These General Terms and Conditions of Service outline the terms under which RYWAL-RHC Service provides repair, maintenance, inspections, installation, commissioning of devices, and training in the operation of these devices.
Repair services are categorized as either warranty or post-warranty services.
Warranty services cover repairs conducted under the warranties of MOST brand products and devices from manufacturers for which we are an Authorized Service Point. Acceptance for warranty repairs is contingent upon verifying the device's purchase/production date.
RYWAL-RHC Service performs post-warranty services for its own devices sold under the MOST brand and devices from manufacturers for which RYWAL-RHC Service is an Authorized Service Point. This is applicable after the expiration of the warranty period or when the customer loses the right to warranty.
Repair services for other devices may be carried out based on the technician's knowledge and at the customer's own risk.
Procedures for service requests and methods of service provision are common for both warranty and post-warranty service.
Conditions for providing service, as outlined in an individual, written agreement with the customer, take precedence over OWŚUS.
2. PROCEDURE FOR SERVICE REQUESTS
The service procedure begins with the customer notifying the need for service. Notification can be made in person, by phone, or through the online welding device repair form. The repair request form is available on the website serwis.rywal.com.pl
Device repair is conducted either at the service center or at the customer's location, depending on the nature of the fault and the type of device. For warranty repairs at the service center, transportation is covered by the guarantor. For post-warranty repairs, transportation costs are borne by the customer.
The service request should include information about the device: type, serial number, a description of the fault, and the customer's contact information.
The device must be complete; for example, a welding device must include the welding torch, a chamfering machine must include the gun, and an electrode sharpener must include the electrode holder.
Service requests made on a working day after 4:00 PM and on Saturday, Sunday, or holidays are considered received at 8:00 AM on the next working day.
A Service Request Document (ZSR) is opened for each repair. The document is issued upon the physical acceptance of the device for repair and includes a confirmation of receiving the device, a description of the fault, a list of additional equipment and actions taken, a list of replaced components, and an assessment of its efficiency after repair. The customer acknowledges the transfer of the device for repair and its pickup after repair, confirming its efficiency. A copy of the document is provided to the customer.
3. PROCEDURE FOR PROVIDING SERVICE
Upon delivering the device to the service, the service has 48 hours to assess the request and inform the customer of the repair status. In the case of a paid repair, the service must provide the customer with a cost estimate. Submitting the device for repair implies the customer's consent to a paid expertise. In the case of welding devices - PLN 200 net and gas accessories - PLN 50 net, in case the customer decides not to proceed with the repair.
If additional damages, increasing the repair cost above PLN 100 net, are found by the service technician, the customer will be notified by email, and further repair procedures will depend on the customer's decision. Up to PLN 100 net, the service does not need to consult additional costs with the customer.
If the customer decides not to proceed with the repair, they bear the cost of purchased parts. Parts ordered and purchased for the repair are handed over to the customer.
All activities related to the service are carried out with due diligence, knowledge, and in accordance with applicable regulations and technical conditions specified by the manufacturer.
RYWAL-RHC Service makes every effort to complete the service in the shortest possible time.
The duration of warranty and paid repairs is not longer than 14 days for domestically produced devices and not longer than 30 days for internationally produced devices.
RYWAL-RHC Service offers a replacement device of a similar class and similar parameters during the repair period. If the customer wants to use the device within a specified repair time, it is subject to a fee. In case of exceeding the repair deadline due to the service's fault, it is free. An agreement on loan must be drawn up each time.
Each paid repair concludes with issuing an invoice to the customer.
Damaged parts and used fluids after repairs undergo disposal as part of the service's scope of work. However, in the case of post-warranty service, used parts are the property of the customer. If a refund is requested, they must be returned to the owner and this fact noted in the Service Order Document (ZSR).
4. WARRANTY FOR SERVICES RENDERED
The warranty for service is 3 months. This is a warranty for the work performed and parts used for the repair. An exception is parts for Lorch devices - the warranty for them is 6 months.
In addition to the warranty, service activities (i.e., the work) are also subject to statutory warranty. In accordance with the law - Civil Code art. 556, 557 §1, and art. 568 - when repairing used devices after the warranty period, a one-year warranty period for consumers applies.
RYWAL-RHC Service excludes warranty for B2B service activities.
If the same faults reoccur in repaired devices periodically, the service may refuse to continue the repair due to helplessness in solving the problem. The last payment amount for the service is refunded in such cases.
Warranty may be excluded completely if parts are used for repair over which the service provider had no influence (e.g., used and approved parts or parts provided by the customer.) This fact will be noted in the Service Order Document (ZSR). The same applies to non-original parts - when original parts are no longer available on the market.
After repairing the device, the warranty is granted only for the scope of the repair.
In the case of repeated part replacement (for warranty repair), the warranty for that part starts anew. In the case of statutory warranty, it continues.
Warranty and statutory warranty after repair do not cover cases where the fault arises due to user error - mechanical events, unsuitable working conditions (as indicated by the manufacturer), incorrect operation of the device not in accordance with the user manual.
5. FINAL PROVISIONS
Releasing devices from the service is carried out only on the basis of the original Service Order Document received by the customer when leaving the device in the service.
A complaint about the service must be submitted by the customer immediately after discovering the inconsistency of the Service with the Service Order. The service is obligated to respond to the complaint within 14 days. If this deadline is not met, the complaint should be considered justified.
Matters not regulated by these General Terms and Conditions of Service are governed by the provisions of the Civil Code.
