Returns and Complaints
Rules concerning returns, complaints, shipping damage, and manufacturer warranties in B2B sales conducted by IoT Solution.
Returns and Complaint Handling
The information below provides a practical summary of the rules applicable in the B2B store. Detailed terms are set out in the General Terms and Conditions of Sale, the terms of the specific order and — in the case of warranties — the terms of the relevant manufacturer.
Returns
The IoT Solution store operates on a B2B basis. Products that have been correctly delivered, conform to the order, and are free from defects are not eligible for standard returns.
A report concerning a defective Product, a Product damaged in transit, or a Product that does not conform to the order is not treated as a standard return — it is handled under the complaint procedure described below.
Complaints
If a defect or malfunction of the Product is identified, please report the issue promptly after it is detected.
Current contact details are available on the Contact page.
Contact UsTo help us process the complaint efficiently, please provide:
- the order number or purchase document,
- the Product name and code, and the serial number if applicable,
- the date the issue was identified,
- a detailed description of the defect or irregularity,
- photos, recordings, or other supporting materials if they may help assess the complaint.
B2B Complaint Processing Time
Many of the devices we offer come from foreign manufacturers, so processing a complaint may require sending the device or documentation to the manufacturer and waiting for its response.
Up to 60 Days to Process a Complete Complaint
B2B complaints are processed within up to 60 days from the date a complete complaint is received. This period includes cases where diagnostics, shipment of the device, or obtaining the manufacturer's position is required.
The period is calculated from receipt of a complete complaint together with the information and materials necessary to begin the procedure.
For Products from other manufacturers, the scope and outcome of the warranty procedure depend on the terms and decision of the relevant manufacturer.
Delivery and Shipping Damage
The condition of the shipment and its conformity with the order should be checked as thoroughly as possible upon receipt.
Damage or Delivery Discrepancy
If there is visible damage to the shipment, tampering with the packaging, or a significant delivery discrepancy, the documentation required to report the damage should be secured immediately.
IoT Solution must be notified of shipment damage, interference with its contents, or a significant delivery discrepancy promptly, and no later than within 3 days of delivery or receipt.
If there is visible damage to the packaging or signs of tampering, a damage report should be prepared with the carrier and a copy provided to IoT Solution.
Product Not Conforming to the Order
If the delivered Product does not conform to the order or sales document, contact IoT Solution before returning it. Once the complaint has been confirmed, the Product will be returned to the indicated address at the Seller's expense.
The correct Product will be shipped subject to availability and after receipt of the non-conforming Product has been confirmed.
Warranty
Warranty terms depend on the manufacturer of the relevant device.
Products from Other Manufacturers
IoT Solution does not provide its own warranty for Products from other manufacturers. If the manufacturer provides a warranty for a given Product, its duration, scope, exclusions, and method of fulfilment are determined solely by the warranty terms specified by that manufacturer.
Complaints concerning such Products may require documentation or the device to be sent to the manufacturer. The decision on whether the warranty claim is accepted and how it is handled is made by the relevant manufacturer.
Before submitting a claim, it is worth checking the current warranty terms published by the manufacturer for the specific Product model.
Possible Complaint Outcomes
The outcome of a complaint depends on the type of issue, the terms of the specific order and — in the case of a manufacturer warranty — the manufacturer's decision.
Possible Outcomes
Want to Submit a Complaint?
Prepare the order number, Product details, and as detailed a description of the issue as possible. Sebastian Warszton handles complaint submissions.