Complaints Procedure

1. General provisions
The Complaints Procedure describes the normal business cooperation between the Buyer and the Seller. This Complaints Procedure has been drawn up in accordance with the laws – General Provisions and Act No. 634/1992 Coll., on Consumer Protection, as amended, and applies to consumer goods purchased from the online shop at https://laceto.eu. The Buyer is obliged to get acquainted with the Complaints Procedure and General Terms and Conditions before ordering the goods. By concluding the purchase contract and accepting the goods from the Seller, the Buyer agrees to this Complaints Procedure
2. Acceptance of goods
By accepting the goods from the Seller, the Buyer agrees to the Complaints Procedure below. In the event that the goods are not collected in person, the moment of handing over the goods to the carrier shall be understood as the moment of taking over the goods. As a proof of warranty (warranty card), the Seller issues a purchase document (invoice or sales slip – hereinafter referred to as warranty card) for each purchased goods with all the necessary data for the application of the warranty (name of the goods, price, quantity, etc.). The buyer is obliged to check and inspect the goods properly upon receipt. In the event that he finds defects in the goods, he is obliged to notify the Seller without undue delay. In case of mechanical damage to the packaging of the goods upon receipt from the carrier, the Buyer is obliged to check the condition of the goods. If obvious damage to the goods is found during the inspection, the Buyer is obliged to make a record of this in the presence of the carrier (postal carrier) and refuse to accept the goods. In the event of rejection of the goods due to damage in transit, a new product will be sent to the buyer free of charge. By signing the delivery note, the Buyer agrees to accept and confirms that the goods delivered are undamaged. Later claims caused during transport will not be taken into account. An exception is mechanical damage to the goods that was not apparent upon receipt of the shipment even upon proper inspection. In this case, the Buyer is obliged to apply within 3 days of receipt of the goods.
3. Warranty period
The warranty period starts from the receipt of the goods by the Buyer, i.e. the date stated on the warranty certificate or tax document (invoice). The legal warranty period is generally 24 months. Exceptions may be goods sold at a discount (damaged, used, incomplete, etc.). The seller may extend this statutory period. The warranty period is extended by the time the product has been under warranty repair. The above warranty periods are for end customers.
4. Warranty conditions
Before using the goods for the first time, the Buyer is obliged to properly read the warranty conditions including the relevant user manual (instruction manual). In the event of use of the product in contradiction with the user manual (instruction manual), the Buyer shall bear all consequences arising from this alone and any subsequent claim shall be deemed unjustified. The warranty does not cover defects arising in the following cases: – normal wear and tear caused by normal use – unprofessional or unauthorised interference with the goods – intentional or negligent mechanical damage to the goods – neglect of care of goods, ingress of foreign substances (dust, water, etc.) – use, maintenance or installation that is contrary to the user manual – using the goods in unsuitable conditions or in an unsuitable manner – connection of inappropriate current or voltage – damage to goods caused by force majeure (natural or other factors) – Damage to the goods by the use of unsuitable accessories for the goods
5. Complaint handling
The Seller is the place for the claim, but if the warranty card indicates another businessman designated for repair, which is in a place closer to the Buyer, the Buyer shall exercise the right to repair at the businessman designated for warranty repair. The buyer can make a claim in person or by sending the goods to be claimed by a transport service (forwarding company, post, etc.) at his own expense, while the claimed goods should be thoroughly secured. In the case of sending goods for complaint in this form, the Buyer is obliged to enclose a complaint form. In the event of an unjustified claim, the Buyer will be charged a handling fee according to the current price list and the goods will be sent at the Buyer’s expense and risk to the Buyer’s address, unless otherwise agreed. Complaints, including the removal of defects, must be settled without undue delay, no later than 30 days from the date of the complaint, unless the Seller and the Buyer agree on a longer period. After the expiry of this period, the Buyer shall be granted the same rights as if the defect were irremovable. The seller, after examining the documents submitted and a cursory inspection of the goods claimed: – accept the complaint as legitimate and settle it on the spot; if it is not possible to settle a legitimate complaint immediately, accept the complained goods into the complaint procedure and make a written record of this – reject the claim as unjustified and return the claimed goods to the Buyer – accept the claimed goods for a professional assessment, based on the result of which the claim will be recognized as justified and properly handled, or it will be rejected and the goods will be returned to the Buyer The Seller shall issue a written confirmation to the Buyer about the date when the right of liability for defects was exercised, as well as about the repair and the duration of the repair, or about the manner of handling the claim. If it is a defect that can be removed, the Buyer has the right to have it removed free of charge, in a timely and proper manner, the Seller is obliged to remove the defect without undue delay. If this is not disproportionate due to the nature of the goods, the Buyer may request replacement of the goods or, if the defect concerns only a part of the goods, replacement of the part. If such a procedure is not possible, the Buyer may request a reasonable discount on the price of the item or withdraw from the contract. If there is a defect which cannot be removed and which prevents the item from being properly used as a defect-free item, the Buyer has the right to exchange the item or has the right to withdraw from the contract. The same rights belong to the Buyer if the defects are removable, but if the Buyer cannot use the item properly due to the recurrence of the defect after repair or due to a greater number of defects.
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