Maintenance guide

Claims

To file a claim with Ateliers Jacob inc., it must be presented according to the following terms and conditions:

• The customer agrees to send their claim to Ateliers Jacob inc. within thirty (30) days following the event which, according to the customer, involves a warranty offered by Ateliers Jacob inc. The claim must be in writing and sent by mail or email to the following address:
  • By mail: 475, boulevard de Sainte-Marcelle, Saint-Jérôme, Québec J7Y 2P7
  • By email: garantie@ateliersjacob.com
• All claims must contain a clear and precise description of the situation and must be accompanied by a copy of the purchase contract or order number. If the customer fails to provide these documents, they accept that there may be additional delays in the processing of their request.
• Ateliers Jacob inc. reserves the right to inspect the customer’s home to evaluate the merits of the claim. The customer agrees to allow Ateliers Jacob inc. access to the product(s) that are related to the complaint.
• Following the inspection in accordance with the foregoing, Ateliers Jacob inc. will determine if the product should be replaced and if the warranty is applicable. The decision will be forwarded to the customer as soon as possible.

* Should the customer fail to comply fully with the preceding terms and conditions, the claim will be deemed inadmissible by Ateliers Jacob inc. and the customer will have to make a new claim that complies with these terms and conditions.