Complaints Procedure

1. Submitting a complaint

• Complaints, technical reports and reports regarding delivery discrepancies should be submitted exclusively by email to: [email protected].
• The report should be complete, factual and allow for a technical assessment of the problem.
• The Seller shall consider complaints on the basis of information, documents, photographs, measurements and other evidence provided by the Buyer.

2. Minimum content of the report

The complaint should include at least:

• order number or sales document number;
• the name, code, index or other unique identification of the product;
• the number of items covered by the complaint;
• a detailed description of the reported defect, non-conformity or technical issue;
• the date the problem was identified;
• photographs of the product, connectors, cable, markings and packaging, if the matter concerns damage, non-conformity, error or visual condition;
• a description of the assembly, installation or usage conditions, if the problem arose after the product was used;
• information on whether the product has been soldered, crimped, cut to length, modified, fitted into a device, installed in a housing or subjected to other technical operations after delivery;
• the expected manner of handling the complaint.

3. Burden of proof regarding defects or non-conformities

• The Buyer is obliged to prove the existence of the reported defect, non-conformity or technical problem and to present the circumstances in which the problem was identified.
• In particular, in B2B relations, the burden of providing reliable data, documentation, photographs, measurement results and a description of the conditions of use rests with the Buyer.
• A mere assertion of a defect, without a description, documentation or technical justification, does not constitute grounds for accepting a complaint.
• The Seller does not consider general or subjective statements such as: “the product does not work”, “I think it is defective”, “another cable works”, “it used to work fine”, “it doesn’t work for me” or other similar claims not supported by specific technical data to be sufficient.
• Comparing the product with another cable, connector, adapter, antenna, device or installation does not in itself constitute proof of a defect if the conditions of the comparison, the specifications of both products and the method of testing have not been provided.

4. Requirements for measurements and technical tests

If the complaint is based on measurements, transmission tests, RF tests, continuity measurements, impedance, attenuation, VSWR, Return Loss, S11, shielding or other technical parameters, the Buyer should specify:

• the type and model of the measuring equipment used;
• the date of the last calibration of the measuring device, if this is relevant to the assessment of the result;
• the measurement range and the frequency or band in which the measurement was taken;
• the type of adaptors, connectors, test cables and loads used;
• the method of calibrating the measurement circuit;
• the conditions under which the measurement was performed;
• a diagram of the measurement connection or a photograph of the measurement setup;
• the measurement result in the form of a screenshot, report, measurement file or other legible record;
• information on whether the measurement was performed on the product itself or in a complete installation with other components.

A lack of information regarding the measurement conditions, equipment used, calibration, adapters or the method of conducting the test may prevent a substantive assessment of the complaint.

5. RF products and responsibility for selection

• The products offered by the Seller are specialist RF technical components, the correct operation of which depends on the selection of the appropriate connector type, impedance, operating band, cable length, attenuation, bend radius, method of installation, operating environment and parameters of the target device.
• The Buyer is responsible for the correct selection of the product for their own device, installation, application or system.
• A complaint does not cover situations where the product is in working order but has been incorrectly selected, used outside its intended scope, or used in an incorrect technical configuration.
• The Seller shall not be liable for non-conformity resulting from the Buyer’s incorrect selection of the product, incorrect assembly, improper installation, or the use of unsuitable adaptors, connectors or intermediate components.

6. Lack of a description of the defect or an incomplete complaint

• The absence of a description of the defect, a failure to specify the circumstances of its occurrence, or a lack of basic information required for a technical assessment prevents a substantive examination of the complaint.
• In the event of an incomplete report, the Seller may request the Buyer to supplement it.
• Until the report is supplemented, the processing of the complaint is suspended.
• Failure to supplement the report to the extent necessary for its assessment may result in the complaint being left unexamined or in its rejection as unsubstantiated or failing to meet basic formal requirements.

7. Complaint handling procedure

1. The Buyer shall submit a complete complaint form electronically.
2. The Seller verifies the completeness of the claim and whether it can be technically assessed.
3. If necessary, the Seller shall request the Buyer to provide additional information, photographs, measurements, a description of the application or technical documentation.
4. If the assessment requires the product to be examined, the Seller may request that it be returned.
5. Following an analysis of the claim, the documentation and the product (if returned), the Seller shall present their position or a proposed solution.

8. Returning the product for assessment

• Returning the product to the Seller requires prior agreement.
• Simply returning the product without a complete complaint form does not constitute acceptance of the complaint.
• The product returned for assessment should be properly secured against damage in transit.
• The Seller does not accept cash-on-delivery parcels, parcels sent to parcel lockers or parcel machines, or parcels notified by Poczta Polska.

9. Tampering with the product

• A complaint may be rejected if the product has been altered, dismantled, soldered, crimped, shortened, modified, mechanically damaged or used contrary to its intended purpose.
• This applies in particular to damage resulting from incorrect installation, excessive cable bending radius, mechanical overload of the connector, twisting of the cable, overheating, flooding, corrosion, contamination, incorrect soldering or the use of unsuitable tools.
• In the case of custom-made cable products, the condition of the product at the time of delivery and compliance with the order configuration are subject to assessment.

10. B2B Claims

• In B2B transactions, the Buyer is obliged to check the consignment, the conformity of the delivery and the condition of the products immediately upon delivery.
• Any discrepancies in the delivery that can be detected during a standard acceptance inspection, in particular errors in quantity, errors in product range, visible damage, incorrect labelling or obvious visual differences, must be reported within 7 calendar days of delivery.
• After this period, the delivery shall be deemed correct in respect of any discrepancies detectable during a standard acceptance inspection.
• In B2B transactions, a complaint should include a sound technical justification, and where product parameters are disputed, it should also include details of the measurement method, equipment used, calibration and test conditions.