COMPLAINTS FORM AND PROCEDURE
This complaints form, complaints, returns and assessment procedure form part of the agreement between SUYS and its “customer”, as well as the General Terms and Conditions of Sale and Delivery, which they confirm having received, read and approved.
Only with this form can you legally validly submit a complaint to SUYS regarding the visible or hidden defects specified in Article 6 of our General Terms and Conditions. You must fill in all the blank fields in this document completely and correctly and then send it by email to your representative, as well as to the general email address of company email@example.com. Do not forget to send the required attachments.
You can download the complaint form here or at the bottom of this page.
Complaints, returns and assessment procedure
After receiving the complaints form, SUYS will take a position within 5 working days (at its discretion), responding by email and stating the complaint number:
- either the complaint is not accepted and SUYS communicates its reasons in this regard.
- or SUYS requests that the goods that show a defect be returned in their entirety (in their processed and/or reworked state). If, following this request, the goods are not returned within 1 month, the complaint will be considered non-existent and dismissed. A return can only be accepted if accompanied by the complaint number and subject to written agreement from SUYS. Upon receipt of the return, SUYS will carry out an internal quality assessment/expert appraisal of these goods within 7 working days. If you wish to be present at such an assessment/appraisal, this is always possible. Within 3 working days of the assessment/appraisal, you will receive the quality evaluation of the liability of SUYS by letter. If the complaint proves to be admissible and well founded, SUYS will, taking into account the guarantee provisions and the other provisions of its General Terms and Conditions, agree to intervene, at its own discretion: by offering an equivalent or by means of replacement.
- or SUYS will decide to carry out an on-site expert appraisal of the goods. In this case, it is essential that you as our customer are present at the appraisal. Since assembly and installation are not part of the agreement between SUYS and its customer/you, the dismantling and reassembly of both the goods and the construction into which they are incorporated will be carried out under the responsibility of its customer/you. The customer/you must also guarantee easy passage to and the accessibility of the goods concerned at the site of the appraisal (if necessary by providing an elevated work platform, etc.). All costs in this regard are borne by the customer and cannot be recovered from SUYS. If, at the time of the appraisal, it appears that the complaint is admissible and well founded and SUYS can carry out an on-site intervention in this regard, it will do so free of charge. If the defect cannot be rectified immediately and/or its responsibility is not established, SUYS undertakes to submit, by letter within 7 working days of the appraisal, confirmation of this appraisal regarding the liability of SUYS. If the complaint proves to be admissible and well founded, SUYS will, taking into account the guarantee provisions and the other provisions of its General Terms and Conditions, agree to intervene, at its own discretion: by offering an equivalent or by means of replacement.