How to enter an complaint

When submitting a complaint, it is important that the customer inspects the delivery upon receipt and reports any errors or defects within the specified deadlines. Complaints must always be submitted in writing and include a clear description and documentation of the defect. Varda Care must be given the opportunity to investigate and verify the reported functional issues before any measures are implemented.

1. Describe the issue in detail using a writt description and photos/videos
2. Include information about the purchase date, name of municipality and institution/unit, and the sensor number
3. The complaint must be sent to support@vardacare.com
4. Varda Care will process the request, including troubleshooting, and respond to the complaint to the sender
5. Any necessary actions will be implemented

Important when submitting a complaint

• Inspect the delivery upon receipt
• Verify that the number of products matches the order
• Check that the products have no visible damage
• Note! Any discrepancies in quantity or damage must be reported within 5 business days

Submit the complaint in writing

• The complaint must be submitted in writing to Varda Care via support@vardacare.com
• Clearly describe the defects or issues being claimed

Describe and document functional defect

• In the event of a functional defect, the customer must:
• Describe how the defect occurs during use
• Attach relevant documentation (e.g. photos, videos, logs, or other information)
• Specify the location (municipality and institution/unit) and the number of affected sensors (in case of product issues)

Varda Care must verify the issue

• Varda Care must verify and analyze the issue through actual use and/or technical analysis at the customer’s site

What is not considered a defect

A complaint will not be accepted if the defect is caused by:

• Incorrect use or failure to follow guidelines
• Modifications, repairs, or interventions carried out by the customer or a third party
• Integrations, connections, or customer-specific solutions outside the agreed scope of use

Further handling

• In the case of an approved product defect, the defective product will be replaced
• In the case of an approved service defect, Varda Care will remedy the service
• In the event of prolonged functional issues that significantly impact use, the parties may agree on compensation in the form of reduced ongoing costs

For all other matters, please refer to the applicable contract with the cooperation partner.