Complaint procedure
Log in to our webshop and go to the COMPLAINTS & RETURNS tab.
If you do not yet have access to the shop then please contact your account manager, it will take a few moments to set up your account.
Pack the claimed goods carefully and send them at your own expense to us (Claims Department, Biuromax Sp. z o.o., Solec 156a, 05-532 Baniocha). Be sure to include the assigned RMA number on the packaging and enclose test copies (please use BM_Test_Gradiation, BM_ColorCard) and the counter status if the product was installed in a device. Service reports (preferably in English) are required for the following brands:
- Sharp = SIM22-06
- Ricoh, NRG = SMC Report (Logging Data + SP Mode Data) in CSV+PDF format
- Konica Minolta = Machine Management List
- Kyocera Mita = Status Page + Maintenance + Service Status + Event + User Status
- Canon = P-PRINT
Terms and conditions for complaints and returns
Complaints regarding non-compliance of deliveries with the invoice or order should be reported to your account manager.
You may return goods from our regular offer provided that they have not been opened and used. Notify us of this wish to return the goods as soon as possible via the claim form, no later than 10 days after the date of purchase. Once you have received your RMA number, send back the carefully packed goods at your expense (the product must not be covered with tape). We process returns within one day. Goods brought in on special order are not eligible for returns.
Upon receipt of the parcel, check that it is not damaged. In case of a complaint, make sure that courier complete a complaint protocol and notify us as soon as possible using the complaint form.
If a product you have bought from us is faulty, you can lodge a complaint about it. For original/OEM goods, a quality complaint can be lodged up to 3 months after the date of delivery of the goods.
For alternative goods, a quality complaint can be made up to 12 months from the date of delivery of the goods.
A quality complaint should be submitted within 7 days of the discovery of the defect, which should be documented with a service printout from the machine in which the defect occurred. Printouts showing the defect should also be attached to the complaint. In the event of an error code, it should be documented with a photo, screen shot or service printout and attached to the complaint notification.
Mechanical damage and the clumping of the toner are not subject to complaint, unless they are done immediately after the receipt of the goods.
The goods are not subject to return or complaint if they have been mechanically damaged.
The complaint of spilled toner inside the packaging must be reported immediately. The deadline is the day on which the goods are handed over to the next customer.
Goods consumed in more than 70% are not subject to complaint - it is required to provide a printed menu page confirming the number of pages made or to take a screenshot (print screen).
Consumables purchased before the date when the device manufacturer modified the design or changed the software are not subject to a claim for this reason - this applies to toner and drum chips and materials containing a chip.
Complaints are processed within 1 month, if it is necessary to obtain an expert opinion, this period may be extended. If the complaint is accepted, a correcting invoice is issued for the claimed product.
Contact for complaints and returns
You can obtain additional information about complaints and returns by email at:
reklamacje.zwroty@biuromax.com.pl
or by phone:
- Paweł Radgowski 22 735 44 91
- Michał Daniluk 22 735 44 96