1. PURPOSE AND SCOPE
This Policy governs the management, analysis, and resolution of incidents arising from the purchase of products or services from Patternland.
It forms an integral part of the General Terms and Conditions of Sale, the Measurement Policy, and the Adjustment Policy.
2. GENERAL PRINCIPLES
- Technical evaluation rather than subjective perception
- Correction before refund
- Traceability and evidence
- Customer cooperation
- Mandatory and strict deadlines
3. OPENING AN INCIDENT
The Customer must report the incident within a maximum period of 48 hours from receipt.
It must include:
- Detailed description
- Clear photographs
- Any required additional information
Lack of information may result in inadmissibility. After this period, the garment will be considered compliant.
4. ADMISSIBILITY
Patternland will assess the request within 72 hours.
The following incidents will not be accepted:
- Out of time
- Without sufficient evidence
- Based on subjective perceptions
- Within technical tolerances
5. TECHNICAL EVALUATION
The analysis will focus on:
- The existence of a deviation
- The origin of the incident
Patternland may:
- Request additional information
- Require further evidence
- Consult internal records
Failure to respond from the Customer will result in rejection of the request.
6. INCIDENT CLASSIFICATION
- Not admissible
- Admissible with adjustment
- Exceptionally admissible
7. SOLUTIONS
7.1 Not admissible
- Reasoned rejection
7.2 Admissible with adjustment
- Activation of an adjustment
- Single correction only
- Execution by Patternland or third parties
The Customer must allow the adjustment within a maximum period of 7 days.
7.3 Exceptionally admissible
- Partial or full reproduction
- Limited compensation
- Equivalent measures
Financial refunds are only considered in exceptional cases.
8. RESOLUTION TIMEFRAMES
Patternland will decide within a maximum period of 7 days from receipt of all required information.
This period may be extended due to:
- Technical complexity
- Additional evidence
- External intervention
9. COSTS
- Attributable to Patternland → cost covered by Patternland
- Attributable to the Customer → cost borne by the Customer
10. USE AND LOSS OF RIGHTS
No incident will be accepted if:
- The garment has been worn
- It has been improperly washed
- It has been modified by third parties
Failure to meet deadlines or lack of cooperation results in loss of rights.
11. CLOSURE OF THE INCIDENT
- Communication of the resolution
- Execution of the solution
- No response from the Customer
12. NO SUSPENSION
The incident does not suspend payment obligations or contractual conditions.
13. LIMITATION OF LIABILITY
Patternland shall not be liable for:
- Subjective expectations
- Misuse
- External factors
In no case shall it be liable for:
- Indirect damages
- Loss of profit
- Loss of opportunities
Maximum liability is limited to the amount paid.
14. FINAL DECISION
Patternland will take the final decision based on technical and documented criteria.
15. EXTERNAL MECHANISMS
The Customer may resort to out-of-court dispute resolution mechanisms in accordance with applicable regulations.