Complaints policy

This complaints policy has been drawn up in accordance with Czech Act No. 89/2012 Coll., the Civil Code, as amended (hereinafter the “Act”), and Act No. 634/1992 Coll., on Consumer Protection, as amended. It applies to consumer goods and services (repairs) for which the buyer's or client's rights arising from liability for defects are exercised during the warranty period (hereinafter a “Complaint”).

The service is operated by Bc. Alexandr Husák, Company ID (IČO): 67402992, with registered office at Rumunská 14/27, 120 00 Prague 2-Vinohrady (hereinafter the “Contractor”).

If a defect appears in a repair carried out or in a spare part supplied, the customer has the right to make a complaint about it. The Contractor is liable for defects that the repair has when the customer takes it over and for defects that appear after takeover within the warranty period.

The warranty period for work carried out is 6 months. The warranty period for spare parts supplied is 24 months (unless the manufacturer sets a shorter period for specific parts, e.g. batteries, usually 6 months on capacity). The warranty period begins on the day the customer takes over the repaired device.

• The customer must make a complaint without undue delay after discovering the defect.
• A complaint can be made in person at the Contractor's shop or by sending the device to the shop's address.
• When making a complaint, the customer must prove that the repair was carried out by the Contractor (e.g. by presenting the repair or payment receipt).
• The customer must describe precisely what they consider to be the defect in the repair.

The Contractor will give the customer a written confirmation stating when the complaint was made, what it concerns and how the customer wants it to be resolved.

The complaint, including the removal of the defect, must be dealt with without undue delay and no later than 30 days from the day it was made, unless the Contractor and the customer agree on a longer period.

If the complaint is justified, the customer has the right to have the defect removed free of charge. If the defect cannot be removed, the customer has the right to a reasonable discount on the repair price or to withdraw from the repair contract.

The warranty does not cover defects caused by:

• Mechanical damage to the device by the customer.
• Improper handling, operation or neglect of the device.
• Using the device in conditions that do not correspond to the parameters stated in its documentation.
• Damage by natural disasters or force majeure.
• Interference with the device by an unauthorised person.

The warranty also does not cover defects for which a lower repair price was agreed, or wear of the device caused by its normal use.

This complaints policy takes effect on 1 January 2026. The Contractor reserves the right to change this complaints policy.