Warranty and service

Go to failure reporting and get technical support

1. VIDIS SA with its registered office in Bielany Wrocławskie, ul. Logistyczna 4, 55-040 Bielany Wrocławskie, hereinafter referred to as the "Guarantor", grants a warranty for Defenzo brand products purchased and used within the European Union, hereinafter referred to as the "Product", provided it is used for its intended purpose, in accordance with technical capabilities, the user manual and all other technical documents provided to the buyer.
2. The Authorized Service for Defenzo brand Products is VIDIS SA Service, ul. Logistyczna 4, 55-040 Bielany Wrocławskie, to which the Product covered by this warranty should be reported and delivered. All repairs of the Products are carried out at the head office of the Authorized Service.
3. The beneficiary of the warranty is the entity that purchased the Product for its own use, hereinafter referred to as the "Buyer". The beneficiary of the warranty is not an entity that purchased the Product for commercial use, including in particular for its further resale.
4. The Buyer is obliged to immediately notify the Guarantor of the occurrence of a defect, however no later than within 2 days from the date of its detection. Failure to comply with the above obligations results in the loss of rights under the warranty.
5. All Defenzo brand products purchased and used within the European Union are covered by a door-to-door warranty.
6. The warranty is granted for a period determined by the Guarantor individually for each Product. Detailed information on the warranty period for Products is included in the Product cards available on the defenzo.pl website.
7. The warranty covers only hidden physical defects resulting from causes inherent in the Product.
8. The warranty does not cover defects caused by reasons for which the Guarantor is not responsible, in particular:
   1. mechanical damage not resulting from the production process, including in particular damage during transport and handling,
   2. damage or malfunction caused by improper use or abuse of the Product, negligence of the Buyer or using the product contrary to the user manual,
   3. damage resulting from actions or omissions of the Buyer or third parties,
   4. application of the Product contrary to its intended purpose,
   5. design errors of the installation, incorrect selection of the Product,
   6. incorrect installation, maintenance, storage and transport,
   7. damage caused by using non-original accessories or accessories inconsistent with the manufacturer's recommendations, as well as consumables and mounting materials,
   8. damage resulting from improper operation of the Product, in particular through the use of incorrect cleaning or maintenance agents,
   9. damage resulting from wear and tear of components subject to natural wear and tear,
   10. damage caused by accidental events (e.g. overvoltages in the power grid, incorrect supply voltage, connection of the Product to an ungrounded power socket) and force majeure (e.g. flood, fire, lightning, corrosion),
9. The warranty does not cover the packaging of the Product, parts subject to normal wear and tear, and consumables and parts.
10. The warranty does not cover activities performed by the Authorized Service such as: device configuration, cleaning and maintenance, periodic inspection. The listed services are performed for a fee.
11. The Buyer loses the rights under the Warranty if it is found that:
    1. any structural, technical, technological or assembly changes have been made to the Product,
    2. the structure of the Product has been violated as a result of action or omission of the Buyer, third parties or force majeure,
    3. any alterations, corrections and other modifications have been made to the Product,
    4. repairs have been carried out by entities/persons other than the Guarantor,
    5. tuning or repair of the Product has been performed by unauthorized persons,
    6. warranty seals have been broken,
    7. the Product is incomplete,
    8. serial numbers of the Product have been changed, removed or obliterated, making them unreadable.
12. Product defects will be removed by the Authorized Service within a period agreed with the Buyer, but no longer than 14 days from the date of delivery of the Product to the Authorized Service.
13. In the event of the need to order spare parts or perform an unusual repair, the Guarantor reserves the right to extend the period of defect removal by the Authorized Service; however, this time will not be longer than 30 days from the date of delivery of the Product to the Authorized Service.
14. During the warranty period, the Guarantor undertakes, in the first place, to remove the defect of the Product by repairing it. If repair of the Product is impossible, the Guarantor undertakes to replace the Product with one free of defects (new or another with comparable but not worse parameters in the absence of availability of the Product) or refund the paid price within 30 days from the date of delivery of the Product to the Authorized Service.
15. The warranty period for the Product is extended by the time of repair and is calculated from the day the Product is delivered to the Authorized Service until the day it is delivered to the Buyer after repair. In the event of replacement of the Product with a new one or another free of defects, the warranty runs anew for the entire replaced Product and is calculated from the day of its delivery to the Buyer. In the case of replacement of a part of the Product, the warranty runs anew only for that replaced part of the Product and is calculated from the day of delivery of the repaired Product to the Buyer.
16. Accessories included with the Products are covered by the same Warranty as the Product. The warranty does not cover mechanical damage to accessories and defects resulting from natural wear and tear.
17. The Guarantor is not obliged to provide the Buyer with a replacement product for the duration of the complaint procedure.
18. The exercise of warranty rights is made on the basis of presenting the proof of purchase of the Product and acceptance by the Buyer in the failure reporting form of the conditions contained in this Warranty.
19. The Buyer is obliged to report the defect of the Product using the failure reporting form.
20. After preliminary verification of the report, the Guarantor will attempt to solve the problem remotely, and then - if it is necessary to return the Product to the Authorized Service - will provide the Buyer with instructions for preparing the Product for shipment to the Authorized Service and order the pickup of the shipment from the shipping company.
21. In order to streamline the process of delivering the defective Product to the Authorized Service, the Buyer is obliged to mark the shipment with the RMA number assigned to the Buyer by the Authorized Service after reporting the complaint.
22. The Buyer is responsible for proper dismantling, packaging and securing of the Product for the time of transport to the Authorized Service. The Guarantor is not obliged to cover the costs of dismantling and purchasing materials allowing for proper securing of the Product.
23. Responsibility for organizing transport related to the handling of the complaint for the Product covered by the warranty, i.e. containing the dispatch of the Product by the Buyer from the place of its use to the Authorized Service, as well as the return of the Product after the completion of the complaint process to the place indicated by the Buyer, lies with the Guarantor.
24. Transport costs related to the handling of the complaint for the Product covered by the warranty, i.e. the cost of transporting the Product from the place of its use to the Authorized Service and returning the Product to the Buyer after the completion of the complaint process to the place indicated by the Buyer, are borne by the Guarantor.
25. The Guarantor reserves the right to charge the Buyer with the incurred costs of the complaint procedure if, after inspection at the Authorized Service, the Product proves to be functional or the damage is not covered by the warranty.
26. A defective Product which, by decision of the Authorized Service, has been replaced with a new or another copy, becomes the property of the Guarantor (this also applies to defective, replaced components and accessories).
27. This Warranty does not exclude, limit or suspend the Buyer's rights in the event of non-conformity of the sold item with the contract. The Buyer is entitled by law to legal remedies from and at the expense of the seller. The Buyer may exercise the rights arising from the non-conformity of the sold item with the contract independently of the rights resulting from the warranty.