video as a proof made by for example your cell phone about the issue.
If you can do the video, please attach in low resolution to your e-mail,
or upload it to a free file sharing platform, and send us the link. We
examine your case as soon as possible, and contact you with a solution.
We either can fix your problem remotely, identify the wrong setup, and
help you address it, or we identify the failed component. In the latter
case, we send you a replacement for that part, if the component can be
replaced by the customer, and do not require service. If we determine
that the light has a technical issue to be addressed at the service,
according to our decision, there could be 2 ways to go:
•
We either decide that the light cannot be repaired economically, and we
supply you a brand-new product, in this case you have no further action
needed to be done, we inform you about the details of the delivery. The
process takes 3-5 working days (+ transportation time 6-10 working
days) if the product is on stock. If the product is not on stock the process
takes longer period, but in this case, we are in continuous contact with
our customer, and provide information about the delivery status.
•
Or we decide to call back the product for service, and fix the problem.
For this scenario, we tried to make the process for our customers as
simple, and easy as possible: we have a contract with our courier (FedEx-
TNT) for returning the goods to us for service. In this case you just need
to pack the products in a box caring to fill the void spaces with the
necessary elements to prevent damage during transportation, close &
seal the box safely, and wait for the call of the courier driver. Although
not obligatory, we recommend you to keep the box of the product with
the original packaging material, it could make it easier for you if service
is needed. Please care to pack every content in the box, all accessories
you received with your light. Once you handled the box to the courier,
we take care about the rest for you: once the service of your product is
done, we send it back to you, or if the problem cannot be fixed, we send
you a new product.
All the above written are free of charge for you,
our company takes care about all the expenses during the warranty
period.
Basic warranty terms:
1.
Warranty period / scope
With the warranty, our company guarantees that the product does not
have any material or workmanship defects at the time of the purchase.
The warranty period varies between 1-3 years from the date of
WARRANTY TERMS
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Summary of Contents for Heliodor 5 Grey
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