After-Sales Service

ProDos guarantees, in accordance with the laws in force and the following conditions, all products it distributes.

The consumer can turn to both the seller and the manufacturer of the product, who shall be liable for any lack of conformity that becomes apparent within two years of delivery.

When the non-conformity becomes apparent after 6 months and in doubtful cases, the manufacturer may require an independent expert report in order to process the warranty. In obvious cases of malfunction or irregular operation within the warranty period there is no problem at all.

In any case, during the time the consumer is deprived of the product, the warranty period is suspended, e.g. if the repair of an object takes 15 days, the warranty period will end 15 days later than originally foreseen.

The seller is liable for any lack of conformity that becomes apparent within two years of delivery. 

For all manufacturers who have a warranty longer than the 2 years stipulated by law, this must be processed directly with the manufacturer and ProDos is not responsible for such cases.

When the customer is a distributor, or invoices as a company (non-individual), the shipping costs to our facilities will always be borne by the customer, since the law on consumer goods does not regulate the sale between companies. Furthermore, the warranty in these cases will be the one stipulated by the manufacturer of the product.

Repair or replace. The consumer and user may choose between repair or replacement from the seller, unless one of the two options proves impossible or disproportionate. The one with the higher cost shall be considered disproportionate. Non-fungible goods (when they are of a specific nature) and second-hand goods cannot be replaced. Both repair and replacement must be carried out within a reasonable period of time and completely free of charge for the consumer.

NOTE: The warranty can be managed directly with ProDos, however, some manufacturers offer direct management of breakdowns/defects/incidents produced in their products in order to provide a quality after-sales service and reduce the time required. In these cases ProDos will inform you so that you can decide whether to process it with us or with them.

Reduction of the price or termination of the contract. They shall apply when the consumer and user cannot demand repair or replacement and in cases where it has not been carried out within a reasonable time or without major inconvenience to the consumer and user. The termination shall not apply where the lack of conformity is minor.

The guarantee may be cancelled for the following reasons:

• Incorrect use, handling or maintenance by the Customer.
• Components burnt by electrical overvoltage or overcurrent.
• Broken or damaged components subjected to impact.
• Incorrect repair, modification or extension of equipment by the customer.
• In short, no damaged material or material with obvious signs of mishandling will be accepted.

The warranty does not cover defects caused by improper use of the product and/or handling of the product other than what is necessary to establish its nature, characteristics or functioning. In such cases, the consumer shall be responsible for repairing the product. They are therefore excluded from the warranty:

• Defects and damage caused by external events, accidents, in particular electrical accidents, wear and tear and use not in accordance with ProDos' instructions.
• Expendable items that are replaceable and wear out with use.
• Products modified or repaired by the customer or any other person not authorised by ProDos, as well as products that are the subject of a specific support contract.