Complaints and warranty

Responsibility for Goods Defects and Warranty

1. The seller is responsible for defects that the sold item has at the time of the buyer’s acceptance, as well as defects that arise during the warranty period (warranty).

2. The seller is not responsible for defects that the buyer has been explicitly informed about, which does not apply to the sale of used goods, where the existence of a defect is apparent.

3. The warranty period is 24 months. If a date for use is marked on the sold item, its packaging, or accompanying instructions, the warranty period does not end before this date. The warranty period for business entities is 12 months. A person registered in the commercial register, a person operating based on a trade license, a person operating based on another form of authorization, or a physical person engaged in agricultural production is considered an entrepreneur under the Commercial Code.

4. For used goods, the seller is not responsible for defects caused by use or wear. For goods sold at a lower price, the seller is not responsible for a defect agreed upon by the lower price. If the goods are used, the warranty period is 12 months.

5. By issuing a warranty card to the buyer, the seller can provide a warranty that exceeds the standard warranty. The seller shall specify the terms and scope of this so-called contractual warranty in the warranty card.

6. The warranty periods begin to run from the moment the item is accepted by the buyer.

7. Claims under responsibility for defects must be made to the seller from whom the item was purchased.

8. Claims for defects covered by the warranty period expire if not claimed within the warranty period.

9. The period from the moment a claim for defects is made until the time the buyer is required to collect the item after repair is not counted towards the warranty period.

10. If an exchange occurs, the warranty period restarts from the acceptance of the new item. The same applies if a part covered by warranty is replaced.

11. The seller is not responsible for defects caused by:

• mechanical damage, force majeure, or natural disasters,
• improper handling and/or handling contrary to the user manual,
• normal wear and tear,
• interference by unauthorized persons, including the user, or other unprofessional interventions,
• the buyer’s misunderstanding related to the features of the goods based on images of the product offered in the online store,
• consumables,
• repairs performed by unauthorized service for the specific part (product).

Product Claims

1. A claim is the assertion of responsibility for defects of the goods by the buyer.

2. The seller is obligated to issue a confirmation to the buyer when a claim is made. If the claim is made through remote communication means, the seller must confirm receipt of the claim immediately. If it cannot be delivered immediately, it must be delivered without unnecessary delay, and no later than with the document confirming the resolution of the claim. Confirmation may not be required if the buyer can prove the claim in another way. The seller must issue a written document regarding the claim's resolution within 30 days from the claim.

3. In case of a claim:

3.1. If the defect is repairable, the buyer has the right:

• To have it repaired free of charge, on time, and properly. The seller is required to repair the defect without unnecessary delay,
• To request a replacement of the item instead of repairing it, or if the defect concerns only a part of the item, the replacement of the part, provided that it does not impose disproportionate costs on the seller, considering the price of the item or the severity of the defect. The seller may always replace the defective item with a faultless one instead of repairing it, as long as it does not cause significant difficulties for the buyer.

However, if the buyer is unable to properly use the item due to the recurrence of the defect after repair or due to a larger number of defects, the buyer has the right:

• To request a replacement of the item or
• To withdraw from the contract. The recurrence of a defect after repair is usually considered a defect that appears after at least two previous repairs. A different defect appearing after a previous repair is not considered the same defect. A larger number of defects is considered when the item has at least three removable defects, each of which prevents the proper use of the item.

3.2. If the defect is irreparable and prevents the item from being used properly as an item without a defect, the buyer has the right:

• To request a replacement of the item or
• To withdraw from the contract. In the case of another irreparable defect, the buyer has the right to a reasonable discount on the price of the item.

4. Based on the buyer's decision regarding which right they are exercising, the seller must determine the method of handling the claim immediately, or in complex cases, no later than 3 working days after the claim is made, or in justified cases, especially if a complex technical assessment of the item's condition is required, within 30 days of the claim.

5. After determining the method of handling the claim, the claim must be resolved immediately, but in justified cases, it can be resolved later; however, the resolution must not take longer than 30 days from the claim.

6. After the deadline for handling the claim, the buyer has the right to withdraw from the contract or to request a replacement of the item with a new product.

