Warranty Policy

WARRANTY AND COMPLAINT POLICY

Flash–Butrym sp. j.

This Warranty and Complaint Policy sets out the standard warranty terms applicable to products offered by Flash–Butrym sp. j., with its registered office at Skarbimierzyce 18, 72-002 Dołuje, Poland, purchased directly from Flash–Butrym sp. j. or through a commercial partner or authorised distributor (the “Seller”), as evidenced by the relevant proof of purchase.

This Warranty and Complaint Policy supplements the applicable terms and conditions of sale and shall apply subject to the provisions of the Polish Act of 23 April 1964 – the Civil Code (Journal of Laws of 2023, item 1610, as amended).

§1 WARRANTY TERMS

Subject to the terms set out in this Warranty and Complaint Policy, the Seller provides a warranty on the following terms:

1. Finished imported products and flashPRO products are covered by a warranty against defects in materials and workmanship arising under normal conditions of use for a period of 24 (twenty-four) months from the date of purchase, except for:

a) products designated by the Seller as light sources, including in particular lamps, LED emitters and laser diodes, as well as rechargeable batteries and flight cases constituting the packaging of individual devices or sets of devices;

b) LED diodes with a power rating of at least 15 W, for which the warranty period is 90 (ninety) days.

2. Spare parts are covered by a warranty against defects in materials and workmanship arising under normal conditions of use for a period of 3 (three) months from the date of order. The Seller guarantees the availability of spare parts for products only for the warranty period specified in this clause.

3. Used products certified by the Seller are covered by a warranty against defects in materials and workmanship arising under normal conditions of use for a period of 6 (six) months from the date of purchase. The warranty does not cover used products that were not certified by the Seller prior to sale.

4. The Buyer may extend the warranty period by 12 (twelve) months for an additional fee equal to 10% of the product value. The warranty extension does not apply to the products and parts specified in §1 clause 1(a)–(b) and clauses 2–3.

§2 WARRANTY PROCEDURES

1. Any warranty claims made by the Buyer in respect of defects in products or spare parts should be reported to the Seller at the time of delivery if the defect could have been identified during inspection of the product upon receipt. If the defect could not have been identified at the time of delivery, the warranty claim must be reported within 7 (seven) days from the date on which the defect was discovered. Otherwise, the Buyer shall be deemed to have accepted the products or spare parts as free from defects. Warranty claims submitted after the expiry of the warranty period specified in §1 will not be accepted.

2. If a warranty claim is submitted to the Seller in accordance with the terms of this Warranty and Complaint Policy and is approved by the Seller in writing, provided that the Seller shall not withhold such approval without reasonable grounds, the Seller shall fulfil its warranty obligations in one of the following ways:

a) where it can reasonably be expected that the Buyer is able to remedy the defect independently, with the assistance of the Seller’s Service Department where necessary, the Seller may fulfil its warranty obligations by supplying the Buyer, free of charge, with the spare parts required to remedy the defect;

b) where it cannot reasonably be expected that the Buyer is able to remedy the defect independently, the Seller shall repair or replace the defective product or spare part. In the event of replacement, the Buyer shall be required to return the defective product or spare part, and upon its return, all ownership rights to the defective product or spare part shall pass to the Seller.

3. Products or spare parts supplied as warranty replacements shall be:

a) equivalent or substantially similar to the products or spare parts being replaced;

b) new, in a condition equivalent to new, or refurbished.

If none of the above methods of fulfilling the warranty obligations is economically justified, the Seller may, at its sole discretion, decide to refund to the Buyer the net purchase price paid for the defective product or spare part, less a reasonable amount reflecting the loss in value of that product or spare part.

4. Where a defective product or spare part is replaced in accordance with §2 clause 2(b), the Buyer shall, within 10 (ten) days from the date of replacement, contact the Seller to determine whether the defective product or spare part is to be returned to the Seller or disposed of. The Buyer may not return the defective product or spare part without the Seller’s prior written consent.

5. The Buyer shall be responsible for and bear all costs associated with dismantling the product, removing it from the place of installation, reinstalling it and transporting it to the Seller in connection with a warranty claim. The Seller shall be responsible for and bear the cost of transporting the product to the Buyer, except where such transport takes place outside the territory of the European Union.

6. The repair or replacement of a product under warranty shall neither interrupt the running of nor extend the warranty period.

7. Products submitted under warranty must be delivered to the Flash–Butrym sp. j. Service Department, Skarbimierzyce 18, 72-002 Dołuje, Poland, together with:

a) the original packaging;

b) the warranty card;

c) proof of purchase (a copy of the VAT invoice or receipt);

d) a correctly completed Service Form (click here);

e) all accessories supplied with the relevant device.

