Claims and Warranty Liability
1. General
Tollco’s minimum requirements are always based on the Swedish Consumer Sales Act (konsumentköplagen), AA VVS 09, as well as Agreement 90 (version 2014) regarding software and services.
Tollco’s product assortment is subject to different structures regarding claims handling, warranty coverage and expected product lifespans.
Product lifespan is not addressed in this document.
The Consumer Sales Act applies only to sales to private individuals, not to companies. For business customers, AA VVS 09 and Agreement 90 version 2014 always apply. This must be specified in all quotations and order documents.
The Consumer Sales Act entitles private individuals to claim defects in products for up to 36 months when considered building-related components.
Any extended warranty is voluntary for the seller. It must clearly state what is covered, what is not covered, and that maintenance and user instructions must be followed. We follow Tollco’s warranty category structure below.
2. Summary
There is a distinction between claims and warranty.
A claim (reklamation) is when a defect is reported immediately upon delivery (or within 36 months) and concerns a product that was faulty at the time of delivery.
A warranty case applies when the product has worked initially but fails later.
The time limit for submitting a claim or warranty request is within 2 months from when the issue was discovered. After that, it becomes a matter of negotiation whether the issue should have been reported earlier.
Claims and Warranty Periods
| Customer Category | Private | Business | |
|---|---|---|---|
| Applicable law | Consumer Sales Act | AA VVS 09 and Agreement 90 (2014) | |
| Claims – all components | 6 months | 24 months | Defective at delivery – the seller must prove that it was functioning at the time of delivery. |
| Claims – building components | 36 months | 24 months | Defective at delivery – the seller must prove that it was functioning at the time of delivery. |
| 60 months | Applies to construction contracts requiring 60 months. If the tender specifies manufacturer, the manufacturer’s product has 24 months. | ||
| A product included in the procurement is covered for 24 months. |
| Product Category | Code | Warranty | |
|---|---|---|---|
| FoolProof | 10 | 25 years | excludes tape adhesion to external materials |
| AquaTeam | 20 | 10 years | excludes tape adhesion to external materials |
| Sealing products | 30 | 10 years | |
| Drainage | 40 | 10 years | |
| DropStop | 50 | 2 years | excludes battery |
| WaterFuse | 60 | 10 years | electronics carry a 2-year warranty |
| Other | 2 years |
3. Tollco Offers the Following Warranty
Warranty and Limitation of Liability
In addition to the Consumer Sales Act, Tollco provides a functional warranty from 0 to 22 years depending on the product category. See the summary for warranty durations per product group.
The warranty ensures that the product, under normal use and proper maintenance, is free from defects in craftsmanship and function. Warranty periods are counted from the purchase date, which must be verified with a receipt from the point of sale.
The warranty requires that the product has been installed correctly, professionally and in accordance with written instructions.
If you have questions or issues with your product, contact the retailer who sold or installed it. Before submitting a claim, please read the instructions and ensure that all settings are correct.
The warranty covers replacement of defective parts or components and shipping of replacement parts. The customer is responsible for all additional costs unless the Consumer Sales Act applies. Investigation and installation costs are not included in the warranty commitment.
Use original packaging if the product must be transported. Shipping companies do not compensate damage caused by poor packaging.
The warranty does not cover defects arising from unauthorised modification of the product’s function or appearance, including rebuilding, upgrading or other reconfiguration without written approval.
The warranty does not cover defects caused by external influences or changes in external conditions, such as updated standards or legislation.
It also does not cover damage caused by accidents or improper handling.
The warranty does not cover deterioration occurring after purchase if the seller can demonstrate that it results from improper maintenance, misuse, unauthorised interventions, or failure to follow installation or user instructions.
The adhesion of floor protection tape to floors or walls is not covered.
Batteries are considered consumables and are not covered by warranty.
Warranty, claims and product liability apply only to the supplier’s own products. If delivery to the customer includes products, software or rights owned (fully or partly) by the customer, or if work is carried out by the customer or a third party after delivery, the customer is fully responsible for the impact of these components. The supplier is fully released from liability in such cases.
The retailer is not liable for any loss or damage caused by the product. Liability is strictly limited to replacement of the product.