Complaints procedure

1. Scope

This complaints procedure governs how rights arising from defective performance are raised and settled for goods supplied by Solidus Tech s.r.o., Company ID 29450837, and forms an integral part of the terms and conditions. It is governed by the Czech Civil Code (Act No. 89/2012 Coll.).

2. Quality on delivery

We warrant that on delivery the goods are free from defects — in particular that they correspond to the agreed technical parameters, are supplied in the agreed quantity and are fit for the purpose for which goods of that kind are normally used.

Wear and tear resulting from ordinary use is not a defect, nor is a defect of which the buyer was aware when concluding the contract or which the buyer caused.

3. Warranty period and time limits

• Entrepreneurs: defects must be notified without undue delay after the buyer could have discovered them through timely inspection and sufficient care. Latent defects no later than 24 months from delivery. Where the technical documentation or the confirmed quotation states a longer manufacturer’s warranty, that longer period applies.
• Consumers: rights arising from defective performance may be exercised within 24 months of taking delivery.

Raising a claim suspends the running of the warranty period until the claim is settled.

4. How to raise a claim

Submit your claim by e-mail to info@solidustech.cz or in writing to our registered office. Please do not send the goods before we agree on the procedure — for part of the range the defect can be resolved remotely or directly with the manufacturer.

To allow us to settle the claim quickly, please state:

• the invoice or inquiry number and identification of the goods (type, serial number),
• a description of the defect and when it appeared,
• how the defect manifests itself in operation, with photographs or a recording if possible,
• the remedy you are seeking.

Once agreed, send the goods complete, clean and in packaging that protects them in transit. The buyer bears the cost of carriage to us; where the claim proves justified, we will reimburse that cost to the extent necessarily incurred.

5. Available remedies

Where the defect is remediable, the buyer is entitled to free removal of the defect by repair or to delivery of a new item, unless that is disproportionate given the nature of the defect. Where the defect cannot be removed, or where the goods cannot be properly used because the defect recurs after repair or because of a larger number of defects, the buyer is entitled to a reasonable discount or to withdraw from the contract.

Please state your choice of remedy when raising the claim; without agreement it cannot be changed later.

6. Settlement of the claim

We will confirm receipt of the claim and state the date it was raised and the expected procedure.

• For consumers we will settle the claim, including removal of the defect, no later than 30 days from the date it was raised, unless we agree a longer period in writing. If that period expires without settlement, the consumer is entitled to withdraw from the contract or to claim a reasonable discount.
• For entrepreneurs we will settle the claim without undue delay, normally within 30 days; where assessment by the manufacturer is required, the period is extended by the duration of that assessment and we will inform you how long it will take.

We will notify you of the outcome by e-mail, stating how the claim was assessed.

7. Unjustified claims

Where a claim is rejected as unjustified, we will state the reason in writing. In that case the buyer bears the cost of assessment and carriage; any repair will be carried out only on the basis of a separate order and after the price has been agreed.

8. Out-of-court dispute resolution

Where the buyer is a consumer and the dispute cannot be resolved by agreement, the competent body for out-of-court resolution is the Czech Trade Inspection Authority, Štěpánská 44, 110 00 Prague 1, www.coi.cz.

9. Effective date

This complaints procedure is effective from the date shown in the header of this page. The version decisive for a claim is the one in force when the purchase contract was concluded.

This is a translation provided for information purposes. In case of any discrepancy, the Czech version of this document prevails.