Complaints Procedure

of AG-FOIL BOHEMIA s.r.o.

1. The Complaints Procedure of AG-FOIL BOHEMIA s.r.o., Bratislavská 3082, 690 02 Břeclav, Company ID No. 26955261 (hereinafter referred to as the supplier), together with the General Terms and Conditions (GTC), forms an integral part of every purchase contract or binding order replacing a purchase contract.

2. The Complaints Procedure sets out the main principles of supplier-customer relationships in cases of customer complaints or claims concerning products supplied under the terms agreed in the contractual relationship.

3. The warranty period for all supplier’s products (self-adhesive labels, thermal transfer foils, etc.) is 12 months from the date of manufacture, as indicated on the product or its packaging.

II. Basic Principles of Complaints

1. The buyer is obliged to inspect the product (goods) upon delivery and confirm receipt on the Delivery Note (hereinafter referred to as DL) or a carrier’s document replacing the delivery note (e.g., a shipping list). Any immediately detected discrepancies in the product (regarding quality, quantity, packaging, etc.) must be recorded by the buyer in the same documents (including the date of the record and identification of the person making the entry, with a signature). In justified cases, when a discrepancy clearly prevents the intended use of the product, the buyer may refuse to accept such a delivery. The reason for refusal must be clearly recorded in the aforementioned documents.

2. If the buyer discovers a discrepancy after accepting the product, they must notify the supplier in writing immediately and ensure appropriate storage of the claimed product so that its quality is not negatively affected. The product must remain available for further complaint proceedings and supplier assessment, in accordance with AG-FOIL BOHEMIA s.r.o.’s General Terms and Conditions.

3. Unless otherwise agreed, the basic requirement for lodging a complaint about product discrepancies (defects) is to submit (deliver) the entire claimed quantity of the product in its original packaging, with the original identification markings (lot number or serial number) of both the packaging and the products themselves (identification labels or inspection slips, depending on the product type) for assessment, along with a written complaint notification to the supplier.

The buyer shall use the supplier’s Complaint Report form, which is an annex to this Complaints Procedure and is available for download at: https://www.agfoil.cz/wp-content/uploads/2024/12/Reklamacni-protokol-web.pdf .

In exceptional cases, another record of nonconformity/complaint may be submitted, but it must contain at least the following information:

• Organization, contact person (phone, email)
• Supplier’s item code and/or buyer’s internal item code
• Name of the claimed product item
• Quantity claimed
• Buyer’s order number
• Supplier’s delivery note/invoice number
• Supplier’s production order number (indicated on the product/lot number)
• Reason for the complaint

The supplier reserves the right to reject products without original identification markings from the complaint procedure.

4. The complaint process (nonconformity procedure) is initiated by the supplier only on the day when the written complaint notification and the claimed product are both physically available for assessment. The supplier will inform the buyer in writing of the outcome within the time limits specified below.

5. When assessing nonconformities in the complaint procedure, the supplier relies exclusively on the parameters agreed in the supplier-customer relationship—contract or order—and in accordance with the supplier’s General Terms and Conditions. The supplier also considers the technical and technological capabilities of the chosen production technology and the conditions under which the supplier-customer relationship was established.

6. Complaints submitted after the expiration of the warranty period stated in point I.3 above, or complaints where the buyer does not provide the claimed product for assessment, fails to cooperate in resolving the complaint, or where the product’s manufacturing date cannot be identified, will not be accepted.

III. Complaint Submission Procedure

1. The buyer shall notify the supplier of the detected nonconformity by phone and subsequently in writing by sending a completed Complaint Report in accordance with point II.3 above.

2. The buyer is obliged to agree in advance with the supplier on the method of returning the claimed product or providing its samples. The primary criterion for this agreement is the minimization of costs associated with this process.

3. The buyer shall provide the necessary cooperation in returning the claimed product or ensuring and delivering samples proving the product’s nonconformity.

4. The supplier will assess the claimed nonconformity and determine the validity of the complaint as soon as possible, provided the conditions set out in Chapter II above are met. The supplier will notify the buyer of its decision in writing.

IV. Unjustified Complaints

1. If, upon assessment of the claimed defect, the supplier determines that the complaint is not justified, it shall inform the buyer in writing.

2. If the claimed product is at the supplier’s premises, it will be returned to the buyer’s original address. In this case, the supplier is entitled to charge the buyer for transportation costs related to the return of the claimed product.

3. The product was damaged during transport (any visible damage to the goods or packaging must be addressed immediately with the carrier).

4. The product was damaged due to improper installation, handling, or operation contrary to the user manual (if applicable).

5. The product was used under conditions that did not comply with the parameters and requirements specified in the documentation (if applicable).

6. The product was damaged due to natural elements.

7. The product was damaged due to excessive stress or use contrary to the conditions specified in the documentation (if applicable).

8. The product was damaged because of being connected to an electrical network that does not comply with the relevant ČSN standards.

V. Justified Complaints

1. Remediable Defects

If, upon assessing the claimed defect, the supplier determines that it is a remediable defect, the buyer has the right to have it repaired free of charge within a period agreed upon with the supplier.

2. Irremediable Defects

If the supplier determines that the defect cannot be remedied and prevents the intended use of the product, the buyer has the right to a replacement (substitute performance) within a period agreed upon with the supplier or the right to withdraw from the contract.

3. Discrepancy in Accompanying Documentation (Invoice, Delivery Note, Shipping Note) and Product Delivery

If the buyer identifies any discrepancy between the invoice/delivery note/shipping note and the actual delivered product (in type or quantity), they must contact the supplier in writing as soon as possible, and the supplier will promptly correct the issue.

VI. Complaint Handling

1. The buyer is informed of the outcome of the complaint process by phone, followed by a written statement specifying how the complaint was resolved. In cases where corrective or preventive measures are taken to prevent recurrence due to a justified complaint, the buyer has the right to be informed about them.

2. The supplier informs the buyer of the complaint resolution outcome no later than 30 days after receiving the complaint record (Complaint Report) and the claimed product for assessment, unless another deadline is agreed upon by both parties. If the buyer does not provide the necessary cooperation during the complaint process or if other unforeseeable circumstances arise that the supplier cannot influence, this period may be extended accordingly. The supplier will inform the buyer of such reasons.

VII. Complaint Regarding Products Damaged During Transport

1. In the case of visible damage to the product during transport, the buyer shall proceed according to point II.1 above.

2. The buyer shall, to the best of their ability, secure evidence (photographic documentation, damaged product, packaging, etc.) of the damage caused by the carrier and provide it to the supplier.

VIII. Final Provisions

1. This Complaint Procedure becomes effective on December 30, 2015, and is valid indefinitely. The supplier reserves the right to amend this Complaint Procedure.

 

Břeclav

December 12, 2015

Mrva Patrik – executive director of the company