Electrical product warranty

The guarantee conditions are in accordance with the provisions of GEO 140/2021 as amended. Thus, according to GEO 140/2021 “In case of lack of conformity, the consumer has the right to ask the seller in the first instance to repair the product or has the right to ask for the replacement of the product, in each case free of charge, unless the measure is impossible or disproportionate”. Any repair or replacement of products will be made within a reasonable period of time, but not exceeding 15 calendar days. In this respect, the definition of consumer is as follows: “any natural person or group of natural persons formed in associations who, in the context of contracts covered by this law, acts for purposes outside his commercial, industrial or production, craft or liberal activity”. Legal persons are not covered by the two laws mentioned above. In the case of legal entities, exceptions may arise with respect to the terms and conditions mentioned in the two laws, unless otherwise stipulated in the sale-purchase contract.

In summary, the repair times for products under warranty are as follows:

– maximum 15 calendar days for individuals

– maximum 25 working days for legal persons

However, delays may occur at these deadlines but the duration of the remedy will only be extended with the written consent of the customer.

All products sold by the online shop www.pranoya.ro are new, with national or international warranty. The guarantee of these products is ensured by the authorised service centres of the distributors or manufacturers, by handing them over in case of non-conformity directly to the authorised service centres. If you cannot find the warranty certificate for your product, please look for it in the account from which the order was placed.

All new products are delivered sealed and in the manufacturer’s original packaging. All products are accompanied by the manufacturer’s printed warranty certificate and instruction manual in physical and electronic format.

There are 2 types of product warranty:

1. a) Technical warranty : the warranty offered by the distributor or manufacturer (average life) – within this period, the distributor or manufacturer undertakes to bring the product back into conformity in the event of non-conformity.
2. b) Conformity guarantee: legal guarantee in accordance with GEO 140/2021, applicable in cases where the technical guarantee is less and the average duration of use is at least 24 months. Within this period, the seller undertakes to bring the product back into conformity in the event of non-conformity. This type of guarantee is only applicable to individuals.

According to GEO 140/2021

Article 9

Seller’s liability

• The seller shall be liable to the consumer for any non-conformity which exists at the time of delivery of the goods and which is discovered within two years of that date.

Article 11

Corrective measures in case of non-compliance

• In the event of non-conformity, the consumer shall be entitled to have the goods brought into conformity, to benefit from a proportionate price reduction or to have the contract terminated under the conditions laid down in this Article.
• In order for the goods to be brought into conformity, the consumer may choose between repair and replacement, unless the remedy chosen would be impossible or, compared to the other remedy available, would impose costs on the seller that would be disproportionate, taking into account all the circumstances, including the following:

1. a) the value of the goods if there would have been no non-compliance;
2. (b) the seriousness of the non-compliance; or
3. c) whether the alternative corrective measure could be implemented without significant inconvenience to the consumer.

Article 12

Repair or replacement of goods

• Repairs or replacements shall be carried out under the following conditions:

1. a) no cost;
2. (b) within a reasonable period which shall not exceed 15 calendar days from the time the seller has been informed by the consumer of the non-conformity and which shall be agreed in writing between the seller and the consumer, taking into account the nature and complexity of the goods, the nature and gravity of the non-conformity and the effort required to complete the repair or replacement;
3. (c) without significant inconvenience to the consumer, taking into account the nature of the goods and the purpose for which the consumer requested the goods.

The consignor is responsible for the correctness of the data on the AWB and for the correct packaging and labelling of the parcels.

Packages sent by the sender must be packed in a way that protects the product from factors that may lead to damage during transport (it is recommended to use safety elements, e.g. polyester, cardboard, air bubble wrap, etc.). It is also advisable to pack the package in a way that is appropriate to the weight, shape and nature of the contents, as well as the mode and duration of transport. The packaging must protect the contents in such a way that they cannot be damaged by pressure or successive handling, and may be made of cardboard boxes, plywood, wood or plastic filled with polystyrene, as appropriate.

