Dear Customer,

Within the field of Oliveira & Irmão S.A responsibility for products under warranty, we would like to inform you on the correct procedure for reporting any related situations.

If an OLI product might cause or has caused damages, this should be communicated to Oliveira & Irmão S.A before any repairments are made. Oliveira reserves the right to send our technicians to do all the necessary repairments. Beware that we may not consider the client´s claim if the situation has not been immediately reported to Oliveira.

All incidents shall be reported to Generalli’s (Oliveira & Irmão S.A’s insurance company) which will do the follow up based on the information received from the client. In order to guarantee the most accurate analysis from the insurance company we ask for your cooperation with the compilation of all the necessary data, namely:

·        pictures of the damages and of the product with problems 

·        information regarding the production date of the product (green tag on the box or imprinted info in product)

·        return the product to Oliveira to analysis (if requested) (in order our technicians write down an evaluation report on the problem)

The more detailed information you provide, the easier it will be the analysis and the quickest will be the decision.

Please note that Oliveira & Irmão S.A is not allowed to pay for any claims before the process is closed.

In the event Oliveira & Irmão S.A has authorized the repairment works (or if the situation required urgent actions which couldn´t wait for an evaluation), we will additionally need the following information from the client:

All the documentation shall be forwarded to the insurance company.

Once again we advert that the lack of information may cause our insurance company to withdraw us from all the responsibilities.

The client must comply with the deadlines for presenting the claim. After reporting any situations, we should receive all the requested information within the next 15 days. It is of every parts interest to have all cases closed as quickly as possible. We believe that within this framework we will best respond to any situations that might occur, bringing you an improved after-sales service. 

 

Export Department
Oliveira & Irmão, SA