Complaint Procedure

This procedure governs the relationship between the seller and the buyer and describes the process for submitting and handling complaints. It is based on the Commercial Code and supplements the Terms and Conditions in accordance with Act 102/2014 Coll. on consumer protection in the sale of goods or provision of services under a contract concluded at a distance or a contract concluded outside the seller's business premises and on amendments to certain acts.

The warranty applies to goods purchased from us, for which the buyer exercises their right by the end of the product's warranty period. To expedite and properly handle the complaint process, we recommend attaching a completed Complaint Form.

Warranty Conditions

The standard warranty period is 24 months.

Product installation is not the seller's obligation. Therefore, we recommend entrusting installation to an authorized service center. The manufacturer, importer, or seller is not responsible for any damages caused by unprofessional or incorrect installation, handling, or use of the product. Furthermore, the manufacturer, importer, or seller assumes no liability for any unlawful use of the product.

Expiry of Warranty Claim

The right to free warranty repair expires:

• if the warranty certificate is lost or if it has been arbitrarily altered
• if the warranty period has expired
• if the product was used contrary to the instructions for use
• due to unprofessional handling, installation, or neglected maintenance
• if the product was mechanically damaged
• if the product's protective elements used to detect unauthorized tampering (protective stickers, seals, …) are damaged
• if the defect is caused by natural wear and tear, contamination, any external interference with the product including short circuits on the cover, inputs or outputs, or a natural disaster (fire, flood, …)

Procedure for Submitting and Handling a Complaint

If the buyer discovers any defects in the product or its part, they are entitled to a warranty repair and decide to claim it, they shall send the complained goods to the company's registered office along with the attached Complaint Form.

We recommend sending the goods as a registered insured shipment. The seller does not accept cash on delivery shipments.

The seller will assess the complained defect and decide on its justification, if possible, immediately. The seller will record the method and date of complaint resolution in the complaint report. In case the complaint is not accepted, this fact, along with the justification, will be recorded in the report.

The buyer will be informed of the complaint result without undue delay, but no later than 30 days from the complaint submission.

If the defect is repairable, the seller will ensure the defect is corrected. If the defect is irreparable, the faulty goods (or its part) will be replaced with new ones. If the defect occurs repeatedly or its correction is no longer possible, the buyer has the right to a reasonable discount.

The complained goods will be sent back at the seller's expense.

Goods Damage During Transport

The buyer has the option to refuse to accept a shipment from the carrier that is visibly damaged or exposed to natural influences (weather, water). If the buyer decides to accept the shipment, we recommend checking the condition of the shipment on the spot and drawing up a complaint report with the carrier.

Final Provisions

The complete complaint procedure can be viewed in the Terms and Conditions section.

The seller reserves the right to change this procedure in case of identified shortcomings or changes in certain circumstances.

You can download the Complaint Form HERE.