letter of complaint has to include at least this Complaint Form that must be filled out completely.
1.7.
The complaint may not be effective if the application form is improperly filled out, especially without any description of the 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 the 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 sold - it particularly includes the equipment, hardware and software for video surveillance 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 operation of the software on user's computer and/or cooperation with other software used.
1.11.
There is no guarantee of compatibility between products from different manufacturers.
Depending on the product and manufacturer, the warranty period lasts from one to fifteen years. The duration of the warranty period is specified on the product page. In the case of clearance sales and products after repair, the period is limited to one year.
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, operation in inappropriate environment, flooding.
1.5.
Devices with altered software that has not been recommended by the manufacturer are not covered by any warranty.
1.6.
A letter of complaint has to include at least this Complaint Form that must be filled out completely.
1.7.
The complaint may not be effective if the application form is improperly filled out, especially without any description of the 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 the 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 sold - it particularly includes the equipment, hardware and software for video surveillance 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 operation of the software on user's computer and/or cooperation with other software used.
1.11.
There is no guarantee of compatibility between products from different manufacturers.
2. Details of complaints procedure.
2.1. Shipment.
2.1.1.
All shipments are insured.
2.1.2.
The Customer should always check the condition of the package(s) and the content at the moment of delivery, in the 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 damaged or lost), the parcel must not be accepted and a note of defect, damage or loss should be made in the bill of lading.
2.1.4
Accepting the shipment, the Customer should unpack the package(s) in the presence of the courier and inspect physical condition of the product(s). In the case of any damage, it is necessary 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 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.
2.1.5.
If, just after receiving the consignment, it appears that the contents of the shipment is not consistent with the sales document and/or the order, the Customer should immediately report this fact by calling the phone number +48 12 686 0212 or sending an email with a description of the situation at dipol@dipol.com.pl.
2.1.1.
All shipments are insured.
2.1.2.
The Customer should always check the condition of the package(s) and the content at the moment of delivery, in the 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 damaged or lost), the parcel must not be accepted and a note of defect, damage or loss should be made in the bill of lading.
2.1.4
Accepting the shipment, the Customer should unpack the package(s) in the presence of the courier and inspect physical condition of the product(s). In the case of any damage, it is necessary 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 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.
2.1.5.
If, just after receiving the consignment, it appears that the contents of the shipment is not consistent with the sales document and/or the order, the Customer should immediately report this fact by calling the phone number +48 12 686 0212 or sending an email with a description of the situation at dipol@dipol.com.pl.
2.2. Return policy.
2.2.1
Customers have the right to return products purchased from DIPOL as a shipment within 14 days from the date of delivery, without giving any reason (it applies only to individuals, not applicable to companies and other organizations).
2.2.2.
Customers have the right to unpack purchased items and check whether they meet their expectations.
2.2.3.
We will accept returns from individuals provided that the goods have no signs of use resulting from exceeding the right of the customers described in section 2.2.2., they are put back in their original and undamaged packagings.
2.2.4.
The returned goods shall be sent to us at the Customer's expense, with the copy of the receipt or invoice, warranty card (if it has been issued), and with Consumer's withdrawal from the sales contract (the CONSUMER'S WITHDRAWAL FORM is available here), 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 a specified bank account.
2.2.5.
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 the return address. The parcel has to be marked with "RETURN" notice.
2.2.6.
The right to withdraw from the agreement does not apply in the following cases:
1) service contracts, if the store owner informs the customer that after starting services there is no right to withdraw from the contract;
2) in which the price or remuneration depends on fluctuations in the financial market over which the owner of the store does not have any control and which may occur before the deadline to withdraw from the agreement;
3) in which the sold item has been manufactured or prepared according to specifications of the customer (made to order);
4) products with short expiry dates;
5) when the products are delivered in sealed packages that after opening cannot be returned due to health or hygiene reasons - if the packages have been opened;
6) when the products, due to their nature, have been inseparably connected with other things;
7) video/audio recordings and computer software delivered in sealed packages/containers - if the container was opened after delivery;
8) newspapers, periodicals or magazines, with the exception of subscription agreements;
9) public auctions;
10) contracts for the supply of digital content that is not stored on a tangible medium, if the service has begun with the express consent of the consumer prior to the deadline to withdraw from the contract and after the consumer has been informed by the store owner about the loss of the right of withdrawal.
2.2.1
Customers have the right to return products purchased from DIPOL as a shipment within 14 days from the date of delivery, without giving any reason (it applies only to individuals, not applicable to companies and other organizations).
2.2.2.
Customers have the right to unpack purchased items and check whether they meet their expectations.
2.2.3.
We will accept returns from individuals provided that the goods have no signs of use resulting from exceeding the right of the customers described in section 2.2.2., they are put back in their original and undamaged packagings.
2.2.4.
The returned goods shall be sent to us at the Customer's expense, with the copy of the receipt or invoice, warranty card (if it has been issued), and with Consumer's withdrawal from the sales contract (the CONSUMER'S WITHDRAWAL FORM is available here), 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 a specified bank account.
2.2.5.
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 the return address. The parcel has to be marked with "RETURN" notice.
2.2.6.
