I. General Provisions
1. The Complaint Procedure regulates the mutual relations between DDFU – Jan Skopový (hereinafter referred to as the seller) and the customer (hereinafter referred to as the buyer) purchasing goods from the seller. The Complaint Procedure is governed by Act No. 513/1991 Coll. - the Commercial Code, as amended, and also taking into account the specific conditions of the Seller, which are regulated by these Rules, the implementation procedures and procedures of the Seller, especially for goods for which a manufacturer's assessment is necessary to settle the complaint.
2. The warranty and complaint conditions set out in the Complaint Procedure apply only to goods whose complaint was duly and legitimately filed by the buyer without delay within the specified warranty period.
3. The seller does not assume responsibility for damage and loss of profit resulting from the operation of the product, or its malfunction or its incompatibility with other products (unless otherwise stipulated in writing in advance), or for damage caused by external events and mishandling. Defects of this origin are not covered by the warranty provided.
II. Receipt of goods
1. By signing the delivery note, the buyer confirms the receipt of the goods and his consent to the Complaint Procedure and the seller's complaint conditions. If the goods are not handed over in person, the receipt of the goods is understood to be the moment when the carrier takes over the goods.
2. The buyer is obliged to inspect the goods delivered by the seller immediately after receipt of the goods from the seller or from the carrier, i.e. to check the completeness of the goods, their integrity, quantity and declared serial numbers and batch numbers and compare them with the delivery note or accompanying documentation.
3. If the buyer does not inspect the goods or otherwise ensures that they are inspected upon receipt, he may make claims for defects ascertainable during this inspection only if he proves that the goods already had these defects at the time of their receipt.
4. The buyer must carry out the inspection in such a way as to detect all defects that can be detected by exercising professional care.
III. Notification of defects
1. The buyer is obliged to report immediately after the inspection of the delivered goods all defects that he found or that could have been detected during a professionally performed inspection.
2. Defects that could not be detected immediately upon receipt of the goods, even if they existed upon receipt of the goods but became apparent later, must be reported by the buyer to the seller immediately after they could have been discovered by exercising professional care.
3. A written notification of detected defects must contain the identification of the goods, the defects found on them and a description of the way in which the defects manifest themselves.
4. The basic documents for handling complaints for the customer are
the Invoice and the Delivery Note, which also serves as a warranty card and indicates the lengths of warranties for individual items of goods. The numbers of these documents are also sufficient.
- Warranty card - If the manufacturer / importer issues its own warranty certificates valid for making a claim in the Czech Republic, these are a necessary document for the acceptance of the goods in the complaint procedure.
- Complaint protocols - In the event of repeated complaints, it is necessary to submit the relevant previous complaint protocols.
- Statement of an authorized service - for complaints about goods that have an authorized service in the Czech Republic, it is necessary to submit a valid statement of the relevant authorized service with the reason for the irreparability of the product and other information required by the manufacturer to settle the complaint. Without this statement, it is not possible to initiate a complaint procedure for the goods with the seller.
IV. Place of complaint
1. The buyer can file a claim either at the place of purchase or at any of the seller's branches. The exception is products that have an authorized service in the Czech Republic. For these goods, the customer is obliged to file a complaint directly at the relevant service center.
V. Handover and delivery of complaints
1. The buyer delivers the claimed goods in person or by the carrier at his own expense and risk. The goods from the justified complaint are sent back to the seller's expense, the goods from the unjustified complaint will be sent back to the buyer at his expense.
VI. Method of filing a complaint, necessary documents and types of complaint cases
VI. a) Goods with a defect during the warranty period
1. Scope of warranty - for goods that are bought and sold between the seller and the buyer, the seller provides a warranty that they will be fit for normal use and that they will have normal characteristics in compliance with the relevant standards, working procedures and performance. If the defect occurs only when a certain SW program is running, it is not a reason for a complaint, unless otherwise agreed or stipulated in writing in advance.
2. Warranty period - the above mentioned properties of the delivered goods are guaranteed for a maximum period of time, which is stated on the Delivery Note for individual types of goods, unless agreed or stipulated otherwise.
3. Liability for defects - the seller is responsible for defects that the sold goods have after the buyer takes over the goods to the extent specified below. If the seller is to send the goods to the place specified by the buyer, the item is deemed to have been delivered at the time when it was handed over to the first carrier for transport. The seller is also obliged to remove at his own expense any defect that arose from a construction defect in the goods, a defect in the material used or a defective workmanship of the product, for which he is responsible. The seller does not assume responsibility for defects that have been notified to the buyer after the warranty period has expired. Such defects are dealt with in the mode of post-warranty paid service.
4. Liability claim - the buyer is entitled to make a claim for liability for defects (guarantee) if he notifies the seller in writing and without undue delay of all details about the defect found. Upon receipt of this message, the seller is entitled, if he is obliged to do so in accordance with these terms and conditions, at his option:- to repair the defective product- to replace the defective part of the product- to replace the defective product with the same product or with goods from another manufacturer that have the same or similar parameters.
5. The warranty period begins on the day of issue of the delivery note and is extended by the period during which the goods were in the justified complaint procedure, i.e. it is extended by the period of warranty repair. If a product or defective part of the product is replaced, the warranty period is shortened by the length for which the buyer used the original item.
6. Return for repair / replacement - if the seller requests the return of defective goods or their part for repair as a result of, for example, a defective series, the buyer is obliged to hand over the goods to the seller without undue delay. If the buyer does not respond to this request and does not hand over such a type of product to the seller within the stipulated period, he loses all claim claims. Replaced defective parts, components or products remain the property of the seller.
