Complaints and objections
In general
Our company is at your disposal even after the purchase. In order to quickly and efficiently find out everything related to warranty and complaints, we will highlight the most important information on this page. If you have additional questions, please contact us by e-mail: info@nos.hr .
We try to ensure that the entire process, from the collection of the defective item to the return of the repaired/replacement item, passes with as few possible difficulties as possible, and that the process takes as little time as possible for the client.
Replacement of parts before checking for possible defects is not possible. Complaints sent via parcel distribution must be properly packed in cardboard packaging. All improperly packed complaints, or those with visible mechanical damage during transport, will not be accepted by NOS. Such complaints will be returned to the sender at his expense.
What is a warranty?
The warranty is the right of every customer, and it is given on the purchased goods.
The guarantee, i.e. the right to realize the guarantee, is one of the fundamental rights of consumers. The consumer's right to exercise the warranty begins immediately upon receipt of the purchased goods and the issued invoice. The invoice is equivalent to a sales contract, and automatically activates the rights and obligations arising in the merchant/customer relationship related to the purchased goods.
After sending/handing over the device in order to fulfill the warranty, the device is received at our company's premises and handed over to the service for diagnostics. It is not possible to replace parts before checking the correctness of the device. The service staff will contact the customer by phone or e-mail to inform them whether the defect in the device is covered by the warranty.
It is not possible to pick up a replacement item without the corresponding complaint form issued by the service staff when receiving the goods.
I ask you to read in detail the instructions related to the implementation of the guarantee, so that the process will take place with as few difficulties as possible.
Complaints addressed to courier services
In order for the return of the claim to go smoothly, please follow the following instructions:
a) Pack the goods in a cardboard box, so that the possibility of damage during transport is minimal.
b) Enclose all the accessories you received with the item.
c) It is recommended that you highlight the potential fragility of the item or any information if it is a sensitive package in a visible place before transport.
d) Attach a copy of the invoice with the shipment and mark additionally which of the items from the invoice you are sending. Send the package completed in this way to the address:
Complaints
US
Almeria Center, Vukovarska 284/D
10,000 Zagreb
If you have additional questions regarding the return of items regarding the complaint, you can contact us by e-mail: info@nos.hr .
Cases not covered by the warranty
The warranty is not valid in the following cases:
– Damages and malfunctions caused by unprofessional and improper handling.
– Damage caused by improper handling, such as connecting the device to energy sources that are not prescribed in the instructions for use, and using the device in unforeseen conditions (increased percentage of humidity, high and low temperatures). Example: connecting the device to unexpected voltage sources can lead to damage to the device, melting of individual parts, and the creation of noticeable damage that is not covered by the warranty. Also, using the device in rooms with inappropriate temperature and humidity creates condensate that can lead to component failure.
– Damages and malfunctions caused by unauthorized repair of articles and devices and repairs by unauthorized third parties.
– Various types of damage caused during transport due to inappropriate product packaging. If there was damage during transport, we will notify you as soon as possible, so that you can contact the transport service and inform them about the problem. The safety of the defective item during transport is your responsibility, we assume responsibility at the time of receipt of the product.
Damage in transport
Despite the careful packaging of items, there is always the possibility of damage during transport. We recommend that you pay attention to the following when picking up the shipment:
- When picking up the shipment, look closely to see if the carton is damaged or opened.
– Inspect the adhesive tape used to seal the package, and check if it is damaged.
– Inspect the contents of the shipment immediately. If you notice defects, immediately report them to the delivery person and to us.
Report all possible damages and defects to us as soon as possible. The speed of the report is crucial so that we can forward the problem to the responsible people. We adhere to the deadline set for the application, and in case of delay, we are unable to submit a claim for compensation. The application deadline is 24 hours after receiving the package. We undertake that you will be promptly notified of any damage that occurs when you send items to our store. Irregularities that arise during transport can be reported to us by e-mail at info@nos.hr .
