Complaint Policy

The rights and obligations of the contracting parties with regard to rights arising from defective performance are governed by the relevant generally binding regulations (in particular the provisions of Sections 1914-1925, 2099-2117 and 2161-2174 of Act No. 89/2012 Coll., the Civil Code).

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Guarantee period

• The warranty period for the goods delivered by the Seller to the Buyer, who is a consumer, is 24 months, unless the law provides for a shorter warranty period. The warranty period does not have to be granted to the buyer who is a businessman.
• The warranty period starts on the day the goods are handed over to the buyer; if the goods have been dispatched under the contract, the warranty period starts when the goods reach their destination. In the case of a consumer buyer, if the purchased goods are to be put into operation by an entrepreneur other than the seller, the warranty period shall start only from the date of putting the goods into operation, provided that the consumer buyer has ordered the commissioning within three weeks of taking delivery of the goods and has duly and timely provided the necessary cooperation for the performance of the service (note: this does not apply to an entrepreneur buyer).
• The warranty period shall be extended by the period during which the goods have been under warranty repair. In the event of replacement of the goods or part thereof, the new warranty period starts to run for the full length of the goods or part thereof.
• The warranty does not cover wear and tear caused by normal use.
• In the case of a consumer purchaser, the complaint must be settled without undue delay, but no later than 30 days from the date of its submission, unless the parties agree on a longer period. After the expiry of this period and if the complaint is not settled, the defects shall be deemed to be irremediable.
• The Buyer shall not be entitled to the warranty if the defect is caused by an external event after the transfer of the risk of damage to the Buyer.
• The time limit for the settlement of claims is suspended if the seller has not received all parts of the goods, documents, etc., necessary for the settlement of the claim. The seller is obliged to request the completion of the documents from the buyer as soon as possible. The time limit is suspended until that date until the buyer delivers the requested documents.
• As long as the buyer does not exercise the right to a discount on the purchase price or does not withdraw from the contract, the seller may supply what is missing or remedy the legal defect. The seller may remedy other defects at his option by repairing the item or by supplying a new item; the choice must not cause unreasonable costs to the buyer. If the seller fails or refuses to remedy the defect in time, the buyer may demand a reduction in the purchase price or may withdraw from the contract. The buyer cannot change the choice made without the seller's consent. Until the defect is removed, the buyer does not have to pay the part of the purchase price estimated to be reasonably equivalent to his right to a discount.
• When a new item is delivered, the buyer shall return the original item to the seller at the seller's expense. If the Buyer exercises a right arising from a defective performance, the Seller shall confirm to the Buyer in writing when the Buyer exercised the right and, if repairs are carried out, the execution of the repairs and the duration of the repairs.
• In the case of an entrepreneur buyer, the claim shall be settled in accordance with the Civil Code or the relevant contract.

Buyer

• By sending the order, the buyer agrees to the warranty conditions.
• The Buyer is obliged to inspect the goods immediately after delivery and inform the Seller of any defects found without undue delay.
• If the Buyer discovers any discrepancies between what is stated in the Purchase Contract, the delivery note and the goods actually delivered, for example in type or quantity and/or if the delivery note is not correctly filled in with the shipment, he is obliged to inform the Seller in writing without undue delay, but no later than within three days (the Buyer shall also proceed in the same way if he discovers other reasons for which the goods are in breach of the Purchase Contract within the meaning of Section 2161 of the Civil Code).
• The Buyer shall deliver the complaint at his own expense to the Seller or to the authorised service centre specified in the warranty certificate.
• The buyer shall describe the defects and their manifestations as concisely as possible, provide an invoice or a receipt, and provide his contact details, including telephone number and email.

Termination of the right to make a claim

The Buyer's right to make a claim shall cease upon:

• Breach of protective seals or stickers if they are on the goods by improper installation, handling or operation or by use contrary to the user manual or instructions or usual practices.
• Use of the goods in conditions that do not conform to the conditions of use specified in the documentation, manual or instructions or normal use.
• Damage to the goods by excessive loading or use contrary to the instructions in the user manual, if supplied with the goods.
• The buyer is also not entitled to the right of defective performance if he knew before taking delivery that the goods were defective or if the buyer himself caused the defect.

In the event of an unjustified claim, the claim is rejected, the goods are returned to the buyer at his expense or the repair is carried out by prior agreement with the buyer for a fee which the buyer undertakes to pay.