7. Removal of the defect by self-help - if the buyer removes the defect that arose during the warranty period, the seller is obliged to provide him with financial or other compensation only if he has given his written consent in advance.
8. Warranty obligation – the seller's obligation under this warranty applies only to such defects that occur despite the fact that all instructions set out in the operating instructions are followed, the goods are used in the manner specified therein, under normal circumstances and with the required care. In particular, warranty claims do not arise if the goods are incorrectly or inappropriately adjusted or adjusted by the buyer or a person authorized by him, in the event of incorrect wiring or incorrect and insufficient modification, or in the event of changes to the product made or had made by the purchaser by a third party without the prior written consent of the seller. The warranty also does not cover normal wear and tear of the product or parts thereof.
9. Mandatory documents and requirements - the buyer is obliged to provide with the defective product
- mandatory basic information and documents, which are: invoice and delivery note number (or directly the invoice and delivery note), as well as warranty certificate, complaint protocols and statements of the authorized service (if necessary to initiate the complaint procedure), at the request of the seller.
- Clearly specify the defect. Without its description, the goods cannot be accepted for a complaint.
- completeness of the goods - The buyer is obliged to present defective goods packed in the original packaging, including the original accessories, when making a claim. Only one or more defective parts can be claimed, not the entire PC, unless otherwise agreed in advance. The seller is obliged to issue the buyer with a confirmation of when the buyer exercised the right of liability, as well as a confirmation of the repair and its duration.
- Liability for damage after receipt after repair or replacement has been carried out on the basis of a complaint - the seller is not liable for damage caused by transport or storage and also for damage that occurs after the buyer takes over the goods.
- Title – the goods delivered by the seller remain the property of the seller until the purchase price is paid in full. Payment is considered to have been made at the moment when the invoiced amount is credited to the seller's account in full with his bank. Unless otherwise stipulated in these Rules, the general provisions of Section 425 of the Commercial Code et seq. apply.
- Warranty exclusion - the warranty does not apply to consumables, e.g. toners, ink ribbons, print heads, cartridges, floppy disks, CD-R media... with the exception of material defects claimed within 4 days. For software goods, the warranty applies solely to physical illegibility of media or damaged documentation. At the moment of removal of the protective equipment (adjusting foil, seals, etc.), the buyer becomes an authorized licensed user of the product and the goods can no longer be returned to the seller.
- Issue of goods and prices for storage – repaired goods are issued to the buyer on the basis of the original confirmation of receipt for repair (complaint protocol) submitted by the buyer. In the event that the buyer is not interested in the repaired goods or in the event of a delay in their receipt by more than 60 days after being asked to do so in writing by the seller, the seller is entitled to sell the stored item at the current price to the buyer's account after 3 months of storage. The seller as a storekeeper is entitled to deduct a storage fee of CZK 500 from the proceeds of the sale of the item.
VI. b) Non-compliance in the delivery of goods after receipt
1. Damaged goods - if the buyer receives goods that are mechanically or otherwise visibly damaged at the time of receipt, he is obliged to report this fact in a conclusive manner to the seller's warehouse or service manager. In the case of personal collection, this must be done immediately, in the case of collection via a transport service, always in writing, within two working days to the relevant seller of the seller after receiving the goods from the carrier. At the same time, he is obliged to immediately report the matter to the relevant carrier and to draw up a damage report with them. Later notifications or complaints will not be taken into account and damages arising in this way cannot be covered.
2. Delivery non-conformity - In case of non-conformity of delivered goods with accompanying documents (incomplete delivery or substitution of goods), the procedure is the same as in the previous paragraph.
VII. Compensation for an unjustified complaint
1. If it is found during the repair that the defect occurred in a way that is excluded from the warranty conditions or if the defect does not appear on the product, the buyer is obliged to pay the seller CZK 400 for each hour of work performed by the technician and transport in the amount of CZK 100 if the goods are sent back to the customer by the carrier. The buyer will also pay all costs incurred by the seller to negotiate a complaint with the manufacturer.
2. An unjustified complaint is considered in particular if:
- the label, serial number, type designation, seal or other seller's own marking, e.g. stickers, is damaged on the goods
- the goods are mechanically damaged
- the damage was caused as a result of unprofessional installation, improper operation or inappropriate placement in conditions that caused damage due to moisture, dustiness, chemical or physical influences or during operation outside the range temperatures from 10°C to 35°C
- the defect was caused by unauthorized handling of the goods during operation, insufficient or incorrect insertion of the component into the appropriate connector, loose foreign object or defect of connected components that are not part of the product and which result in visible burning of components or the printed circuit board of the product
- damage was caused by force majeure (flood, lightning, fire...), connection to the 220-230V network with a fluctuation greater than 10%
- the change to the goods was caused by an unauthorized person within the warranty period, a spontaneous change in the construction of the goods or an unauthorized or inappropriate intervention in the goods caused by the buyer or another person
- the damage was caused by computer viruses or the use of unsuitable software, work procedure or configuration
- the damage was caused by the use of different colouring tapes, toners, floppy disks and media than those approved by the manufacturer
- there was a breach of the conditions stated in the warranty card by the buyer
- defects caused by different settings than allowed by the manuals are claimed, as well as defects that do not appear within the time specified by the buyer.
VIII. Liability for Data Corruption
1. The seller does not assume responsibility for the data left on the media during the service intervention, nor is it responsible for any losses incurred by the buyer as a result of the failure.
IX. Final Provisions
1. This Complaint Procedure is valid from 1 January 2025 and applies to goods purchased from the date of its validity.
2. The seller reserves the right to change it