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Refund Policy

1. BASIC PROVISIONS 

1.1 This complaint procedure of the company HARDWARIO a.s., with its registered office at U Jezu 525/4, 460 01 Liberec, identification number: 04998511, registered in the commercial register maintained by the Regional Court in Ústí nad Labem, Section B, Insert 2864 (hereinafter referred to as the "seller"), regulates the basic mutual rights and obligations of the buyer in connection with the assertion of rights from defective performance or quality guarantee (complaints) when concluding purchase contracts using means of remote communication, especially through the web interface of the online store at https://store.hardwario.com.

1.2 Rights and obligations not regulated by this complaint procedure are governed by the applicable legal regulations of the Czech Republic.

2. RIGHTS FROM DEFECTIVE PERFORMANCE AND QUALITY GUARANTEE

2.1 The buyer is entitled to assert a right from a defect that manifests itself on the goods within 24-36 months from the receipt of the goods. The seller is responsible to the buyer that the goods have no defects upon receipt. If a defect manifests itself within six months from receipt, it is presumed that the goods were defective at the time of receipt.

2.2 If the buyer concludes the purchase contract as part of his business activities (i.e., the buyer is not a consumer), the period for asserting rights from defective performance for the goods is 12 months from the receipt of the goods by the buyer, unless otherwise agreed between the seller and the buyer.

2.3 If the purchase contract, warranty card (conditions), advertisement, or packaging of the goods specify different warranty periods, the longest period shall apply.

2.4 If the goods do not meet the above-mentioned requirements, the buyer has the right to have new goods delivered without defects. If the defect pertains only to a part of the item, the buyer may request only the replacement of that part; if this is not possible, the buyer may withdraw from the contract and request a full refund of the purchase price. If the defect can be removed without undue delay, the buyer has the right to free removal of the defect.

2.5 The buyer has the right to have new goods delivered or the part replaced even in the case of a removable defect if the goods cannot be properly used due to the repeated occurrence of the defect after repair or due to a larger number of defects. In such a case, the buyer also has the right to withdraw from the purchase contract.

2.6 If the buyer does not withdraw from the contract or assert the right to have new goods delivered without defects, to replace a part, or to repair, he may demand a reasonable discount from the purchase price.

2.7 If a manufacturing or material defect of the goods is recognized, the goods will be repaired or replaced with new goods without defects free of charge.

2.8 If the buyer correctly asserts a defect, the period for asserting rights from defective performance or the warranty period does not run for the duration during which the buyer cannot use the defective goods. The buyer is not entitled to rights from defective performance if he knew about the defect before taking over the item or if he himself caused the defect.

2.9 The provisions of this complaint procedure do not apply to goods where the defect arose from wear and tear caused by normal use, e.g., the expiration of the product's lifespan; where the defect was caused by the buyer due to improper use, storage, or maintenance, or other interference by the buyer or mechanical damage, or if the defect arose as a result of an external event beyond the seller's control.

2.10 The buyer acknowledges that if the goods are delivered by a courier service or another carrier, the buyer is obliged to check the condition of the package, sealing tapes before confirming receipt, and in case of any doubts that the package shows defects, the buyer has the right to refuse to accept an incomplete or damaged package.

3. COMPLAINT PROCEDURE

3.1 The buyer is obliged to file a complaint without undue delay after having the opportunity to inspect the goods and discover the defect, by notifying how the defect manifests itself; otherwise, the right from defective performance or quality guarantee may not be recognized. The buyer is especially obliged to inspect the goods properly upon receipt for quantitative or qualitative defects.

3.2 The buyer has the right to assert a complaint with the seller. The buyer can also file a complaint via mail or to the electronic address ask@hardwario.com. The buyer is obliged to prove that he is entitled to assert the complaint, especially by providing the purchase date, either by presenting a sales document, warranty card, or other credible means.

3.3 A buyer who is not a consumer has the right to assert a complaint with the seller by sending the claimed goods to the seller's business address at his own expense; the buyer is obliged to prove that he is entitled to assert the complaint, especially by presenting the original sales document and a detailed description of the defect of the goods. Without fulfilling the conditions of the previous sentence of this article, the complaint will not be recognized for a buyer who is not a consumer, and the goods will be returned to him at his expense.

3.4 The buyer will inform the seller of the performance he has chosen when notifying the defect, or without undue delay after notifying the defect. The buyer cannot change the chosen performance without the seller's consent; this does not apply if the buyer requested the repair of a defect that turns out to be irreparable. If the seller does not remove the defects within a reasonable time or informs the buyer that he will not remove the defects, the buyer may demand a reasonable discount from the purchase price or withdraw from the contract.

3.5 The seller or his authorized employee is obliged to decide on the complaint within 30 days. The seller is obliged to issue a written confirmation to the buyer stating the date and place of the complaint, the characteristics of the claimed defect, and the buyer's requested method of complaint resolution. Subsequently, the seller is obliged to issue a confirmation of the date and method of complaint resolution, including confirmation of the repair and its duration, or a written justification for rejecting the complaint. After the expiration of the period under the previous sentence, the buyer may withdraw from the contract or demand a reasonable discount.

3.6 If the buyer is not a consumer, the deadlines according to article 3.5 of this complaint procedure do not apply, but the seller undertakes to resolve complaints as soon as possible with regard to the professional assessment of the goods by the seller or manufacturer.

4. FINAL PROVISIONS

4.1 A buyer who is a consumer has the right to out-of-court resolution of any disputes (ADR) arising from the contract with the seller in accordance with § 20d et seq. of Act No. 634/1992 Coll., on Consumer Protection, as amended, through the Czech Trade Inspection Authority www.coi.cz. The out-of-court resolution of a consumer dispute is initiated at the buyer's request, which can be submitted in writing, orally into the record, or electronically via the online form on the Czech Trade Inspection Authority's website. None of the provisions of this article excludes the buyer's option to address his claim to the competent court.

4.2 The wording of this complaint procedure can be changed or supplemented by the seller at any time. This provision does not affect rights and obligations arising from purchase contracts concluded before the new complaint procedure comes into effect.

4.3 This complaint procedure comes into force and effect on an 10. 7. 2024