1. General provisions
1.1 The business entity that manufactures and supplies products sold on this e-shop, handles orders and any complaints (hereinafter referred to as the “Supplier”):
TOP OFFICE s.r.o.
Hlavná 922, Matúškovo,92501
UID#: 36355160, VAT#: SK2022184967
0918 811 532
Bank Details (EUR): SK72 3100 0000 0042 1022 8108
1.2. The Complaints Procedure is an integral part of the Business Terms and Conditions (OP) for the purchase and sale of goods at www.razitko.cz, which define the terms and conditions of the business relationship established using the website www.razitko.cz.
1.3. The Buyer and the Supplier are obliged to get acquainted with the Complaints Procedure and Business Conditions before the first use of www.razitko.cz. For the first and any further use of www.razitko.cz, the Supplier and the Buyer expressly agree with the OP and these Complaints Rules.
1.4. Definitions of terms possibly contained in these Complaints Rules take precedence over definitions in the OP. If these Complaints Rules do not define the term, it is understood in the meaning in which it is defined in the OP. If it is not defined there either, it is understood in the sense in which it is used by law.
1.5. As proof of warranty (warranty card), the Supplier issues a purchase document (invoice or seller – hereinafter warranty card) for each purchased goods with all the necessary data for the application of warranty (especially the name of the goods, price, quantity, in justified cases serial number, etc.).
1.6. Where necessary with regard to the warranty provided, the Supplier shall explain the content of the warranty provided in a comprehensible manner in the sales documentation, stating its scope, conditions, period of validity and the manner in which claims arising therefrom may be asserted.
1.7. If the Buyer is a Registered Entrepreneur and the purchased goods are intended for resale (with or without modification), then it applies that the goods must be claimed by the final consumer directly from such Registered Entrepreneur, if necessary. He acts towards the final consumer as the Seller, the final consumer is a Consumer in the sense of the OP and the Complaints Procedure. Subsequently, it will file a justified complaint with the Supplier and cooperate with the Supplier, or its suppliers, until the full settlement of such a complaint.
2. Length of warranty
2.1. The warranty period generally begins on the day of receipt of the goods by the Buyer, ie on the day stated on the warranty card.
2.2. When selling consumer goods, the statutory warranty period is 24 months, unless a special legal regulation stipulates a longer period. An exception may be made for goods sold at a discount (goods damaged, used, incomplete, etc. – such a characteristic is always given for the goods – if not, it is considered to be new, undamaged and complete goods). In the case of used items, the Supplier shall not be liable for defects corresponding to the degree of use or wear and tear that the item had when taken over by the Buyer, and the rights from liability for defects of the item shall lapse if it has not been exercised within 12 months from the date of receipt by the Buyer. This period shall be stated by the Supplier in the document on the sale of the item and with sufficient significance also for the offered goods and in the order confirmation. For items sold at a lower price due to a defect or incompleteness, the warranty does not apply to defects for which a lower price has been agreed.
2.3. In addition to the above, the Supplier applies special warranty periods for some products (always valid from the date of sale), described in the following paragraphs:
TRODAT stamps & amp; REINER electronic stamps
2.4. The warranty period for faultless function of Trodat stamps is 3 years, during which the Supplier is ready to:
2.4.1. free to replace all parts of the stamp that show design or material defects or
2.4.2. defective stamp repair or
2.4.3. replace the defective stamp with a suitable new, complete model.
2.5. The warranty does not cover the use of the refill or wear of the stamp pad and defects caused by using the stamp contrary to the customs and purpose for which the stamp was manufactured, especially if damage has occurred in connection with:
2.5.1. adding any color (ink) to the stamp pad
2.5.2. using non-original TRODAT replacement pads
2.5.3. using a stamp as part of another machine
2.5.4. its use for mechanized printing
2.5.5. using disproportionate force
2.5.6. unprofessional interventions in the construction of the stamp
2.5.7. unprofessional change or modification of the stamp
2.5.8. normal wear and tear of the stamp
2.6. The manufacturer provides a warranty for all REINER electronic stamps for a period of 12 months from the date of purchase.
Laser devices and accessories
2.7. The warranty period for faultless operation of SPEEDY “R” laser engraving machines (eg SPEEDY 100 R) is one year,
2.8. For refurbished laser sources, the warranty period is 6 months,
2.9. The optical part of lasers (lenses, mirrors) has a warranty period of 3 months, subject to their mechanical damage.
2.10. There is a warranty period of 1 year for the quality of the delivered elements of Triline orientation systems. However, it does not apply to any change in the shade of the marking surface and its parts caused by external influences.
2.11. If the subject of purchase is consumables (eg printing cartridges, sprays, polymer plates and liquids, batteries, etc.), its normal life is 6 months, unless explicitly stated otherwise, in compliance with the recommended method of storage in accordance with instructions for use.
