Průmyslová 981/1, 664 48 Moravany, Company ID: 01692771, VAT ID: CZ01692771
Registered at the Regional Court in Brno, file number C 79090
1. General Provisions and Definitions
a. This Complaints Procedure has been prepared in accordance with the Civil Code as amended (hereinafter the “Act”) and applies to consumer goods (hereinafter the “Goods”) for which the Buyer’s rights arising from liability for defects (hereinafter the “Complaint”) are exercised during the warranty period.
b. “Seller” means the company UMAKOV CZ s.r.o., with its registered office at Průmyslová 981/1, 664 48 Moravany, Company ID 01692771, entered in the Commercial Register kept by the Regional Court in Brno, file number C 79090.
c. “Buyer” means the entity that concluded a contract for the purchase of the Goods from the Seller via an electronic order.
2. Warranty Conditions
a. If the Goods exhibit obvious defects—particularly if they are delivered damaged—the Buyer is entitled to refuse acceptance. In such case, the Buyer retains the right either to proper performance by the Seller or to a refund of the purchase price, at the Buyer’s choice.
When the Buyer discovers defects upon receipt, they must report them and record them in a protocol with the carrier. The defect report must be made in writing and sent without undue delay to the party delivering the Goods, either electronically or on paper.
The warranty does not cover mechanical damage caused by the Buyer, use under inappropriate conditions, improper handling, neglect of care, unprofessional assembly, incorrect manipulation or use, improper maintenance, or unprofessional installation. The right to free warranty repair also lapses in the event of unprofessional assembly, commissioning, handling, or any non-professional intervention by anyone other than an authorized person during the warranty period. The Seller reserves the right neither to refund such Goods nor to exchange them for other Goods. All warranty repairs, provided the right has not lapsed as above, are free of charge.
c. The length of the warranty period is governed by the Act and is 24 months, subject to statutory exceptions.
d. The Buyer may withdraw from the contract in all cases provided by the Act. Withdrawal becomes effective upon delivery of the Buyer’s written declaration to the Seller.
In case of withdrawal, the contract is rescinded ab initio and both parties must return what they have provided under it.
3. Handling of Complaints
a. Complaints may be filed at the Seller’s outlets (see www.umakov.cz).
b. If the Buyer opts for repair under warranty and the warranty certificate designates a party other than the Seller—whose place of business is at the same location or closer to the Buyer—the Buyer shall submit the Goods for repair to that designated party.
c. If no other party can perform the warranty repair, the Seller will do so. On the day of receipt of the Complaint, the Seller will issue a document to the Buyer confirming receipt and specifying the defects in accordance with Section 18(5) of the Consumer Protection Act. After resolution, the Seller will inform the Buyer by e-mail and deliver a written complaint report (Complaints Protocol) by e-mail or registered mail no later than 30 days from the Complaint’s submission.
d. The Buyer may also request warranty repair at authorized service centers listed in the Goods’ documentation or communicated by the Seller on request via e-mail or phone.
e. The Seller will decide on the Complaint immediately or, in complex cases, within 3 working days; in justified cases requiring thorough technical assessment, within 30 days of submission. After this period, the consumer may withdraw or request a replacement product.
The Seller must conclude the procedure in one of the following ways:
a) by providing the repaired Goods,
b) by exchanging the Goods,
c) by refunding the purchase price,
d) by granting an appropriate discount,
e) by duly rejecting the Complaint.
f. If shipment to the Seller or a service center is required, the Buyer must package the Goods in suitable protective packaging and mark the parcel with the appropriate symbols.
The Buyer is entitled to reimbursement of necessary expenses (especially postage via Czech Post or the most economical shipping method) actually and appropriately incurred in exercising defect rights. Returned Goods will be sent back by the contracted carrier.
Unjustified complaints oblige the customer to cover all related costs.
Breaking protective seals, informational labels or serial numbers may lead to rejection of the Complaint unless damage occurred during normal use. Seals and serial numbers are integral to the product and do not limit the customer’s right to full use and handling.
The warranty also does not cover damage caused by activities that are not normal use and are not prohibited in the user manual.
g. If Goods are delivered to the Company’s premises by post or courier, the responsible person will receive and inspect the shipment and documentation (invoice, receipt, packaging); the date of acceptance from the courier is decisive for the Complaint period. We recommend insuring the shipment. COD shipments are not accepted.
h. The responsible person is fully accountable for monitoring the Complaint period under Act No. 250/2007 Coll. on Consumer Protection and the Civil Code, and for promptly contacting the customer about the resolution via e-mail, SMS, or registered letter.
i. After proper resolution, the service center will invite the Buyer to collect the repaired Goods and the Complaints Protocol by phone, e-mail, or other agreed method, or arrange delivery by registered mail.
j. Any on-site visit by a service technician requires a protocol documenting identified faults and their remediation; without it, the visit is not considered valid.
k. The right to warranty expires in case of unprofessional assembly, commissioning, or handling.
4. Final Provisions
a. For any Complaint, the Buyer shall contact the Seller to agree on the best complaint procedure.
b. This Complaints Procedure takes effect on 11 January 2016. Changes reserved.
If you wish to file a Complaint, please contact us.
Warranty
The warranty period for Goods is 24 months from the contract date, unless a different period is specified, and runs from the date of Goods receipt and confirmation of necessary documents by an authorized person. The 24-month period applies to consumer sales [§ 620(1) of the Civil Code]. If the Buyer is an entrepreneur purchasing for business use, the warranty follows the manufacturer’s conditions under § 429(2) of the Commercial Code.
The Seller guarantees the quality and completeness of delivery.
The surface-finish warranty does not apply to Goods treated only with a base coat or un-finished surfaces.
For deliveries including glass parts, uniform color is guaranteed only for a single delivery. In multi-stage deliveries or replacements, color variations may occur, which the Buyer accepts. Warranty does not cover glass integrity if damaged by mechanical impact, building settlement, neglect of maintenance instructions, or failure to implement preventive recommendations.
The warranty may be reduced or voided if the Buyer or user fails to maintain the Goods per the Seller’s instructions, disregards correct information (e.g. substrate stability), fails to meet agreed conditions (dimensions, approved modifications), or changes the intended use.
The warranty also does not cover damage caused by:
mechanical damage;
electrical surges (visibly burnt components or tracks), except normal deviations;
- use under unsuitable temperature, dust, humidity, chemical or mechanical influences not intended by the Seller or manufacturer;
- improper installation, handling, operation, or neglect;
- overloading or misuse contrary to documentation or general principles;
- unqualified interventions or parameter changes;
- customer alterations (painting, bending) causing defects;
- natural forces or higher power.
The warranty period is extended by the time during which the Buyer could not use the Goods due to warranty repair.
Upon replacement with new Goods, the Buyer receives a document indicating the replaced items. Further complaints refer to the original delivery note and this complaint document. The warranty on the new Goods starts from their receipt.
All rightful warranty repairs are free of charge.