Complaints and Grievances

Last updated: 13 November 2026.

Who we are. In this document, "Vens", "we", "us" and "our" mean Vens Hydroluft Corporation, Woodbridge, Ontario, Canada, and its affiliated companies, including Vens Hydroluft Private Limited (manufacturing, Chennai, India) and VDT Europa OÜ (Tallinn, Estonia). The Vens company that issues a quotation, order acknowledgement or invoice is the company you contract with.

We want to know when something has gone wrong, so we can put it right and prevent it happening again. This procedure is for customers, users, suppliers, job applicants and members of the public.

1. How to raise a complaint

Email sales@skimmer.co.in with the subject "Complaint", or call +1 289 622 1032. For a product or service, please include:

• your name, company and contact details;

• the order or invoice number and the product model and serial number;

• a description of the problem, when it started and the operating conditions;

• photographs or videos, if possible;

• what you would like us to do.

2. What happens next

• Acknowledgement: within 2 working days, with a reference number and the name of the person handling it.

• Investigation: our engineers review the facts. This may include a site visit, a return of the product for examination, or a video call.

• Response: within 15 working days, with our findings and the action we will take. If more time is needed, we tell you why and when to expect an answer.

• Escalation: if you are not satisfied, ask for the complaint to be reviewed by the Managing Director, who will reply within a further 15 working days.

3. Warranty claims

Warranty claims are handled under our Terms of Sale. Please do not dismantle or modify the product before we have reviewed it, as this may affect the investigation.

4. Personal data

Complaints about the use of personal data are handled by our privacy contact under our Privacy Policy. You may also complain to your data protection authority.

5. Ethics and misconduct

Concerns about bribery, fraud, unsafe practices or misconduct by anyone acting for Vens are handled confidentially under our Code of Conduct. They may be reported anonymously, and no one will suffer retaliation for a report made in good faith.

6. Records and improvement

Every complaint is recorded and reviewed by management as part of our quality system, so that root causes are corrected.

Contact. Vens Hydroluft Corporation, 28 Christina Ciccolini Court, Woodbridge, Ontario, Canada. Email sales@skimmer.co.in. Telephone +1 289 622 1032.