Batteries / accumulators are considered perishable goods, consumables that lose their properties as soon as they are manufactured. Thus, the warranty for these products is between 6 and 12 months.

The warranty covers the transport of the products to and from the authorised service or collection centre but does not cover the insurance of the products. In case the insurance of the products is desired, this will be done by the customer. Transport costs will be borne only if the claims are justified; if the products do not show any defect or fall into one of the situations below, transport costs will be borne by the customer. It is recommended to use the products according to the instructions for use written in the user manual of the product.

The following situations will result in the loss (cancellation) of the guarantee:

– faults caused by improper transport, handling, storage, installation and use of equipment

– thermal, mechanical or plastic damage to products due to fire, accident or negligence in use, traces of contact with liquids or other substances, traces of oxidation due to use in places with excessive steam or humidity, excessive dust, traces of burns, cracks, splits;

– interventions on products carried out by persons not authorised by the seller, supplier, importer or manufacturer

– missing or damaged manufacturer’s or seller’s seals or markings on the products; missing or damaged serial numbers; unsealing of equipment or components sealed by the seller, supplier, importer or manufacturer; loss of the guarantee certificate or purchase document

– the product has not been used in accordance with the instructions described in the user manual or for its intended purpose; the product has not been used with original accessories or consumables

– modification or completion of the data in the guarantee certificate; any modification made must be accompanied by a signature and stamp in physical or electronic form.

PRODUCT REMEDIATION

If a product under warranty fails and the above terms have not been breached, the procedure is as follows:

Contact (by phone, website forms, other methods) our company, which can be found on the product’s warranty certificate, and if the manufacturer’s certificate has been lost, electronically search the account from which the product was ordered. Depending on the nature of the defect and the availability of parts, the time taken to repair the products may vary from 2 to 15 calendar days (for individuals). Once the products are fixed, customers will be notified by SMS or Email of this.

Returning or sending products to authorised service centres with unlock codes may make it impossible to diagnose the products and therefore not be repaired within the above-mentioned time limit. Delivery or shipment of products with partially mentioned defects may result in partial diagnosis and remedy.

ONLY in case you are INFORMED (email, phone) that the product has to arrive at the pranoya.ro warranty pick-up center, the product will be sent by Courier, as below:

– Addressee: SC PRANOYA DENTAL SRL, Splaiul Independentei, nr. 202B, Room 42, Sector 6, Bucharest, CP 060023 – payment of transport fees to the addressee. The parcel will also be sent without refund.

– The parcel must contain the product packed as well as possible, preferably in the original packaging and with complete accessories, a copy of the invoice, a copy of the guarantee certificate (if the guarantee certificate is printed by the manufacturer/importer, it must be sent in original;

– Parcels will be received on the same day they are delivered by couriers, within pranoya.ro working hours (Monday-Friday 12:00-16:00). Parcels sent on Friday will be picked up in the service on Monday of the following week. The time it takes to repair products can vary, depending on the nature of the defect and the availability of parts, from 2 to 15 calendar days (for individuals). Once the products are fixed, customers will be notified by SMS or Email of this. Products that have arrived by courier will also be returned by courier to the address indicated by the customer. The status of the products in the pranoya.ro warranty retrieval centre can be checked online (after login), the product statuses being:

– unresolved : the product is still in the possession of pranoya.ro for preliminary testing

– authorised service : the product is serviced by the distributor/manufacturer for repair

– PRANOYA service : the product has returned from the authorized service and is checked by the company staff

– pending : the product can be picked up or is in the process of shipment / delivery

Products delivered to the pranoya.ro warranty pick-up center that are not picked up within 90 days from the moment of notification, will go into pranoya.ro’s possession (most likely they will be returned home).

Info & Return Department

Address: Splaiul Independentei, nr. 202B, Room 42, Sector 6, Bucharest

Phone : +40 755 822 228

E-mail Info Guarantees: info@pranoya.ro