This Complaints Procedure is valid as of November 1, 2011. This Complaints Procedure is available at the registered office of the Seller or as a document on www.az-europe.eu
The Complaints Procedure describes common trading cooperation between the Purchaser and the company AZ-europe, a. s., having its registered office: Zámocká 30, Bratislava 811 01, ID number: 46 365 427 (hereinafter referred to as "the Seller"). The Purchaser is obliged to read the Complaints Procedure and General Terms and Conditions prior to ordering goods. Taking the goods from the Seller, the Purchaser agrees with the below mentioned Complaints Procedure. If the goods are not accepted personally, their acceptance shall be understood as the moment of their delivery to the first carrier.
As a certificate of warranty (letter of warranty), the Seller issues for each bought goods a purchasing document (an invoice or a sales document - hereinafter referred to as "the Letter of Warranty") with all specified data needed for warranty claims (name of the goods, warranty duration, price, amount, serial number,...).
The warranty period starts on the date of acceptance of the goods by the Purchaser, i.e. on the date specified in the Letter of Warranty. Statutory warranty period lasts, generally, 24 months * for end user **. The Seller may prolong this statutory period. Duration of the warranty period is always marked in the Letter of Warranty (in the column Warranty).
The warranty period consists of the statutory period (24 months) and of possibly prolonged period. Within the statutory warranty period, the complaints follow the Civil Code No. 40/1964 Zb. Art. 619-627 considering this Complaints Procedure. The complaints follow exclusively this Complaints Procedure during the prolonged period.
* The goods sold at a reduced price (damaged, used, incomplete goods, etc.) may create an exception. If the Purchaser is a consumer and if it concerns the used things, the Seller will not be responsible for defects corresponding to the degree of use or of wear and tear which the goods showed when taking by the Purchaser. The rights from the responsibility for the defects of the goods shall expire, if they are not applied within 24 months as from the date of acceptance of the goods by the Purchaser. The Seller may shorten this period by agreement with the Purchaser, however, not less than 12 months. The Seller shall state this period in the sales document. The warranty shall not be applied on faults of the goods that are sold for lower price due to their defect or their incompleteness for which the lower price was agreed.
** In case of selected products, the warranty is limited by the producer for the Purchasers that are not the consumers. The statutory rights of the end user (consumer) are not affected thereby, the warranty is valid for them according to the law.
I. The Purchaser is obliged to check the state of the delivery (number of packages, integrity of the tape with the company logo, damages of the parcel) together with the carrier immediately after delivery. The Purchaser is entitled to refuse the acceptance of the delivery that is not in accordance with the purchase contract, e. g. due to incompleteness or damages of the delivery. If the Purchaser accepts such damaged delivery from the carrier, it shall be necessary to describe the damage in the delivery record of the carrier.
II. It is necessary to send such incomplete or damaged delivery immediately via e-mail to the address: reklamacie@az-europe.eu, and to write the record of damage with the carrier and to send it without delay via fax, e-mail or by mail to the Seller. Additional complaints for incompleteness or outer damage of the delivery give the Seller the opportunity to prove there is no conflict with the purchase contract.
III. The place for filling complaints in the Slovak Republic is: AZ-europe, a.s., Štúrova 220, 05921 SVIT . It is possible to file complaints also personally at some of our branches. In case of the goods for which an authorized service is provided in the territory of the Slovak Republic, we recommend the Purchaser to file complaints directly in the authorized service centre (see the list of authorized services on www.az-europe.eu) or on site of the Seller for prompter settlement of the complaint.
IV. If the goods are purchased by the consumer with ID number, the Purchaser must file this complaint directly and only at this authorized service. The complaint follows the terms and conditions of the authorized service in this case.
V. The Purchaser may send the damaged goods by a carriage service to the address of the plant. The parcel shall be visibly labelled with "COMPLAINT" and shall contain: the goods under complaint (including complete accessories), we recommend to attach a copy of the purchasing document, a detailed description of the defect and sufficient contact details of the Purchaser (return address, telephone number.). Identification of the origin and the defect of the goods is not possible without above mentioned data.
