Complaint handling

The buyer is obliged to file a claim with the seller or a person designated for repair without undue delay after the discovery of the defect. If the Buyer does so in writing or electronically, he should provide his contact details, a description of the defect and a request for the manner in which the claim will be settled.

The creditor is obliged to tell the seller what right he has chosen when notifying the defect or without undue delay after notification of the defect. A change of choice without the seller's consent is only possible if the buyer has requested the repair of a defect that proves to be irremediable.

If the buyer fails to exercise his right under a material breach of contract in time, he has the same rights as under a non-material breach of contract.

The buyer is obliged to prove the purchase of the goods (preferably with a proof of purchase). The deadline for the settlement of the claim starts from the moment of the claim (notification). The Buyer shall hand over or deliver the goods to the Seller or to the place designated for repair at the same time or after the claim has been made. The goods should be packed in suitable packaging to prevent damage and should be clean and complete when transported.

The Seller is obliged to decide on the complaint without delay, within three working days at the latest, or if a professional assessment is required to make a decision. The information about the need for a professional assessment shall be communicated to the buyer within this period. The Seller shall settle the complaint, including the removal of the defect, without undue delay, at the latest within 30 days of its submission, unless a longer period is agreed in writing with the Buyer. After the expiry of this period, the buyer has the same rights as if it were a material breach of contract.  In the case of purchases made under an I.T.O., the 30-day period may be extended to a reasonable period. However, we always strive to meet the 30-day deadline, and only exceptionally may the deadline be longer than 30 days.

If the seller refuses to remedy the defect, the buyer may demand a reasonable price reduction or withdraw from the contract.

The warranty period is extended by the time from the time the claim is made until it is settled or until the time the buyer is obliged to collect the item. If the goods or a part thereof are replaced, the seller's liability shall apply as if the goods or a part thereof had been purchased new. 

If it is not possible to monitor the status of the complaint on-line, the Seller undertakes to inform the Buyer about the settlement of the complaint by e-mail or SMS according to the Buyer's request.