Returns and Complaints Policy

1. Purpose

1.1This policy explains how a business customer ("Buyer") reports a problem with goods delivered by IPF Industry s.r.o. ("IPF"), and when goods can be returned. It supplements IPF's General Terms and Conditions of Sale. Where the two differ, the General Terms and Conditions of Sale prevail.

2. Transport damage

2.1Please inspect every shipment on delivery. If the packaging or goods are visibly damaged, have the damage recorded on the carrier's delivery document, or refuse the shipment.

2.2Report the damage to IPF within 2 working days of delivery, with photographs of the packaging, the shipping label and the damaged goods. IPF will then handle the claim with the carrier.

3. Defective, missing or wrong goods (complaints)

3.1Report missing or wrong items, and defects detectable on inspection, within 14 days of delivery. Report a hidden defect without undue delay after you discover it, and no later than 6 months after delivery.

3.2Send the complaint by e-mail to your sales representative or to sales@ipf-industry.com. Include:

• the order or invoice number;
• the product code and the quantity affected;
• a description of the defect and when it appeared;
• photographs, and for a part used in operation, the equipment and settings it was used with.

3.3IPF registers the complaint and confirms receipt by e-mail. IPF may ask for the goods, or a sample of them, to be sent back for examination. Do not return goods before IPF asks for them.

3.4IPF examines the cause of the problem. If the complaint is justified, IPF will, at its choice, replace the goods, grant a price reduction (normally as a credit note), or refund the price against return of the goods. If the complaint is rejected, IPF gives its reasons in writing.

3.5IPF aims to decide on a complaint within 30 days of receiving it complete. Where further technical examination is needed, IPF will tell you if more time is required.

3.6The cost of returning goods for a justified complaint is borne by IPF.

4. What is not covered

4.1Normal wear of consumable parts, such as nozzles, electrodes, shields and swirl rings, is not a defect.

4.2Damage caused by incorrect installation, use outside the equipment manufacturer's operating parameters, improper storage, or modification of the goods is not covered.

5. Returning goods that are not defective

5.1There is no general right to return goods that are free of defects. IPF may agree to take back goods as a goodwill gesture. Ask your sales representative before sending anything back; IPF does not accept returns it has not agreed to.

5.2If IPF agrees to a return:

• the goods must be unused, undamaged and in their original, unopened packaging;
• the return request must be made within 14 days of delivery;
• the Buyer bears the cost of the return shipment;
• IPF issues a credit note once it has received and checked the goods, and may reduce it by the cost of bringing the goods back to saleable condition.

5.3Goods ordered specially for the Buyer, made to the Buyer's specification, or used cannot be returned unless they are defective.

6. Contact

6.1Complaints and return requests: your sales representative, or sales@ipf-industry.com.

6.2Delivery questions: logistics@ipf-industry.com.