AFTER SALES SERVICE

Before returning any product, please contact us so that we can confirm the procedure for your specific product and give you a file number.

Vitafon LTD 's After Sales Service is not a repair centre. We only act as an intermediary between the customer and the manufacturer of the product concerned. The aim is to provide assistance for the customer's peace of mind and to help them through repair procedures. As a result, it is not Vitafon LTD who decides on the conditions and exchange or repair timetable: all products are subject to assessment by the manufacturers. Please note that even the manufacturer repair centers are not obliged to adhere to any regulations concerning repair or exchange periods.

Faults

a) Immediate fault

An immediate fault is a technical or mechanical problem discovered within 3 days of delivery.

Examples :
- you cannot switch the product on
- the screen does not work
- there's no sound/vibration while the product is on.

If you have any such problem when your product is delivered, please contact Vitafon LTD 's After Sales Service by email at sales@vitafon.biz or via Contact Us form. Once you have explained the problem, we will advise you of the appropriate procedure to enable you to have a fully functioning product as soon as possible. If you have a fault which keeps reoccurring you will be offered an exchange (for the same model). Please note that product exchange depends on the manufacturer's approval and varies depending on the assessment given. If the product is no longer available on the market, the exchange will be replaced by repairs.

b) Guarantee

The conditions of guarantee are those imposed by the manufacturer. The guarantee covers all technical or mechanical faults which occur during normal product usage. Please note that depending on the manufacturer assessment, if the fault is found to be caused by sudden impact or bad usage (see the terms on the back of your guarantee card) the guarantee will not cover this and you will be sent a quotation for repair costs. This decision is final and you will be charged for the cost of making the quotation. For more information concerning guarantee conditions, please see the guarantees page of our site.

First year
If a fault occurs in the first year since the purchase date, you may open a file with us and we will organize repairs. We would like to remind you that even for a product going via Vitafon LTD for repairs, the conditions are always those imposed by the manufacturers, Vitafon LTD acting only as an intermediary.

c) Products which are not covered by a guarantee

A product may not be covered by a guarantee in two situations:
- the guarantee is no longer valid
- the manufacturer has declared the damage not to be covered by the guarantee: this may be for various reasons depending on the conditions (see the back of your guarantee card).

For a product which is not covered you may return the product to us. A quotation will be made before any repairs are made and you may accept or refuse this.

You must note, however, that a fee is charged for the quotation which is included in the repair price if the quotation is accepted. If you refuse the quotation, you will be invoiced for the quotation fees which cost about $70 according to the manufacturers. However if you refuse the quotation and do not wish the faulty product to be returned to you, you will not be charged anything.

Returning products

a) What to include

The customer must send with the faulty product a copy of the sales receipt and the manufacturer/Vitafon LTD 's guarantee card/warranty. Manufacturer/Vitafon LTD 's guarantee cards should be kept safe at all times, even once the guarantee is no longer valid.

b) Packaging

Ideally the product should be packed in its original packaging or otherwise in packaging which guarantees the same level of protection. The product in its original packaging should be sent in a box designed for transportation. The product should be wedged in so that it cannot move and have appropriate protection.

c) Transport

Vitafon LTD cannot in any case be held responsible for faults caused during transportation. If the product was not packaged correctly, a description of its state (with photos) will be sent to you by recorded post. Vitafon LTD cannot accept any responsibility because the product is the customer's responsibility during transport.

d) Transport costs and insurance

Transport costs are at the customer's expense for the return of products to Vitafon LTD The parcel is the customer's responsibility until it is received by Vitafon LTD We advise you to insure the parcel according to the value of the product to ensure that you are reasonably compensated if any damage or loss occurs. When the product is sent back to the customer, the transport costs are covered by customer. If the customer refuses to pay transport costs, product will be retained until the customer cover transport costs.

e) Change of address

Vitafon LTD must return material to the delivery address given on the initial order. If the customer wants the product to be sent to a different country to the original delivery, they may be charged for transport costs. Any change in the return address must be pointed out when the After Sales Service file is opened.