Return Policy

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Return Policy of a-viac.eu for B2B

1 Background 

1.1  This Return Policy regulates legal relationships between ProStudio s.r.o., based at Havlíčkova 7, 811 04 Bratislava, Slovakia, company ID: 35 964 570, registered with the Business Register maintained by the Regional Court in Bratislava I, the Sro section, entry no. 38306/B, phone no.: +421 (0) 908 831 603, email: support@prostudio.sk as the Seller, and businessmen and legal entities as Buyers in regard to lodging and processing complaints concerning goods. The Seller operates a website (www.a-viac.eu).

1.2  This Return Policy is also a part of and an amendment to the General Terms and Conditions for Businessmen and Legal Entities (hereinafter referred to only as “GTC”). Definitions given in GTC are binding on this Return Policy as well. Articles 7 (personal data protection) and 8 (governing law, and judicial authority) of GTC apply to this Return Policy, too.

1.3  This Return Policy concerns the issue of entering claims related to defective goods as well as entering warranty claims as per GTC.

2 General obligations of the Customer 

2.1  The Buyer is obliged to exercise their goods-related claims in periods stated in this Return Policy, or without any unnecessary delay once they discover defects in goods or once they could have discovered them were due diligence exercised.

2.2  Claims related to defects which are under warranty must be entered by the Buyer before the warranty period expires. The Seller can refuse to recognise the warranty claim if a failure to report the defect and lodge a complaint immediately after it was discovered meant a further deterioration.

2.3  If the Buyer does not adhere to this Return Policy and does not meet the obligations and deadlines stated in GTC or the Return Policy, the Seller is not obliged to recognize the complaint and the Buyer loses their right to enter a warranty claim and/or complaint about defective goods.

3 The Customer’s obligations upon the delivery and receipt of goods 

3.1  The Buyer is obliged to inspect the goods and verify its properties and amount upon delivery. If the goods are being received from a Shipper, the Buyer must immediately make sure that the content of the package conforms to the agreement and the order in terms of the amount and type of goods. The Seller’s information system is always the conclusive source of information about the amount and type of the goods whose delivery is the subject of the contract.

3.2  If the goods are damaged or otherwise corrupted on delivery or if the packaging is torn, the Buyer is obliged to immediately report this fact in the document by means of which they confirm the receipt of delivery or refuse to receive it. If the Buyer discovers that the goods sustained a mechanical damage during transportation after it was received, they are obliged to immediately notify the Shipper and draw up a damage report (even ex post facto).

3.3  When it comes to damage which occurred after the Shipper received the goods from the Seller and before they delivered it to the Buyer, the Buyer is obliged to observe the general terms and conditions and return policy of the shipper in question.

3.4  Immediately after discovering any faults and imperfections in the goods, or after drawing up a damage report or reporting defective goods in the proof of receipt, the Buyer must always contact the Seller’s complaints department if the case conforms to Article 3.2 of this Return Policy.

3.5  Immediately after receiving the goods, the Buyer must make sure that the individual serial numbers on the goods, in the delivery note, and in the warranty card match. Any differences or discrepancies in these serial numbers constitute a defect and must be reported to the Seller upon the receipt of goods. In that case, the second sentence of this Return Policy’s Article 2.1 does not apply.

3.6  If the Buyer does not perform the inspection or does not arrange for the inspection of the goods to be performed upon receipt, they can enter claims in relation to defects which could have been discovered during such an inspection only if they plausibly demonstrate that the goods were defective upon receipt.

3.7  In regard to defects which were in existence at the time of receipt but did not manifest themselves until later, the Buyer must lodge a complaint with the Seller immediately after these defects could have been discovered were expert due diligence exercised during the inspection which the Buyer was obliged to perform as per Articles 3.1 to 3.4 of this Return Policy.

3.8  Immediately after inspecting the goods, the Buyer must inform the Seller of any defects they may have discovered. If such defects concern the amount or type of goods (there is a difference between the goods that were actually delivered, and in the information recorded in the Seller’s information system) and the Buyer does not inform the Seller of them upon receipt, it is understood to mean that the correct amount and type of goods was delivered.

