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Warranty Conditions and Complaints Procedure

Warranty & Service

The warranty period starts from the day of handing over the goods to the buyer or end user at the time of sale. The Seller shall provide a guarantee for the quality and completeness of the delivery. The goods are delivered with a guarantee of at least 24 months, for spare parts with a warranty of 6 months.The goods in the sale section have a warranty, unless otherwise stated 12 months. If the Buyer discovers defects upon receipt of the goods, he must always communicate these facts by telephone or in writing, but no later than within 24 hours of receipt of the goods.

Complaints Procedure

This Complaints Procedure applies to purchases in online stores operated by T.V.P.Servis Ltd. since 1.1. 2014 .


The seller is T.V.P.Servis s.r.o., with its registered office at Olomoucká 132, Dvorce, 79368. The seller is a person who, during the conclusion and performance of the contract, acts in the course of his business or other business activities. It is an entrepreneur who, directly or through other entrepreneurs, delivers products to the buyer.

The customer of our online store is the buyer. Due to the legislation in force, a distinction is made between a buyer who is a consumer and a buyer who is not a consumer.

A buying consumer, or just a consumer, is any person who, outside his or her own business or self-employment, concludes a contract with or otherwise treats an entrepreneur.

A non-consumer buyer is an entrepreneur. Any person who concludes contracts relating to his own commercial, production or similar activity or in the course of his or her own occupation or who acts on behalf of or on behalf of the entrepreneur shall also be considered to be an entrepreneur.

Introductory Provisions

The rights and obligations of the contracting parties in respect of rights arising from defective performance shall be governed by the relevant generally binding regulations (in particular the provisions of Sections 1914 to 1925, Sections 2099 to 2117 and Sections 2161 to 2174 of Act No. 89/2012 Coll., Civil Code). / p>

The Buyer's rights from defective performance (hereinafter referred to as “Complaint”) must always be exercised in accordance with these Complaints Procedure. The Seller shall inform the Buyer of these Complaints Procedure in an appropriate manner and at the Buyer's request shall submit it to the Buyer in text form.

The seller is not responsible for defects in the following cases:

  • if there is a defect at the time of takeover and for such a defect a discount on the purchase price is agreed,
  • if the goods are used by the buyer and the defect corresponds to the level of use or wear,
  • the defect is caused by wear and tear caused by normal use, or if it is due to the nature of the item (eg expiration of life),
  • is caused by the buyer and has been caused by misuse, storage, improper maintenance, buyer's intervention, or mechanical damage,
  • the defect was caused by an external event outside the influence of the seller.


The Buyer has the right to file a claim with the Seller at his registered office or place of business. The Seller shall ensure the presence of a worker authorized to receive complaints throughout the business hours. Alternatively, the Buyer may file a complaint in writing at the Seller's registered office.

The buyer is obliged to prove that he has the right to file a claim, in particular to prove the date of purchase by submitting a tax document. The Buyer is not entitled to make a claim for a defect that has been alleged in the past if it has been granted a reasonable discount on the purchase price.

If the claim of defects should cause considerable difficulties for the consumer, especially because the item cannot be delivered to the place of claim in the normal way or if the goods are installed or part of the property, the seller assesses the defect in agreement with the buyer. on the spot or otherwise. In such a case, the Buyer is obliged to provide the Seller with the necessary cooperation.

Time limit for enforcing rights

The buyer-consumer may exercise his rights from defective performance within 6 months from receipt of the goods. After the expiry of the deadline, the seller cannot claim the right from defects

The Buyer shall assert its rights from defective performance without undue delay after it discovers that the goods are defective. The seller is not responsible for increasing the extent of damage if the buyer uses the goods, although he knows about the defect. If the buyer claims the defect rightfully against the seller, the time limit for exercising the rights from defective performance does not run for the period during which the goods are repaired and the buyer cannot use them.

The time limit for the exercise of rights from defects cannot be considered as a determination of the lifetime of the goods, which varies with regard to the characteristics of the product, its maintenance and the correctness and intensity of use.

Complaint handling

The seller is obliged to decide on the complaint within five working days. This period does not include the time required for expert assessment of the defect. The seller is obliged to issue a written confirmation to the buyer in which