§2a. RESPONSIBILITY FOR PREPARING SHIPMENTS SENT TO THE SERVICE DEPARTMENT

1. The Buyer is responsible for properly securing the shipment for transport, taking into account the type and characteristics of the product being shipped, the manufacturer’s requirements and the applicable transport standards.

2. If the courier company or carrier determines that the shipment has not been properly secured, the Buyer shall be liable for any resulting damage. This shall also apply to costs associated with pursuing claims against the carrier, loss of the goods and any necessary repackaging of the shipment.

3. The Seller shall not be liable for damage occurring during transport where such damage results from the Buyer’s failure to secure the shipment properly. Improperly securing the shipment may result in the Seller refusing to accept it for further warranty processing or charging the Buyer for the cost of repackaging.

§3 EXCLUSIONS AND LIMITATIONS

1. The warranty does not cover products or spare parts in the following circumstances:

a) intentional removal of the serial number;

b) mechanical damage;

c) use for purposes other than those for which the product is intended;

d) normal wear and tear resulting from use;

e) intentional or accidental damage, negligence, improper use or abuse;

f) exposure to liquids or moisture – in the case of products with an ingress protection rating below IP44 – as well as damage caused by lightning, severe wind, incorrect voltage, electrical distortion, dust, dirt, corrosion or other external causes;

g) use or other actions exceeding the specifications set out in the documentation provided to the Buyer;

h) use of spare parts not authorised by the Seller, or connection to or integration with other hardware or software not approved by the Seller, unless the Buyer provides the Seller with credible evidence that the defect or damage was not caused by any of the foregoing circumstances;

i) modification, repair or servicing carried out by any party other than the Seller without the Seller’s prior consent, unless the Buyer provides the Seller with credible evidence that the defect or damage was not caused by such activities;

j) operation at temperatures below 10°C or above 30°C;

k) delivery of the product to the Service Department in a disassembled state or in separate parts;

l) failure to comply with the Seller’s instructions concerning the storage, handling, transport, installation, testing, commissioning, maintenance, operation or use of the product;

m) delivery to the Service Department of a product containing operating fluids or showing visible contamination.

2. Products and spare parts must be stored, transported and installed in a manner that ensures their proper protection. In particular, they must:

a) be stored in a dry location and, in the case of products with an ingress protection rating below IP44, be protected against moisture;

b) be adequately protected during transport and installation;

c) be stored and transported in appropriate flight cases or original packaging providing adequate thermal insulation and protection against vibration, impact, ingress of contaminants and adverse environmental conditions.

§4 COMPLAINTS

1. The basis for accepting a complaint is the Buyer’s presentation of proof of purchase of the product or spare part in the form of a fiscal receipt or VAT invoice.

2. In the event that a product or spare part does not conform to the contract, the Buyer, after providing prior written notice to the Seller, should send the product or spare part concerned together with a correctly completed Complaint Form (click here).

3. Any complaints concerning the quality or quantity of a delivery must be submitted by the Buyer to the Seller in writing within 7 (seven) days from the date of receipt of the delivery, failing which the claim may be rejected by the Seller.

4. The Buyer is required to inspect the condition of the shipment and its contents in the presence of the courier. If any shortages or damage to the shipment are identified, the basis for submitting a complaint to the Seller shall be a damage report prepared upon receipt of the shipment in the presence of the courier.

5. The Seller shall respond to the Buyer’s complaint within 14 (fourteen) business days from the date of receipt of the product or spare part concerned, together with a correctly completed Complaint Form. If verification of the non-conformity requires an expert opinion or an opinion from the Seller’s representative, this period shall be extended by the time necessary to obtain such an opinion. The Seller shall promptly inform the Buyer of such circumstances by telephone.

6. If the resolution of a justified complaint requires the Seller to send the Buyer a new product or spare part, or to remedy the non-conformity, the delivery costs shall be borne by the Seller.

7. Differences in the representation of product colours resulting from the individual settings of the monitor or device screen on which the product images are displayed shall not constitute grounds for a complaint or return of the product.

8. Flight cases constituting the packaging of individual devices or sets of devices sold are treated as original packaging, do not constitute the subject matter of the sale and may not constitute grounds for a complaint.

9. Cash-on-delivery shipments will not be accepted by the Seller.

10. For technical assistance regarding complaints, the Buyer may contact the Seller by e-mail at  customer-service@flash-butrym.pl or by telephone at +48 690 503 073, on business days, Monday to Friday, between 7:00 a.m. and 3:00 p.m.

§5 GENERAL PROVISIONS

1. Any approvals and certificates relating to products apply to an individual product and not to a group of products used together.

2. The warranty does not cover product components or spare parts that are subject to periodic replacement by the Buyer as part of normal operation, including in particular lamps and operating fluids. At the Buyer’s request, the Seller shall provide information regarding the appropriate consumables.

