Povrat i jamstvo

1. Purpose

This policy sets out the procedure for handling warranty claims, transit damage claims and product returns for goods supplied by Ostrel Group Ltd.

This policy operates alongside and is subject to the Ostrel Group Ltd Uvjeti prodaje. In the event of any inconsistency between this policy and the Terms and Conditions of Sale, the Terms and Conditions of Sale shall prevail.

2. Scope

This policy applies to goods supplied by Ostrel Group Ltd in business-to-business transactions only.

It does not apply to consumer sales.

3. Warranty Basis

Ostrel Group Ltd acts as a distributor and is not the manufacturer of the goods supplied.

Goods supplied by Ostrel Group Ltd are subject only to the warranty provided by the original manufacturer, where such warranty exists.

Ostrel Group Ltd does not provide an independent product warranty and does not guarantee the performance of any manufacturer warranty.

Where a warranty claim arises, Ostrel Group Ltd may, at its discretion, assist the Buyer in submitting the claim to the manufacturer or authorised repair centre.

4. Warranty Exclusions

Warranty claims will not be accepted where any defect, fault or damage arises from:

a) incorrect installation
b) incorrect wiring, assembly, configuration or commissioning
c) incorrect system design, engineering calculations or protective coordination
d) failure to follow manufacturer instructions or applicable standards
e) misuse, improper operation or abnormal use
f) unauthorised modification, repair or tampering
g) power surges, lightning, overvoltage, short circuit, arc fault or other electrical fault conditions within the wider system
h) environmental damage including water ingress, contamination, corrosion, vibration, excessive heat or unsuitable operating conditions
i) normal wear and tear
j) consumable parts or routine maintenance items

Responsibility for system design, installation, commissioning and suitability of the goods for the intended application rests solely with the Buyer and/or the Buyer’s appointed engineers, contractors or installers.

5. Returns Authorisation

No goods may be returned without prior written authorisation from Ostrel Group Ltd.

The Buyer must obtain a Returns Authorisation (RA) number before returning any goods.

Requests for an RA number must be submitted in writing and include, where applicable:

a) product description
b) model number
c) serial number
d) invoice number
e) delivery date
f) description of the fault or issue
g) supporting photographs or documents reasonably requested by Ostrel Group Ltd

Returns sent without a valid RA number may be refused, rejected or returned at the sender’s cost.

6. Return Conditions

Returned goods must:

a) quote the RA number clearly
b) be securely packaged to prevent damage in transit
c) be returned in accordance with any instructions issued by Ostrel Group Ltd
d) be returned at the sender’s cost unless otherwise agreed in writing

Goods which have been installed, wired, energised, commissioned, modified or used may not be eligible for return unless a manufacturing defect is confirmed following inspection and testing.

7. Evidence of Defect

Ostrel Group Ltd may require the Buyer to provide reasonable evidence in support of a warranty claim before authorising the return of goods, particularly where the goods have been installed or energised.

Such evidence may include:

a) photographs of the installation
b) wiring diagrams
c) commissioning records
d) protection settings
e) fault reports
f) maintenance records
g) any other relevant technical information

Where sufficient supporting evidence is not provided, Ostrel Group Ltd may decline the return request.

8. Inspection and Testing

All returned goods will be inspected and, where appropriate, tested to determine whether a defect exists and whether the claim falls within the applicable manufacturer warranty.

If the product is confirmed to be defective and covered by the applicable warranty, Ostrel Group Ltd may, at its discretion and subject to the manufacturer’s procedures and remedies:

a) repair the product
b) replace the product
c) issue a credit note

Ostrel Group Ltd shall not be responsible for diagnosing faults arising from the design, installation, configuration, operation or maintenance of the Buyer’s wider electrical system.

9. Installed or Energised Equipment

Products that have been installed, wired, energised, commissioned or integrated into an electrical system shall be treated as accepted by the Buyer unless a manufacturing defect is subsequently confirmed through inspection and testing.

Where goods have been installed or energised, warranty claims may be accepted only where the defect is clearly attributable to a manufacturing fault.

Damage or failure resulting from installation practices, wiring errors, commissioning procedures, incorrect settings, unsuitable application or wider system conditions shall not be treated as a product defect.

10. No Fault Found

Where returned goods are found not to be defective, or where the reported issue results from installation error, configuration error, incorrect application, misuse or external system conditions, the return will be classified as No Fault Found (NFF).

In such circumstances, Ostrel Group Ltd reserves the right to charge the Buyer reasonable costs for:

a) inspection
b) testing
c) handling
d) storage
e) return transport

The goods may then be returned to the Buyer at the Buyer’s cost.

11. Non-Warranty Returns

Returns requested for reasons other than product defect may be accepted only at the discretion of Ostrel Group Ltd.

Any such return may be subject to:

a) restocking charges
b) inspection fees
c) repackaging costs
d) return shipping costs

Products that have been installed, modified, energised or used are generally not eligible for non-warranty return.

Bespoke, special-order, non-stock or made-to-order goods are not returnable unless defective.

12. Transit Damage

Any visible transport damage, shortage or incorrect delivery must be reported to both the carrier and Ostrel Group Ltd in writing within 48 hours of delivery.

The report must include photographs and any relevant delivery or carrier documentation.

Failure to report transport damage or shortage within this timeframe may prevent recovery from the carrier and may result in the claim being rejected.

13. Remedies

Where a valid claim is accepted, Ostrel Group Ltd may, at its sole discretion and subject where applicable to manufacturer remedies:

a) repair the goods
b) provide replacement goods
c) issue a credit note
d) issue a refund

Any credit or refund shall not exceed the original net purchase price paid for the goods in question.

Repair, replacement, credit or refund shall be the Buyer’s sole and exclusive remedy in respect of any accepted claim.

14. Limitation of Liability

Ostrel Group Ltd’s total liability under this policy shall not exceed the original net purchase price of the goods in question.

Ostrel Group Ltd shall not be liable for:

a) installation costs
b) removal costs
c) reinstallation costs
d) labour costs
e) access equipment costs
f) commissioning costs
g) testing costs
h) project delay
i) liquidated damages
j) contractor backcharges
k) loss of profit
l) loss of business
m) loss of contracts
n) consequential or indirect loss

Nothing in this policy excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability which cannot lawfully be excluded.

15. Record Keeping

Warranty and return cases may be logged and retained by Ostrel Group Ltd for quality assurance, traceability, audit, compliance and product safety purposes.

16. Governing Law and Jurisdiction

This policy shall be governed by and construed in accordance with the laws of England and Wales.

Any dispute arising out of or in connection with this policy shall be subject to the exclusive jurisdiction of the courts of England and Wales.