2.12. The Buyer’s right to claim consumables within the statutory warranty period is not affected. However, the buyer must take the above into account, as the warranty does not cover wear and tear caused by normal use of the item and cannot be confused with the life of the product. The service life of the goods represents the susceptibility to wear caused by normal use. If you use the goods (not own them) for longer than the normal service life, it is probable that the resulting defect is the result of normal wear and tear, but it is not excluded that it is actually a warranty defect. The supplier shall always state in the justification for a possible rejection of the complaint whether it was a defect caused by normal wear and tear.
2.13. The warranty period is further generally extended by the time for which the goods were in the complaint. The rights from the liability for defects of the goods for which the warranty period applies shall expire if it has not been exercised during the warranty period.
3. Warranty conditions
3.1. The buyer is advised to check the condition of the shipment together with the carrier immediately upon delivery (number of packages, integrity of the tape with the company logo, damage to the box) according to the consignment note. The buyer is entitled to refuse to accept a shipment that is not in accordance with the purchase contract, provided that the shipment is, for example, incomplete or damaged. If the buyer receives such a damaged shipment from the carrier, it is necessary to describe the damage in the handover protocol of the carrier.
3.2. Incomplete or damaged shipment must be immediately reported by e-mail to the Supplier’s address (listed at www.razitko.cz), write a damage report with the carrier and send it without undue delay by fax, e-mail or mail to the seller. An additional claim for incompleteness or external damage to the shipment does not deprive the Buyer of the right to complain about the item, but gives the Supplier the opportunity to prove that this is not a breach of the purchase contract.
3.3. The Buyer may complain about the goods in person at the Supplier’s registered office or send by post to the Supplier’s address.
3.4. The claimed goods should be thoroughly secured to prevent damage during transport, the package should be visibly marked “COMPLAINTS” and contain: the claimed goods (including complete accessories), we recommend enclosing a copy of the purchase document, detailed description of the defect and sufficient contact information Buyer (especially return address and phone number).
3.5. The Buyer-Entrepreneur shall prove the validity of the guarantee by submitting a proof of purchase, if the goods have been claimed in the past, he shall also provide proof of the claim. The acquisition document (purchase or Complaint Document) must have the same serial number as on the claimed product (if the product has a serial number). This procedure is also recommended to the Buyer-Consumer, unless he proves and documents the stated facts otherwise.
3.6. Megaflex does not guarantee full compatibility of sold parts with other components not approved by the Supplier’s employees, or with software applications whose functionality was not explicitly requested by the Buyer in a written order, unless such compatibility is usual for similar goods and unless the Supplier expressly states that the goods are given. goods compatible only with the said list or not compatible with the said list.
3.7. The warranty does not cover defects caused by the use of incorrect or defective software, incorrect consumables, or any damage caused as a result, unless such use is normal and was not excluded in the enclosed instructions for use. Furthermore, the warranty does not cover defects caused by improper operation, unprofessional or inappropriate handling, use and installation that are in conflict with the user manual, or damage to the effects of surges in the distribution network (eg lightning), except for normal deviations.
3.8. The Supplier does not guarantee the full functionality of the application software in versions that are not suitable (created) for the operating system used by the Buyer, unless such functionality is common for similar goods and unless the seller has explicitly stated for the goods that the goods are functional only with the list or does not work with the specified list. The Supplier does not assume any responsibility for any problems caused by the limited functionality of applications that do not meet this condition.
3.9. Violation of the protective seal, informative label or serial number exposes the Buyer to the risk of rejecting the complaint, unless the damage occurs during normal use. If seals and serial numbers are an integral part of the product, they do not in any way limit the customer’s right to use and handle the goods to the full extent of what the goods are intended for.
3.10. Furthermore, the warranty does not cover damage caused (if such activity is not a normal activity and is not prohibited in the enclosed instructions for use): 3.10.1. mechanical damage to the goods,
3.10.2. electrical overvoltage (visibly burned components or printed circuit boards),
3.10.3. using the goods in conditions that do not correspond to their temperature, dust, humidity, chemical and mechanical influences of the environment, which is directly determined by the seller or manufacturer,
3.10.4. unprofessional installation, handling, operation or neglect of care of the goods,
3.10.5. if the goods or part of them were damaged by a computer virus,
3.10.6. if the defect manifests itself only in software for which the customer is unable to prove the legal method of acquisition, or the use of unauthorized, inappropriate or inappropriately modified software or consumables,
3.10.7. the goods have been damaged by excessive loading or use in violation of the conditions specified in the documentation or general principles,
3.10.8. performing an unqualified intervention or changing parameters,
3.10.9. goods that have been modified by the customer, if a defect arose as a result of this modification,
3.10.10. when the goods have been damaged by natural elements or force majeure.
