Warranty Policy

The return and warranty form is available at the bottom of the page.

1. Introduction and Definitions

At PRANOYA, we are committed to providing quality products and support for any problems that may arise during the warranty period.
This policy details the warranty conditions for the products purchased, the remedy procedures and the responsibilities of both ourselves and our customers.

1.1. Definitions:

• Consumer: any natural person, or group of natural persons formed in associations, acting for purposes which are outside his trade, business or profession.
• Legal entity: Legal entities purchasing products for commercial or industrial activities.

2. Types of Warranty

2.1. Technical Warranty: It is offered by the distributor or manufacturer and covers manufacturing defects or other problems that may occur during the average life of the product.
During this period, the distributor or manufacturer undertakes to bring the product into conformity by repair or replacement. 2.2. Warranty of Compliance: According to GEO 140/2021, this legal guarantee applies to all products and is valid for a minimum of 24 months.
It refers to the seller’s obligation to ensure the conformity of the product with the original specifications and the purpose for which it was created.

3. Consumer Rights and Responsibilities

3.1. Right to Remedy: Consumers have the right to request the repair or replacement of products that do not meet quality standards.
This must be done at no extra cost to the consumer and within a reasonable period of a maximum of 15 calendar days.

3.2. Right to Price Reduction or Contract Termination: If the products cannot be repaired or replaced, consumers can ask for a proportionate price reduction or termination of the sales contract.

4. Conditions for Loss of Warranty

The guarantee may be voided in the following situations:

• Misuse: Failures caused by improper handling or use of the product.
• Unauthorized Interventions: Any repairs or modifications carried out by unauthorized persons.
• Physical Damage: Damage caused by external factors such as fire, excessive moisture, oxidation or contact with liquids.
• Missing Documents: Loss of warranty certificate or purchase invoice.

5. Product Remediation Procedure

5.1. Contacting the Warranty Service: In the event of a malfunction, consumers should contact PRANOYA to initiate the remediation process.
This can be done by telephone or via the form on our website.

5.2. Sending the Product to Service: Defective products must be properly packed and sent to the authorized service center indicated by PRANOYA.
The packaging must protect the product during transportation, preferably using the original packaging.

5.3. The Remedy Term: The repair time can vary between 2 and 15 calendar days, depending on the nature of the defect and availability of spare parts.
Once the repair is completed, customers will be informed by SMS or email.

5.4. Shipping and Picking Up Products: The repaired products will be returned to consumers by courier to the address indicated by them.
Product status can be checked online in the user account.

6. Warranty for Batteries and Accumulators

Batteries and accumulators are considered perishable goods with a 6 to 12 months warranty, depending on the product specifications.
They are subject to natural wear and tear from the time of manufacture and the warranty only covers manufacturing defects and not normal wear and tear.

7. Shipper’s Responsibilities

The consignor is responsible for the correctness of the particulars entered on the transport document and for ensuring that the products are properly packed.
The packaging must be suitable to protect the products during transportation, avoiding damage caused by successive handling.

8. Contact for Guarantees and Returns

For any questions or requests regarding warranties or returns, customers are encouraged to contact our dedicated department:

• Address: 202B Splaiul Independenței nr. 202B, Room 42, Sector 6, Bucharest, Postal Code 060023
• Phone: +40 755 822 228
• Email: info@pranoya.ro

9. Additional Explanations and Tips

To prevent potential problems that could lead to loss of warranty, we recommend that customers carefully follow the instructions in the product user manual and use only original accessories and consumables. Last updated on 21/08/2024.