4 The complaints procedure 

4.1  The Buyer can lodge complaints in person, by sending an e-mail to support@prostudio.sk,or in the Seller’s information system. 

4.2 When lodging a complaint in person, the Buyer will submit a proof of purchase (invoice, delivery note) and a warranty card.

4.3 In regard to complaints lodged in person, a record must be made in writing, containing (i) the Buyer’s data, (ii) information about the goods, (iii) a description of the discovered defects and their manifestation, and (iv) the claim entered by the Buyer, where the Buyer can enter only those claims which are stated in this Return Policy. 

4.4 In regard to complaints lodged by means of electronic mail and the Seller’s information system, the Buyer is obliged to fill out and dispatch a Return Material Authorisation form (hereinafter referred to only as “RMA”). While filling out the RAM form, the Buyer follows the instructions of the Seller’s information system. If the Buyer lodges a complaint by means of electronic mail only, the RMA form will contain information about the goods, the invoice number, the code of the goods, the serial number of the goods, and a description of the defect in question.

4.5 The Seller will send the Buyer an e-mail with a RMA symbol within twenty-four (24) hours of having received the RMA form. If the Buyer does not dispatch the goods to the Seller within fourteen (14) days of having been assigned a RMA symbol, they must request a new RMA symbol to be created as the original one is automatically deleted from the records after this period of fourteen days expires.

4.7 The Buyer must clearly write the RMA symbol on the package that contains the goods being returned. If the Buyer does not state the RMA symbol on the package that contains the goods being returned, or does state it in a manner which precludes it from being immediately and easily identified, the Seller can send the package back at the Buyer’s expense and risk.

4.8 If the Buyer dispatches a package which contains multiple pieces of goods that are subject to a complaint, they must enclose a list of the complaints. In the event that the Buyer fails to meet this obligation, they lose their right to enter any claims related to any discovered differences in the contents of this package.

4.9 After a RMA symbol is assigned, the Buyer will dispatch the goods being returned at their own expense, by a courier service. The Seller will send the Buyer either repaired or exchanged goods, by a courier service and at their own expense.

4.10 Regardless of the claim of damage or warranty being entered, the Buyer is obliged to deliver the goods in full, in their original packaging, and with the manufacturer’s intact, undamaged, and unremoved original labels (serial numbers, warranty stickers, seals, etc.). If the goods are not delivered in their original packaging, the Buyer will be responsible for any damage the goods sustain during their transportation and handling while the complaint is being processed. If the Buyer is returning goods which are sensitive to electrical discharges, including static electricity, they must deliver them wrapped in an antistatic packaging; otherwise, the Buyer will be responsible for any damage caused by electricity and electrical discharges during the transportation and handling of the goods while the complaint is being processed. The Seller is not obliged to receive any goods which do not meet the obligations and conditions set by this Article, and can send them back to the Buyer at the Buyer’s expense and risk.

4.11 If (i) the Buyer dispatches the goods being returned without the assigned RMA symbol, or (ii) the claimed defect is not discovered when the goods are tested, or (iii)the Seller or repair shop learn that the goods are fully functional, or (iv) the goods are not under warranty (the warranty period expired before the complaint was lodged, or exemptions apply to the goods), or (v) the Seller’s responsibility for defects does not apply to the goods, the Buyer must pay a lump sum of 20.00 EUR (two hundred euros) for any one (1) case to reimburse the Seller for repair and administrative costs related to the handling and testing of the goods,. In case of complaints lodged as per this Article, this does not affect the Seller’s right to have actual costs, in excess of the lump sum charged as per the previous sentence, reimbursed by the Buyer, where the Buyer is obligated to settle these actual costs to the Seller. The Buyer must also reimburse the Seller for all expenses related to the reparation of any goods which are not under warranty, as well as the cost of the repair.

