Customer Service

Warranty and Returns

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GOTE reserves the right to modify the data published in our catalog and website (consumption, dimensions, …) without prior notice, due to changes in the products for any reason. The technical data sheets on the web have the information updated to the latest level, invalidating the previous versions.

In some cases in the published photographs the product is shown with accessories, provided that it is another reference, these accessories are not included and must be ordered separately.

Considerations

The sales of GOTE S.A., shall be governed by the rules described in these sales conditions of GOTE S.A., in case of exception, both parties shall agree on the stipulated conditions prior to the sale, leaving in writing all details about them.

GOTE S.A.’s terms and conditions of sale are considered to be accepted from the moment in which the customer signs up, thus accepting GOTE S.A.’s terms and conditions.

Conditions of supply

1. The buyer must issue a purchase order specifying without any doubt the products he/she wishes to purchase together with the delivery address.
2. The characteristics of the products communicated in the product sheets, web page, catalogs, ….. Such as weights, dimensions, technical specifications,… are merely indicative and non-binding, with the exception of special requirements for closed projects, which will be put in writing at the time of the request for sale and the subsequent quotation issued by GOTE S.A.
3. Delivery time is considered to be the method of transport and time agreed at the time of closing the order (see point 3 tariffs).
4. The delivery terms will be agreed by both parties, with no cost for GOTE S.A. in case of non-compliance, unless a special contract has been signed for such operation or project.
5. Any change in the agreed delivery date due to any factor attributed to the customer will not be considered a delay. These causes can be very varied so we cite some examples, change in the order, modification of materials, delay in submitting any extra documentation required, etc..
6. GOTE S.A. will not be responsible or liable for any delay in the delivery date that is the responsibility of the agency or directly of the customer or person in charge of receiving the shipment.
7. It is the customer’s obligation to inspect all the material sent, even claiming the presence of the driver of the agency that manages the delivery. The customer will have 24 hours to make the corresponding claim in which the damage caused to the goods by the transport will be indicated. After this period, the customer will be responsible for or assume the damage caused by the transport of the goods. This point includes delays in the delivery of the material.

The maximum limit to make a return will be 30 days, once this period is exceeded no return will be accepted. In any case, within the stipulated period the material must be in perfect condition, unused and with the packaging in perfect condition. In case of not complying with the above mentioned points, no refund will be made.

No returns of materials manufactured specifically for projects will be accepted.

The return shipping costs will always be paid by the customer and GOTE S.A. reserves the right to inspect the goods at its facilities before issuing the corresponding credit note.

Rates

1. The prices delivered may be NET prices or PVP (pending the application of the agreed discounts) without VAT or any other tax, such as Ecotasa. Subsequent to the sale, it will be possible to consult such taxes extra to the sale and external to GOTE S.A. in the invoice. By previous request it is also possible to know the amount of such taxes. Also exempted from the offers are the postage for the shipment of goods, except in the following cases:
2. The validity of the offers is one month from the date of the same, and there may be price changes in products where the raw material is copper, as well as the discontinuation without prior notice from the factory, not subtracting the period of acceptance of the offer to the delivery of the products.
3. The prices indicated in the offer are for the usual methods of payment, the method of payment will be agreed upon in writing when a customer opens his account with GOTE S.A.
4. Subsequent to the acceptance of an order, prices cannot be modified, except in situations agreed between the Seller and the Buyer or for any reason attributable to the Buyer or set forth in paragraph b above.
5. The exchange of information will be considered private between both parties, not disclosing any data to third parties and the use of the information for any other purpose is not allowed.

Methods of payment

The methods of payment are fixed when the customer opens an account with GOTE S.A.

These conditions can always be subject to prior agreement between both parties and will not be valid for orders already served and pending collection.

Warranty

GOTE S.A. undertakes to comply with the legally established terms during the warranty period for defects in materials or workmanship in its products, which begins with the date of delivery of the material. This period ranges from 2 to 3 years depending on the type of product. For more information about the warranty period, please refer to the product data sheet in this catalog or on our website.

The customer or buyer is obliged to comply without exception with the conditions detailed herein. The warranty will be void if the product is not used under normal conditions determined by GOTE S.A.

Any product that does not function properly should be handled as follows:

• Immediately inform by phone or email, always through the distributor who has purchased our product, of the functioning of the product.
• This communication must always be accompanied by the purchase invoice, in which the malfunctioning product and its date of issue can be seen and understood.
• Subsequently GOTE S.A. will send the RMA documentation for the opening of the incident and consequently for the repair or replacement of the same, such documentation must be returned to GOTE S.A. fully completed. Then GOTE S.A. will return the completed documentation with its RMA number and with the acceptance to proceed by the customer to send the product to GOTE S.A. The shipping cost of the product will be borne by the customer or distributor.
• Once the product is in GOTE S.A., its operation will be analyzed, if it is not correct, it will be exchanged or repaired and returned to the customer at GOTE S.A.’s expense.

In case the product is not in the product portfolio at that moment, GOTE S.A. reserves the right to exchange the product for an equivalent or superior product, without being obliged to make any payment.

If the product after its revision does not present malfunction, it will be returned to the customer freight collect or the customer will pick it up at our facilities.

The products that present any type of external damage or damage produced by the environment that has surrounded the equipment in its original installation will be exempt from warranty. Such possible damages include:

• Physical damage, such as falls, blows, breakage, improper use, installation and exposure in unsuitable environments, …
• Electrical, products that do not receive adequate power supply for their correct operation, including excessive harmonics, electrical noise, poor choice of the power supply wiring section…
• Manipulations on the product that are not adequate or not carried out by GOTE S.A. personnel, such as repairs by the customer, or modifications to the product.
• Environmental damage, any type of damage caused to products due to environmental causes (floods, natural disasters, floods, leaks, etc.).

The warranty will only cover the value, by way of exchange or replacement, of the products purchased from GOTE S.A. in no case expenses derived from installation or uninstallation, including transportation costs of the products.

Likewise, any economic compensation for incorrect operation of the products supplied by GOTE S.A., either due to damages caused or due to lack of service in the installation, is excluded. Given the variety that may exist in these situations, GOTE S.A. excludes any responsibility or right to any possible situation not mentioned in these warranty conditions.

The acceptance to cover a warranty and subsequent repair of the product, does not indicate that the warranty starts again from that date, the date of purchase of the product in GOTE S.A. will always be taken as the start date of the warranty.