Interfoto

CLASSIFICATION OF COMPLAINTS

1. Exchange
An exchange is only valid for products within 14 days of purchase, which has a technical and manufacturing defect, or in the event that spares are not available. A valid proof of purchase must be provided.

The product must be in its original packaging and in a visibly “new condition” with all original accessories, attachments and packaging.

2. Credit
A credit will only be passed for products submitted a warranty claim if a unit cannot be repaired or exchanged for a new product.

The product must be in its original packaging and in a visibly “new condition” with all original accessories, attachments and packaging.

Factory fault: is a fault due to failure attributable to material or workmanship utilised in the manufacture of the product.

NB: Exchange and credit will only be done at Interfoto Head Office, no credit will be granted before Interfoto Head Office receives the defective products. Should there be any exchange or credit query, the Interfoto Service Centre job number must be quoted as a reference.


3. Warranty repair
Repair to a factory fault on a product during the warranty period of that product and where the product was faulty in the normal course of use. A valid proof of purchase must be provided.


4. Out of guarantee and warranty repairs

Customers will be liable for the full cost of repair. Repairs will only be carried out after receiving the authorization from the store that the quotation has been accepted. In the event the store or customer rejects the quote, a quote rejection fee of R50 will be charged to the customer.

Products are considered out-of-guarantee if:

4.1. The product is sent in for repairs after warranty or guarantee period has expired;
4.2. The product is tampered with or the product seal is removed within the guaranty or warranty period;
4.3. Product labels, serial numbers, watermarks, false proof marks etc. is altered or removed within the guarantee or warranty period;
4.4. The product sustains critical damage as result of unauthorised use or modification of the product, rodent, insect damage, chemical damage, water spillage, use of the incorrect voltage or improper installation within the guarantee or warranty period;
4.5. Damage was caused to the product by external factors out of our control including fire, flood, lightning damage, high winds and power surges
4.6. There is any sign of physical damage to the product.

If the fault found on the product is as a result of any of the conditions above, the cost of the repair will be quoted and the quotation emailed to the store’s service centre, thereafter the store has 10 days to reply by emailing back the quotation with the store stamp, the manager’s signature and date if the quote is accepted. The same conditions will apply for a quote not being accepted and should the store manager or its representatives fail to authorize the repair within 10 days the quote will automatically be considered as declined and the product will be returned to the store.

If a repair has not been collected within 90 days it will be sold as 2nd hand to defray costs.