Guarantee & Returns

guarantee-returns

1. Legal Warranty

1.1 What is the Legal Warranty?

If you purchase an item from NORAIRLABS, it may be covered by the legal warranty regime. The legal warranty regime is only applicable to consumers (individuals who make the purchase outside the scope of commercial, industrial, artisanal, or professional activity or who, in relation to a good with mixed use, where the commercial purpose is not predominant in the overall context of the sales contract). If the Customer does not qualify as a consumer (e.g., if the purchase was made by a company) and outside cases covered by contractual guarantees, any request from the Customer regarding the non-conformity (defect) of the item will be subject to NORAIRLABS’s case-by-case assessment and may be refused at NORAIRLABS’s sole discretion.

Under the law, the consumer has the right to the conformity of the goods. Therefore, whenever a lack of conformity becomes apparent within the following period from the moment of delivery of the good to the consumer (receipt at the shipping address stipulated by the consumer or installation by NORAIRLABS if contracted):

  • a) 2 (two) years if the good is new and was purchased up to 2021-12-13;
  • b) 3 (three) years if the good is new or reconditioned and was purchased from 2022-01-01.

The consumer has the right to:

  1. Restoration of conformity through repair or replacement of the good;
  2. Proportional price reduction; or
  3. Contract termination.

We prioritize the repair of goods that show lack of conformity (defects). Therefore, except in specific situations that, at our discretion, deserve another solution, we will only respond to potential customer requests for conformity restoration through replacement of the good, proportional price reduction, or contract termination in cases where the law imposes the application of any of these measures. In some cases, NORAIRLABS may prefer to restore conformity by replacing the good, informing the consumer accordingly. Note that only in cases defined by law does the consumer have the right to termination or price reduction.

1.2 How to proceed if a lack of conformity (defect) of a product covered by the legal warranty is detected?

You should make a request as detailed in Section 5 (HOW TO MAKE A REQUEST), respecting the conditions detailed in Section 8 (CONDITIONS FOR REPAIR OR REPLACEMENT), Section 9 (CONDITIONS FOR PRICE REDUCTION), or Section 10 (CONDITIONS FOR CONTRACT TERMINATION), as applicable.

1.3 Can I seek assistance directly from the producer, manufacturer, or brand representative of the product?

All Consumer rights related to the legal warranty can be exercised through NORAIRLABS.

2. Warranty - Service/Repairs

When a product purchased from 01/01/2022 has been repaired for non-conformity within the legal warranty period that the consumer is entitled to, the repaired product benefits from an additional warranty period of 6 months for each repair, up to a limit of 4 repairs. If the repaired product was purchased up to 12/31/2021, it retains the same 2-year warranty from the date the good was initially delivered to the consumer (before the repair), plus the time during which the consumer was deprived of the use of the product (time during which the consumer was deprived of the use of the goods, the time during which the product may have been with NORAIRLABS and/or the supplier/manufacturer for technical analysis, repair, or still awaiting replacement).

In other cases, the repair warranty is 90 days from the date of service completion, and the warranty is only valid for the replaced parts (this limited warranty does not affect the consumer’s legal rights).

In any scenario, the repair warranty does not cover the following conditions:

  • Physical or firmware damage (broken/damaged/deprogramed/corroded/bent equipment, etc.);
  • Misuse damage caused by falls, negligence, fire, water, electrical, atmospheric disturbances, etc.;
  • Damage caused by transportation carried out by the Customer or third parties on their behalf;
  • Use of options, parts or consumables not authorized by NORAILABS for the equipment in question;
  • If during this period the equipment has undergone technical intervention with labor and/or parts outside NORAIRLABS services;
  • If the previous repair or modification was carried out at the request and responsibility of the customer;
  • Installation of options, add-ons or upgrades carried out by the costumer or third parties;