INFORMATION ABOUT COMPLAINTS PROCEDURE CONCERNING PAK-HURT’S GOODS

1. GENERAL THOUGHTS

All the complaints should be reported by the Buyer, alternatively by the Receiver of the goods acting in behalf of Buyer, to Customer Service of Pak-Hurt Ltd. – the Supplier. The Complaint should be made in writing with “Complaint Protocol” and to be send via e-mail or fax. Complaints about the goods delivered by the Supplier should be reported immediately after finding a significant defect and no later than on the dates specified in point 2 of this information
“Complaint Protocol” should contain:

• Date and place of issuance
• Full name of the company
• Name and phone number of the person making the complaint
• Type and amount of goods, which are the subject of the complaint obligatory with number of invoice or other document of delivery and data from label of good (for example: production date and so on)
• Cause of complaint (comprehensive)
• Customer’s claims

Described procedure applies to every Buyer/Customers of Pak-Hurt Ltd. except for clients with whom Pak-Hurt Ltd. signed agreement which states other forms of complaints procedures.

2. TERMS AND CONDITIONS OF CONSIDERING COMPLAINTS

Complaints concerning the quantity and delivery will be considered within 14 days from receiving the Complaints Protocol by the Supplier.
The Buyer is obligated to check delivered goods in the presence of deliverer for:

• Quantity of collective packages and assortment against shipping document/list
• Damages or any other visible breakages (f.e. suffusions, smudges) of collective packages (cardboard boxes, plastic bags)

If mentioned above incompatibilities occur, client will be obligated to:

• Make an appropriate note on shipping document or other document of shipping (f.e. shipping list), get deliverer’s legible signature as a confirmation of incompatibilities
• Prepare protocol, which should contain, beside information mentioned in point 1 of this Information:
• Date of delivery
• Number of shipping note or other shipping document
• Details of the shipping company, car registration number
• Describe the incompatibilities or type of damage
  Customer is obligated to notify the Supplier about acknowledged problem immediately (just after noticing the issue), draw up and send proper documents within 7 days of delivery date.
  In the case of confirmation of the lack/surplus of the goods,transport damage by the employee of the customer and the person delivering the goods – the time of considering the complaint may be contractually shortened to 3 working days.
  In the lack of full set of required documents, particularly the lack of annotation of acknowledged problem on shipping list confirmed by the person who delivered goods, or Complaint Protocol received after 7 days from delivery date, complaints won’t be considered and any claim will be rejected.

2.2 Product quality complaints – will be considered within 14 days from delivery of samples of complained goods to the Supplier. This date can be extended if there is need of additional expertise.

After receiving the  goods, the Customer is obligated to check its quality as soon as possible. Acknowledged incompatibilities should be notified In written (email, fax) to the Supplier within 14 days of the delivery. Complaints reported after this date will be taken under consideration only if the defects have hidden character and there was no possibility to acknowledge them at the moment of delivery. The Supplier takes the responsibility for hidden defects but no longer than 90 days from the date of  last delivery.
In a case when the customer processes received goods, uses it as a packaging or intermediate goods for further production, he is absolutely obliged to check its quality and compliance with the order. The Supplier shall not be liable for any resulting and potential Customer losses resulting from the use of defective goods.
In the event of a partial or total defect in the quality of the product, the customer is obliged to report this fact immediately after it has been confirmed, preferably by telephone to the representative of the Supplier of the Pak- Hurt Sp. z o.o., and then prepare a written complaint report, deliver it via email/fax to the Supplier and provide samples of the product being complained about (the cost of delivery is agreed bilaterally).
Subsequently, the Customer should leave complained goods in the original packaging at the disposal of the Supplier, who undertakes to collect it at his own expense and carry out the complaint procedure as soon as possible.
If the complaint is accepted the Supplier undertakes to exchange the product free from defects within 3 business days from the date of acknowledgment of the complaint in the event that Supplier has such a stock in warehouse or to issue a correcting document by the amount equal to the amount of defective goods received from the Customer.
The supplier is responsible for the delivered goods to the value of their price.
Quality complaint will be considered only if terms and conditions of present Information are preserved.
A product whose quality has been lowered by the customer, e.g. bad storage and improper use – is not subject to the complaint (conditions for proper storage, see point 3)

2.3 Complaints concerning product prices and faulty Shipping lists or invoices – the Customer is obligated to report this fact in form of Complaint Protocol within 3 days of date of issue or receiving faulty document. It will be considered within 3 working days.

3. STORAGE CONDITIONS

We’d like to inform that our products remain their performance parameters if they are stored at room temperature, 17 – 32 degrees Celsius. Because of foil physical properties we will not take responsibility for our products if the packaging takes place in too low or too high temperatures.
Long-term exposing to bad weather conditions (frost, sunlight)  is unacceptable. Goods should be kept indoors, in clean and dry space in temperature from 17 to 32 degrees Celsius in distance of at least 1.5 m from heating installations and heating apparatus.
In case when the goods were stored at lower than room temperature, before use they should be stored in room temperature at least for 48 hours.
Additional requirements which is resistance to low or high temperatures should be clearly said in order.

4. CLOSING REMARKS

The Customer can’t refuse to receive the ordered goods and to send it back to PAK-HURT Ltd. Without signing additional agreements in writing form.
The Customer can’t make any changes on shipping list and any other document of received goods without reporting it to PAK-HURT Ltd.
Delivery terms and conditions are specified differently to every customer. If there’s no other agreements on this matter, it can’t be the subject of complaint.
This information fulfills the role of general contractual terms within the meaning of the Civil Code. In matters not covered by the provisions of the Civil Code and other acts of the Commercial Law – current and applicable in the Republic of Poland.
In case of any disputes and/or disagreements under this Information or in connection with its fulfillment, the parties will take all measures to find the solution by negotiations.