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Complaints
Important documents to download:
Consumer withdrawal from the purchase contract (download here)
The invoice serves as a delivery and warranty certificate !!!
The invoice serves as a delivery and warranty certificate !!!
The warranty is effective from the moment of acceptance of the defective goods for service.
How to proceed in the event of a complaint?
To make a claim within the warranty period, please contact an authorised service centre or our nearest branch - we will deal with your claim as quickly as possible. We will also provide you with expert information on the fault as soon as possible. A list of our locations can be found in the contact details or in the warranty card, if issued with the goods.
Contact us, if you wish to claim the goods.
ADVERTISING REGULATIONS
1. Introductory provisions
1.1. This Complaints Procedure has been prepared in accordance with the provisions of Act No. 89/2012 Coll., the Civil Code and Act No. 634/1992 Coll., the Consumer Protection Act, as amended (hereinafter referred to as "the Act") and applies to consumer Goods (hereinafter referred to as "Goods") for which the Buyer's rights under liability for defects (hereinafter referred to as "Complaints") are exercised during the warranty period.
1.2 A consumer is any person who, outside the scope of his business activity or outside the scope of the independent exercise of his profession, enters into a contract with a business or otherwise deals with a business.
1.3 The Seller is Scorpion Elektro s.r.o., with registered office at Kamhajek 23 - Křečhoř, 280 02 Kolín, ID No.: 66763134 , C 152954, registered at the Municipal Court in Prague. Scorpion Elektro s.r.o. is a company that acts within the scope of its trade or other business activities when concluding and performing a contract. It is a company that directly or through other entrepreneurs supplies the Buyer with products or services.
1.4 The customer of our online shop is either a consumer Buyer or a Buyer who is acting in the course of his trade or other business in concluding and performing the contract.
2. Defects in goods
2.1 The Seller shall be liable to the Consumer that the item is free from defects upon receipt. In particular, the seller is liable to the consumer that at the time the consumer took delivery of the item:
2.1.1. the goods have the characteristics agreed between the parties and, in the absence of an agreement, such characteristics as the seller or manufacturer described or the buyer expected in view of the nature of the goods and on the basis of the advertising carried out by them
2.1.2. the item is fit for the purpose stated by the seller for its use or for which an item of that kind is usually used
2.1.3. the item corresponds in quality or workmanship to the agreed sample or specimen, if the quality or workmanship was determined according to the agreed sample or specimen
2.1.4. is a thing in the appropriate quantity, measure or weight
2.1.5. the matter complies with the requirements of the legislation.
3. Rights from defective goods
3.1 If the item does not have the above-mentioned characteristics, the consumer may also demand the delivery of a new item without defects, unless this is unreasonable due to the nature of the defect, but if the defect concerns only a part of the item, the consumer may only demand the replacement of the part; if this is not possible, he may withdraw from the contract.
3.2 If, however, this is disproportionate in view of the nature of the defect, in particular if the defect can be remedied without undue delay, the consumer is entitled to have the defect remedied free of charge.
3.3 The consumer is also entitled to the delivery of a new item or the replacement of a part in the event of a removable defect if he cannot use the item properly due to the recurrence of the defect after repair or due to a greater number of defects. In this case, the consumer also has the right to withdraw from the contract.
3.4 If the consumer does not withdraw from the contract or does not exercise the right to the delivery of a new item without defects, to the replacement of a component part or to the repair of the item, he may demand a reasonable discount. The consumer is also entitled to a reasonable discount if the seller is unable to supply a new item without defects, replace a part of the item or repair the item, as well as if the seller fails to remedy the defect within a reasonable time or if it would cause the consumer considerable difficulty to remedy the defect.
3.5 The buyer is not entitled to the right of defective performance if the buyer knew before taking over the item that the item was defective or if the buyer caused the defect.
4. Deadlines
4.1 The consumer is entitled to exercise the right to claim for defects that occur in consumer goods within twenty-four months of receipt. If the defect manifests itself within six months of receipt, the goods shall be deemed to have been defective upon receipt.
4.2 The warranty period begins upon receipt of the Goods by the Customer. The warranty period is 24 months. The warranty period shall be extended by the period during which the Goods have been under warranty repair. In case of replacement of the Goods, a new warranty period starts.
5. Other
5.1.The seller's liability for defects does not apply to wear and tear caused by normal use of the item, in the case of an item sold for a lower price to the defect for which the lower price was agreed, in the case of a used item to the defect corresponding to the degree of use or wear and tear that the item had when taken over by the buyer, or if it results from the nature of the item.