5 Claims related to defective goods, and methods of complaint processing 

5.1 The manner in which a complaint and the Buyer’s claim of damage and warranty are processed depends on the return and warranty policy of the goods’ manufacturer, importer, or supplier. The Seller merely distributes the goods, and is responsible for damage and warranty to the Buyer only in the extent to which they are provided by the manufacturer, importer, or supplier, and to which the complaint is granted by the manufacturer, importer, or supplier. The Buyer can enter only those damage claims which the Seller can enter against the manufacturer, importer, or supplier.

5.2 The Seller bears no responsibility for any defective goods, including those under warranty, and is in no way obliged to comply with the Buyer’s claims and requests if these are not granted by the manufacturer, importer, or supplier of the goods. The Buyer is not entitled to enter any damage or warranty claims against the Seller which would not be granted by the manufacturer, importer, or supplier. The Seller is under no obligation to satisfy the Buyer’s claims and requests if these would not be granted by the manufacturer, importer, or supplier to the Seller.

5.3 The Seller is always entitled to replace a piece of goods with a new one, regardless of the nature of the defect being claimed. If the piece of goods cannot be replaced with a new one, the Seller is always entitled to settle the complaint by offering a purchase price discount to the Buyer, or by reimbursing the Buyer for the purchase price. The Seller will issue a correction tax document on the purchase price discount or on the reimbursed purchase price. The options listed in this article constitute a right only, never a responsibility on the part of the Seller, and the Buyer is not authorised to demand that the Seller exercise or perform them.

5.4 Any claims of defective goods as per Sections 436 and 437 of the Commercial Code are excluded. 

5.5 If the goods are to be replaced, the Seller will dispatch the replacement goods to the Buyer as soon as possible after the goods being returned are delivered to the Seller.

6 The scope of warranty, and exemptions 

6.1  The length of the warranty period and its start are governed by GTC. 

6.2  The warranty and responsibility for defects do not apply to any defects or damage to the goods which were caused (i) by any use, maintenance, or repair of the goods which were contrary to the instruction manual, the goods’ documentation, the general rules and conditions for using the goods, or by any unqualified action on the part of the Customer or third parties, including unauthorised repair shops, (ii) as a result of any external damage to the goods, (iii) as a result of using pirated, unauthorised, or incorrect software, by computer viruses, malware, adware, or other malicious programmes or codes, (iv) as a result of using unauthorised and unoriginal consumer materials, primarily unoriginal cartridges and printing paper, (v) by using the goods in improper conditions and places, especially in unsuitable temperatures, where there is humidity or dustiness, or where there are unsuitable chemical, physical, or mechanical influences, (vi) by overloading the goods, (vii) neglecting to take care of the goods and maintain them, (viii)plugging the goods into the mains which does not comply with the standards set for the goods, or (ix) by force majeure. 

6.3  Furthermore, the warranty and responsibility for defects do not apply to pre-owned or clearance goods or to any goods where the Seller stipulated a warranty exemption, regardless of the reason for it. The Seller can provide a warranty for goods described in this Article, but is under no obligation to do so.

6.4  Furthermore, the warranty and responsibility for defects do not apply if the serial number of the goods has been removed or damaged and if the seals or other means of protection meant to close the goods have been removed or damaged. The warranty and responsibility for defects also do not apply to any goods which were used up and ran on batteries.

6.5  Furthermore, the warranty and responsibility for defects do not apply to any faults and damage that are a result of a delayed warranty claim of  a fault or damage to which the warranty would otherwise apply and where a timely warranty claim would have prevented the fault from spreading or new faults and damage from occurring.

6.6  The Seller is not entitled to return the goods and enter claims of damage or warranty if they (i) used the goods up, damaged them, or otherwise prevented them from being used any further, or (ii) if the goods are a computer programme, audio-visual work, audio-visual recording of an artistic performance, or a multimedia work which the Customer unpacked or whose means of protection they removed, (iii) if the goods cannot be returned due to their properties, (iv) if they deteriorate quickly, or (v) if they were produced for the Customer based on their requirements, or if they are intended for that particular Customer only.

