Warranty Service Policy
Alpin products are offered with a warranty period, which is consistent with the requirements of the Bulgarian legislation:
The Importer/Service Organization warrants against defects in the design, materials and operation of the appliance for a period of 24 months from the date on which the equipment was purchased from the original owner with the appropriate warranty card and purchase document. The warranty period can be extended up to 36 months, in case the appliance has undergone annual technical maintenance every year.
The product is subject to periodic maintenance mode (once every 12 months), in accordance with the manufacturer's maintenance guidelines as defined below. It is the responsibility of the end user to demonstrate the regular maintenance and inspection of the system. Inspection and maintenance should be carried out by a suitably trained and qualified technician.
After completion of maintenance and inspection works, the end user must be left with detailed and accurate documentation, which may be required when making a warranty claim.
Equipment defects covered by this warranty will be repaired or replaced at the service organization's discretion at no cost to the owner for parts and labor within the warranty period.
All inserted parts that are replaced under this warranty are subject to warranty service in accordance with the terms of this warranty for the remainder of the original warranty period.
Except to the extent not in accordance with the legal rights of the owner and the rights granted by this warranty, all other warranties and any liability of the importer (Acton Electronics Ltd.) and the manufacturer for any direct and consequential loss or damage are expressly excluded.
Warranty conditions:
The warranty is valid only on the territory of the Republic of Bulgaria
Notwithstanding this commercial guarantee, the seller is responsible for the lack of conformity of the consumer product with the sales contract.
This warranty is valid only if it is completed in full and legibly at the time of receipt of the goods, contains the name and seal of the seller and installer, the signature of the customer. Technical prophylaxis is carried out regularly every 12 months.
ATTENTION! Forged, incorrectly and incompletely filled in warranty cards, as well as damaged ones, are invalid.
1. The warranty period starts from the date of installation, but no later than 6 (six) months from the date of purchase of the appliance.
This warranty does not apply to:
1.1. Ongoing maintenance (e.g. cleaning dust or ice).
1.2. Remote control, plastic and glass parts located on the outer walls of the appliance, external connecting cables and pipes, and other accessories and accessories.
1.3. Cosmetic damage to the outer side of the housing, as well as for the normal wear of mechanical components subjected to wear in the course of normal (prescribed) operation.
1.4 Consumables (e.g. refrigerant, oil, glycol)
2. In case of repair:
2.1. The warranty period does not run during the stay of the product in the workshop.
2.2. The importer and the service center cannot be held responsible for lost profits and consequential losses as a result of the defect of the goods or their stay in the workshop.
2.3. In cases of need to replace parts, assemblies or parts during repairs, the defective ones become the property of the service center and are taken by the service technician for accountability.
The time for carrying out the repair varies depending on its complexity and the supply of spare parts, with a maximum period of no more than 30 days from the date of acceptance at the service.
3. Free warranty service may be refused in the following cases:
3.1. Installation by unauthorized persons and companies without the necessary licenses and certificates.
3.2. When the instructions for storage, installation and operation specified in the manual of the device are not followed.
3.3. When there is a discrepancy between the data in the documents and the goods themselves, or when the serial number plate has been removed or replaced in any way.
3.4. When an attempt has been made to remedy the defect by the buyer or other unauthorized persons.
3.5. When the power of the product does not correspond to the volume and type of the room where it is installed (incorrect sizing). Authorized installation centers are obliged to monitor the correct assignment (according to technical calculations to the design under HVAC) of
3.6 When the damage has occurred as a result of the ingress of an external body (liquid, dust, insects and insects, etc.), under the influence of an aggressive external environment or elementary care for the equipment has not been taken.
3.7 When the defect is due to shocks, shocks, mechanical or electrical overloads resulting from negligence, transport or natural disasters (lightning, floods, etc.), electric shock or malfunctions in the supply network or other causes beyond the control of the importer/service or force majeure.
4. The air conditioner is not fully efficient and operates with lower efficiency in the following cases:
4.1. High humidity />80%/ of the indoor or outdoor environment /from -5C to +5C/, as well as near water bodies.
4.2. At temperatures lower or higher than normally intended for the given model.
4.3. With open doors and windows of the room in which it is installed.
4.4. In case of uncleaned filters of the indoor unit.
4.5. When the characteristic features of the premises, purpose, exposure, glazing, thermal insulation, ventilation, number of storeys, etc. are not taken into account.