5.2 At the request of the consumer, the Seller is obliged to provide the consumer with written confirmation of the obligations arising from the defective performance to the extent provided by law (warranty certificate). If the nature of the item allows it, it is sufficient to issue the Buyer with a proof of purchase (invoice) instead of the warranty certificate, which must contain the same information as the warranty certificate. The warranty certificate must contain the name and surname, the name or business name of the Seller, the registration number, the registered office if it is a legal person or the place of residence if it is a natural person. If a warranty longer than the statutory warranty is provided, the Seller shall specify the terms and extent of the extension of the warranty in the warranty certificate.
5.3 The Consumer is entitled to withdraw from the Contract in all cases provided for by the Law. Withdrawal is effective against the Seller from the moment when the Buyer's statement of withdrawal is delivered to the Seller, provided that all necessary legal conditions are met. In the event of withdrawal from the contract, the contract shall be cancelled from the outset and the parties shall be obliged to reimburse each other for everything they have provided to each other on the basis of the contract. In the event of cancellation of the contract due to the exercise of rights arising from liability for defects, the Buyer shall return the performance provided by the Seller only to the extent that this is objectively possible in the given situation.
6. Complaint handling
6.1 In the event that the Buyer exercises its right to require the rectification of defects in the Goods by repair and in the Warranty Certificate, a business other than the Seller, whose registered office or place of business is in the same place as the Seller or in the place of
closer to the Buyer, the Buyer shall exercise the right to warranty repair with the entrepreneur specified in the warranty certificate. This information can be found, where applicable, in the document replacing the warranty certificate.
6.2 The Buyer may, at his discretion, contact the nearest authorised service centre or our own in the event of a warranty repair. In any case, we shall only be materially liable for the service and timeliness of our service centre and not for other third parties. It is at the customer's discretion where to apply for service.
6.3 Complaints, including the rectification of defects, must be settled without undue delay, at the latest within 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 entitled to the same rights as if it were a material breach of contract.
6.4 The Customer shall be entitled to reimbursement of the costs associated with sending the goods for claim. In the event that the claim is accepted, the amount of the economic/basic shipping costs shall be reimbursed to the account provided by the Customer without cash.
6.5 The time limit for the settlement of claims is suspended if the Seller has not received all documents necessary for the settlement of the claim (parts of the goods, other documents, etc.). The Seller is obliged to request supplementary documents from the Buyer as soon as possible. The time limit is suspended from this date until the Buyer delivers the requested documents.
6.6 In the event that the Goods need to be sent to the Seller or a service centre, the Buyer shall, in its own interest, ensure that the Goods are packed in suitable and sufficiently protective packaging material meeting the requirements for the transport of fragile Goods, including all accessories, and shall mark the shipment with the appropriate symbols.
6.7 The Service Centre shall, after the Claim has been properly dealt with, invite the Buyer to take delivery of the repaired Goods.
6.8 The right to claim the warranty shall be extinguished in the event of unprofessional assembly or unprofessional commissioning of the Goods, as well as in the event of unprofessional handling of the Goods, i.e. in particular in the event of using the Goods in conditions that do not correspond to the parameters specified in the documentation for the Goods.
6.9 In case of any visit of a service technician to the Buyer, it is necessary to draw up a report on the defects found and the form of their elimination. Without such a report, the visit of the service technician shall not be taken into account.
6.10. In the event of withdrawal from the Purchase Contract or the granting of a discount on the Purchase Price, the relevant payment shall be refunded to the Buyer by transfer to a bank account or handed over in cash at one of the premises.
6.11. If the Customer does not collect the settled claim within 30 days of receiving notification of the completion of the repair, the Customer may be charged a storage fee of CZK 30 for each day commenced from the completion of the claim after its acceptance by the Customer. The customer will always be informed of the completion of the repair by notification sent by any means of communication. If the customer does not collect the goods by the time the amount of the storage fee exceeds the price of the goods claimed, the goods will be used to pay the storage fee.
7. Statement of the authorized service about the unrepairability of the product
7.1 In such a case, we will need the following to resolve the claim:Repair (assembly) certificate, warranty (invoice), claim form, the product itself, which will be complete including accessories and cleaned.
7.2 The customer is obliged to deliver the goods to our address: Královská cesta 987, 280 02 Kolín 2 together with the documents.
7.3 We reserve the right to test the product and, in the event of its functionality or repair, to consider it repaired, i.e. functional, and to return it to the customer as part of the warranty claim procedure, the warranty period will be extended by the time the product is/was under warranty.
7.4 If the product is deemed to be beyond repair, the customer will be refunded the full purchase price together with the cost of shipping to the premises at the rate of economic postage or offered an exchange for the same or another available product from our range.
In Cologne, 11 May 2019