Handling of complaints

To enable us to handle complaints efficiently and correctly, please follow the guidelines below. They cover transport damage as well as material, design and production defects.

1. complaints on delivery

1.1 Arrival control

On delivery, you should check with the driver that:

• the goods are undamaged
• the number of packages matches the consignment note

If there is transport damage, visible damage to the packaging or missing packages, this must be reported directly to the driver before receipt. The driver then makes a written note on the waybill or in the handheld computer.

1.2 Contact within 7 days

Regardless of whether damage is noted at delivery, all goods must be checked within 7 calendar days.
If you discover damage or deviations, you must contact Scanmast within the same time frame. After receiving the notification, we will initiate a case against the freight forwarder if necessary.

2. claims for defects in materials, design and workmanship

Complaints that do not relate to transport damage, but concern the function or quality of the product, are treated as material and design issues and may be covered by warranty.

2.1 What can be grounds for a complaint

Examples of errors that may be covered:

• material defects
• design or manufacturing defects
• faults that occur during normal use according to Scanmast specifications

2.2 How to make a complaint

For fast processing, please include the following information:

• item number and order number
• description of the fault and how it manifests itself
• installation date and area of use
• pictures or videos that clearly show the fault
• any drawings or records that are relevant

Use the form on our website to report the anomaly.

2.3 Requirements for correct use

Complaints cannot be accepted if the fault is due to:

• incorrect installation or deviation from Scanmaster manuals and drawings
• modification of the product
• insufficient maintenance
• improper storage or handling before installation
• external influences such as extreme weather conditions, traffic, collision, vandalism, etc.

3. Assessment and measures

Once we receive your documentation, we will make a technical assessment. In some cases, we may need to physically examine the product or carry out a site visit.

Possible actions could be:

• repair of a product
• replacement product
• credit invoice
• rejection if the fault is not considered to be grounds for complaint

Any site visits may be charged if the fault is not covered by warranty or right of complaint.

4. Limitations and exceptions

The following are not normally covered:

• normal wear and tear
• damage caused by environmental conditions outside the product specification
• corrosion caused by improper handling or storage before installation
• specialised products without specific agreement

5. Our commitment

Scanmast endeavours to handle complaints quickly, fairly and with high technical accuracy. By following the guidelines above, we ensure an efficient process and a safe delivery for you as a customer.