3. The warranty does not cover natural changes in the luminous flux or colour characteristics of LEDs occurring during their operation.

4. If a product sent to the Seller’s Service Department is improperly packaged, in particular where suitable packaging has not been provided, the Seller may repackage the product before returning it in a manner that ensures safe transport. The Buyer shall be charged for the cost of repackaging. Products sent under warranty must be packaged in accordance with the Seller’s requirements, and the method of packaging should be agreed with and approved by the Seller in advance. The Seller has the right to refuse to accept a shipment where the method of packaging has not been agreed in advance or where, in the Seller’s assessment, the packaging does not ensure safe transport or results in unreasonable transport costs. In such a case, the Buyer shall be informed of the requirement to package the shipment properly.

5. In the case of fog, foam, bubble and snow machines, all operating fluids must be removed before shipment. Products delivered to the Seller’s Service Department should be free from dirt and must not contain any operating fluids. Products that are dirty or contain operating fluids will be serviced subject to an additional charge of 25 EUR net per product.

6. Products in respect of which circumstances excluding warranty liability under §3 have been identified may be repaired for a fee on a post-warranty basis, subject to prior agreement between the Buyer and the Seller regarding the scope and terms of the repair.

7. The Seller’s warranty obligations and the related terms and limitations are governed by this Warranty and Complaint Policy and the applicable terms and conditions of sale, unless the Seller and the Buyer have agreed otherwise in writing.

8. The warranty does not cover the costs of storing products at the Seller’s Service Department. If the Buyer fails to collect a product or spare part within 1 (one) month from the date on which the Buyer is informed that the warranty repair or other service work has been completed, the Seller may charge a storage fee for each commenced month. This also applies where the Buyer does not accept the proposed repair terms and fails to collect the product.

9. In the case of a Buyer purchasing products on a wholesale basis, the cost of transporting products or spare parts to the Seller shall be borne by the Seller, provided that all of the following conditions are met:

a) the Buyer sends a larger number of defective products on a Euro pallet measuring at least 120 × 80 × 120 cm;

b) the Buyer informs the Seller in advance that the shipment needs to be collected;

c) the pallet contains only products subject to warranty repair;

d) the Buyer attaches a correctly completed Complaint Form (click here) to each defective product.

10. In connection with a defect in a product or spare part, the Buyer shall not, under the warranty, be entitled to any remedies or benefits other than those specified in this Warranty and Complaint Policy and the applicable terms and conditions of sale, including, in particular, the right to receive replacement equipment for the duration of the complaint handling process or repair. The foregoing provision does not limit any rights of the Buyer arising under mandatory provisions of applicable law.

11. The exercise of rights under the warranty shall not affect any other terms, rights or obligations arising from the sale, except in the cases and to the extent expressly specified in this Warranty and Complaint Policy.

12. If any provision of this Warranty and Complaint Policy is found to be invalid, ineffective or contrary to applicable law, this shall not affect the validity or effectiveness of the remaining provisions of this Warranty and Complaint Policy, the applicable terms and conditions of sale, or the rights of the Consumer.

13. In matters not regulated by this Warranty and Complaint Policy, the provisions of the Polish Civil Code and other applicable provisions of law shall apply.

§6 SERVICE PRICE LIST

1. The hourly labour rate charged by the Seller’s Service Department is 45 EUR net per hour.

2. The fault diagnostics fee is:

a) LED effects, LED PAR lights, LED strips, fog machines, strobe lights and lasers – 10 EUR net per unit;

b) LED Bars, moving heads, scanners and lighting controllers – 20 EUR net per unit;

c) architectural lighting and followspots – 30 EUR net per unit.

3. In the case of products requiring servicing that are no longer covered by warranty, the Buyer must contact the Seller’s Service Department before sending the products in order to agree on how to proceed – by telephone at +48 690 503 073 (on business days, Monday to Friday, between 7:00 a.m. and 3:00 p.m.) or by e-mail at  customer-service@flash-butrym.pl .

§7 FAILURE TO COLLECT EQUIPMENT AFTER SERVICE

1. The Buyer is required to collect the equipment within 30 days from the date on which the Buyer is informed that the service work has been completed.

2. If the equipment is not collected within this period, the Seller shall be entitled to charge a storage fee of 50 EUR net/m² for each commenced month of storage.

3. If the Buyer fails to collect the equipment within 6 months from the date on which the Buyer is informed that the service work has been completed, the Seller shall request the Buyer to collect the equipment and settle all amounts due, specifying an additional deadline for doing so. If the Buyer fails to comply within that additional period, the Seller may take further action permitted under applicable law in order to pursue its claims and resolve the matter of the uncollected equipment.

Version: 24/09/2026

This Warranty and Complaint Policy constitutes an integral part of the Terms and Conditions of Flash–Butrym sp. j.