Warranty procedure Index 1.01. Overview 1.02. Warranty repairs - Component replacement 1.03. Warranty repairs - Body fault diagnosis 1.04. Warranty repairs - Repairs to ancillary equipment 1.05. Warranty repairs - Claiming for Parts and Labour 1.06. Warranty - General overview - Claiming the cost of labour 1.07. Warranty repairs - Repair not listed on flat rate schedule / repair taking longer than 1 hour 1.08. Preparing claims for return 1.09. Acceptance and payment of claims 1.10. Contact list 1.11. Your contact list January 2015 Version 1 Customer copy

Warranty procedure 1.01. Overview Caetano UK Limited provide this guide, to assist you with understanding the Warranty procedure for body repairs to your Caetano vehicle. The guide provides information on the Warranty process, from simple parts replacement through to payment of claims. Please pay attention to the relative sections of this guide, and follow the simple steps set out in each section. If in any doubt, or if you require any further information, please make contact with the relevant persons listed at the end of this guide. January 2015 Version 1 Customer copy

Warranty procedure 1.02. Warranty repairs - Component replacement Warranty fault reported Is it a straightforward component replacement? Repair vehicle and prepare warranty claim Order replacement part Why do we ask that the component is ordered & invoiced to your account? To ensure that there is a paper trail, and to enable us to keep track of the part, and ensure it is recovered by us for analysis and return to the supplier. Secondly, to maintain a uniform system. You may already have the item in stock, and wish to recover the cost. By informing us of the original purchase invoice, we can then trace the sale and credit the original invoice. Whilst the component is invoiced to your account, providing that the component and warranty claim for is recovered from your premises, and conforms to warranty criteria, the component will be credited from your account. Warranty claims must be received within 30 days of repair. Claim forms must be filled out completely. January 2015 Version 1 Customer copy

Warranty procedure 1.03. Warranty repairs - Body fault diagnosis Unsure of the cause / rectification We may have to visit you, or involve a sub-contractor to facilitate the repair Warranty fault reported We will prepare and submit the warranty claim Make contact with CUK Aftersales We may be able to assist remotely. We will offer a solution, and provide you with order cover to make the repair. Repair vehicle and prepare warranty claim Why do we ask you to contact our Aftersales? Usually any fault on the body of the vehicle has been experienced before. Generally, there will be a simple fix, for which we can advise the most economical repair solution, however; We may need to visit the vehicle, to assist with the diagnosis. We may need to authorise an amount of time to diagnose the fault. We may not have experienced the problem before, and so need to understand the root cause of the fault. We may need to involve a sub-contractor. If we need to involve a sub-contractor to repair body ancillaries, we must be in control of the repair. Please have body number, registration and mileage available when making contact. January 2015 Version 1 Customer copy

Warranty procedure 1.04. Warranty repairs - Repairs to ancillary equipment Warranty fault reported Lift fault UK repair agent assistance will be requested Contact Caetano UK Aftersales Airconditioning fault Why do we insist that we handle repairs to the lift and Air-conditioning? Whilst in warranty, certain components fitted to Caetano vehicles must only be repaired or worked on by a representative of the component manufacturer. Do not attempt to repair these components. Contact Caetano UK Aftersales. Please have body number, registration and mileage available when making contact. January 2015 Version 1 Customer copy

Warranty procedure 1.05. Warranty repairs - Claiming for Parts and Labour Complete warranty claim form Prepare labour invoice: Attach any photo’s or reports to assist with the claim Staple claim form and invoice together. Attach to component Label component ready for return (do not write on component) Go to next section Why do we offer to pay labour costs associated with warranty repairs? There is an internal cost associated in providing your own labour to undertake simple warranty repairs or replace components on your Caetano bodied vehicle. To ensure your vehicle is returned to service in the shortest possible time, the vehicle may be repaired by yourself. Whilst the vehicle is in warranty, Caetano UK offer the customer the opportunity to recover the cost of labour associated with these repairs. However, please take note of the general rules set out in section 1.06 January 2015 Version 1 Customer copy

Warranty procedure 1.06. Warranty - General rules - Claiming the cost of labour Standard component replacement. Pre-authorisation is given to replace, any failed component listed on the Standard flat rate schedule provided. To conform to warranty criteria, the component must be obtained from Caetano UK Limited. Labour invoiced, to the value on the attached flat rate schedule will be accepted, as will the cost of the component and standard overnight shipping cost. Repairs not listed on the flat rate schedule. Certain warranty repairs will require pre-authorisation by Caetano UK Aftersales. These repairs include: Replacement of any component not listed on the attached flat rate schedule (refer to section 1.07) Repairs which take longer than one hour (refer to section 1.07) Diagnosis required - body (refer to section 1.03) Call outs Employment of contractors or sub-contractors, to repair the Caetano body or it’s components This authorisation will be given by way of an order number, which must be noted on your labour invoice. Repairs to certain ancillary equipment must only be carried out by manufacturer representatives (see section ). January 2015 Version 1 Customer copy

Warranty procedure 1.07. Warranty repairs - Repair not listed on flat rate schedule / repair taking longer than 1 hour Warranty fault reported Ascertain the symptoms of the fault Contact Caetano UK Aftersales for repair authorisation Repair vehicle and prepare warranty claim, noting our order number on your invoice. Why do we ask that authorisation is sought, prior to commencing repair? Usually any fault on a vehicle has been experienced before. Generally, there will be a simple fix, for which we can advise the most economical repair solution. To keep control of repair costs, we ask that you obtain an order number from our Aftersales, before undertaking the repair. Warranty claims must be received within 30 days of repair. Claim forms must be filled out completely. January 2015 Version 1 Customer copy

Warranty procedure 1.08. Preparing claims for return Group any claims together during the month Place the claims & paperwork in suitable box Towards month end, seal and address the box Inform CUK Parts department, who will arrange collection of the box Collection will be made, by Interlink couriers January 2015 Version 1 Customer copy

Warranty procedure 1.09. Acceptance and payment of claims Claims received assessed within one week of delivery to CUK Parts credit raised Labour invoice checked Component check Claim form check Labour invoice paid Claim rejected if: -Incorrect -Damaged -Working Incomplete claim forms queried Incomplete or non-conforming invoices queried Customer informed Warranty claims must be received within 30 days of repair. Claim forms must be filled out completely. January 2015 Version 1 Customer copy

Warranty procedure 1.10. Contact list The following list of Caetano UK Staff are available to support your warranty requirements: January 2015 Version 1 Customer copy

Warranty procedure 1.11. Your contact list To help us ensure we know your key Engineering, Warranty, purchasing and Accounts contacts, please fill out this form. Location……… Responsibility……… Name……... Phone number……… Email……... Please email this form, or your own list of key contacts to nwoodiwiss@caetano.co.uk January 2015 Version 1 Customer copy