Claims Protocol

Any warranty claims shall be carried out by following the protocol set forth below:

• The Purchaser shall immediately inform the Manufacturer in writing of the detection of the defect, using the request for assistance form in which the Purchaser shall describe the reason for the claim, as well as the Equipment's serial number. The Manufacturer shall place at the disposal of the Purchaser an e-mail address and/ or a fax number to send claims.
• The Manufacturer shall proceed to make a preliminary assessment to determine whether the claim is valid on the basis of the warranty coverage set forth herein and the term of the Equipment's warranty.
• Should Manufacturer deem that the claim is valid, it shall get in touch with the Purchaser in order to lay down the steps to be followed in order to put the defect right.
• Should it be necessary to travel to the plant to resolve the fault or diagnose it, the response time shall be of approximately ten business days for any plants located in mainland Spain (weekdays that are not national holidays shall be deemed as business days) counting from the day following reception of the claim. For plants located elsewhere, the term shall be reasonable, taking into consideration its location.
• The sending of material or Equipment to the Manufacturer's premises for repair may under no circumstances be done without the Manufacturer's express authorization and shall always be sent in the proper packaging at the Purchaser's expense.
• Should assistance at the facility have been necessary, the Manufacturer shall subsequently send the Purchaser a report on the visit made, detailing the conclusions reached, as well as the estimated time of repair.
• Should the Manufacturer deem that the claim is not valid, the Manufacturer shall duly inform the Purchaser thereof and the latter may request technical assistance from the Manufacturer and such assistance shall be invoiced in accordance with prevailing rates.

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