General rules for accepting and sending parcels

1. Responsibility regarding the shipment

   1. The sender is responsible for the quality of the parcel's packaging.
   2. The recipient is obliged to check the contents of the package in the presence of the courier. In the event of damage to the content, immediately make a damage report at the time of delivery and in the presence of the courier.
      The prepared report should have the following data: waybill number, date of delivery, description of damage to the goods and condition of the outer packaging. The protocol must include a legible signature of the courier.
   3. In the event of non-compliance with the above requirements, the responsibility for damage lies with the recipient of the shipment. Proving that the damage was caused by the fault of the carrier or Lauda Audio, lies with the recipient.
   4. In the event of a transport damage, you must notify Lauda-Audio immediately on the day of delivery. You must also provide a damage report (electronic form is allowed) along with photographic documentation within 7 days of delivery.
   5. If the customer has fulfilled all his obligations in accordance with the guidelines set out in these Terms of Service and has met all deadlines, Lauda Audio has the obligation to submit his claim to the shipping company and resolve the case by giving an appropriate discount for the damaged goods, removing the defect or delivering a new product.
   6. It is the recipient's responsibility to draw up a report that will show all the protection measures of the parcel and any damage to the outer packaging. In addition, the recipient should ensure that the date and time of making the damage report coincides with the date and time of delivery.

2. Rules for proper packaging of consignments

   1. Before packing, prepare photographic documentation of the packaged equipment. Particularly important are the elements most vulnerable to damage in transport (such as the guitar neck near the head). Pictures should be kept in the event of transport damage.
   2. Fill sensitive areas with Styrofoam, foam inserts, cardboard spacers or other protective materials of this type to the extent appropriate for the size and weight of the equipment.
   3. Additionally, secure the equipment with bubble wrap.
   4. Place the protected equipment in a carton, filling in empty spaces with bubble wrap or other material.
   5. For guitars in a case, do the above by treating the case as a box. The case prepared in this way should be additionally secured in another box.
   6. Seal the box, avoiding the use of stretch film or other opaque materials - this way any damage to the box or packaging can be easily noticed.
   7. Attach the warning stickers: "attention glass" on the prepared parcel, on each side of the box.

3. Recommendations for the correct making of a damage report

   Some important details you need to pay attention to when making a damage report, are:
   • The date and time of delivery and on the damage report must be the same.
   • In the description of the damage, please provide the model and serial number of the damaged item, and describe the damage as accurately and unambiguously as possible.
   • Make sure to mark the cardboard box in the outer packaging section. If the package was wrapped in foil, select foil and cardboard box.
   • In the field regarding the condition of the outer packaging, mark all the smallest damages, dents, creases, tears, cuts. Avoid checking "no external damage" at all costs.
   • In the field regarding internal protection, all additional types of protection should be accurately listed (even if they are individual): bubble wrap, foil, Styrofoam, plastic covers, cardboard inserts, etc.
   • The finished report should be delivered to Lauda Audio within the time limit described in point I.4. of ToS

4. Rules for reporting a claim - RMA

   1. Warranty claim:
      1. The right to file a claim is reserved for Lauda-Audio customers whose goods are covered by the warranty, and who confirm its origin by presenting a sales document issued by Lauda-Audio.
      2. All entities meeting the above condition may submit a complaint using the RMA form. The legitimacy of the claim is verified by the service after receiving the equipment.
      3. After sending the RMA, the customer is obliged to inform Lauda Audio about the preparation of the parcel for shipment. The person coordinating the claim will decide whether to arrange collection of the package or take other steps.
      4. The applicant is obliged to pack the package in accordance with the "rules for proper packaging of consignments" set out in these ToS and to attach to the shipment a copy of the proof of purchase and a warranty card (if issued).
      5. In the event that the applicant fails to meet the above requirements, his complaint may be rejected or suspended until the doubts are resolved.
      6. Rejection of the complaint due to violation of the rules of the ToS or if the product was damaged due to the fault of the customer, will result in the imposition of a fee on the customer for the costs of claim handling incurred by Lauda Audio.
      7. The repair time is a maximum of 14 business days from the moment of delivery to the service (the day of delivery is day zero). The repair time may be longer due to waiting for the spare parts from abroad, or when the repair requires it. The service will inform you about the extension of the repair period within 14 business days of receiving the package.
      8. Before sending the package to the service, the applicant must place in a visible place a label with the complaint number (RMA) on it. The complaint time may be extended over 14 business days by the time needed to determine the RMA number of the sent equipment.
   2. Post-warranty claim:
      1. Post-warranty repairs are carried out for a fee. To obtain the approximate cost of the repair, please contact Lauda-Audio service. The final cost of the repair will be determined after delivery of the equipment to the service.
      2. The person submitting post-warranty claim is required to deliver the equipment at his own cost and responsibility to the Lauda Audio service.
      3. The service does not have a specified maximum time for completing post-warranty repair. The post-warranty repair will be made in free time in between warranty repairs. The repair time may be longer due to waiting for the spare parts from abroad, or when the repair requires it.
      4. Before submitting the package to the service, the client must place a label with the post-warranty repair (RMA) number on it. Lack of label on the package may result in refusal to accept it in the service or the start of the repair can be postponed until the RMA number of the shipped equipment is determined.
      5. After receiving the equipment, the service will issue an expert opinion and contact the client in order to determine the repair specification and the final costs. The repair takes place after the costs have been accepted by the client, and the repaired equipment is sent back after payment.
      6. Each customer reporting a paid post-warranty repair accepts the above arrangements.