Complaints

Guarantee and servicing

 
Some of the products sold through our store carry a manufacturer’s guarantee. If a fault is discovered in equipment covered by a guarantee, contact our nearest servicing point as indicated on the guarantee card or on the manufacturer’s website. This is a very fast process which enables equipment to be restored to working order in as short a time as possible.

NB: please retain your proof of purchase (till receipt or invoice) and the original packaging throughout the period of the guarantee – these are required when reporting faults.

 

Complaints

 

Before accepting a package, always check that it has not been damaged in transit. If the packaging carries visible external damage, we advise that you refuse delivery of the package and then contact us by e-mail shop@elbox.com.

After paying the CoD charge and acknowledging receipt of the package, you can open it in the presence of the courier – if discrepancies are found, a protocol is drawn up which can later be used as a basis for a customer complaint.

If the goods purchased turn out to have manufacturing defects or to differ from their description, please follow the complaint procedure described below:

  1. Send the defective product to us, enclosing a written declaration, in which you describe in detail the reasons for returning the product, the form of compensation, and the return address and account number for a refund (depending on the decision taken by the store).
  2. Within 14 days of receiving the item we will notify you by e-mail or telephone of the result of the complaint procedure.
  3. If the complaint is accepted, within 7 working days of the date of the decision we will compensate you for the costs you have incurred by repairing the defective product, sending a new replacement or refunding your money.
  4. If the complaint is declined, we will send you detailed reasons for the decision and will return the product to you within 14 working days at our cost.

 

If you have any queries, please contact us by e-mail at shop@elbox.com or by telephone on +48 570470002. We will advise you as to how to resolve customer complaints quickly and without problems.

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