A structured complaint procedure — based on Photonica’s current process. The sooner you document the problem, the faster we resolve it.
Thank you for your trust and for purchasing through Photonica. We accompany you from the initial quote all the way to delivery. If the goods do not meet your expectations — you notice damage to the packaging or the goods, or the product has manufacturing defects — follow the instructions below.
Verify the delivered goods — check whether the packaging shows any signs of damage (dents, cracks, holes, improper protection or similar signs of external interference).
If you are not receiving the shipment in person, inform the person responsible for receipt to verify the packaging and contents.
If the shipment is damaged or incomplete, report it to the courier and draw up a damage report with the driver — this is very important and increases the chance of a positive outcome.
For dedicated transport within the country and abroad, you may draw up a damage report; the binding step is annotating the waybill or CMR document to certify the damage.
You may also refuse to accept the shipment. Remember to draw up a damage report with the driver and annotate the waybill or CMR document.
If you collect the goods yourself from a Photonica location, check the condition of the pallets and the protection of the goods during pickup. In case of any doubts or damage, report it immediately to the warehouse staff.
Important! Damage must be reported within a maximum of 7 days from the date of receipt of the goods.
Fill in the complaint form. The more details you provide, the faster we can handle your case — include the name/model of the damaged product, delivery date, ZLKP/WZ number, serial numbers and a detailed description.
Take detailed photos of the goods being claimed — they help assess the scale and likely causes of the damage. Photos should be clear and show the goods and the defect; also include photos of the serial numbers.
Attach any documentation you have — waybill, CMR, photo documentation (where possible also photos of the shipment in its original packaging, before unpacking) and serial numbers of the damaged products/components.
Send the complete information electronically to office@photonica.solar — include the SO number or ZLKP number in the subject so we can find your order faster. Add a short description in the message body.
We will review the submitted complaint and all documentation.
We will get back to you with a decision as soon as possible. If we need to consult the matter with our Partners, the waiting time may be longer — we will keep you informed at every stage.
Questions about complaints? Write to office@photonica.solar — we will provide support.
