Warranty and service
(valid from 06/01/2018, updated 05/11/2021)
Research and Production Company “ELEKS” expresses its deep gratitude to you for your choice!
We have done our best to ensure that our products meet your needs.
The service policy of our company is an individual approach to each client and partner in order to create an impeccable service.
The service of Research and Production Company “ELEKS” includes:
- warranty service of our products;
- post-warranty service of our products;
- maintenance of our products;
- technical advice;
- information support;
- technical training;
- other services.
All obligations undertaken by Research and Production Company “ELEKS” , in terms of providing service earlier, remain unchanged. This will apply to further modification of this Service Policy.
In accordance with the terms of the Service Policy of our company, the service maintenance of the equipment is organized in such a way that the end user is provided with high-quality and fast service in compliance with the terms of Warranty Service, regardless of the route of receipt of the products:
- through Research and Production Company “ELEKS” ;
- through distributors / dealers of Research and Production Company “ELEKS” .
The service life of the product is calculated from the date of manufacture of the product, unless otherwise limited by the Product Operation Manual.
After the expiration of the warranty period of the product or part of the product, PE “NPF“ ELEX ”recommends contacting an authorized service center for preventive maintenance, obtaining information on disposal or further safe operation of the product in order to avoid its malfunction or failure.
The address of the authorized service center is 101/11, Marshal Zhukov (Nebesnoy Sotni) Ave., Odessa. You can get more detailed information by phone in Ukraine +38 (093) 170-71-73. We strongly recommend that you contact an authorized service center if you have any problems related to the operation and performance of the product.
In order to avoid misunderstandings, we kindly ask you to carefully study the Operation Manual, the terms of the warranty, check the correctness of filling in the warranty card and the scope of delivery. The product must be sold in accordance with applicable law.
The warranty card is valid only if it is correctly and clearly indicated: model, serial number of the product, date of sale, clear seals of the seller, signature of the buyer. The model and serial number of the product must correspond to those indicated in the warranty card.
If these conditions are violated, as well as in the case when the data specified in the warranty card is changed, erased or rewritten, the warranty card is invalidated and the warranty is canceled from the product.
With this warranty card, Research and Production Company “ELEKS” confirms the commitment to meet the requirements of consumers established by the current legislation on consumer protection, in the event of any defects in the product arising from the fault of the Manufacturer.
Research and Production Company “ELEKS” reserves the right to refuse to satisfy the requirements of consumers for warranty obligations and to provide free service of the product in case of non-compliance with the conditions set out below. The manufacturer’s warranty obligations and free service are carried out in accordance with the requirements of the legislation of the country where the warranty obligations and free service are fulfilled.
(valid from 06/01/2018, updated 05/11/2021)
- The product warranty is only valid for the organization or purchaser and does not apply to other persons or organizations.
- Warranty repairs are carried out only upon presentation of a fully completed warranty card.
- For warranty service, products are accepted only in full sales complete set, including packaging material – box, antistatic, softening packaging and other accessories included in the delivery set. In the absence of original packaging, the product must be packed in a packaging of the same properties and dimensions at the expense of the buyer. Storage and transportation of the product must be carried out in accordance with the handling signs (if any). Do not allow moisture to enter the packaging.
Research and Production Company “ELEKS” , establishes the following warranty period for products, subject to the rules of operation:
- for single-phase stabilizers of the Ampere V2.1 series, for three-phase stabilizers of the Ampere V2.0 series and for single-phase / three-phase Hertz (Hertz PRO) V3.0 – 3 years from the date of sale (valid only for products manufactured from 11/05/2021)
- for stabilizers of the Hybrid V2.0 series – 2 years from the date of sale or 200,000 relay switchings (whichever comes first)
- for uninterruptible power supplies Kulon V3.0 – 1 year from the date of sale, but not more than 2 years from the date of manufacture
for uninterruptible power supplies Pendant V4.0 – 1 year from the date of sale, but not more than 2 years from the date of manufacture
- for single-phase stabilizers of the Hertz V3.0 series – 7 years from the date of manufacture (valid only for products manufactured from 06/01/2018 to 05/11/2021)
- for single-phase stabilizers of the Ampere V2.0 series (discontinued in 2021) and Hertz-Duo V3.0 (discontinued in 2021) – 7 years from the date of manufacture (valid only for products manufactured from 06/01/2018)
for stabilizers of the Amper-Duo V2.0 series – 4 years from the date of manufacture (discontinued in 2019)
- for stabilizers of the Hertz V2.0 series – 3 years from the date of manufacture (discontinued in 2018)
The guaranteed shelf life is 6 months from the date of manufacture of the stabilizer.
- The warranty period for parts / assemblies / assembly units of voltage stabilizers included in the product is equal to the term for the main product.
- The warranty for individual parts / assemblies / sub-assemblies of the voltage regulator can be extended subject to service work in an authorized service center of the manufacturer within the warranty period for the main product.
- Maintenance of the product is not considered a repair and cannot be the basis for replacement of the product.
