1. Scope of Application This Return and Complaints Policy applies exclusively to all deliveries and services provided by Matechnia UG (haftungsbeschränkt) to entrepreneurs within the meaning of Section 14 of the German Civil Code (BGB). As our products and services are intended exclusively for business customers, the statutory right of withdrawal applicable to consumers does not apply.
2. Inspection of Goods The buyer is required to inspect the delivered goods immediately upon receipt for:
completeness;
transport damage;
obvious defects; and
conformity with the order.
Any apparent defects must be reported to Matechnia UG (haftungsbeschränkt) in writing no later than seven (7) calendar days after receipt of the goods. Any visible transport damage should, where possible, be documented immediately with the carrier and reported to Matechnia UG (haftungsbeschränkt) without undue delay. The transfer of risk shall be governed by the agreed Incoterms®.
3. Hidden Defects Defects that could not reasonably be identified during the initial inspection upon receipt must be reported in writing immediately after their discovery. The complaint must include a clear and comprehensible description of the defect.
4. Documents Required for Complaints To enable us to process a complaint efficiently, the following documents or information may be required:
Invoice number;
Order number;
OEM reference number;
Product photographs;
Photographs of the packaging;
Photographs of the identification plate; and
A detailed description of the defect.
Additional information or supporting documentation may be requested where necessary.
5. Returns Goods may only be returned with the prior written approval of Matechnia UG (haftungsbeschränkt). Unauthorised returns may be refused and returned to the sender.
6. Returns Due to Ordering Errors Returns resulting from an ordering error made by the buyer shall be considered solely on a case-by-case basis. The buyer has no automatic right to return such goods. Any shipping costs, customs duties, packaging costs or handling charges already incurred may be deducted from any refund granted.
7. Exclusions from Return Returns are generally not accepted for:
specially procured products;
custom-made products;
electrical or electronic components;
products that have already been installed or used;
damaged products;
incomplete products;
opened seal kits or repair kits;
products with removed or damaged labels or identification markings; or
products contaminated with oil, grease, fuel or other operating fluids as a result of installation or use.
8. Return Shipping Costs Unless otherwise agreed, the buyer shall bear the cost of returning the goods. Where a complaint is accepted as justified, Matechnia UG (haftungsbeschränkt) shall decide, at its sole discretion, whether return shipping costs will be reimbursed.
9. Examination of Complaints Upon receipt of the returned goods, a technical inspection will be carried out. No decision regarding the acceptance or rejection of the complaint can be made before completion of this inspection.
10. Available Remedies If a complaint is accepted, Matechnia UG (haftungsbeschränkt) may, at its sole discretion:
provide a replacement product;
repair the product;
issue a credit note; or
refund the purchase price.
The buyer is not entitled to demand any particular form of remedy.
11. Exclusion of Warranty Claims Complaints will not be accepted where damage has resulted from:
improper installation;
incorrect fitting;
normal wear and tear;
overloading;
inadequate maintenance;
use of unsuitable lubricants;
modification of the product; or
operation outside the manufacturer's specified operating conditions.
12. Removal Costs and Consequential Damages Unless otherwise required by mandatory law, Matechnia UG (haftungsbeschränkt) shall not be liable for any costs or losses relating to:
removal of the product;
installation of a replacement product;
machine downtime;
rental equipment;
labour costs;
production losses;
transportation costs; or
indirect or consequential damages.
13. Ownership of Replaced Goods Products that have been replaced or credited may become the property of Matechnia UG (haftungsbeschränkt) and must be returned upon request.
14. International Deliveries For international deliveries, the buyer shall bear all import duties, customs charges and any costs associated with the re-importation of goods, unless otherwise agreed or prohibited by applicable law.
15. Incorrect Product Identification The buyer is solely responsible for selecting the correct spare part. Matechnia UG (haftungsbeschränkt) will assist customers in identifying suitable products based on OEM reference numbers, identification plates and technical documentation. However, Matechnia UG (haftungsbeschränkt) cannot guarantee the completeness or accuracy of the information provided by the buyer.
16. Inspection Before Installation The buyer is responsible for verifying that all delivered products correspond to the order and are technically suitable before installation. Products that have already been installed or used are generally excluded from return unless a demonstrable material or manufacturing defect exists.
17. Severability Should any provision of this Return and Complaints Policy be or become wholly or partly invalid or unenforceable, the validity of the remaining provisions shall remain unaffected.