Rugstorm Repair Policy
1. Introduction
This policy outlines the procedures and terms for repair services provided by Rugstorm. It applies to all products sold by us or our authorized sales partners.
2. Definitions
"Product" refers to any item sold by Rugstorm.
"Repair" refers to any action taken by Rugstorm to rectify a fault in a product.
3. Repair Request Procedure
To initiate a repair request, customers should contact our support team or our authorized sales partners via “Contact Support” on the website, email or phone. Customers will need to provide their business name, contact information, product details, and a description of the issue.
4. Repair Assessment
Upon receiving a repair request, Rugstorm will assess whether the product is eligible for repair under warranty or provide repair services when it is out of warranty within 3 working days. This may involve remote diagnostics or requesting additional information from the customer.
5. Repair Process
If a product is deemed eligible for repair, Rugstorm will provide instructions for shipping the product to our repair facility. Repairs will be completed within 3 working days of receiving the product.
6. Shipping and Handling
Customers are responsible for shipping costs to our repair facility. Rugstorm will cover the cost of return shipping for products repaired under warranty.
7. Charges
If a product is not covered by warranty, Rugstorm will provide an estimate of repair costs. Customers must approve and pay these costs before repairs are carried out.
8. Replacement Policy
In some cases under warranty, Rugstorm may choose to replace a faulty product rather than repair it. This decision is at Rugstorm's discretion and will be communicated to the customer.
9. Dispute Resolution
If a customer is not satisfied with the outcome of a repair request, they should contact our Customer Satisfaction Center via the provided contact link embedded within the contact emails pertaining to the repair process. Rugstorm is committed to resolving any disputes in a fair and timely manner.
10. Limitation of Liability
Rugstorm is not liable for any indirect or consequential damages arising from the use of our products. In the event that a customer is placed on a restricted supply list or any analogous list by any country, in adherence to compliance considerations, Rugstorm shall be precluded from providing post-sale repair services and shall bear no contractual liability for such non-performance.
11. Policy Review and Changes
Rugstorm reserves the right to update this policy at any time. Any changes will be communicated to our customers.
12. Contact Information
For any questions or to initiate a repair request, please contact us at support@rugstorm.com.