To achieve the set temperature, the air conditioner must operate for 24 hours, and the recommended temperature in heating mode is 22C-25C to prevent the outdoor unit from icing at sub-zero temperatures.
5. Complaint Process
5.1 In the event of a functional disturbance of the product, the end-user must contact the installer who originally installed the product or, where this is not possible, the dealer from whom he purchased the device. The reference model of the product, the serial number of the item, as well as a document of the purchase made will be required as proof of purchase. The importer and the manufacturer reserve the right to check the admissibility of all claims in order to protect against fraudulent, invalid or repeated claims.
5.2 The Warranty Claim Form must be completed and returned to the Importer/Service Organization by the End User or Installer. Failure to submit correctly completed documentation will delay the request and the Importer/Service Organization reserves the right to refuse any claim when incorrectly executed documentation is provided.
5.3 In the event that a dispute arises, the Importer/Service Organization may request access to carry out an inspection of the Product in order to confirm the claim. If it is found that the damage is the result of improper installation and/or selection, etc., the Importer/Service Organization reserves the right to claim the costs of the visit at our standard daily price (BGN 300.00 excluding VAT). This excludes any additional travel/accommodation costs required to visit. The standard daily rate will cover attendance within a radius of 100 kilometers from our head office as described at the end of this document.
6. Repair process
Upon inspection of the system, the Importer/Service Organization will determine (directly or through the intervention of an authorized third party) if the defect is subject to the warranty. In the event that the defect is subject to an extended warranty, the Importer/Service Organization (through the intervention of an authorized third party) will repair the defect.
Where warranty service involves the replacement of a product or the replacement of a part, subject to applicable law, the replaced module or replaced item becomes the property of the Importer. If, after repeated efforts, the Importer/Service Organization is unable to restore the product to good working condition, at the discretion of the Importer/Service Organization, it will replace the product with an identical or functionally equivalent product. The wildcard can be a new or refurbished item.
Where the Importer/Service Organization is required to carry out any repairs, this will only be done if the environment is considered safe. Any relevant access permissions, risk assessments, and method statements are the responsibility of the customer. The necessary access equipment must be provided by the customer prior to attendance. The importer shall not be liable for the inability to provide access equipment, which would lead to the interruption of the visit. The importer reserves the right to refuse to carry out the work on the site if the installation or the environment is considered dangerous. In case of unsafe conditions, the Importer/Service Organization will visit the site only after confirmation is received that the conditions are considered safe and reserves the right to charge for an unsuccessful visit. In case the installation is carried out with lifting equipment, it is the responsibility of the customer to provide and pay the costs of lifting equipment in case of need for service and access to the device.
Excerpt from consumer protection law
Art. 33. (1) When the goods do not meet the individual requirements for compliance with the contract, the objective requirements for conformity and the requirements for installation or installation of the goods, the consumer shall have the right:
1. to file a claim by asking the seller to bring the goods into compliance;
2. to receive a proportional reduction in the price;
3. to terminate the contract.
(2) In the cases under Para. 1, item 1, the consumer may choose between repair or replacement of the goods, unless this proves impossible or would lead to disproportionately large costs for the seller, taking into account all the circumstances of the particular case, including:
1. the value that the goods would have had if there had been no lack of conformity;
2. the significance of the discrepancy, and
3. the possibility to provide the other remedy to the consumer without significant inconvenience to the consumer.
(3) The seller may refuse to bring the goods into compliance if the repair and replacement are impossible or if they would lead to disproportionately large costs for it, taking into account all circumstances, including those under Para. 2, items 1 and 2.
(4) The consumer shall have the right to a proportional reduction of the price or to terminate the contract of sale in the following cases:
1. the seller has not carried out repairs or replacement of the goods pursuant to Art. 34, para. 1 and 2 or, where applicable, has not carried out repairs or replacement pursuant to Art. 34, para. 3 and para. 4 or the seller has refused to bring the goods into compliance under para. 3;
2. there is a discrepancy despite the actions taken by the seller to bring the goods into compliance; In case of non-conformity between durable goods and goods containing digital elements, the seller has the right to make a second attempt to bring the goods into compliance within the warranty period under Art. 31;
3. the non-conformity is so serious that it justifies an immediate price reduction or termination of the sales contract, or
4. the seller has stated or it is clear from the circumstances that the seller will not bring the goods into compliance within a reasonable time or without significant inconvenience to the consumer.
(5) The consumer shall not have the right to terminate the contract if the discrepancy is minor. The burden of proof as to whether the non-conformity is negligible lies with the seller.
(6) The consumer has the right to refuse payment of the remaining part of the price or part of the price until the seller fulfills his obligations to bring the goods into compliance.
Art. 34. (1) The repair or replacement of the goods shall be carried out free of charge within a reasonable time from the notification of the non-conformity to the seller by the consumer and without significant inconvenience to the consumer, taking into account the nature of the goods and the purpose for which they were needed by the consumer.
(2) For goods other than goods containing digital elements, the repair or replacement of the goods shall be carried out free of charge within one month from the notification of the non-conformity to the seller by the consumer and without significant inconvenience to the consumer, taking into account the nature of the goods and the purpose for which they were needed by the consumer.
(3) When the non-conformity is eliminated by repair or replacement of the goods, the consumer shall make the goods available to the seller. When the goods are exchanged, the seller takes the exchanged goods back from the consumer at his own expense.
(4) Where repairs require the dismantling of goods which have been installed in accordance with their nature and purpose before the non-conformity occurs, or where those goods need to be replaced, the seller's obligation to repair or replace the goods shall include the dismantling of the non-compliant goods and the installation of replacement goods or repaired goods, or bearing the costs of dismantling and installing the goods.
(5) The consumer shall not owe payment for the usual use of the replaced goods for the time before their replacement.
Art. 35. The price reduction is proportional to the difference between the value of the goods received by the consumer and the value that the goods would have had if there were no lack of conformity.
Art. 36. (1) The consumer shall exercise his right to terminate the contract by means of an application to the seller, notifying him of his decision to terminate the contract of sale.
(2) When the non-conformity applies only to some of the goods delivered under the contract of sale, and there are grounds for termination of the contract pursuant to Art. 33, the consumer has the right to terminate the contract of sale only in respect of those goods which do not conform, as well as in respect of all other goods which he has acquired together with the goods which do not conform, if it cannot reasonably be expected that the consumer will agree to keep only the goods which compliant.
(3) Where the consumer terminates the contract of sale in whole or in part only in respect of some of the goods delivered under the contract of sale, the consumer shall return these goods to the seller without undue delay and not later than 14 days from the date on which the consumer has notified the seller of his decision to terminate the contract of sale. The deadline is considered to be met if the consumer has returned or sent the goods back to the seller before the expiry of the 14-day period. All costs for returning the goods, incl. shipping of the goods, are at the expense of the seller.
(4) The seller shall refund to the consumer the price paid for the goods upon receipt or upon presentation by the consumer of proof of their dispatch to the seller. The seller is obliged to refund the amounts received using the same means of payment used by the consumer in the initial transaction, unless the consumer has expressed his explicit consent to use another means of payment and provided that this does not involve costs for the consumer.
Art. 37. (1) The user may exercise his/her rights under this Section as follows:
1. for goods other than goods containing digital elements, within two years from the delivery of the goods;
2. for goods containing digital elements, where the contract of sale provides for a one-off supply of digital content or a digital service, irrespective of whether the discrepancy is due to the physical or digital elements of the goods, within a period of up to two years from the supply of the goods and the provision of the digital content or digital service or within the period of time, referred to in Art. 31, para. 1 and 2, without impeding the application of Art. 28, para. 3, item 1;
3. for goods containing digital elements, where the sales contract provides for the continuous provision of digital content or a digital service for a specified period of time, regardless of whether the discrepancy is due to the physical or digital elements of the goods, within a period of up to two years from the delivery of the goods and from the commencement of the continuous provision of the digital content or digital service;
4. For goods containing digital elements, where the contract of sale provides for the continuous provision of digital content or a digital service for a period longer than two years and the non-conformity is due to the digital elements of the goods, the consumer may exercise his rights under this Section within the term of the contract.
(2) The term under Para. 1 shall cease to run during the time necessary for repair or replacement of the goods.
(3) The exercise of the consumer's right under Para. 1 shall not be bound by other time limits for filing a claim, other than those under Para. 1.
