Complaints

We make every effort to ensure that our products are of the highest quality and reach you in perfect condition. However, should it become necessary to submit a claim, please read the following information on the terms and conditions for product claims carefully.

1. Delivery discrepancies:
   
   Any discrepancies in a delivery must be reported immediately after receipt, and no later than 48 hours after receipt. Discrepancies reported after this deadline will not be accepted or reviewed.
   • All delivery discrepancies must be reported by email to: rma@rafcom.waw.pl
2. Damaged shipment:
   
   If the carrier delivers a damaged or incomplete shipment, a damage report must be prepared in the courier's presence.
   The relevant carrier's report forms can be downloaded at the bottom of the page.
   The completed report must be emailed to rma@rafcom.waw.pl, together with a description of the situation and photographs showing the damage to the shipment and the damaged goods inside the parcel.
   The claim must be submitted within 24 hours of receipt. Claims submitted after this deadline will not be accepted.
   Once all required information has been received, RAFCOM will begin the claims procedure. A claim submitted without all required documents will be deemed ineffective.

   Visible damage (visible externally): The courier is required to prepare a damage report upon delivery. Do not accept the shipment without noting reservations.

   Concealed damage (contents found damaged after opening): You must request that the courier prepare a damage report within 7 days.

   How to prepare the report: Check that the information entered by the courier is correct and describe the damage in detail.

   Documentation: Take photographs of the damaged goods, the outer packaging, the internal protective filling and the address label. Do not dispose of the packaging until the claims process has been completed.

   3. Damaged printers:

• If a printer has been damaged by a PRISM product, report it to the RMA Department by email at rma@rafcom.waw.pl.
• The report must include the model of the printer that failed, the toner model, the purchase invoice number, photographs of the labels on the product that damaged the device, a scan of the printer's service book showing repairs and inspections, and a printout of the device test page showing the total number of pages printed.
• After receiving the report and all required information, an RMA Department employee will provide further instructions.
• IMPORTANT! Rafcom will not reimburse repair costs that were not reported and approved in advance. RAFCOM accepts no liability for failures resulting from improper use of the device.

   4. KYOCERA, LEXMARK and OKI toner cartridges and drums submitted as claims must be sent in their original packaging, with serial numbers matching the number on the cartridge.

   5. The following information is required for OKI product claims:

   • Date of purchase by the end customer and a scan of the receipt
   • Printer model and serial number of the OKI printer in which the consumable was used
   • A brief description of the problem, a scan or photograph of a printout illustrating the issue, and a printer report (e.g. Configuration) or photograph of the LCD panel / screenshot of the printer's web page showing the usage level of the claimed consumable.

   Claims will not be accepted for review without the above information.

   6. The following information is required for MINOLTA product claims:

   · MML (Machine Management List) printout;
   · Device serial number and model;
   · If an error code is displayed, provide the code and attach a photograph of the display.

   7. For KYOCERA drum claims, a document confirming replacement in the device by an authorised service centre is required.
     “DK” – the module must be replaced by an authorised KYOCERA service centre (replacement/installation by an Authorised Service Centre is required).

   8. HP printhead claims must be submitted directly by the end customer. The plotter serial number and information about the installed firmware are required.

   HP contact: +48 22 566 60 00, +48 22 583 43 73

   9. Consumables of all brands that are refilled, leaking or inadequately secured for transport will not be accepted as claims.

   10. A consumables status printout must be enclosed. If a printout cannot be produced, attach a photograph or screenshot of the message displayed by the device (this also applies to compatible products).

   In addition to the above requirements, the following is required:

   · RICOH – full SMC report, device serial number and model;
   · SAMSUNG – serial number of the device in which the claimed consumable was installed;
   · OEM DRUMS – consumables status printout.

RAFCOM does not provide warranty service on behalf of external manufacturers.

