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Complaints Procedure

Complaints Procedure Rules

The warranty for goods is provided to the extent set out by the applicable legislation for the period stated in the warranty certificate. If no warranty certificate is delivered with the product, the statutory warranty period applies. The warranty does not apply to any damage caused by unskilled use of the device, mechanical damage, wear and tear and damage caused by natural disasters!

When using the warranty, the consumer has the following rights:

  • Where a rectifiable defect is concerned, the consumer has the right to free, due and timely rectification of the defect, the right to replacement of the defective product or defective part unless this is disproportionate to the nature of the defect, and if such procedure is not possible, the consumer has the right to a reasonable reduction of the purchase price or the right to withdraw from the purchase contract.
  • Where a non-rectifiable defect that prevents due use of the goods is concerned, the consumer has the right to replacement of the defective goods or to withdraw from the purchase contract.
  • Where rectifiable defects occurring in rather a large number or repeatedly and preventing due use of the goods are concerned, the consumer has the right to replacement of the defective goods or to withdraw from the purchase contract.
  • Where other non-rectifiable defects are concerned and the consumer does not demand replacement of the item, the consumer has the right to a reasonable reduction of the purchase price or to withdraw from the purchase contract.

While taking delivery of goods, the Buyer shall inspect the goods immediately and if they show any defects, the Buyer shall not take delivery of the goods. Where the goods are delivered by contractual transporters or postal service, the customer has to draw up a record of any defects (about the number of pieces, about any damage of the item being handed over, etc.) immediately. It is always necessary to ensure that the damage or the difference in the quantity is confirmed by the party handing over the goods. Any later complaints will not be considered! A precondition for admitting a warranty complaint and initiating a warranty complaints procedure is that the complaint is filed within the warranty period, which is to be proven with a valid tax document and warranty certificate (if a warranty certificate was issued by the manufacturer). The goods must be returned in the original and complete packaging with all the accessories. If the goods being sent back to the Seller are not duly packed and, as a result, got damaged or destroyed during the transport, the customer shall pay full compensation for the damage. Unless agreed otherwise beforehand, do not send the goods for handling the complaint or replacement COD, as such delivery will not be taken!

Length of the warranty:

A standard statutory warranty period is 24 months; some products may have a longer warranty if provided by the manufacturer, so you should inquire about the conditions of the warranty provided by the manufacturer. If products are used for business purposes with this product, the warranty period is not set out under the Civil Code but by the particular importer or manufacturer.

If a product breaks down or a manufacturing defect occurs within the warranty period, the place where a complaint is to be filed is an authorized service centre of the manufacturer that is stated in the warranty certificate of the concerned product. If no list of service centres exists for the goods, the complaint shall be handled by the manufacturer or our company.

When filing a complaint, it is always necessary to deliver the goods under complaint together with the warranty certificate. If no warranty certificate is issued for the product, it is necessary to provide us with a copy of the invoice.

When the complaint is unjustified, when the reported defect is not found out, when the defect is not covered by the warranty or when the conditions for using the warranty are not observed, the Seller may require compensation of any arisen costs.

Handling complaints


The supplier or the service centre shall assess justifiability of a complaint about a goods defect and, following the assessment, they shall inform the customer by telephone or via email about the method of handling the complaint. Afterwards, the customer shall be requested to collect the goods under complaint. Under Act No. 634/1992 Sb. (of the Collection of Laws of the Czech Republic), the term for complaint handling is 30 days, unless the Seller and the Buyer agree on a longer term.

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