6.7  In the event the goods comprise a piece of software, the warranty applies only to the data media on which the software in question is recorded. The Seller is in no way responsible for any defects in the software itself. Removing the protective means of the data media makes all rights as well as the option to return the software to the Seller void.

7 Final provisions 

7.1  The Seller has a right to make unilateral amendments to this Return Policy. Any amended Return Policy will be published on the website (www.a-viac.eu) one (1) month before the day it comes into effect at the latest. If possible, the Seller will notify their business partners of any changes by electronic mail.

7.2  In case the Parties concluded a Framework Agreement, the Buyer can terminate this Framework Agreement if they do not consent to a Return Policy amendment, provided that they give a three-months’ notice which starts on the first day of the calendar month that comes immediately after the calendar month of the notice’s delivery to the Seller. According to this Article, the Buyer can terminate the Framework Agreement only until the date when the Return Policy comes into effect; if they fail to avail themselves of their right to give notice within this period, it is understood to mean that they consent to the Return Policy amendment.

7.3  This Return Policy comes into effect on the 1st of September 2018

 

 

 

Return Policy of a-viac.eu for B2C

1 Background

  1. This warranty and return policy regulates the relationship between the Supplier and the Customer, amends the Contract on B2C Partner Business Relationships (hereinafter referred to only as the “Contract”) and General Terms and Conditions (GTC), and constitutes an integral part of the Contract.
  2. Where complaints are lodged, the relationship between the Supplier and the Customer is governed by the relevant provisions of the Commercial Code and of this Return Policy. The Supplier and Customer hereby jointly declare that the provisions of this Return Policy enjoy priority over the relevant provisions of the Commercial Code, with the exception of the mandatory rules set by the Commercial Code.
  3. The Customer acknowledges the effectiveness of this warranty and return policy upon receiving their order’s confirmation from the Supplier.
  4. Through the effectiveness of this Return Policy, the Supplier reserves a right to amend its provisions in any way, while respecting the mandatory rules set by the Commercial Code and other legal regulations which are effective in the Slovak Republic. Any amendments to the Return Policy come into effect on the 3rd day of their publication on www.a-viac.eu.
2 Receiving the goods, a risk of damage to the goods
  1. The Customer is obliged to properly and timely inspect the delivered goods, as soon as the risk of damage to the goods is assumed (i.e. immediately after receiving the goods). if the contract obliges the Supplier to dispatch the goods, the Customer assumes the risk associated with the goods after they are handed to the shipper at a contractually appointed place; if the stated obligation of the Supplier does not arise from the Contract, then after the goods are handed over to the first shipper for the purposes of delivering them to the place of destination.
  2. The Customer is obliged to inspect the delivered goods without any unnecessary delay, as soon as they are at their disposal. If the Customer learns that the delivered goods sustained a mechanical damage after they were handed over to the shipper, even if this discovery was made ex post facto, they are obliged to immediately contact the shipper and request that a damage report be made. At the same time, they have an obligation to notify the Supplier that the shipper was informed of the damage. Subsequently, they must get in touch with the Supplier’s complaints department where their complaint will be processed, based on the damage report. Without the above-mentioned written document (the damage report), it is not possible for the Supplier to recognise that there was a mechanical damage. If the Customer does not inspect the goods or does not arrange for their proper and timely inspection in the time the associated risk is assumed, they can enter a claim of defects discovered during an inspection only if it is proven that the goods already sustained this damage by the time the associated risks were being assumed. The Customer must conduct the inspection in a way that makes sure all defects which can be discovered with the exercise of due expert diligence are indeed discovered.
  3. No later than 12 hours after conducting the inspection, the Customer is obliged to notify the Supplier of all discovered defects, or rather of all defects which could have been properly and timely discovered with the exercise of due expert diligence. In the event the amount or type of goods which were actually delivered differs from the information stated in the delivery note, the Customer must notify the Supplier of this fact in writing, no later than in two days. The Customer undertakes to settle the price of delivering a substantial amount of goods only if they failed to notify the Supplier as per the provisions of the previous sentence.
3 Responsibility for defects, a quality guarantee
  1. The above-mentioned rules of lodging complaints jointly apply to lodging complaints about defects in the delivered goods for which the seller bears legal responsibility, and about defects in goods where the seller assumed the guarantee of quality. In all cases, a proof of payment and delivery of the goods whose defects are being reported must be submitted.
  2. The liability rights in regard to defects in goods which are the responsibility of the Supplier as per the provisions of the Commercial Code must be exercised by the Customer within the meaning of the provisions of the Commercial Code. If a complaint concerns defective goods where a guarantee of quality was assumed by the Supplier, these defects must be reported before the warranty period expires at the latest. In case of a personal pick-up, the warranty period starts on the day when the Customer receives the goods; on the day when the goods are received from the appointed shipper at the place of delivery if the goods are being dispatched.
