Warranty and Claims

5.1 ALUMINR shall be liable for material defects in accordance with the applicable legal provisions. Additional warranty from ALUMINR’s suppliers’ is only applicable if stated in the respective article invoice.

5.2 Every claim is assessed case-by-case by ALUMINR’s Customer Care Service. Should any issue with the products received be detected, a written claim must be submitted to the REPRESENTATIVE within 2 working days after the reception of the products. After this period, ALUMINR reserves the right to decline any responsibility on the conditions of the goods.

5.3 ALUMINR’s strongly advises CUSTOMERs to verify firstly if damages are perceptible on the package, and then verify all crates upon delivery in order to check for unconformities in the conditions of the goods.

5.4 The original packaging of the products must be kept. In case a claim is submitted, the packaging must be kept during the period in which the claim is settled.

5.5 If the collection or return of any item is needed and the original packaging was not kept, the client shall be responsible for all costs and procedures necessary for the item to be in shipping conditions. ALUMINR shall not be liable in any way for the replacement, acquisition, or any other costs related with the replacement of the original boxes or crates.

5.6 Damaged products being returned must be in the condition in which they were received by the CUSTOMER. The products must be well accommodated to avoid extra damages. The CUSTOMER must not attempt to modify, handle, install or repair them.

5.7 ALUMINR compromises to offer the client a solution proposal within 5 working days of the claim registration and all information requested by the Customer Care service is cleared

5.8 The CUSTOMER is advised to check and photograph all pieces ordered, upon their arrival. All claims must be accompanied by photographic or video evidence that support the client’s complaint, in which all the products, correspondent crates and/or boxes and issues claimed are clearly showed, and a written detailed description.

5.9 ALUMINR ensure the repairing or replacement of the components detailed in the claim submission form. ALUMINR strongly advise to storage the products in good conditions. All other damages not included in the claim submission will not be covered under ALUMINR warranty, and may be subjected to an upcharge.

5.10 ALUMINR reserves the right to refuse any item repairing, pick-up or delivery, from any location other than the original shipping address. Any transportation of the product from destination to a second location will forfeit any transportation damage claim.

5.11 When claims occur, ALUMINR exchange information with the CUSTOMER of the related purchase. ALUMINR reserves the right to not share information or deal with other entities or persons besides the CUSTOMER.

5.12 ALUMINR is not responsible for claims from orders placed to other entities, agents, showrooms, or any other beyond ALUMINR’s reasonable control, besides an official REPRESENTATIVE of ALUMINR.

5.13 ALUMINR reserves the right to decline responsibility if: a. The claim is presented after the 2 working day period, or is not accompanied by the mandatory information mentioned in 5 working days; b. The claimed products were altered out or any way tempered with, either by the client or by a third party, without ALUMINR’s consent; c. The products show clear signs of regular use. 

SHIPPING CLAIMS

5.14  Insurance premium is not included in the goods cost . It is recommended to get the goods insured before dispatch . Contact your sales representative for goods insurance assistance

5.15 Claims for defects as a result of the shipping process handled by the CUSTOMER, are not covered under ALUMINR warranty. ALUMINR is not responsible for a CUSTOMER’s own or third party freight damage and claim. In these cases, ALUMINR is committed to finding a suitable solution with the CUSTOMER.

5.16 In the case of EXW shipping, ALUMINR is not liable for damage sustained in transit cargo. In the case of DAP/DDU/DAT shipping, please note that before signing the merchandise delivery document, the CUSTOMER is required to confirm if the package has any perceptible damages. If damages are perceptible on the package, the CUSTOMER should mention “subject to verification” in order to safeguard any eventual damages to the merchandise and file a claim under the insurance policy.

5.17 When on behalf of ALUMINR, should visible or concealed damage occur in transit, immediately notify the delivering carrier with initial notification of intent to file a claim. Failure to report, or to provide written claim for any damage or loss within 2 working days of the delivery will automatically release ALUMINR for any liability for damage sustained in transit cargo.

5.18 The CUSTOMER may claim warranty on defects that result from mishandling in the shipping process, up to 2 working days after receiving an order. As a result, the CUSTOMER is advised to check and photograph all pieces ordered, upon their arrival. All claims related to shipping, must be accompanied by the signed POD, photographic or video evidence that support the client’s complaint, in which all the products, correspondent crates and/or boxes and issues claimed are clearly showed, and a written detailed description.

5.19 Proving that any damage in the piece caused by quality requires replacement, ALUMINR’s compromises to exchange the damaged part or complete product(s) within a period agreed with the CUSTOMER. It is MANDATORY that ALUMINR’s collects the damaged part or complete piece(s) to replace it by new one(s).