Claim submission

Claims are only accepted for consideration by the Supplier when submitted by the direct Purchaser of the Goods.

If defects in the Goods are detected during the warranty period, the Purchaser must submit a claim using form KW-FD-SEG-0002 with photos/videos within 5 business days to email address service@volga-ind.ru

Requirements for submitted photo/video materials

Along with the claim, the Purchaser must provide photo/video materials to enable remote assessment of the defect's nature and determination of its causes.

Mandatory photo/video materials when submitting a claim:

• The Goods' factory identification plate containing the serial number; • General photos/videos of the Goods with installed equipment, preferably from all four sides (radiator, generator, exhaust pipes, gas line, etc.); • Photos/videos showing operating hours from the equipment control panel; • Photos/videos of the defect and the serial number of the defective part (if available and

possible).

Claim processing

Upon receiving a claim, the service specialist must within 3 business days (starting from the day after receiving the claim): • Request additional information from the Purchaser if necessary. • If no additional information is required, provide the Purchaser with: - recommendations for fixing the identified malfunction; - approval for sending a representative to inspect the claim; - approval for product return.

In cases where the Supplier requires additional information or consultation with the Goods' developer/manufacturer, the claim processing time may be extended for a reasonable period, but not exceeding 10 business days.