Complaints and returns

COMPLAINTS AND RETURNS

1. GENERAL CONDITIONS

Buyer's Obligation

The buyer, who is not a consumer, is obliged in his own interest to inspect the goods immediately after delivery and to inform the seller of any detected defects without undue delay. A buyer who is a consumer should, in his own interest, take similar steps when taking over the goods as a buyer who is not a consumer. This will prevent possible inconveniences in the event of a claim due to damage to the goods during transport. A valid complaint can be filed:

1. a) by e-mail or registered letter
2. b) by delivery to the address of the store

The buyer is obliged to state:

1. the order number, which is sent together with the order confirmation in the e-mail
2. as succinct a description of defects and their manifestations as possible
3. prove the conclusion of the purchase contract - through an invoice or delivery note

Obligation of the seller

The seller will make a decision on the consumer's complaint immediately, no later than 3 working days from the delivery of the claimed goods (this time does not include the time required for a professional assessment of the defect) and will notify the complainant by e-mail, unless the parties have agreed otherwise. The seller is obliged to issue a written complaint protocol, which contains information about what the content of the complaint is, when the consumer exercised the right and what method of handling the complaint the consumer requires. Furthermore, confirmation of the date and method of handling the complaint, including confirmation of the repair and its duration, or written justification for the rejection of the complaint.

The complaint, including the removal of the defect, will be dealt with without unnecessary delay, and within 30 days from the date of application of the complaint at the latest, unless the parties agree otherwise.

1. CONFLICT WITH THE PURCHASE AGREEMENT

In the event that the item taken over by the buyer is not in accordance with the purchase contract (hereinafter referred to as "inconsistency with the purchase contract"), the buyer has the right to have the seller restore the item to a condition corresponding to the purchase contract, free of charge and without undue delay, either by replacing the item or repairing it. If such a procedure is not possible, the buyer can demand a reasonable discount on the price of the item or withdraw from the contract. This does not apply if the buyer knew about the discrepancy with the purchase contract before taking over the item or caused the discrepancy with the purchase contract himself. with the purchase contract, which manifests itself within six months from the day of taking over the thing, is considered a contradiction already existing at the time of taking over, unless it contradicts the nature of the thing or unless the contrary is proven.

III. WARRANTY CONDITIONS

CLAIMING WITHIN THE WARRANTY PERIOD

This complaint procedure applies to goods for which the complaint was made during the warranty period. An invoice is attached to each product, which also serves as a warranty card. If the buyer does not pick up the goods in person, taking over the goods is understood as the moment when the goods are collected from the carrier.

If the buyer, who is not a consumer, discovers any difference between what is stated on the invoice and the goods actually delivered (e.g. in type or quantity) or if he does not receive a correctly completed delivery note with the delivery, he is obliged immediately, but within three days at the latest, submit a written report to the address of the seller who issued the invoice. If he does not do so, he is in danger of not being taken into account for any later complaints. A buyer who is a consumer should, in his own interest, take similar steps when taking over the goods as a buyer who is not a consumer. This will prevent possible inconveniences in the event of a claim due to damage to the goods during transport. However, the consumer's failure to take these steps does not reduce his rights in any way.

Warranty conditions

1. The duration of the warranty is 24 months, unless a longer period is specified, and it starts counting from the day the buyer takes over the goods. The warranty is extended by the period during which the product was under warranty repair. If there is an exchange, the warranty period starts running again from the receipt of the new item.
2. The customer delivers the claimed goods to the address of the store or it is possible to pick up the claimed goods at the customer's place by agreement. In the case of a justified complaint, the seller pays the actual costs of transport.
3. As soon as the complaint has been settled, the seller will without undue delay invite the customer to collect the goods or, upon prior agreement, bring the goods to the customer's address. The customer can also inquire about the current status of the complaint either by phone or by e-mail.
4. The claim for the warranty cannot be made in the following cases: - improper installation, handling or operation or use - damage to the goods by the elements - damage to the goods by excessive loading that is contrary to the purpose of the purchased goods and the instructions for use - damage to the goods during transport
5. The seller may, upon agreement with the buyer, replace defective and possibly unrepairable goods with other goods with the same parameters.

Rights arising from the guarantee

When claiming the warranty, the consumer has:

- if it is a defect that can be removed, the right to free, proper and timely removal of the defect, the right to exchange defective goods or a defective part, if this is not disproportionate due to the nature of the defect, and if such a procedure is not possible, the right to a reasonable discount from purchase price or withdraw from the purchase contract

- if it is an irreparable defect preventing the proper use of the goods, the right to exchange defective goods or withdraw from the purchase contract

- in the case of removable defects occurring in large numbers or repeatedly and preventing the proper use of the goods, the right to exchange defective goods or withdraw from the purchase contract

- if it concerns other defects that cannot be removed and if the item is not required to be replaced, the right to a reasonable discount from the purchase price or to withdraw from the purchase contract