The right to withdraw from the agreement does not apply in the following cases:
1) service contracts, if the store owner informs the customer that after starting services there is no right to withdraw from the contract;
2) in which the price or remuneration depends on fluctuations in the financial market over which the owner of the store does not have any control and which may occur before the deadline to withdraw from the agreement;
3) in which the sold item has been manufactured or prepared according to specifications of the customer (made to order);
4) products with short expiry dates;
5) when the products are delivered in sealed packages that after opening cannot be returned due to health or hygiene reasons - if the packages have been opened;
6) when the products, due to their nature, have been inseparably connected with other things;
7) video/audio recordings and computer software delivered in sealed packages/containers - if the container was opened after delivery;
8) newspapers, periodicals or magazines, with the exception of subscription agreements;
9) public auctions;
10) contracts for the supply of digital content that is not stored on a tangible medium, if the service has begun with the express consent of the consumer prior to the deadline to withdraw from the contract and after the consumer has been informed by the store owner about the loss of the right of withdrawal.
2.3. Defective products.
2.3.1. Faults discovered before operation.
2.3.1.1.
The customer has the right to unpack the purchased goods and check whether they meet their expectations.
2.3.1.2.
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 12 686 02 11 ext. 38.
DIPOL does not accept parcels sent at the expense of the company, when not agreed on in advance with the Service Center.
2.3.1.3.
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".
2.3.1.4.
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 the company's expense. If such exchange is not possible, DIPOL will refund the price.
2.3.1.5.
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 company's expense.
2.3.1.6.
A fully completed claim form is required for a letter of complaint. The claim form is available here.
2.3.1. Faults discovered before operation.
2.3.1.1.
The customer has the right to unpack the purchased goods and check whether they meet their expectations.
2.3.1.2.
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 12 686 02 11 ext. 38.
DIPOL does not accept parcels sent at the expense of the company, when not agreed on in advance with the Service Center.
2.3.1.3.
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".
2.3.1.4.
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 the company's expense. If such exchange is not possible, DIPOL will refund the price.
2.3.1.5.
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 company's expense.
2.3.1.6.
A fully completed claim form is required for a letter of complaint. The claim form is available here.
2.3.2. 2.3.2. When the goods are damaged during use within the warranty period.
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 at 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.
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 has to be marked with the notice "SERVICE".
2.3.2.3.
A fully completed claim form is required for a letter of complaint. The claim form is available here.
2.3.2.4.
In the event of a justified complaint, the device will be repaired as soon as possible and sent to the contractor at the company's expense. The repair time takes into account the specific nature of the goods, the possible need to order components from a foreign manufacturer, etc. The cost of repair and shipping to the consumer is covered by DIPOL.
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 at 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.
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 has to be marked with the notice "SERVICE".
2.3.2.3.
A fully completed claim form is required for a letter of complaint. The claim form is available here.
2.3.2.4.
In the event of a justified complaint, the device will be repaired as soon as possible and sent to the contractor at the company's expense. The repair time takes into account the specific nature of the goods, the possible need to order components from a foreign manufacturer, etc. The cost of repair and shipping to the consumer is covered by DIPOL.
3. Description of the procedure for dealing with complaints and warranty repairs.
3.1.
Upon receipt of a valid letter of complaint, DIPOL has 14 days to respond. In cases where the service repair is not provided by DIPOL, but by an external service company (e.g. manufacturer, distributor), due to logistics, i.e. shipping time, internal procedures, etc., the response time to the complaint and the execution of repair may be prolonged. Contact regarding complaints is maintained with the Customers by e-mail or telephone.
3.2.
Handling a complaint consists of verifying the technical condition of the device and checking whether it was purchased from DIPOL. Employees authorized to do so verify whether the malfunction is due to internal damage or an external force, e.g. by improper use by the consumer. The result of the verification decides whether DIPOL accepts or rejects the complaint.
3.3.
If the complaint is accepted, DIPOL or the relevant external service company will proceed with the repair, which will be carried out as soon as possible.
3.4.
If the returned device is not qualified for the warranty repair, but there is a possibility of its repair, the costs for the repair will be charged, after prior contact with the Customer and their agreement for a chargeable service.
3.5.
If it is ascertained that the goods are undamaged and the malfunction was due to the inability to operate the device, it will be sent back at the Customer's expense with an additional service charge of PLN 15 to 100 net, depending on the scope of service activities - testing of the equipment.
3.6.
If the device cannot be repaired or replaced, DIPOL will return the money for it.
Upon receipt of a valid letter of complaint, DIPOL has 14 days to respond. In cases where the service repair is not provided by DIPOL, but by an external service company (e.g. manufacturer, distributor), due to logistics, i.e. shipping time, internal procedures, etc., the response time to the complaint and the execution of repair may be prolonged. Contact regarding complaints is maintained with the Customers by e-mail or telephone.
3.2.
Handling a complaint consists of verifying the technical condition of the device and checking whether it was purchased from DIPOL. Employees authorized to do so verify whether the malfunction is due to internal damage or an external force, e.g. by improper use by the consumer. The result of the verification decides whether DIPOL accepts or rejects the complaint.
3.3.
If the complaint is accepted, DIPOL or the relevant external service company will proceed with the repair, which will be carried out as soon as possible.
3.4.
If the returned device is not qualified for the warranty repair, but there is a possibility of its repair, the costs for the repair will be charged, after prior contact with the Customer and their agreement for a chargeable service.
3.5.
If it is ascertained that the goods are undamaged and the malfunction was due to the inability to operate the device, it will be sent back at the Customer's expense with an additional service charge of PLN 15 to 100 net, depending on the scope of service activities - testing of the equipment.
3.6.
If the device cannot be repaired or replaced, DIPOL will return the money for it.
Based on the Act of 30 May 2014 on consumer rights - Journal of Laws of 24 June 2014, item 827, and the Act of 23 April 1964, as amended - POLISH CIVIL CODE.
