Claim procedure

Rules of Complaint provide for a guarantee on goods and procedure of the complaint.

These Rules of Complaint apply to goods purchased from the provider of the internet shop  www.avchannel.eu of the company Inteli Ltd., which was claimed in the warranty period. The Rules of Complaint were created in accordance with the Commercial Code, the Civil Code No. 40/1964, Coll., and the Consumer Protection Law No. 634/1992, Coll., as amended. By taking over the goods from the seller or the carrier, the buyer agrees with these Rules of Complaint.

1. Warranty

   The length of warranty is given on the delivery note. The minimum period of warranty for new goods is 24 months for the consumer, and is extended for selected products above the statutory deadline. In case of the so-called second-hand goods, the warranty period can be adjusted to 6 months. The warranty period begins on the day of taking over the goods by the customer, and is extended by the period during which the product was in warranty repair. After settlement of a legitimate complaint the warranty period is extended by the period of duration of the complaint. (Duration of the complaint begins on the day following the receipt of goods, and ends on the day of the complaint settlement - not when the goods are collected by the customer.) In case of an unjustified claim, the warranty period is not extended. If the complaint of goods in the statutory warranty period was settled by exchanging the goods for new, the guarantee shall be renewed in full, beginning at the time when the buyer gets a new certificate of warranty with a new serial number.
   The warranty applies to material defects, functional defects, defects resulting from production, assembly, or installation of goods by employees of the seller.

2. Warranty on consumables

   If consumables are the content of the package or subject of the purchase (cartridge, toner, print head, projector lamp, batteries, etc.), their service life is 3 months, unless explicitly stated otherwise.
   Specifically concerning the projector lamp, there are two different service lives – in months and in number of hours of lighting. For a successful claim of a potential defect, both conditions have to be met.
   Individual service lives differ according to the manufacturer, and are stated in the product detail, as well as on the invoice or delivery note.
   The right of the consumer to claim goods in the statutory warranty period is not thus affected. However, the consumer has to take into account the above mentioned facts, because the guarantee, according to § 619 par. 2 of the Civil Code, does not apply to normal wear and tear of the object, and thus cannot be confused with the service life of the product.

3.  Warranty does not apply to the following cases:

   1. defects resulting from the use of incorrect or faulty software, incorrect consumables, and possible damages resulting from it
      
   2. defects caused by incorrect servicing, by unqualified or inadequate manipulation, use and installation, which are contrary to the user manual, or by damage resulting from effects of surges in the grid, and damage to equipment caused by excessive mechanical wear
      
   3. wear of the object caused by its normal use
      
   4. resulting from mechanical damage of goods
      
   5. electrical overvoltage (visibly burnt components or printed circuits)
      
   6. use of goods in conditions which do not correspond to the office environment by temperature, dust, moisture, chemical and mechanical effects
      
   7. incorrect installation, treatment, service, or failure to care for goods, as stated in instructions for maintenance
   8. goods have been damaged by excessive load, or by use contrary to the conditions contained in the documentation, or contrary to general principles
      
   9. performance of an unqualified intervention or change of parameters
      
   10. goods which have been adjusted by the customer (coating, bending, etc.)
   11. goods have been damaged by natural forces or force majeure.
   
   The warranty does not apply to goods with broken protective seals, informative labels, serial numbers, etc. Seals and serial numbers are integral parts of the product and do not restrict in any way the right of the customer to use and manipulate with the product to the full extent of its function. If the buyer is a consumer, the guarantee does not expire as a whole, but the right to claim these defects, which have arisen in causal connection with the above mentioned conduct, ceases.
   

4. How to make a complaint

   When making a complaint, it is necessary to submit the claimed deliverable (or its claimed component).
   The consumer, in his/her own interest in the prompt complaint settlement, submits, together with the claimed object, an invoice documenting the conclusion of the purchase contract concerning the claimed deliverable, a delivery note, or an issue slip, including the given serial numbers of individual components of the deliverable, possibly also a special certificate, a certificate of warranty, or a warranty card, which serve to implement the complaint in authorized service centers of manufacturers. The customer pays for the transport costs himself/herself.
   In case the legitimacy of the complaint is confirmed, the customer is entitled to request reimbursement of reasonable costs resulting from the transportation of the claimed goods.
   In case of making a complaint, the consumer, in his/her own interest, wraps the goods in a suitable packaging material, conforming to the demands of transportation of the given goods, preferably in the original packaging, due to a possible risk of damage to the goods.
   The supplier is not obliged to accept the claimed deliverable, if the purchaser does not hand it over with the required components and accessories.
   It is necessary to communicate to the supplier precise indications of defects and specification of rights that the purchaser exercises against the supplier, and to do it right at the beginning of filing the complaint, or before handing over the claimed goods to the supplier at the latest.

5. Complaint settlement

   When applying a legal guarantee, the buyer has the following rights, depending on the nature of the defect:

   • in case of an eliminable defect, the right to a free, proper and timely removal of the defect, the right to exchange of defective goods or defective parts, if this is not disproportionate with regards to the nature of the defect. If such procedure is not possible, s/he has the right to adequate reduction of the purchase price or to withdrawal from the purchase contract,
   • in case the defect is irreparable, which prevents the proper use of the goods, the right to exchange the defective goods or to withdraw from the purchase contract; the consumer has the same rights in case defects are removable, but the buyer cannot use the object properly due to re-occurrence of the defect after repair, or due to numerous defects. A re-occurring defect is an identical defect preventing the proper use of the goods, which has been already at least two times removed during the warranty period, but which has again reoccurred. If an object has at once at least three defects preventing its proper use, it is considered to have a greater number of defects.
   • regarding other irreparable defects, when the consumer does not require exchange of the product, s/he has the right to an adequate reduction of the purchase price or to withdrawal from the purchase contract.
   
   In case of a discount, it is not possible to later claim the goods for a defect for which a discount was given.
   The seller decides about the complaint in 10 working days. The time necessary for professional assessment of the defect, depending on the type of product or service, is not counted in this term. The complaint, including the defect removal, will be settled by the seller without undue delay, no later than 30 days from the date of filing the complaint. After this period the consumer has the same rights, as if it were a defect that could not be removed. This term is not binding with regards to a purchaser who has used an identification number at purchase, and therefore his/her relationship with the seller is governed by the Commercial Code. 

6. Unjustified complaint

   In case of an unjustified complaint, the supplier has the right to charge the purchaser the amount equivalent to efficient costs for processing the complaint (applies in case of proceeding according to the Commercial Code).

7. Conflict with the purchase contract

   In case the object is not in conformity with the purchase contract when taken over by the buyer ("conflict with the purchase contract"), the buyer has the right to ask from the seller to bring the matter, free of charge and without undue delay, to the state corresponding to the purchase contract, and to do it as requested by the buyer either by exchanging the object, or by repairing it.
   If this proves impossible, the buyer may request a reasonable discount from the price of the object, or withdraw from the contract. This does not apply if the buyer knew about the conflict with the purchase contract before taking over the object, or if s/he caused this conflict himself/herself.
   Conflict with the purchase contract which appears within six months from the date of receipt of the object is considered to be a conflict existing already at the time of takeover, if this is not contrary to the nature of the matter, or unless it is proven otherwise.