COMPLAINT RULES

The Complaints Procedure was prepared in accordance with the provisions of Act No. 89/2012 Coll., The Civil Code and Act No. 634/1992 Coll., On Consumer Protection, as amended.
of the company KARLSBADEN s.r.o. Blahoslavova 18/5, Drahovice, 360 01, Karlovy Vary, company registration number 02844770, registered in the Commercial Register kept by the Regional Court in Pilsen, Section C, Insert 29630, provides for claims of defects in goods and services performed on a property owned by the Buyer (hereinafter referred to as " goods "and" repair "), as follows:

I.
Quality guarantee, warranty period
For consumers (natural persons) the warranty conditions are governed by the Civil Code. For entrepreneurs, the seller provides a warranty period for goods of a length that is based on the warranty period provided by the manufacturer and is specified in the warranty card or sales document, which are an integral part of the delivery of goods. The warranty period begins on the day of receipt of the goods by the buyer, and if the buyer does not collect the goods on the agreed date, the warranty begins on the date of issue of the handover protocol. The warranty period does not include the period elapsing between the claim and its settlement. The warranty period of the goods repaired or exchanged in the complaint procedure finishes according to the guarantee of the original goods, although the serial number of the goods has been changed during the replacement of the goods.
II.
Warranty conditions in case of repairs
The warranty conditions of repairs performed on the thing that is the property of the buyer are governed by the terms of the contract on repair and modification of the thing according to § 652-656 of the Civil Code. The warranty period for work lasts 3 months from the completion of the repair.
If the customer does not take over the goods within 1 month after completion of the repair, he is obliged to pay the contractor a storage fee of 50, - CZK without VAT for each commenced week. If the customer does not take delivery of the goods within six months after completion of the repair according to §2609 of the Civil Code, the contractor has the right to sell the goods and set off the proceeds from the sale against the price for repair.
III.
How to claim goods
The buyer can contact the supplier with the goods under complaint or he can directly complain in the service center Český servis. Current list of branches incl. Opening hours can be found at p-q.cz The claim must be submitted with a document (FA or warranty card, etc.). Each product includes a protective cover, without which the complaint cannot be made. In such cases, an individual agreement is required with the seller, whose authorized staff will determine whether the goods can be provided with free warranty service. The buyer must notify the seller in writing of the defects found on the product and the claim for complaint. In the written notice the buyer must state the detected defects, ie they must state what the defects are and how they manifest themselves. For complaints with a credit note request (multiple defects or 3 identical defects or 4 different, to be determined by the service), the customer must deliver a complete package without mechanical damage with the original service sheets enclosed (last without repair, only with defect assessment)
IV.
Complaint handling
In the event of a defect in goods not caused by the customer (mechanical damage) during the warranty period, the buyer is entitled to a free repair of the goods. If the goods have multiple defects or repeatedly 3 identical defects or four different (determined by the service), the buyer is entitled to withdraw from the contract of sale from his seller / supplier. Complaints will be settled in the case of a natural person within the statutory period of 30 days.
The warranty does not apply to defects of goods caused by:
using unauthorized software, tampering, and non-genuine consumables
computer viruses
use of goods in working conditions which do not correspond with temperature, dust, humidity, chemical and mechanical influences to working conditions of office environment
overloading the goods or using the goods in a way that is contrary to the documentation
or manufacturer's general principles
unprofessional installation, unprofessional servicing or neglected care of goods
connection to the power network not complying with the relevant ČSN
meteorological influences (especially after lightning, etc.).
product wear
For software goods, the warranty applies exclusively to the physical illegibility of the media. At the moment of removal of protective equipment (adjustment foil, seal, etc.), the buyer becomes an authorized licensed user of the product and the goods can no longer be returned to the seller.
V.
Damage caused by the transport of goods
When dealing with damage caused by transport, it is necessary to follow the valid business conditions of the carrier. If during the inspection the buyer discovers mechanical damage to the goods, he must immediately contact the carrier and write with him (and additionally) a record of damage. Subsequently, it will contact the branch where the repair was carried out and which sent the goods to it and where the claim of the goods will be further settled based on the damage record.
VI.
Final provision
The Seller reserves the right to change these Complaints Rules without prior notice.