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Warranty Policy

Warranty/Complaints Policy

Flash–Butrym sp. j.

The Warranty Policy specifies the standard warranty terms applicable to Flash–Butrym sp. j. brand products with its registered office in Skarbimierzyce 18, 72-002 Dołuje, purchased from a manufacturer or a business partner, an authorized distributor ("Seller/Seller"), in accordance with the confirmation or invoice.

This Warranty Policy is intended to supplement the applicable terms of sale in accordance with Dz.U.2023.0.1610, i.e. - Act of 23 April 1964 - Civil Code.

§1 WARRANTY CONDITIONS

Subject to the terms of this warranty policy, the Seller guarantees the following:

1. The finished imported products and FlashPRO will be free from defects in materials and workmanship under normal use of the products for a period of 24 (twenty-four) months from the date of purchase, with the exception of:

a) finished products designated by the Seller as a light source (bulbs, LED emitters, laser diodes) and batteries, transport boxes sold as packaging for head sets;

b) LED diodes with a power of at least 15W for a period of 90 (ninety) days.

2. Spare parts will be free from defects in materials and workmanship under normal use of spare parts for a period of 3 (three) months from the order. The Seller guarantees that it will be able to supply spare parts for finished products only for the warranty period specified in this Clause.

3. Used products certified by the Seller will be free from material and workmanship defects under normal use of such products for a period of 6 (six) months from purchase. No warranty will apply to used products that have not been certified by the Seller before sale. 4. The Seller leaves it to the Buyer to decide to extend the warranty period (+10% of the value of the finished product) by 12 (twelve) months for a fee, excluding §1 item 1a, 1b, 2, 3.

§2 WARRANTY PROCEDURES

1. Any warranty claims of the Buyer resulting from a defect in finished products or spare parts will be reported at the time of delivery in accordance with the terms of sale or, if the defect could not be detected during inspection of the products at the time of delivery, within 7 (seven) days of the discovery of the defect. Otherwise, the Buyer is deemed to have accepted the finished products or spare parts as free from defects. Warranty claims reported by the Buyer to the Seller after the expiry of the warranty conditions specified in §1 shall not be taken into account.

2. If any valid warranty claim is reported to the Seller in accordance with the provisions of §1 and approved by the Seller in writing (which consent shall not be unreasonably withheld), the Seller shall fulfill its warranty obligations in the following manner:

a) if it can be reasonably expected that the Buyer will be able to repair the defect, if necessary with the support of the Seller's Service, the Seller may fulfill its warranty obligations by sending the Buyer the necessary spare parts free of charge;

b) if the Buyer cannot reasonably be expected to remedy the defect, the Seller shall repair or replace the defective finished products or replacement parts, subject to the Buyer returning and thereby assigning to the Seller all rights of ownership to such finished products or replacement parts for which the Seller has initiated a warranty procedure.

3. The replacement products or replacement parts shall be:

a) equivalent or substantially similar to the finished products or replacement parts;

b) new, equivalent to new or reconditioned;

c) if none of the above remedies is commercially viable at the Seller's sole discretion, the Seller may instead elect to refund to the Buyer the net purchase price paid by the Buyer for the defective finished products or replacement parts, less any reasonable loss in value of such product or replacement parts.

4. The Buyer shall, within ten (10) days of the replacement of the defective finished products or replacement parts in accordance with the provision of §2 item 2a will ask the Seller whether to return such defective finished products or spare parts to the Seller or dispose of them. The Buyer may not return such finished products or spare parts to the Seller without the Seller's consent unless the Seller has given written consent to the return.

5. The Buyer shall assume all responsibility and costs of dismantling, removal, reinstallation, transport for the Seller in connection with the warranty claim, and the Seller shall assume all responsibility and costs of transport for the Buyer unless the warranty claim covers an area outside the EU.

6. Repair or replacement under warranty does not interrupt or extend the warranty terms.

7. Finished products under warranty must be delivered to the Flash–Butrym sp. j. service, Skarbimierzyce 18, 72-002 Dołuje together with:

a) original packaging;

b) warranty card;

c) proof of purchase (copy of VAT invoice);

d) service form (click here);

e) controllers, remote control, etc., purchased together with the device.

§3 EXCLUSIONS AND LIMITATIONS

1. The warranties contained in this document do not cover finished products or spare parts resulting from:

a) intentional removal of the serial number;

b) mechanical damage;

c) use contrary to its intended purpose;

d) normal wear and tear after the warranty has expired;

e) intentional or accidental damage, neglect, misuse or abuse;

f) flooding or moisture (products with a resistance class below IP44), lightning, storm, incorrect voltage, distortion, dust, dirt, corrosion or other external causes;

g) actions exceeding the specifications contained in the documentation provided to the Buyer;

h) use of spare parts that have not been authorized by the Seller or by connecting or integrating other hardware or software not approved by the Seller unless the Buyer provides the Seller with acceptable evidence that the defect or damage was not caused by the above; i) modification, repair or service by anyone other than the Seller who has not requested such modification, repair or service unless the Buyer provides the Seller with acceptable evidence that the defect or damage was not caused by the above;

j) use at temperatures below 10 degrees Celsius or above 30 degrees Celsius;

k) delivery of finished products to the service in an unassembled state (in parts);

l) failure to comply with the Seller's guidelines regarding storage, handling, transport, installation, testing, start-up, maintenance, service or use;

m) disclosure upon acceptance by the warranty service that they contain operating fluids and are clearly dirty.