  3. The Customer is obliged to report defective goods without any unnecessary delay, within 3 work days of having discovered the defect or of the day when the defect could have been discovered were due diligence exercised at the most. If there is a failure to enter a claim in regard to defective goods, and the defect is not reported within 3 days of the day when the defect was discovered or of the day when it could have been discovered, the right to lodge a complaint becomes extinguished, as well as any claims resulting from these defects in the goods. If the goods are under warranty, the defect must be reported and the related claims entered before the warranty period expires. The right to lodge a complaint becomes extinguished when the warranty period expires.
4 Processing complaints
  1. On the Supplier’s website (www.a-viac.eu) or by e-mail (support@prostudio.sk), the Customer will present the Supplier with a proof of purchase issued by the Supplier – invoice, delivery note, handover certificate, warranty card.
  2. If the Customer has any questions about lodging complaints, they can contact the Supplier.
  3. If the manufacturer has an authorised repair shop in the Slovak Republic, the Customer is obliged to exercise any and all claims related to defective goods by lodging a complaint directly in this authorised repair shop. The costs of lodging a complaint (packing, transport, mail…) at the place where the complaint is processed are born by the Customer.
  4. If a conditional complaint is lodged, the time of its processing depends on the Supplier. In the event the manufacturer does not recognise the complaint as a justified warranty repair, all costs related to the complaint’s processing will be borne by the Customer; the goods will be returned to the Customer only after the incurred costs are paid.
  5. If a complaint is recognised as justified, all costs related to dispatching the goods back to the Customer will be borne by the Supplier.
  6. Packages containing goods which are subject to a complaint must be clearly labelled “RMA”. If the package is addressed to a specific person, their name must be stated (dealer, warehouse, RMA, accounting…). If the package contains multiple items, a list of the returned goods must be enclosed. Parcels which contain goods subject to a complaint and are dispatched at the addressee’s expense will not be accepted by any authorised repair shop or the Supplier.
  7. If a complaint is lodged at the seat of the Supplier, assuming that the Customer should have lodged the complaint in the authorised repair shop and was aware of this fact, the Supplier will have a right to be reimbursed for all costs related to transporting the returned goods to an authorised repair shop, as the Customer was informed of this course of action in the Supplier’s return policy.
  8. The Customer is obligated to dispatch the goods in such a packaging that prevents any mechanical damage from occurring during transport. The Supplier recommends the returned goods to be dispatched in the original packaging, antistatic wraps, etc. 
  9. The Customer must make certain that the serial numbers on the goods and the numbers recorded in the warranty card are identical. If any difference is discovered, the Customer must write to the Supplier within three work days of having received the goods. The Supplier’s employees will arrange for the discrepancy to be eliminated and for a new warranty card to be dispatched at the Customer’s expense. If the Customer failed to report the above-mentioned facts, the complaint will be viewed as unjustified and the right to enter a claim in regard to defective goods will become extinguished. 
  10. When goods that are subject to a complaint are handed over for the purposes of processing the complaint, the warranty card and proof of purchase must always be enclosed.
  11. If any of the Supplier’s requirements are not met, the goods will not be received for the purposes of exercising the rights associated with them, and will be send back to the address stated on the packaging, at the Customer’s expense.
  12. Unless other provisions of this Return Policy state otherwise, the Customer can lodge a complaint in person, on work days from 8:30 a.m. to 5:00 p.m. at the Supplier’s headquarters. The Customer is obliged to submit a notification of discovered defects in writing, within periods set by this Return Policy. This written notification must describe the discovered defects, i.e. state how the discovered defect manifest itself, and declare which claim is being made as a result of the defect’s existence. In the event the Customer lodges a complaint about defective goods in an authorised repair shop, they must immediately, but no later than in 2 work days, inform the Supplier that the complaint was lodged, either in writing, or by sending an e-mail to an employee of the Supplier’s complaints department. In that case, the Customer is also obliged to notify the Supplier of the discovered defect and the claim that is being made as a result of the defect’s existence.
  13. When lodging a complaint, the Customer fills out a complaints form, published on the Supplier’s website, or sends a request e-mail with information about the defective product, invoice number, product code, serial number, and the defect’s description. Only those complaint forms which were filled out in a proper and timely fashion will be accepted.
  14. The Customer can check the status of their complaint directly on www.a-viac.eu, or by sending an e-mail to support@prostudio.sk. The Supplier does not accept any goods that were sent by express mail.
  15. If the Customer does not accept the returned goods (both in the case of a justified, and unjustified complaint) within 30 days of its handling, the Supplier is entitled to charge a storage fee of 2.00 EUR for each commenced day of storage.
5 Warranty period
  1. The Supplier provides a warranty for the quality of selected types of goods, thus guaranteeing in writing that the supplied goods will be suitable for use during the stated period and for the negotiated or regular purpose, i.e. that the supplied goods will keep its negotiated or regular properties. Unless any provision of the Contract, GTC, or this Return Policy states otherwise, the warranty starts on the day when the goods are received.
