Complaints

COMPLAINTS

  1. The user shall submit a complaint in writing immediately after discovering a defect or shortage of the goods to AYALA S.A., the company from which the product was purchased.
  2. The Customer Service Department will promptly confirm to the Buyer the acceptance of the complaint for consideration, and then, within 14 days, will notify the complainant of the outcome and method of handling the complaint.
  3. More extensive information on complaints is contained in the Complaint Procedure – Appendix No. 1 (available at: www.ayala.com.pl).
  4. Detailed information regarding quality complaints is contained in the Warranty Conditions – Appendix No. 2 (available at: www.ayala.com.pl).

Delivery Complaints

  1. Delivery complaints concern all irregularities related to the delivery of goods, and in particular: non-conformity with the confirmed order, condition of packaging, incorrectly issued invoice, etc.
  2. AYALA S.A. will always investigate the cause of any complaint, making efforts to eliminate its source, and in case of doubts, will act in the best interest of the Customer.
  3. In accordance with § 2.8 and § 2.9, the Customer is obliged to confirm receipt of the shipment and carefully check its condition immediately upon receipt in the presence of the courier. Any shortages or damage to the goods must be formally documented and noted on the waybill on the date of delivery.
  4. AYALA S.A. is not responsible for lost or damaged products delivered to the Customer if the fact of loss or damage to the product is not reported to AYALA S.A. in writing with the Carrier's signature on the day of delivery.
  5. AYALA S.A. is not responsible for losses resulting from damage during unloading, improper storage, incorrect transportation by the Recipient, and other events that may negatively affect the delivered goods.

Quality Complaints

  1. Quality complaints concern all doubts related to the quality parameters of the delivered products.
  2. Detailed information regarding quality complaints is contained in the Warranty Conditions – Appendix No. 2 (available at: www.ayala.com.pl).
  3. Complaints should be submitted in writing or by e-mail, attaching the proof of purchase (receipt, VAT invoice) and the warranty card, if issued.
  4. The Customer Service Department will inform the Recipient about the procedure and method of handling the quality complaint. Complaints will be processed within 14 days from the date of submission.
  5. AYALA S.A. is not responsible for defects or costs arising from using the product not in accordance with its specified conditions of use.
  6. The cost of delivering the claimed product to the service center is borne by the Complainant. AYALA S.A. does not accept cash-on-delivery shipments. In the case of large-sized goods, where delivery to the service center is difficult, AYALA S.A. individually determines their possible method of delivery and repair.
  7. The Buyer is obliged to keep the packaging for the warranty period.
  8. If the complaint proves to be unfounded, a fee for the service technician's call will be charged. Additionally, the customer will be charged for the service technician's travel expenses and an expert opinion fee.