2. The finished product or spare parts must be safely and reasonably:

a) stored in a dry place with protection against humidity for products with IP below 44;

b) transported, installed;

c) stored in transport crates and original packaging, taking into account thermal insulation, providing an appropriate level of cushioning and protection against vibrations, impacts and against the penetration of and against unfavourable environmental conditions.

§4 COMPLAINTS

1. The basis for accepting a complaint is the Buyer's presentation of proof of purchase of the finished product or spare parts (receipt or VAT invoice).

2. In the event of non-compliance of the finished product or spare parts with the agreement, the Buyer, after previously informing the Seller in writing, should return the complained product together with the completed Complaint Notification Form (click here).

3. The Buyer is obliged to submit any complaints related to the quality and quantity of the delivery in writing, within 7 (seven) days from the date of its receipt, under penalty of rejection of the claims by the Seller.

4. The Buyer is obliged to check the condition of the shipment and its contents in the presence of the courier. Only a protocol drawn up upon receipt of the shipment in the presence of the courier entitles the Buyer to submit a complaint in the form of shortages or damage to the Seller.

5. The Seller shall respond to the Buyer's complaint within 14 (fourteen) business days from the moment of return of the finished product or spare parts together with the completed Complaint Notification Form. In the event that the verification of non-conformity requires seeking the opinion of an expert or a representative of the Seller, the deadline for responding shall be extended by the time the Seller obtains such an opinion. The Seller shall immediately inform the Buyer of the situation by phone.

6. When the implementation of a justified complaint involves sending the Buyer a new finished product, spare parts or removing the non-conformity, the Seller shall bear the delivery costs.

7. Individual monitor settings, which may be the reason for distorting the product's colour, cannot be the basis for a complaint or return.

8. Transport boxes in which the head sets are packed are treated as original packaging, they do not constitute the subject of sale and cannot be the basis for complaints.

9. Cash on delivery parcels will not be accepted by the Seller.

10. The Buyer may obtain technical assistance in the matter of complaints at the e-mail address: serwis@flash-butrym.pl / customer-service@flash-butrym.pl or by phone: +48 786 840 459 (on working days: Mon. – Fri. 7:00 a.m. – 3:00 p.m.).

§5 GENERAL PROVISIONS

1. All approvals and certificates related to finished products apply to a single product, not to a group of products used together.

2. None of the guarantees contained in this document apply to finished products or spare parts that require periodic replacement by the Buyer, e.g. light bulbs, operating fluids. At the Buyer's request, the Seller will provide information on operating materials.

3. None of the guarantees contained in this document apply to the maintenance of the luminous flux of LED diodes or the maintenance of colors.

4. In the event of improper packaging of the finished product sent to the Seller's service, e.g. lack of original packaging, the company Flash–Butrym sp. j. before returning the serviced finished products, the Seller will repack them in a safe manner, e.g. in individual packaging, with the effect of charging the Buyer for the cost of repacking in the amount.

5. In the case of smoke, foam, bubble and snow machines, all operating fluids must be removed before shipment. Finished products delivered to the Seller's service should be cleaned of dirt and may not contain any operating fluids. Dirty devices with operating fluids will be serviced for an additional fee of 25 EUR net per product.

6. Finished products, to which the provisions of §3 have not been applied, will be repaired in the post-warranty mode, for a fee.

7. The Seller's warranty obligations and the limitations and conditions related to them will be regulated by the warranty policy and the terms of sale, unless the Seller has agreed otherwise in writing.

8. The warranty does not cover service storage by the Seller. In the event of failure to collect the finished product or spare parts from the Seller's service after 1 (one) month from the date of notification of the performed warranty or service repair (this also applies to the situation when the Buyer does not accept the repair conditions and does not collect the products), additional storage costs will be charged for each started month.

9. The cost of transporting finished products or spare parts sent to the Seller by the wholesale Buyer is covered by the Seller. All costs will be covered by the Seller only in the event that:

a. The Buyer sends a larger quantity of damaged products on a Euro-pallet with dimensions of at least 120x80x120cm;

b. The Buyer informs the Seller in advance about the need for collection;

c. the pallet contains only and exclusively products subject to warranty repair;

d. The Buyer has attached a correctly completed Complaint Notification Form (click here), number of forms = number of damaged products.

10. The Buyer shall not be entitled to any other remedies in connection with defective finished products or spare parts than the rights granted under the terms of sale and this Documentation.

11. Enforcement of the warranty does not affect or limit the conditions, rights and obligations arising from the sale except in the manner and to the extent specified in this Document.

12. The invalidity, unenforceability or illegality of any terms or provisions of this Documentation shall not affect the validity, enforceability or legality of the remaining terms and provisions of this Documentation and/or the applicable terms of sale, the rights of the Consumer.

13. In matters not regulated in this Document, the provisions of the Civil Code and other provisions of law shall apply.

§6 SERVICE SERVICE PRICE LIST

1. The rate per man-hour of the Seller's service is 45 EUR net.

2. Costs of fault diagnostics:

a) LED effects, LED PAR, LED strips, smoke generators, stroboscopes, lasers - 10 EUR net/pc.

b) LED beams, moving heads, scanners, light controllers - 20 EUR net/pc.

c) Architectural lighting, Follow Spot - 30 EUR net/pc.

3. In the case of finished products requiring service that are no longer covered by warranty, the Buyer is obliged to contact the Seller's service in advance by phone: +48 786 840 459 (on working days: Mon. - Fri. from 7:00 a.m. to 3:00 p.m.) or by e-mail: serwis@flash-butrym.pl to determine further steps.

Version: 02_02/01/2025

The Warranty/Complaints Policy is an integral part of the Flash-Butrym sp. j. Regulations.

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