Complaints Procedure
All undescribed procedures are governed by the relevant sections of the Commercial Code. Only paid parts can be accepted for complaints. PTV undertakes to provide information on the settlement of the complaint or its ongoing proceedings within 30 days.
A. New, unused goods:
1. Consumables and fast consumables (nozzles, seals, etc.)
PTV will accept the goods on the basis of precise identification of the delivery of goods (delivery note, invoice, etc.). The customer will hand over the goods with a description of the defect. PTV will check the correctness of use, or assembly of goods. If he does not find a defect, he will forward the complaint to the supplier, who will determine the form of compensation. The costs associated with transporting the part from the user to the manufacturer, if any, are borne by the user.
2. Other spare parts
PTV will accept the goods on the basis of precise identification of the delivery of goods (delivery note, invoice, etc.). The customer will hand over the goods with a description of the defect. PTV will check whether the part has not been used incorrectly or damaged by improper storage, transport, handling or intentional. If he does not find a defect, he will forward the complaint to the supplier, who will determine the form of compensation. The costs associated with transporting the part from the user to the manufacturer, if any, are borne by the user.
B. Used spare parts
1. Consumables and fast consumables (nozzles, seals, etc.)
PTV will accept the goods on the basis of precise identification of the delivery of goods (delivery note, invoice, etc.). The customer will hand over the goods with a description of the defect. PTV will check the correctness of use, or assembly of goods. If he does not find a defect, he will forward the complaint to the supplier, who will determine the form of compensation. If the supplier requests the sending of the claimed goods, PTV will inform the customer of this fact. The costs associated with transporting the part from the user to the manufacturer, if any, are borne by the user.
2. Other spare parts
PTV will accept the goods on the basis of precise identification of the delivery of goods (delivery note, invoice, etc.). The customer will hand over the goods with a description of the defect. PTV will check whether the part has not been used incorrectly or damaged by improper storage, transport, handling or intentional. If he does not find a defect, he will forward the complaint to the supplier, who will determine the form of compensation. The costs associated with transporting the part from the user to the manufacturer, if any, are borne by the user.
