Complaints and returns

I. GENERAL CONDITIONS

COMPLAINTS AND RETURNS

The buyer, who is not a consumer, is obliged in his own interest to inspect the goods immediately after delivery and inform the seller of any defects found without undue delay. A buyer who is a consumer should, in his own interest, take similar steps on receipt of the goods as a buyer who is not a consumer. This will prevent any inconvenience in the event of a claim due to damage to the goods during transport. A legitimate claim may be made:

a) by e-mail or registered letter

b) by delivery to the address of the business premises

Obligation of the buyer

The buyer is obliged to hand over the claimed goods to the seller complete, if this is important for the assessment of the defect. The Seller is entitled to reject the claim on the grounds of hygienic contamination.

The Buyer is responsible for the delivery of the claimed goods to the Seller, unless otherwise agreed with the Seller. In the event that the Seller rejects the claim as unjustified, the Buyer, or both parties in agreement with the Seller, may contact a forensic expert in the field and request an independent professional assessment of the defect. If no agreement is reached between the buyer and the seller, the buyer may turn to existing out-of-court consumer dispute resolution systems or to the competent court. In the case of unjustified claims, the Buyer shall reimburse the Seller for the costs associated with the journey to the expert assessment of the subject of the claim to the lowest extent necessary according to the current price list of services.

The buyer shall fill in the complaint form, which can be downloaded HERE, and describe the defects and their manifestations as concisely as possible.

Obligation of the Seller

The seller or an authorized representative, depending on the nature of the claimed defect, shall decide on the complaint immediately, or within 3 working days in complex cases. This period does not include the reasonable time required for expert assessment of the defect (depending on the nature of the defect and the goods). The seller is obliged to issue a written confirmation to the buyer, stating the date and place of the complaint, the nature of the defect, the way the complaint is to be handled as requested by the buyer, and the method by which the buyer will be informed about the resolution. The complaint will be handled by the seller's authorized person (usually the manufacturer) on behalf of the seller and at their responsibility, depending on the nature of the defect.

The buyer has no rights from defective performance in the following cases:

a) for goods sold at a lower price due to a defect for which the lower price was agreed,

b) for wear and tear of the goods caused by normal use,

c) for used goods, to a defect corresponding to the degree of use or wear the goods had when received by the buyer,

d) if it follows from the nature of the goods. This includes cases of normal wear and tear, improper treatment, weather conditions, improper handling, mechanical damage, incorrect use or maintenance, unauthorized intervention, or failure to follow the usage instructions.

The deadline for resolving the complaint starts from the delivery or handing over of the goods to the seller. Complaints, including defect removal, must be resolved no later than 30 days from the start of the complaint procedure. With the explicit consent of the buyer, a longer resolution period can be agreed for products with significantly longer delivery times than 30 days, but no longer than 3 months. After the complaint resolution period has expired, the buyer is entitled to withdraw from the purchase agreement and receive a refund for the purchased goods. The complaint resolution period is suspended if the buyer does not cooperate, for the period during which the buyer prevents the seller from handling the defective goods to eliminate the defect.

When handling complaints under a contractual extended warranty, which applies to selected goods, the procedure will follow the specific contractual terms of the extended warranty.

II. NON-CONFORMITY WITH THE PURCHASE CONTRACT

If the goods are not in conformity with the purchase contract at the time of receipt (“non-conformity”), the buyer has the right to have the seller remedy this free of charge without undue delay, either by replacement or repair. If this is not possible, the buyer may request a reasonable discount or withdraw from the contract.

This does not apply if the buyer knew about the defect or caused it. A defect appearing within 12 months is presumed to have existed at the time of delivery unless proven otherwise.

III. WARRANTY TERMS

CLAIMS WITHIN WARRANTY PERIOD

These terms apply to goods claimed within the warranty period. Each product includes an invoice serving as a warranty certificate. If goods are delivered by carrier, receipt occurs at the moment of delivery.

A non-consumer buyer must report discrepancies (e.g., type or quantity) or missing documentation within 3 days. Otherwise, later complaints may not be considered. A consumer should take similar steps, although failure to do so does not limit their rights.

Warranty conditions

The warranty period is 24 months unless stated otherwise and begins upon receipt. It is extended by the duration of repairs. If replaced, the warranty restarts.
The customer delivers the goods to the seller or may arrange collection. If the complaint is justified, transport costs are covered by the seller.
After resolution, the seller invites the customer to collect the goods or arranges delivery. The customer may check complaint status by phone or email.
Warranty cannot be claimed in cases of:

improper installation, handling, or use
damage caused by natural elements
excessive load or misuse
transport damage

The seller may replace defective goods with equivalent goods upon agreement.

Warranty rights

The consumer has the right to:

repair, replacement, discount, or withdrawal (for removable defects)
replacement or withdrawal (for non-removable defects preventing use)
replacement or withdrawal (for repeated defects)
discount or withdrawal (for other non-removable defects)

IV. WITHDRAWAL FROM THE PURCHASE CONTRACT (RETURN OF GOODS)

Consumer’s right to withdraw

Under Section 1829(1) of the Civil Code, the consumer may withdraw from a distance contract within 14 days without giving a reason.

If delivery is split, the period starts upon receipt of the last delivery.

Exercising the right

Withdrawal must be sent in writing:

By post:
P2J Technology, s.r.o.
Dolní Roveň 153
53371 Dolní Roveň

Or by email: objednavky@p2jtechnology.cz

A template withdrawal form is available for download or upon request.

Return period

Goods must be returned within 14 days of withdrawal. They must be complete, undamaged, and preferably in original packaging. Return shipping is paid by the consumer.

Refund

The seller refunds all payments including delivery costs (except extra costs for non-standard delivery) within 14 days. Refunds are made using the original payment method unless agreed otherwise. The seller may withhold payment until goods are returned or shipment is proven.

Cases where withdrawal is not possible

The consumer cannot withdraw from contracts:

for customized goods
for goods irreversibly mixed with others
for perishable goods
for digital content if performance has begun with prior consent and acknowledgment of loss of withdrawal rights