  2. The Supplier bears no responsibility for any damage caused by an improper storage of the goods, functional properties, or for any damage sustained as a result of any unqualified use or external factors and incorrect handling of the goods. The provided warranty does not extend to any defect with such an origin.
  3. The Supplier will provide such a warranty period for the goods that is stated in the warranty card and which is based on the warranty period provided by the manufacturer.
  4. The time between lodging a complaint and its handling is not factored into the warranty period. The warranty period for goods which were either repaired, or exchanged on the basis of a lodged complaint runs as per the warranty provided for the original goods, even if the complaint was handled by replacing the defective product with a new one, with a different serial number.
  5. If the returned goods are dispatched without a written notification of discovered defects, tests do not detect the alleged defect and the goods are declared fully functional, the warranty period for the particular goods has expired, or if the defect was caused by an improper handling, the Supplier has a right to receive a sum of at least 17.00 EUR per 1 piece of goods, VAT not included, as a reimbursement for incurred repair, organisation, and handling costs.
6 Claims of defective goods
  1. If a warranty complaint, lodged in the warranty period, is deemed to be justified, the Supplier must repair the defective goods free of charge. If the goods cannot be repaired, the Customer has a right to receive replacement goods of the same kind. If no replacement goods of the same kind are available, the Supplier can deliver replacement goods whose specifications and technical solutions are similar to those of those purchased previously. If the non-repairable returned goods are not available on the market, the complaint will be handled by providing an adequate replacement or by issuing a credit note of value equal to the price of the adequate replacement as determined by the Supplier’s complaints department. In that case, the Supplier can decide whether they are going to handle the complaint by providing an adequate replacement, or by issuing a credit note.
  2. The Supplier is obliged to process a complaint within as short a time of having received it as possible.
  3. If a warranty card is not provided with the goods, the warranty period will be determined by the warranty period specifications stated in the provisions of this Return Policy, or directly on the Supplier’s website. If a warranty card was not a part of the goods’ delivery, and at the same time their warranty period is not established by any provision of the Return Policy or on the Supplier’s website, a warranty period of 6 calendar months will apply to the goods. The costs of repairing returned goods after the warranty expired are borne by the Customer.
  4. The warranty provided in a warranty period does not apply to defects caused by using unauthorised software and consumer materials; by computer viruses; by using the goods in improper working conditions, especially in unsuitable temperatures, where there is humidity or dustiness, or where the working conditions present in an office environment have unsuitable chemical, physical, or mechanical effects; overloading the goods; by using the goods contrary to their documentation or general rules; by unqualified installation, unqualified operation, or a failure to properly take care of the goods; by plugging the goods into an electricity network which does not conform to the relevant STN standard; by force majeure; and by meteorological influences (primarily by a lightning strike, etc.).
  5. The warranty provided in a warranty period also does not apply if the goods’ serial number was removed or damaged; if the goods sustained a mechanical damage after they were received; if they were damaged as a consequence of their operation in improper conditions; if they were exposed to a chemically aggressive environment, high temperatures, or an electric/magnetic field; if their seal was removed; if the goods were damaged by a natural disaster, a fault current, or by being used and handled contrary to the instruction manual and the manufacturer’s warranty terms.
  6. The returned goods must not be labelled with any stickers, scribbled over by a pen or marker, or otherwise marked.
7 Damages and unjustified complaints
  1. The Customer has the obligation to familiarise themselves with the manufacturer’s specific warranty terms, or with the instruction manual, and to do it upon the receipt of goods at the latest. The Supplier will bear no responsibility for the occurrence of any defect if the Customer fails to fulfil their obligation to familiarise themselves with the manufacturer’s warranty terms, or with the instruction manual, resulting in a partial or complete damage of the goods or their complete destruction, primarily if a defect is caused by an improper handling or use and would not have occurred if the goods were used in a regular and proper fashion. This does not affect the Supplier’s right for damages.
  2. If it is shown that a defect that is subject to a complaint was caused by an action on the part of the Customer – a damage sustained due to an improper use or handling (leaks) – and that the Customer lodged a complaint about the defect although they were aware or could have been aware of this fact, the Supplier may request damage.
  3. If a complaint is deemed to be unjustified, the Customer must settle a handling fee of 6.64 EUR + VAT for each unrecognised complaint.
  4. If there is a hidden defect which cannot be detected upon the complaint’s receipt – for instance water in the keyboard, a burnt VGA card under the cooler, or by overlocking –, and the complaint is not recognised by the manufacturer as justified, the Supplier reserves the right to demand damages from the Customer.
  5. In the event that the Supplier exercises due expert diligence, yet is unable to sufficiently identify the returned goods (so-called alternative toners) due to a missing serial number, and if the Supplier properly handles the complaint despite this fact, the Customer bears responsibility for any damage they caused by this action, if the Supplier’s distributor deems such a complaint to be unjustified. In that case, the Customer must settle all sufficiently documented expenses incurred by the Supplier to process such a complaint.
8 Consumer materials