- Replacement of faulty parts (parts, assemblies, assembly units) in the product during the warranty period does not lead to the establishment of a new warranty period for the entire product, or for replaced parts.
- The introduction of new warranty periods for certain products is not retroactive. The warranty period for the product is the warranty period established at the time of purchase (respectively indicated in the warranty card).
- If the check reveals that the incorrect operation of the product was the result of improper connection, installation or incompetent selection, and the product is in good working order, or the malfunction is not identified and is the result of incorrect operation, the warranty service department has the right to demand payment from the buyer for testing and configuration of the product, and also full payment for delivery of the product to the buyer.
- Research and Production Company “ELEKS” does not bear warranty obligations in the following cases:
- inconsistency or lack of data in the warranty card and on the product presented for repair (serial number, production date)
- the absence of a completed warranty card, which indicates the product model, serial number of the product, date of sale of the product, clear seal of the seller, presence of a mark on pre-sale inspection by the seller, signature of the buyer
- the presence of mechanical damage and defects caused by violation of the rules of transportation, storage and operation of the product
- non-compliance with the rules and operating conditions set forth for this product by the manufacturer and described in the operating manual
damage to control seals on the product body
- if defects are found that have arisen after the transfer of the product to the consumer due to exposure to moisture, high or low temperatures, corrosion, oxidation, ingress of foreign objects, substances, dust, construction debris, other liquids, insects or animals, as well as traces of their vital activity
- if the product failure is caused by the action of factors:
- force majeure (war, riot, revolution, acts of sabotage)
consequences of natural disasters (storms, cyclones, earthquakes, floods)
- external factors (an accident in the power supply network or in the load, proximity to high-voltage transformer substations or power lines of electric transport)
- natural phenomena (lightning strike, thunderstorm and pre-thunderstorm activity)
- man-made phenomena (accidents, explosions, fires)
- actions of third parties (both accidental through ignorance and malicious)
- on parts / assemblies / assembly units of the product, subjected to unauthorized repairs or modifications made by non-certified specialists for this equipment
- if the failure of the product is caused by an accident on external devices connected to the equipment.
- force majeure (war, riot, revolution, acts of sabotage)
- This warranty does not imply a complete replacement of the product.
While the product is under repair or maintenance, the consumer is not provided with a similar product as an exchange fund.
Research and Production Company “ELEKS” under no circumstances shall be liable for any damage (including all, without exception, cases of loss of profits, business interruption, loss of business information, or other monetary losses) associated with the use or inability to use the purchased equipment.
The buyer does not have the right to make claims in connection with equipment downtime.
- The buyer cannot claim reimbursement for accidents caused by damage (malfunction) of the equipment.
- The warranty conditions do not provide for installation, disassembly of the product, departure of a specialist to diagnose the electrical network and determine the nature of the product malfunction.
- The warranty does not apply to products that are blacklisted by companies whose machines we do not service under warranty.
Service repair and maintenance:
Repair of devices is carried out as soon as possible in an authorized factory service center.
Before sending it for repair, we recommend that you fill out and enclose an accompanying letter with a description of the nature of the malfunction in the box with the device. The accompanying letter form can be downloaded from this link.
Repair of devices that do not fall under the terms of the warranty are carried out at the expense of the buyer.
Research and Production Company “ELEKS” does not carry out warranty service and repair of devices purchased from companies from the black list!
For questions of warranty and repair of devices, contact us by e-mail or by phone numbers specified in the “Contacts” section
Delivery to the service center
Free delivery of the warranty device to the service center is carried out by the transport company “Delivery”.
In the absence of original packaging, the product must be packed in a packaging of the same properties and dimensions at the expense of the buyer. Storage and transportation of the product must be carried out in accordance with the handling signs (if any). Do not allow moisture to enter the packaging.
Sending is carried out in Odessa, “Deliveri” warehouse No. 7, recipient of Research and Production Company “ELEKS” , phone +38 (097) 214-60-86
Check with the service center manager for other delivery methods!
Delivery of devices that do not fall under the terms of the guarantee are carried out at the expense of the buyer.
Exchange / Return
In accordance with the Law of Ukraine “On Protection of Consumer Rights”, buyers of the eleks.com.ua store have the right to exchange or return goods purchased from us within the first 14 days from the day following the purchase.
Please note, according to Section II, Article 9 of the Law of Ukraine “On Protection of Consumer Rights” – only new goods that have not been used and have no traces of use can be exchanged.
Failure to comply with the following conditions may be grounds for refusal to return or exchange goods:
- Presentation of equipment (integrity and availability of original packaging, absence of mechanical and other damage).
- Preservation of consumer qualities, seals, factory markings, labels.
- Availability of user manual / passport.
- Availability of a completed and signed warranty card by all parties
- Availability of all financial documents
If the goods do not work, then the exchange / return of the goods can be made only if there is a conclusion of the service center authorized by the manufacturer that the operating conditions have not been violated / or the goods have not been used.
Exchange / return of goods is made when contacting our office, or by sending using the delivery service.
Please note that the shipment of goods is carried out only after agreement with the manager of all the details. Be sure to contact the manager by phone +38 (093) 170-71-73