Issues & Warranty

AtranVelo AB - Policy for End Consumers
Handling of Issues & Complaints

Purpose

‍This policy explains how you, as an end consumer, should proceed if you wish to make a complaint about a product from AtranVelo AB (Ltd).

The policy complies with EU consumer protection rules, including Directive (EU) 2019/771.
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‍Where to Turn
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‍If you wish to make a complaint, you must always contact the shop or retailer where you purchased the product.
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According to EU and national consumer law, the retailer is legally responsible for assisting you. AtranVelo AB does not handle complaints directly from end consumers.
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‍What You Need to Provide

‍When contacting the retailer, please bring or provide:
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• The product you wish to complain about.
• The receipt or other proof of purchase.
• A brief description of the fault.
• Information about when the fault was discovered.
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‍Time Limits According to EU Law.

‍As a consumer within the EU, you have a minimum of 2 years statutory rights for complaints.
A complaint must be made within a reasonable time after the fault is discovered.
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‍What Counts as a Defect

‍Your statutory rights apply to defects that:
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• Existed at the time of delivery.
• Appear during normal use.
• Are caused by material or manufacturing faults.

Your statutory rights do not apply to:
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• Normal wear and tear.
• Incorrect assembly.
• Accidental damage.
• Overloading or improper use.
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What the Retailer will do

‍The retailer will:
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• Assess the defect.
• Determine whether it is covered by consumer legislation.
• Offer repair, replacement, price reduction or refund, in accordance with applicable law.

The retailer may contact AtranVelo AB if the issue concerns a potential manufacturing or material defect.