11.1. The Seller is responsible for ensuring that, upon acceptance, the Goods comply with the agreed specification and are free from defects preventing their agreed or customary use.
11.2. The Buyer is obliged to notify the Seller of any detected defect without undue delay.
11.3. A complaint must include, in particular, identification of the Buyer, the Order or invoice number, identification of the Goods, quantity of the Goods subject to the complaint, description of the defect, date on which the defect was discovered and, where applicable, photographic documentation.
11.4. For technical complaints concerning stretch film, the Seller may also require the production batch number, a sample of the Goods concerned, photographs or video, information about the packaging machine, machine settings, method of film application, the packaged product and storage conditions.
11.5. The Buyer is obliged to retain the Goods subject to the complaint until the complaint has been resolved, unless the Seller determines otherwise.
11.6. The Seller is entitled to require a sample of the Goods to be sent for expert assessment.
11.7. If the complaint is justified, the method of remedy will be determined according to the nature of the defect and applicable law.