1. Warranty claim procedure

Effective as of March 16, 2022

Annex K: Complaint Processing Procedure / Processing of Complaints Lodged Online

  • 1. General Provisions
  1. In accordance with the rules laid down in this procedure, the Client shall have the right to notify faults in the products (i.e. the products the Client has purchased directly from Shimano) via the form that can be accessed by logging in at shimano-bike.pl, hereinafter referred to as the Panel.
  2. In accordance with the rules laid down in this procedure, the Client shall also have the right to notify faults in the OEM Products (i.e. specific products forming a part of a bicycle, provided the manufacturer of the bicycle has purchased such products from an other company within the Shimano Group) via the form in the Panel. As regards the OEM Products, Shimano shall not be liable under statutory warranty for the defects of such products. However, the provisions under this procedure shall apply to the extent such situations are governed by this procedure. A complaint shall only be acknowledged if the OEM Product has physical defects in accordance with the provisions of the Polish Civil Code.
  3. Only the products that are currently distributed by Shimano shall be deemed the OEM Products.
  4. It is not possible for other parties than the Clients, and in particular for customers, to lodge complaints against Shimano.
  5. Shimano reserves the right to refuse or withdraw the Client’s right to access the Panel. Such refusal/withdrawal may occur for reasons for which the Client is at fault as well as without providing any reasons. In such case the Client is required to follow the complaint procedure (Annex I) and in particular to ship the products under the complaint, accompanied by the copy of a proof of purchase and a filled complaint form, to the Shimano premises.
  6. The Client shall have the right to use this procedure with regard to any and all products purchased from Shimano.
  • 2. Notifying of Defects
  1. In the case of a complaint claim regarding goods purchased by the Customer directly from Shimano, including reporting a defect in the goods under the warranty, the Customer is obliged to immediately, but not later than within 2 days from the date of its finding, notify Shimano about this fact by sending a notification for using the electronic form at shimano-bike.pl. The notification is sent by filling in the “Warranty Claim” form, according to the instructions, checking the box about accepting the provisions of this procedure and pressing the “Send” button.
  2. The customer cannot send the warranty claim if he is not in physical possession of the goods, in particular if the goods have not been physically handed over to him by the consumer.
  3. In the form, please indicate / attach all information required to send the application. The fields in which they should be entered are marked with the symbol “*”
  4. At the same time, along with filling in the fields, the Customer is obliged to include in the form:
    a) a scan / photo of a document confirming the date of sale to the end user (receipt, invoice, warranty card), if the advertised goods have been sold by the Customer and
    b) a scan / photo of the advertised goods with the reported defect / damage visible.
  5. A scan / photo of the documents referred to in sec. 4 above must be sharp (legible).
  6. If the complaint goods have not been sold by the Customer yet, and were purchased directly from Shimano, in the “Additional information” field, the Customer is obliged to: enter the number of the VAT invoice issued by Shimano, and select the “Yes” box in the “Pre-sale complaint” section in the form .
  7. If the complaint goods have not been sold by the Customer yet, and they come from the bicycle, the Customer is obliged to enter the bicycle brand and model as well as the bicycle frame serial number in the fields “Bicycle brand and model” and “Frame serial number”.
  8. Receipt of the confirmation of the complaint by e-mail to the e-mail address provided by the Customer (the same as the login to the Panel) means that the complaint has been successfully submitted, resulting in the initiation of the process of its consideration. Confirmation of the application will be sent only if Shimano receives a correctly completed form, sent with the required attachments
  9. In the event of technical problems with the dispatch of the notification or the lack of receipt of the confirmation referred to in paragraph 8 above, the Customer is obliged to contact directly an employee of Shimano’s Technical Department via e-mail to the following address: “reklamacje@shimano-eu.com” within 48 hours from the first attempt to report.
  10. The complaint goods and the printout of the message referred to in paragraph 8 above, should be kept at Shimano’s disposal for a period of three months, unless a decision was made to send the goods to Shimano in the course of considering the complaint. The above does not modify the deadlines for settling complaints referred to in this procedure. From the moment of filing the declaration, all use of the goods must be discontinued.
  11. In case of doubts regarding the complaint, the Customer contacts an employee of the Shimano Technical Department at the telephone number or e-mail address provided in the “Contact” tab in the Panel.
  12. In the case of reporting physical defects in the field of OEM Products, the notification is made in the manner specified above, except that the Customer additionally ticks the box “The product comes from the bicycle” and provides in the appropriate field: the bicycle brand and model as well as the serial number of the bicycle frame.
  • 3. Processing of Complaints Related to the OEM Products
  1. Shimano shall exercise due care and resolve the complaint in due time by making the decision to acknowledge or reject the complaint.
  2. In case the complaint is acknowledged, Shimano shall without delay send a new product free from faults and defects to the Client or propose an equivalent product or an adjustment of the product value (if the product has been purchased from Shimano). In case Shimano does not at the given time have the product mentioned in the previous sentence, it shall notify the Client of the closest delivery date of the fault/defect-free product, provided it has been agreed with the Client that the complaint shall be processed in such a manner.
  3. In case of doubts as to whether a complaint is valid, Shimano Technical Department may contact the Client by phone or email for additional information, pictures or videos that are necessary to assess the validity of the complaint.
  4. In case of further doubts Shimano may request that the Client ship the product under the complaint. The shipment shall be arranged by Shimano in consultation with the Client. The cost of the shipment shall be borne by Shimano, unless the complaint is considered manifestly unfounded.
  5. Shimano shall reject a complaint (consider it unfounded) if there is no evidence the product is defective. Shimano Polska reserves the right to reject the complaint and notify the Client about this fact by email referred to in § 2 par. 7 above.
  6. In case the Client does not agree with the rejection of the complaint, the Client shall have the right to appeal this decision. In such case the Client shall, in consultation with Shimano, ship the product under the complaint to Shimano, accompanied by the printed notice of the complaint rejection by Shimano and a written appeal. In case the complaint is considered manifestly unfounded, the cost of shipment shall be borne by the Client.
  7. Shimano shall handle the Client’s appeal and decide whether to acknowledge the appeal or uphold the rejection.
  8. The notice containing the decision referred to in par. 7 above is addressed to the party that has lodged the complaint (the Client) and should not be shown directly to the customer. However, the Client may use Shimano’s arguments in its own written notice to the customer.
  9. In case Shimano upholds the rejection of the complaint, Shimano shall ship the product under complaint back to the Client, accompanied by the original document referred to in par. 8 above.
  10. In case Shimano acknowledges the complaint, Shimano shall be obligated, in its sole discretion, to replace the defective product with a new one, remove the defect or refund the price paid by the Client for the defective product. The refund of the purchase price is only possible in case of goods.
  11. As a retailer, the Client shall be solely responsible for exercising due care when handling customers’ complaints lodged with the Client, and in particular for the compliance with the statutory terms and deadlines.
  12. In case the complaint is related to physical defects in the OEM Products, the complaint shall be processed in accordance to the aforementioned procedure. However:
  13. the Client shall not be eligible for the reimbursement of the purchase price or its equivalent sum;
  14. in case of non-standard parts (e.g. a non-standard colour option), if a decision has been made by Shimano to replace the OEM Product with the new one, Shimano shall deliver an equivalent product with similar characteristics. However, Shimano shall not be obligated to deliver an identical product and
  15. shall not have any other duties/obligations in favour of the Client.
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