Customer Service Charter

The present SEFMAT after-sales service charter defines the rules applicable to return requests and the practical procedures to follow when returning a product as part of the after-sales service.

The terms listed below have the meaning attributed to them by this definition:

Force Majeure: Is an event that fulfils all 3 of the following characteristics: Cannot be foreseen (unforeseeable) Cannot be overcome (irresistible) External event beyond the control of the person concerned.

Customer: refers to buyers who are professionals within the meaning of the French Consumer Code and who enter into a Contract (as defined below) with the Distributor (as defined below).

Supplier: refers to the company SEFMAT, a simplified joint stock company, whose registered office is located at 7 rue de Betnoms in Le Haillan (33185) France and registered in the Bordeaux Trade and Companies Register under number 320 696 594.

Distributor: Is the reseller of the Products purchased from the SEFMAT Supplier.

Product: refers to the good (or part of this good) which is the subject of the Order, described in the catalogue, on the Internet site and in the Supplier’s technical data sheets.

1. RULES GOVERNING WARRANTIES

1.1 The Products delivered by the group SEFMAT, profit from a legal guarantee of one (1) year, as from the date of invoicing by the Distributor, covering their absence of conformity and all hidden defects, resulting from a defect of material, design or manufacture affecting them and making them unsuitable for use.

1.2 An additional contractual guarantee period is sometimes mentioned in the “WARRANTY” section of the instructions for the Product concerned.

1.3 All warranties are excluded in the event of abnormal use of the Product, use in conditions other than those for which it was produced (in particular in the event of non-compliance with the conditions prescribed in the instructions for use), negligence or lack of maintenance on the part of the Customer, as well as in the event of normal wear and tear of the Product or force majeure, and in the event of deterioration or accident resulting from impact, dropping, negligence, lack of supervision or maintenance, or transformation of the said Product.

The following are also excluded :

• Wear parts specified in each manual.
• Accessories added after the purchase of the Product (where applicable, a specific warranty relating to the accessory concerned will apply).
• Alterations to the Product, in particular modifications or the addition of parts not supplied by the manufacturer.
• The use of a SEFMAT product or one of its spare parts that does not comply with the country’s standards.
• Pre-existing repairs to the Product not carried out by RIPACK®.
• Products no longer bearing the label or identification number (S/N) or Products whose number has been modified.

1.4 In order to assert his rights, the customer, purchaser of the Product of company SEFMAT will have, under penalty of forfeiture of any action relating thereto, to inform us in writing at the following address info@sefmat.com, of the existence of the defects within a maximum period of seven (7) days as from their discovery.

1.5 This warranty covers the cost of repairing the product (parts, labour and return postage, the outward postage being borne by the customer) or replacing it (if it cannot be repaired). It does not give the right to any compensation in kind or in cash.

1.6 Replacement of the Products will not have the effect of extending the duration of the above-mentioned guarantee.

1.7 The guarantee forms an inseparable whole with the product sold by SEFMAT or its authorised dealer. The product may not be sold or resold altered, transformed or modified.

1.8 We will only be able to accept responsibility from our approved partners or our manufacturing site if all the parts that made up your product at the time of purchase are returned to us. Without the complete return, we will not be able to validate the warranty.

1.9 The Sefmat group shall not be held liable in particular in the following cases:

• Non-respect of the legislation of the country in which the Products are used.

2. HOW TO BENEFIT FROM SEFMAT AFTER-SALES SERVICE?

In the event of a malfunction in products not covered by a contractual or legal warranty, sefmat provides after-sales service (hereinafter “aftersales service”).

In the event of a product malfunction, sefmat provides useful information such as tutorials, troubleshooting or instructions manuals in the support area of the ripack.com website.

If you cannot find the information you need to solve your problem, you can contact your distributor first, or the sefmat service department using the “AFTER-SALE CONTACT” form.

Once you have completed this online form, you will be given an after-sales tracking number which will be used to handle and analyse your Product. This number must be attached to the Product being returned.

Once the analysis has been completed, a quotation will be sent to you via your distributor if the Product is outside the warranty period or does not fall within its scope. If the quotation is refused, you may be billed for the cost of the analysis.

RIPACK® RETURNS POLICY

3.1 The Customers wishing to return a product must complete a returns request form on the website www.ripack.com , under the heading “ASSISTANCE” “AFTER-SALE CONTACT“, specifying :

• The original invoice from the Distributor,
• The product reference and quantity,
• The exact and detailed reason for the return request,
• The condition of the product and the product serial number (S/N)
• All parts supplied when the Product was purchased. (e.g. for a gun: return the regulator, swivel, hose, gun and extension if used).

3.2 No returns can be made without the after-sales service number generated following your request in the ASSISTANCE section. From the date on which the file is created, the Customer has fifteen (15) working days to return the product in accordance with the terms and conditions defined in article 3.1 above. Any returns sent after the deadline or which are incomplete will be systematically rejected.