VI. The Purchaser shall show the validity of the warranty by submitting the purchasing document and the letter of complaint as well, if the goods were under complaint in the past. Delivery note (purchasing document or letter of complaint) shall contain the same serial number like the number on the product under complaint (if available).
VII. The Seller does not guarantee the full compatibility of sold parts with other parts that are not approved by the staff of the Seller, or with software applications of which functionality was not expressly requested by the Purchaser in the written order.
VIII. The warranty does not apply to defects incurred by use of wrong or faulty software, wrong consumable supplies or to possible defects incurred as a result of this. Furthermore, the warranty does not apply to defects incurred by wrong handling, unauthorized or inappropriate handling, use and installation that are contrary to the user manual, or by damage caused by overvoltage in distribution network.
IX. The Seller does not guarantee the full functionality of the application software in versions that are not suitable (they are not designed) for ordered operating system. The Seller is not responsible for possible problems caused by limited functionality of applications that do not meet this condition.
X. The warranty does not apply to the goods with disrupted protection seal, information labels, serial numbers, etc. The seals and serial numbers are the integral part of the product and they do not restrict the right of the consumer to use and handle the goods to the full extent to which the goods are intended.
Furthermore, the warranty does not apply to damages incurred by:
a) mechanical damage of the goods,
b) electric overvoltage (visibly burnt parts or printed connections),
c) use of the goods under conditions that do not correspond with their temperature, dustiness, moisture to chemical and mechanical impacts of environment for which they are intended by the Seller of the producer.
d) unprofessional installation, handling, operation or failure to care for the goods,
e) damage of the goods or their part by a computer virus,
f) use of an unauthorized software or consumable supplies, or if the defect becomes evident only in the software for which the consumer is not able to prove a legal way of its gaining,
g) damage of the goods by overloading or contrary to the terms and conditions specified in documentation or to general principles,
h) performance of incompetent interferences or change of parameters,
i) the goods that were adjusted by the consumer (painting, bending, etc.),
j) wrong performed upgrade of BIOS, firmware,
k) damage of the goods by natural disasters or force majeure.
XI. If the goods are the software, the warranty shall apply exclusively to physical readability of media (the media may not be scratched, etc.). At the moment of removal of protection means (foil, seal, opening of envelope and the like), the Purchaser shall become an authorized user of the software product and shall agree with licence conditions of the software producer.
XII. The goods sent for complaint will be tested only for the damage that is specified in writing by the Purchaser (in the form of complaint, in the attached letter describing the defect).
XIII. If the technician finds out that the main reason of problems is not the product under complaint (e. g. computer), but an incorrect installation of the software (operating system, antivirus,...), if the data are damaged by incorrect behaviour of some applications (games, viruses,...) or if the data are damaged by the Purchaser or by the third person, the complaint shall be rejected. If the consumer agrees with paid repair, it shall be charged according to the latest valid price list.
XIV. After sending computer system or equipment for data storage to repair, the Purchaser is obliged to ensure creation of corresponding backup of needed data and to prevent them from possible misuse or damage. The Seller does not guarantee for prospective loss, damage or misuse of data that are stored in the data storage devices in the computer system.
XV. Data storage devices are the devices of which susceptibility to failures is an objective phenomenon with accidental character of failure occurrence. Hereby, the Seller warns the Purchaser of this fact, and recommends to carry out a systematic backup of user data in a suitable device (e.g. ZIP, CD, disks,...). However, the warranty is not limited by this warning.
XVI. The Seller shall be entitled to refuse acceptance of the goods for complaint procedure, if the goods under complaint or their parts are impure or they do not meet basic conditions for hygienically safe delivery of the goods into the complaint process.
