The user shall file a complaint immediately after their occurrence in the commercial unit where the product was purchased. In the event of liquidation of the commercial unit during the warranty period, the complaint shall be accepted by AYALA SA
The Customer Service Department will immediately confirm receipt of the complaint for consideration and then notify the entity submitting the complaint of the result and method of its consideration within 14 days.
Delivery complaints
Complaints about deliveries concern all irregularities related to the delivery of goods, in particular: non-compliance with the confirmed order, the condition of packaging, an incorrectly issued invoice, a defect in the goods revealed immediately after delivery, etc.
In the event of a complaint regarding a defect discovered immediately after delivery, the logistic costs of handling the complaint shall be borne by the Seller.
AYALA SA will each time investigate the cause of a possible complaint, making efforts to eliminate its source, and in case of doubts will always act in the interest of the Ordering Party.
The ordering party, in accordance with §2.8 and §2.9 of the General Terms and Conditions of Sale of AYALA SA, is obliged to confirm receipt of the shipment and carefully check its condition immediately after receiving it in the presence of the courier. Any shortages or damage to the goods must be recorded in a protocol and noted on the transport document on the day of delivery.
AYALA SA shall not be liable for any lost or damaged products delivered to the Customer unless the fact of loss or damage to the product is reported to AYALA SA in writing and signed by the Carrier on the day of receipt of the delivery.
Quality complaints
Quality complaints concern all doubts related to the quality parameters of the delivered products. Detailed information on quality complaints is included in the Warranty Terms - Annex No. 2 to the General Terms and Conditions of Sale (available on the website: www.ayala.com.pl).
Complaints should be submitted in writing or by e-mail by completing the appropriate form, attaching the proof of purchase (receipt, VAT invoice) and warranty card, if issued.
The Customer Service Department will inform the Recipient about the procedure and manner of handling a quality complaint. Complaints will be handled as soon as possible.
AYALA SA shall not be liable for any defects or costs resulting from the use of the product contrary to its conditions of use.
The costs of delivering the product complained about to the service center are borne by the Claimant. AYALA SA does not accept cash on delivery. In the case of large-sized goods, the method of delivery of which to the service center is difficult, AYALA SA individually determines their possible method of delivery and repair.
The buyer is obliged to retain the packaging for the warranty period.
If the complaint is found to be unjustified, a service call fee will be charged. Additionally, the customer will be charged the cost of the service technician's travel and the fee for the expertise.