7. If the buyer is a consumer and the claim is made within the first 12 months from the purchase, the seller can reject the claim only based on expert assessment. Regardless of the result of the expert assessment, the consumer is not required to pay for the expert assessment or any related costs. The seller must provide the consumer with a copy of the expert assessment justifying the rejection of the claim within 14 days from the claim’s resolution.

8. If the buyer is a consumer and the claim is made after 12 months from the purchase and rejected by the seller, the person who handled the claim must state in the claim resolution document to whom the consumer can send the goods for expert assessment. If the item is sent for expert assessment to the designated person, the seller bears the costs of the expert assessment and any other reasonable related costs, regardless of the outcome of the expert assessment. If the consumer proves the seller’s responsibility for the defect through expert assessment, they may submit the claim again. The warranty period does not run during the expert assessment. The seller must reimburse the consumer within 14 days of resubmitting the claim for all costs incurred for the expert assessment and any other related reasonable costs. The resubmitted claim cannot be rejected.

Withdrawal from the Contract

1. If the buyer is a consumer, they have the right to withdraw from the contract within 14 days from the receipt of the goods without stating a reason.

2. If the buyer is a consumer, they have the right to withdraw from the contract even before the withdrawal period begins, i.e., before the goods are received.

3. If the seller fails to deliver the ordered goods within 30 days and does not deliver them within an additional reasonable period or the specific period set by the buyer under the terms of the contract.

4. The buyer can exercise the right to withdraw from the contract by submitting a written notice of withdrawal to the seller's address or via another durable medium, e.g., fax or email ("notice of withdrawal from the contract").

5. If the buyer is a consumer, they may use the withdrawal form according to Annex 3 of Act No. 102/2014 Coll.

6. The withdrawal period is considered observed if the notice of withdrawal is sent to the seller no later than on the last day of the period.

7. The seller must:

• Without undue delay, but no later than 14 days from receiving the notice of withdrawal, refund all payments made by the consumer, including delivery, shipping, and other fees,
• Refund the payments using the same method the consumer used to make the payment. This does not affect the consumer's right to agree with the seller on another method of payment, provided no additional fees are charged to the consumer.

8. The seller is not obligated to reimburse the consumer for additional costs if the consumer explicitly chose a delivery method other than the least expensive standard delivery method offered by the seller. Additional costs mean the difference between the cost of delivery chosen by the consumer and the cost of the least expensive standard delivery offered by the seller.

9. In the case of withdrawal from the contract, the seller is not obliged to return payments to the consumer before the goods are delivered back or the consumer proves they have sent the goods back unless the seller proposes to collect the goods personally or through an authorized person.

10. If the consumer withdraws from the contract without stating a reason, they bear the cost of returning the goods to the seller and the cost of returning goods that, due to their nature, cannot be returned by mail.

11. The consumer is obligated to return the goods within 14 days from withdrawing from the contract or to hand it over to the seller or a person authorized by the seller to accept the goods. This does not apply if the seller proposes to collect the goods personally or through an authorized person.

12. The consumer cannot withdraw from a contract involving:

• Sale of goods made according to the consumer’s specific requirements, tailored goods, or goods intended specifically for one consumer,
• Sale of goods that, due to their nature, can be inseparably mixed with other goods after delivery.

13. The consumer is only responsible for a decrease in the value of the goods resulting from handling the goods beyond what is necessary to check their nature and functionality.

14. The seller has the right to withdraw from the purchase agreement in the case of:

• Out-of-stock,
• Unavailability of the goods,
• Force majeure,
• Non-delivery within the agreed timeframe or price,

15. In case of withdrawal from the purchase agreement due to the buyer's failure to accept the goods within 30 days, the seller has the right to compensation for costs incurred in acquiring and delivering the goods to the buyer, including storage fees.

16. The seller must immediately notify the buyer about withdrawal from the purchase agreement and refund the already paid deposit or purchase price within 14 days of withdrawal.

Final provisions

1. This complaint procedure is valid from 03. 01. 2024 and cancels the validity of previous complaint procedures.

• Sample Withdrawal Form
• Complaint Form