Warranty and Return Terms
1. The warranty for eüra access control devices, hereinafter referred to as the "Product", is established by the manufacturer Eura-Tech Sp. z o.o. (INP 588 10 09 008, KRS 0000190941) located at Poland, st. Przemysłowa 35A 84-200 Wejherowo, hereinafter referred to as the "Guarantor" and is 24 months from the date of sale.
Terms and conditions of warranty repairs can be read here: https://www.eura-tech.eu/serwis-zgloszenie-napraw-gwarancyjnych-oraz-odplatnych-klientow-detalicznych,1,100
1.1. The Guarantor sells the Products through its official representative, KeelteTehnoloоgiad OÜ, reg. No. 14111335, GrandControl.ee online store, hereinafter referred to as the "Company Representative".
1.2. KeelteTehnoloоgiad OÜ is located at Pärnu linn, Jalaka 10-35, Estonia, 80019, hereinafter referred to as the "office" of the Representative's company.
2. Warranty for components (mechanical and electromechanical locks, etc.) for Products is established by KeelteTehnoloogiad OÜ, reg. No. 14111335 and is 12 months from the date of sale.
3. One or more goods purchased by one Buyer from the Representative’s company at the same time is called an “Order”.
4. The date of sale is determined/confirmed by a fiscal document - a payment order or an electronic check.
5. The guarantee for the Products is the Representative's company invoice together with a document confirming its payment.
6. By purchasing goods from the Representative's company, at the same time, the Buyer accepts all the conditions of this “Warranty and Return Conditions”.
Complaint procedure:
7. The complaint is sent to the e-mail address of the Representative's company GrandControl@mail.ee in free form, with the attachment of electronic/or photo documents entitling the warranty and photographs of the Product on which a unique number, warranty seals are visible and the absence of mechanical damage is recorded. Additionally, you need to describe in detail the type of technical or software defect with a video recording file/files attached.
7.1. The period for consideration of a complaint is up to 5 working days.
7.2. The results of the complaint review may lead to the following decisions:
7.2.1. Written technical consultation - for cases of erroneous installation or configuration;
7.2.2. Sending software to the Buyer's email address for a standard system update (for intercoms);
7.2.3. Send the faulty eüra product for repair to the Service Center Eura-Tech 35A 84-200 Wejherowo. Additional postage costs will be paid by the Representative company.
7.2.4. Replacement of a defective product with a working one, postage costs are paid by the Representative company. Along with the goods, the Buyer is obliged to transfer the TTLock, TTHotel, tuya account to the Representative company - a standard function of the mobile application. Replacement is carried out within a reasonable time;
7.2.5. If it is not possible to replace the defective product, its full cost will be returned within 3 working days from the date of actual return of the product by the buyer. Additional postage costs will be paid by the Representative company.
7.3. The Buyer is obliged, first of all, to resolve any technical and controversial issues with the Representative company.
7.4. In warranty cases, all organizational issues and expenses within reasonable limits for postal items are resolved by the Representative company.
Special conditions:
8. Under no circumstances is the Representative company obliged to compensate the Client for possible damages for violatio integrity, market value and consumer qualities of control items (doors, gates, gates) and installation sites (walls, doors, door frames, etc.) as a result of installation work.
8.1. The buyer has no right to demand a refund of lost profits and moral damages due to a defective product.
8.2. In the event of an unfounded complaint by the Buyer, the Service Center may recover diagnostic costs from the Representative's company. In turn, the Representative company has the right to demand reimbursement of expenses for diagnosing a defective product at the Service Center and postage costs from the Buyer. In this case, the Buyer is obliged to fully reimburse the specified costs to the Representative's company until the goods are returned to him from the Service Center, that is, within no more than 5 working days from the date of official notification by the Representative company by e-mail.
8.3. Failure to receive a spare product at the delivery service building or the Supplier's company office upon payment within 90 calendar days with the dates of notification of the buyer for delivery by any law will be considered as a free refusal of the goods when using the Representative's company. In this case, the Company Representative has the right to sell the product to cover the costs incurred or dispose of it.
Return of quality, defective goods
9.1 Product photographs are for illustrative purposes only and original products may differ from those depicted. The photographs shown cannot be used as a basis for claims. If there are any doubts regarding the specified product, before concluding a transaction, the Buyer must come to the office of the Representative’s company and inspect the product in person.
Products are considered to be of high quality if they comply
the sample provided at the Representative's company office or the description in the online store.
9.2 The Buyer has a 14-day right to withdraw from the transaction. After this period, return of defective goods is not possible. The 14-day right of return does not apply to Buyers who are legal entities.
9.2.1 The buyer has the right to return the goods in the event of a manufacturing defect. The buyer, who is a legal entity, must report the defective product within thirty calendar days from the date of payment.
To do this, the Buyer must write a Return Application in free form and send it by email to
GrandControl@mail.ee
with attached electronic (or photo) documents entitling the Guarantee, as well as photographs of the product showing a unique number, warranty seals and no mechanical damage. The photographs must necessarily show the absence of mechanical damage. The Buyer may contact the Representative's company office in person on a date and time by prior arrangement.The Representative Company is obliged to review Return Applications within 5 business days, following which it will either agree to return the goods or provide a justified refusal.
Mandatory conditions for returning goods are:
- no traces of installation and operation;
- eüra product is not verified with the smartphone;
- full factory equipment;
- the original packaging is intact and undamaged;
- in case of a manufacturing defect - a video recording file of a technical or software defect.
9.3. The return of goods, except in cases of defect, is carried out by the Buyer’s own forces or at his expense.
9.4. The Representative Company returns money for the goods, except in cases of defects, minus compensation for operating costs, which amount to 5% (five) percent. Reasonable postage costs will be borne by Representative.
9.4.1 In the event of a manufacturing defect, the Representative company will exchange the defective product for a new one. If the product is out of stock, the Representative company makes a refund of 100% of the full cost of the defective product. Reasonable postage costs will be borne by Representative.
9.5 It is not allowed to return the product if it is in full working order after installation work has been completed by the Buyer or the installer of the Representative company.
9.6 Money paid by the Buyer to the company to the Representative for properly completed installation work, programming of eüra products and accessories cannot be returned.
9.7 Under no circumstances is the official Representative obliged to compensate the Buyer for funds paid by him to third parties for installation, programming, and dismantling of goods.
9.8 After verification of the eüra product with a smartphone, its return and replacement is possible only in cases of manufacturing defects.
9.9 Disputes between the Buyer and the Representative company are resolved through negotiations. If the Company Representative refuses to satisfy the Buyer's complaint or the Buyer does not agree with the solution proposed to the company by the Representative and finds that his or her rights or interests have been violated, the Buyer may file a complaint with the Consumer Disputes Committee.
Other conditions
Other conditions that have arisen between the Buyer and the Representative company shall be settled through negotiations. If the Representative company refuses to consider the Buyer's complaint or the Buyer does not agree with the proposed solution and finds that his rights or interests are violated, the Buyer may file a complaint with the Commission (tarbijakaebuste komisjonile) for consumer disputes through the Department of Consumer Protection and Technical Supervision or to the court at the location of the Representative's company. Appeal to the Commission is free of charge for the consumer, and the value of the transaction must exceed 20 (twenty) euros. The buyer may file a complaint in person or through a representative. The data of the commission of the Consumer Protection and Technical Supervision Board are available on the website of the Consumer Protection and Technical Supervision Board, to resolve problems arising in the countries of the European Union, contact the European Union Consumer Advice Center (Euroopa Liidu tarbijate Nõustamiskeskusse).