This category includes lightbulbs, discharge tubes, charges (toners, cartridges), and tapes. The warranty period lasts 6 months.

If the goods consist of software, the warranty applies exclusively to the physical unreadability of the data media. Once the means of protection are removed (adjustment wrap, seals, etc.), the Customer becomes an authorised licensed user of the purchased goods which become goods that can no longer be returned to the Supplier.

9 Final provisions
  1. The Supplier’s Return Policy is an integral part of the Contract and GTC.
  2. The provisions of the Return Policy come into force and effect on the day of the Contract’s signing. If the Customer does not conclude a Contract with the Supplier, and the business relationship is established by the Supplier’s confirmation of an order, then this confirmation will be interpreted to mean that the Customer agreed to the Supplier’s warranty terms.
  3. If the Supplier learns that the manufacturer of the returned goods or the distributor from whom the Supplier purchased the goods is not able to process the complaint within the meaning of the agreed terms of business due to insolvency (they declared bankruptcy, or the company was dissolved with no legal successor), the Supplier will bear no responsibility for any damage incurred by the Customer. In that case, the Supplier reserves the right to send the returned goods back to the Customer without handling the complaint.
  4. This Return Policy comes into effect on the 1st of September 2018.

 

 
 
 
 
 
 
 
 
 
 
 
 
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