1. Manufacturer service centres:
   1. BROTHER products must be reported to an authorised service centre:
      
      BLASC Sp. z o.o., ul. Racławicka 146, 02-117 Warsaw
      Customer Service, tel. +48 22 462 84 40 or +48 22 462 84 50, email: biuro@blasc.pl, using the repair form at https://blasc.pl/zglos-naprawe/

      or

      COMP S.A. – https://css.pl/zgloszenie-serwisowe/

   2. XEROX products must be reported to an authorised service centre:
      
      XEROX POLSKA Sp. z o.o., ul. Łopuszańska 95, 02-457 Warsaw, tel. +48 22 306 49 96, email: serwis@xerox.pl
   3. TOSHIBA products must be reported to an authorised service centre:
      
      CEDARTEX, ul. Głogowska 41, 45-315 Opole, tel. +48 77 453 10 16
      Mark the parcel “RMA” or “claim” and enclose incorrect printouts / a description of the fault.
   4. PANASONIC products must be reported to an authorised service centre:
      
      STARFAX, ul. Mickiewicza 25, 01-551 Warsaw, tel. +48 22 839 48 49
   5. LOGITECH products must be reported to an authorised service centre:
      
      Use the platform at https://fixit-service.com/clients/logitech/
      FIXIT, ul. Nad Serafą 56A, 30-864 Kraków;
      
      Technical support: https://support.logi.com/hc/pl/requests/new?ticket_form_id=360000621393

PRINTING DEVICE SERVICE CENTRES

BROTHER

Warranty repairs for Brother products are handled by BLASC, an authorised Brother service centre.

If you have a problem with a Brother device, report the fault by email to serwis@blasc.pl. Include the device serial number, a description of the fault and a scan of the proof of purchase (receipt or invoice). Detailed rules are available at https://blasc.pl/centrum-napraw/. For assistance, call the Brother helpline on 22 500 94 94 or BLASC on 22 462 84 40.

CANON

Warranty repairs for Canon products are handled by Fis-Komp, an authorised Canon service centre. Send the product to Fis-Komp with a description of the fault, a copy of the proof of purchase, the return address and a contact telephone number. Details: https://fiskomp.pl/serwis. Canon helpline: 22 583 43 07; Fis-Komp: 22 632 14 93.

EPSON

Warranty repairs for Epson products are handled by the manufacturer. Call 22 295 37 25. The consultant will request the device serial number and attempt to resolve the problem by telephone. If this is not possible, the consultant will register the case and begin the warranty repair procedure.

HP

Warranty repairs for HP products are handled directly by the manufacturer. Call 22 566 60 00. The consultant will request the device serial number and attempt to resolve the issue by telephone. If this is not possible, a claim will be registered. For consumer products, HP will send a new or refurbished device and arrange return of the faulty device at HP's expense. Business devices will be repaired by HP service.

KONICA-MINOLTA

Warranty repairs are handled directly by the manufacturer. Report the fault to serwis@konicaminolta.pl, including a description, a scan of the completed warranty card and proof of purchase. Konica-Minolta will reply with servicing instructions. Customer Service: 22 574 04 60.

KYOCERA

Warranty repairs are handled by Arcus, an authorised Kyocera service centre. Report the fault to serwis@arcus.pl, including a description, a scan of the completed warranty card and proof of purchase. Arcus will provide repair instructions. Tel. 22 836 66 66.

LEXMARK

Warranty repairs are handled by the manufacturer. Call 12 290 14 05. The consultant will request the serial number and attempt to resolve the issue by telephone; otherwise, the warranty repair procedure will be started.

OKI

Warranty repairs are handled directly by the manufacturer. Report the fault by telephone on 800 12 00 66 or by email to polska@okiservice.com. Include the device model and serial number, a description of the fault, a scan of the completed warranty card and proof of purchase. OKI will provide repair instructions. Helpline: 22 448 65 00.

XEROX

Warranty repairs are handled by the manufacturer. Report the fault by telephone on 22 878 78 78. Provide the device serial number, a description of the fault, a scan of the completed warranty card and proof of purchase. Depending on the device, the repair will be carried out at a service centre or at the installation site. For assistance call 22 878 78 78.

STATUTORY WARRANTY TABLE

If you have any questions or doubts about the claim terms and conditions, please contact the Claims Department:

   in writing: RAFCOM SP. Z O.O., Claims Department, ul. Bodycha 97, 05-816 REGUŁY, POLAND

   by telephone: +48 728 405 323

   by email: rma@rafcom.waw.pl

   Detailed terms and conditions for accepting claims can be downloaded below: