Complaints handling procedure
Datafox guarantees the 2-year complaint submission period for sold products as provided by law and the terms of sale.
A complaint may be submitted for construction, manufacturing and material defects. The complaint period begins from the handover of the product to the buyer.
Definitions
Expert assessment
An assessment carried out by the manufacturer's authorised service partner to determine the existence and cause of a defect in the product.
Independent assessment
An additional paid assessment carried out at the customer's request by an independent expert accepted by the manufacturer, when the customer is not satisfied with the manufacturer's assessment results.
Submitting a complaint
A complaint can be submitted for construction, manufacturing and material defects. The basis for submitting a complaint is the product's sales invoice.
The complaint must be submitted in Estonian and describe the product's defect(s) as clearly as possible.
How to submit?
The buyer may submit a complaint at a Datafox store, send it to the Datafox e-mail address, or submit it through the form on the Datafox website.
The seller is not liable for the following defects
A complaint cannot be submitted if the defect has arisen for the following reasons:
Malfunctions caused by accidental or intentional damage to the product by the user.
Malfunctions resulting from changes to the device's technical characteristics by an uncertified person or service.
Malfunctions caused by disregarding the user manual.
Malfunctions caused by using the product in unsuitable environmental conditions.
Malfunctions caused by natural phenomena (force majeure).
Faults arising from connecting the product to a non-compliant power grid or from incorrect connection of devices.
Malfunctions caused by using unsuitable software, except when installed by Datafox or the manufacturer.
Computer faults caused by disregarding the parameters set by the manufacturer for components.
Defects for which warranty conditions have been violated (e.g. damage to serial numbers, control stickers, seals or other warranty markers).
Defects of which Datafox informed the buyer before the purchase.
Defective pixels on LCD screens
A complaint cannot be submitted about defective pixels on an LCD screen if their number remains within the limits allowed by the international ISO 13406-2 standard.
Handling of expert assessments
Within the first period
If the defect appears within six months (within one year for purchases from 1 Jan 2022) after the product's handover to the buyer, Datafox covers the assessment costs even if the assessment finds that the defect arose from a circumstance for which Datafox is not liable.
After that period
If the assessment is carried out after 6 months (after one year for purchases from 1 Jan 2022) from the product's handover, the buyer bears the assessment costs, unless the assessment finds that the defect arose from a circumstance for which Datafox is liable.
The Datafox complaints handling procedure is in effect from 1 January 2024.
Submit a complaint