Moris guarantees high quality goods and services in accordance with applicable metallurgical standards and agreed specifications. The warranty applies only to the quality of the material and compliance of the delivery with the order, and not to the suitability of the goods for a specific application.
Moris is not responsible for the consequences of improper use, storage or transportation of the goods. The submission of a complaint does not suspend the obligation to pay the invoice.
The complaint handling process is based on the provisions of the General Terms and Conditions.
SCOPE OF COMPLAINTS
A. A complaint may concern:
- inconsistency of the goods with the order (grade, dimension, quantity),
- material defects revealed upon receipt or during use (during the warranty period),
- errors in documentation (e.g. invoice, WZ),
- incorrectly performed service (delivery, production)
B. Not subject to complaint:
- defects resulting from improper storage, moisture or corrosion,
- defects resulting from material processing,
- natural wear and corrosion after delivery,
- differences falling within acceptable metallurgical standards.
WARRANTY PERIOD
The standard warranty period is 24 months from the loading of the goods. In case of replacement or repair, the warranty period runs anew. Notification of non-conformity of goods with the contract must be sent within 2 days of receipt of goods. Complaints submitted after this period will not be considered.
DEADLINES AND PROCESS
Moris will confirm acceptance of the complaint and respond within 24 working days. If the complaint is accepted, the goods will be replaced with a new one or covered by an adjustment/rebate. Replacement or repair shall be made within 2 months of positive consideration. If no replacement is possible, the customer may withdraw from the contract. Obligation to inspect the goods:
- upon receipt at the Moris warehouse - any comments should be reported before the completion of loading
- on delivery by transport - notification must be sent within 2 days of receipt of goods.
HOW TO MAKE A COMPLAINT?
Goods must be unprocessed, undamaged and have full identification markings.
Complaint can be submitted through the complaint form:
File a complaint
In the application, we require you to provide:
- order number and date of receipt of goods;
- the name of the product and the quantity of the advertised items;
- description of the discrepancy;
- the proposed method of solution (e.g. replacement, correction, discount);
- photos of the manufacturer's tag, if any / or Moris tag;
- photos of measurements according to EN standard (if the complaint is about mechanical damage);
- bank account number (if the complaint is about erroneous billing).