LCD Display
Standard ISO 13406-2 - Every LCD display contains at least 2.35 million subpixels or transistors (15 ") and it is practically impossible to prevent loss of pixels in terms of production technologies. Only LCDs with maximum ten defective pixels can be put to sale. In the context of the defective pixels, the Standard sets following classes:
They are divided into four classes, three types of defective pixels and two frequency criteria. Defective pixels may occur as bright pixels, black pixels or a loss of subpixels (or flashing pixels). The frequency criteria distinguish, firstly, the number of white or black pixels occurring in a particular area (cluster), or, secondly, the loss of subpixels or flashing pixels occurring in the cluster. The four classes determine the maximum allowable number of defects for each type of defective pixels. ADI, SONY, EIZO and most of other LCD displays on our market are classified as the class II. It means that if the number of defective pixels is smaller than ten (2x type 1, 2x type 2 and 5x type 3 = 2 black points + 2 white points + 5 colour points = max. 9 defective ones), the customer is not entitled to replacement or complaint of LCD display. In case of higher number of defective pixels, contact your authorized service of your LCD or your seller.
If the Purchaser is a consumer without ID number:
In case of a defect that can be removed, the goods will be repaired. If the repair is not possible and the nature of the defect does not prevent from usual use, the Seller can agree with the Purchaser an adequate discount from the price of the goods. In case of the discount, it is not possible to file a complaint of this defect later. If it is not possible to settle the complaint by either mentioned possibilities, a credit note will be issued for the Purchaser.
In case of the defect that cannot be removed and that prevents from proper using of product like the product without defect, the Seller shall offer the Purchaser replacement of the defective goods for the goods with the same or similar features, or it will issue a credit note.
If the Purchaser is an entity with ID number:
In case of a defect that can be removed, the goods will be repaired. If the repair is not possible and the nature of the defect does not prevent from usual use, the Seller can agree with the Purchaser an adequate discount from the price of the goods. In case of the discount, it is not possible to file a complaint of this defect later.
In case of the defect that cannot be removed and that prevents from proper using of product like the product without defect, the Seller is entitled to replace defective goods for the goods with the same or similar features, or it will issue a credit note.
I. The complaint of the goods is settled by the Seller without unreasonable delay, within 30 days at the latest from the date following the complaint by the Purchaser. This period is not binding for the Purchaser that used ID number during purchase, and, therefore, its relationship with the Seller follows the Civil Code.
II. The warranty period is prolonged for the duration of the complaint after the settlement of legitimate complaint. In case of unjustified complaint, the warranty period is not prolonged. If the complaint was settled by replacement, the next possible complaint is considered as the first complaint of the goods. (The time duration of the complaint is calculated from the day following the complaint till the day of settling the complaint. However, not till the acceptance by the Purchaser! The consumer is informed about the settlement by e-mail that it provided when purchasing.)
III. The Seller notifies the Purchaser of settling the complaint by telephone, SMS or e-mail. If the goods were sent by courier, they will automatically be sent back to the Purchaser`s address after the complaint has been settled. If the Purchaser does not receive SMS or e-mail within statutory one month period due to the technical reasons, the Purchaser is entitled to go automatically to the complaint department where the settled complaint will be provided after submission of the original receipt document of the complaint.
IV. If the Purchaser does not collect the goods under complaint within 60 days from the date of filling the complaint, the Seller is entitled to charge an amount for storage according to the Article 656 of the Civil Code.
This sum is set in the amount of 1.00 EUR/day in case of the goods above 5 kg, in case of the goods below 5 kg, the price is 0.50 EUR/day.
If the package or the items purchased contain consumable supplies (cartridge, toner, print head, projector lamp, batteries, power supply AC adapter,...), their life is 6 months, if not explicitly stated otherwise. In case of headphones, the standard life is 6 months. The exception is headphones purchased as a separate product.
Two are stated in case of the projector lamp - in months and, at the same time, in the number of lighting hours of the lamp. Both conditions must be fulfilled for a successful complaint of potential defect. Individual lives differ according to the producer.
After the expiration of 24 months, so called free service is ensured for the products that are sold with a longer warranty than 24 months. In case of the defect of the goods after the period of 24 months, such goods will be taken into the service and will be repaired or replaced for another one with the same or better parameters. If neither this solutions is possible, a credit note will be issued. The Seller undertakes to finish such service within 35 days after receipt of the goods.
For the company AZ-europe a.s. approved by Milan Hozza, Chairman of the Board of Directors
Elaborated in accordance with the Civil Code No. 108/2000 Z. z. , the Commercial Code and related amendments Z. z.
