Warranty terms

This is a translation for information. In case of any discrepancy, the Bulgarian version prevails.

Terms of the limited commercial warranty for goods intended for professional, commercial or business use, purchased from Velox Ltd.

I. Scope of the warranty

1. This document sets out the rules for making warranty claims for goods purchased from Velox Ltd. (the Supplier) and intended for professional, business and/or commercial activity by buyers who are not consumers within the meaning of § 13 of the Additional Provisions of the Bulgarian Consumer Protection Act (the Buyers), as well as the rules for resolving such claims at the Supplier’s expense.
2. These warranty terms apply to new and used goods purchased from the Supplier for which a warranty card has been issued and a warranty period granted, and which are not intended for resale to third parties in their original, processed and/or modified form, regardless of who those third parties are, and to goods not intended for any use other than professional, commercial and/or business use.
3. These warranty terms do not apply to purchases of software products, consumables, batteries, chargers, devices with a limited life cycle, hand tools, or goods sensitive to electromagnetic and/or ionising radiation.

II. General provisions

1. The Buyer may make a claim if the goods do not conform to the sales contract by asking the Supplier, within the period stated on the warranty card, to bring the goods into conformity with the sales contract at the Supplier’s expense.
2. The warranty period starts on the date the goods are handed over to the Buyer, whether or not the price has been paid.
3. The warranty period is suspended while a claim is being resolved.
4. To resolve a claim, the Buyer may choose between repair of the goods and replacement with goods of the same model or the same functional characteristics (at the Supplier’s discretion), unless the chosen remedy is disproportionate compared with the other and/or results in higher direct and/or additional costs for the Supplier.
5. A claim is resolved within 30 days of the date it is made. The Supplier is not liable for delays caused by third parties, including but not limited to manufacturers, distributors, authorised service centres and postal operators; in such cases the 30-day period is suspended.
6. The period for resolving a claim starts on the date the goods are received at the Supplier’s address.
7. The costs of transporting and shipping the goods in connection with making and resolving a claim are borne by the Buyer.
8. The acceptance and resolution of claims are recorded in a handover protocol signed by both the Supplier and the Buyer.
9. Where goods are delivered by a postal operator, refusing to accept the delivery does not count as a claim.

III. Making a claim

1. If the goods do not conform to the sales contract, the Buyer must notify the Supplier in writing, stating:
   • the type, brand, model and serial number of the goods;
   • what the non-conformity consists of;
   • the date on which the non-conformity was discovered;
   • the preferred way of resolving the claim;
   • the Buyer’s name, address, telephone number and email address for contact.
2. To make a claim, the Buyer must deliver and/or ship the goods at the Buyer’s own expense to: Office A22, floor +1, 51 Aleksandar Malinov Blvd., Sofia, Bulgaria.
3. When making a claim, the Buyer must present a document proving the purchase and the original Velox Ltd. warranty card, duly completed and stamped.
4. When shipping the goods, the Buyer must pack them in the original packaging or in packaging that gives equivalent protection in transport, and take the care needed to prevent mechanical damage during shipping.

IV. Exclusions and limitation of liability

1. Where the operating instructions require it, the Buyer must carry out preventive maintenance of the goods in accordance with the requirements of the manufacturer and/or the Supplier.
2. Claims for missing items and/or visible external defects can only be accepted at the time of purchase.
3. Claims for visible external defects that do not affect the functionality of the goods can only be accepted for new goods.
4. Claims are not accepted for goods for which a valid warranty card stating the warranty period has not been issued and/or presented together with a document proving the purchase.
5. Warranty service may be refused in the following cases:
   • there is noticeable mechanical, thermal and/or other damage or deformation to the body and/or components of the goods;
   • the operating instructions and/or the manufacturer’s guidance have not been followed;
   • the serial number is missing, illegible, altered or does not match the one on the warranty card;
   • the warranty stickers on the goods have been broken;
   • mechanical and/or electronic components are missing or have been replaced;
   • there is evidence of any attempt at repair and/or interference with the goods by persons not authorised by the Supplier, whether the repair concerned another defect or the defect that is the subject of the claim;
   • the non-conformity is caused by faults in the power supply, power surges, lightning and/or similar events, and/or the goods were connected to non-standard power supplies or supplies that do not meet the operating instructions and/or the manufacturer’s specifications;
   • the non-conformity is caused by overheating and/or overcooling of the goods and/or exposure to temperatures outside the range of +10 to +25 °C;
   • the non-conformity is caused by use, transport or storage of the goods outside a relative air humidity range of 20% to 80%;
   • the goods are operated without a UPS (uninterruptible power supply) and in a room without cooling;
   • the goods were not shipped and/or delivered to the Supplier in the original packaging;
   • the non-conformity is caused by improper transport and/or storage (outside the original packaging and the manufacturer’s transport instructions);
   • the non-conformity is caused by exposure of the goods to dust, liquids, abrasive and/or aggressive substances, electromagnetic radiation or other harmful influences;
   • the non-conformity is caused by natural disasters, accidents and/or force majeure;
   • the non-conformity is caused by the use of non-standard, unsuitable or non-original components, non-standard and/or non-original consumables, non-original chargers and/or similar;
   • the goods have been used in a country for which they are not intended;
   • the non-conformity is caused by interference with or modification of the machine code or firmware of the goods, by malware or computer viruses, and/or by use of the goods with incompatible software;
   • there has been bad-faith conduct by the Buyer and/or third parties, or the non-conformity is caused by intentional or negligent damage to the goods;
   • mandatory preventive maintenance has not been carried out;
   • the manufacturer has discontinued support for the goods;
   • repair is impossible and the production and/or distribution of the goods on the market has been limited or discontinued.
6. The Supplier is not liable for damage resulting directly or indirectly from the loss and/or unauthorised disclosure of information and/or data stored on the goods, whether the loss and/or disclosure occurred before or after the non-conformity was discovered, and before or after the claim was made.
7. The Supplier is not liable for any material and/or non-material damage and/or loss of profit arising directly or indirectly from the use of, or inability to use, the goods.

V. Final provisions

1. The right to make a claim expires at the end of the warranty period granted.
2. If ownership of the goods is transferred to a third party, the warranty remains valid only with the Supplier’s express written consent.
3. These warranty terms apply to goods purchased after 1 March 2016.