DIPOL Ireland

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Complaints

Return and complaints handling policies
 

All items in our catalog, with the exception of "clearance sale products", carry a twelve month guarantee from the date of invoice.

A copy of the relevant invoice must be returned with the faulty item.

1. DIPOL warranty terms and conditions.

1.1. Standard warranty period extends 12 months from the date of sale (except "Clearance Sale": 3 months).

1.2. All product labels and warranty seals must be complete and intact.

1.3. The warranty does not cover any damage due to accident or misuse of the product, e.g. fall, flooding etc. The warranty is void in the event of the product having been tampered with or attempted repairs carried out.

1.4. The warranty does not cover damages caused by lightning strikes or power line disturbances.

1.5. Devices with altered software that has not been recommended by the manufacturer are not covered by any warranty.

1.6. Before goods are returned you must obtain a RMA form from Dipol.ie and it must be filled out completely. On receipt of the completed RMA form Dipol.ie will issue you a returns number. Only then will we accept the returned goods The product in question must have all owner's manuals, accessories etc. and be properly packed.

1.7. The complaint may not be effective if the application form is improperly filled out, especially without any description of a failure, or the product is incomplete.

1.8. DIPOL reserves the right to carry out paid repairs, informing the Customer in advance of such a situation - in case of finding that the device has been used inappropriately, especially when the damage have been caused by lightning or power line surges.
 
1.9. DIPOL is not responsible for any effects that may be caused by malfunction or failure of the products being sold - it particularly includes the equipment, hardware and software of CCTV installations, surveillance and alarm systems.

1.10. The software is sold "As-Is" without any warranty or refund of any kind in relation to the operation and functionality. There is no guarantee of proper installation and work on user's computer and cooperation with other software used.

1.11. There is no guarantee of compatibility between products being sold and other products.

2. Details of complaints procedure.

2.1. Shipment.

2.1.1. All shipments are insured.

2.1.2. The Customer should always check packages and their contents at the moment of delivery, in the presence of the courier.

2.1.3. In the case of visible damage to the package (if you feel that the products inside may be damaged or lost), the parcel must not be accepted and notations of defect, damage or loss should be made in the bill of lading, signed by the carrier.

2.1.4. When accepting the shipment, the Customer should unpack the packages in the presence of the courier and inspect physical condition of the products. In the case of any damages, it is needed to fill out complaint form (it should be provided by the courier). One copy of the form is taken by the courier, the second has to be immediately faxed to 0353 49 4338555 or emailed to office@dipol.ie This will allow us to settle the complaint as quick as possible and provide another shipment of the same order.

2.1.5. If, just after receiving the consignment, it appears that the contents of the shipment is not consistent with the sales document and/or the order, the Customer should immediately report this fact by calling the phone number 00353 48 4338100 and sending a mail with a description of the situation at office@dipol.ie (the description can also be faxed at 00353 49 4338555)

2.2. Return policy.

2.2.1. The Customer has the right to return the products purchased from DIPOL as a shipment, within 10 days from the date of delivery, without giving any reason. We will accept the return provided that the goods have not been used and are still in their original unopened packaging. Labels of any kind (price tags, addresses etc. must not be on the product package or the product itself.

2.2.2. The returned goods shall be sent to us at the Customer's expense, with original receipt or invoice, warranty card (if it has been issued), and a statement about withdrawal from the transaction, along with the information whether the refund should be done by offsetting the value of the goods against next processed order or by transfer to a specified bank account.

2.2.3. The returned goods have to be carefully packed in order to protect them against breakage during transport. The package should contain detailed description of the products: codes (from the sales document), full names, numbers of pieces, and the return address. The parcel definitely has to be marked with "RETURN" notice.