3.11. These restrictions do not apply if the properties of the goods, which are in conflict with the above conditions, have been expressly agreed by the buyer and the Supplier, exchanged or declared by the seller, or can be expected due to advertising or usual use of the goods.
3.12. If the goods are software, the warranty applies exclusively to the physical readability of the media (the media must not be scratched, etc.). Upon removal of protective equipment (foil, seal, opening the envelope, etc.), the Buyer becomes an authorized user of the software product and accepts the license agreement of the software manufacturer, for digital content it is the download itself. This does not apply to a conflict with the purchase agreement (see below).
3.13. The goods handed over for complaint will be tested only for the defect specified by the Buyer in the attached sheet with a description of the defect. We recommend a written form to state the defect.
3.14. If the technician finds that the cause of the problems is not the claimed product (eg computer) but incorrect software installation (operating system, antivirus program), if the data was damaged by incorrect behavior of some application (eg games, viruses) not supplied by the seller, or if the data damaged by the buyer or a third party, the claim will be rejected. If the Buyer agrees with the paid repair, it will be charged according to the current valid price list. Before performing a paid repair, the buyer will be informed of the price of the repair, its scope and the time required to perform it. The paid repair can be performed only with the express consent of the Buyer (or on the basis of a concluded service contract) made after informing according to the previous sentence.
3.15. When handing over a computer system or data storage device for repair, we recommend that the Buyer make a suitable backup of the necessary data and prevent their possible misuse or damage. The supplier is not liable for any loss, damage or misuse of data stored on the storage devices in the computer system.
3.16. Data storage devices are devices whose failure rate is an objective phenomenon with a random nature of the occurrence of failures. The supplier hereby warns the buyer of this fact and recommends systematic backup of user data on a suitable device (eg ZIP, CD). However, this warranty is not limited by this notice.
3.17. The Supplier has the right to refuse to accept the goods for a complaint in cases where the claimed goods and / or its components are contaminated or do not meet the basic requirements for hygienically safe handover of goods to the Complaints Procedure, unless the pollution is normal.
3.18. Under no circumstances does the supplier take responsibility for lost profits, business turnover, other company values, expected savings or improvements on the part of the customer in connection with the use of the delivered goods or services. He is also not responsible for any claims of third parties.
4. Complaint handling
4.1. If the Buyer is a consumer, the Supplier shall decide on the complaint immediately, in complex cases within three working days. This period does not include the time appropriate to the type of product or service required for a professional assessment of the defect. The Supplier shall handle the complaint, including the elimination of the defect, without undue delay, no later than within 30 days from the date of the complaint. The period of 30 days can be extended after the complaint has been made in agreement with the consumer – such an extension must not be for an indefinite or unreasonably long period. After this period, the defect is deemed to have actually existed and the consumer has the same rights as if it were a defect which cannot be remedied. This period is not binding on the Buyer-entrepreneur, when a decision on the complaint will be made no later than 40 days from the date of the complaint.
4.2. The Supplier shall issue to the Buyer-Consumer a written confirmation of when the complaint was lodged, what is its content, what method of handling the complaint is required, by email immediately after receipt of the complaint (in case of personal application it is handed over immediately); further confirmation of the date and method of handling the complaint, including confirmation of the repair and duration of the complaint, or justification for rejecting the complaint.
4.3. The buyer is entitled to reimbursement of necessary costs (especially postage, which he paid when sending the claimed goods), which arose in connection with the exercise of legitimate rights from liability for defects (we recommend requesting no later than 30 days after handling the complaint – the legal deadline is not affected) and were spent really and efficiently. In the event of withdrawal from the contract due to a defect, the consumer is also entitled to reimbursement of the costs of such withdrawal.
4.4. After the settlement of a justified complaint, the warranty period is extended by the duration of the complaint. In the event of an unjustified complaint, the warranty period is not extended. If the claim for the goods was settled within the statutory warranty period by exchanging the goods for new ones, the warranty period is extended by the duration of the claim. The duration of the complaint is calculated from the day following the claim until the day the complaint is settled, ie the time when the Buyer was obliged to take over the item. The customer is informed about the settlement by e-mail, which he stated at the time of purchase.
4.5. After the complaint has been settled, the Supplier shall notify the buyer of the termination of the complaint either by telephone, SMS or e-mail. If the goods were sent by a transport service, they will be automatically sent to the Buyer’s address after processing.
4.6. In case of non-collection of the claimed goods within one month from the expiration of the time when the complaint should have been made, and if it was made later, within one month from notification of its execution (ie usually within 60 days from the date of filing the complaint) the Supplier is entitled to charge issuing a claim for storage.
4.7. When issuing goods after the complaint has been settled, the Buyer is obliged to submit a document on the basis of which the item was accepted into the complaint and must prove his identity with the OP or a valid passport.
5. Final provisions
5.1. These Complaints Rules are valid from 1 January 2021 and cancel the validity of all previous Complaints Rules of the Supplier.