General provisions
The Complaints Procedure is a document defining the basic warranty conditions and rules for complaints about goods, defining the relationships and rules for warranty and possibly post-warranty repairs of goods. This Complaints Procedure is an integral part of the Seller's General Terms and Conditions and regulates the rights of the Buyer in accordance with the provisions of applicable legal regulations. The Buyer, who may be an entrepreneur or a consumer, is obliged to familiarize himself with the Complaints Procedure and the General Terms and Conditions before ordering the goods. As a document of warranty (warranty certificate), the Seller issues a purchase document (invoice - hereinafter referred to as the warranty certificate) for each purchased goods with all the data required by law for the application of the warranty (in particular the name of the goods, warranty period, price, quantity, possibly serial number).
Warranty period and warranty conditions
The warranty period generally begins on the day the Buyer takes over the goods, i.e. on the date stated on the warranty certificate. The period from the exercise of the right of liability for defects until the time when the buyer took over the goods after the repair is completed is not included in the warranty period. If the goods are replaced, the warranty period begins again from the acceptance of the new goods The detected defect must be reported to the seller and claims arising from the defect of the goods must be applied by the end of this warranty period. Upon expiration of the warranty period, the right to make a complaint ceases. The customer is obliged to follow the manufacturer's instructions and recommendations for using the product. To apply for a possible warranty repair, the customer is obliged to keep the warranty certificate directly from the manufacturer or. official distributor, if it is packaged with the goods. If the original warranty certificate is not packaged, then it is replaced by the invoice that is sent together with the product. The warranty applies to functional failures caused by a manufacturing defect of the goods. The warranty does not apply to defects caused by
a) natural wear and tear of the item
b) failure to comply with the principles of use (improper operation and maintenance contrary to the operating instructions or neglect of the care of the goods)
c) mechanical damage to the product, including accidental damage, in particular damage to textile or metal parts
d) unprofessional electrical interference, power surges, or the effects of electrostatic discharge
e) natural elements or force majeure
f) operation in an unsuitable environment and damage due to improper operation
g) unqualified intervention or change of parameters due to the effects of foreign substances (water, chemicals, etc.),
h) damage caused by force majeure.
These restrictions do not apply if the properties of the goods that are in conflict with the above conditions have been expressly agreed upon by the buyer and seller, exchanged or declared by the seller, or can be expected given the advertising carried out or the usual way of using the goods. In the case of goods sold at a lower price, the warranty does not apply to defects for which a lower price was agreed.
Delivery of the claimed goods
The buyer shall deliver the goods for the claim to the seller in such packaging that they are not damaged during transport. We recommend that the buyer send the claimed and returned goods as a registered parcel or, if the value of the goods is higher, as an insured package. The goods sent for the claim will only be tested for the defect stated by the buyer (in the claim form or in the attached letter with a description of the defect). We recommend a written form for stating the defect. We would like to ask you not to send the goods back as cash on delivery, we will not accept such goods in this case. At the same time, we ask that you send the goods back only after a request and after our approval. Do not send the goods back as cash on delivery! We will not accept goods sent as cash on delivery. Send the goods back only after a request! Do not send the goods back before our approval!
The goods intended for the claim must be sent to the following address after agreement: Localhand, s.r.o. Zoltána Kodálya 767/33, 924 01, Galanta
If further damage occurs to the goods during transport, such damage to the claimed goods will not be subject to warranty repair. The seller is not liable for any damage incurred in this way.
Method of handling the complaint
The buyer sends the complaint to the email address info@localhand.eu. After receiving the complaint, the buyer will be informed by email about the receipt of the complaint within 24 hours and the initiation of the complaint procedure and the method of handling the complaint. The complaint procedure begins on the day when all of the following conditions are met: delivery of the completed complaint form define the claimed product or part of it attached photo documentation copy of the proof of purchase delivery of the claimed goods - only after a call!
Complaint resolution
Buyer – consumer:
When the buyer is a consumer, he has the following rights, depending on the nature of the defect, when applying the statutory warranty:∙ if it is a removable defect, the right to free, proper and timely removal of the defect, the right to replace the defective goods or defective parts, if this is not disproportionate given the nature of the defect. If such a procedure is not possible, he has the right to an appropriate discount on the purchase price or to withdraw from the purchase contract,∙ if it is an irremovable defect preventing the proper use of the goods, the right to replace the defective goods or to withdraw from the purchase contract, the same rights belong to the consumer, if it is a removable defect, but if the buyer cannot use the thing properly due to the reoccurrence of the defect after repair or due to a larger number of defects. A reoccurrence of a defect is considered to be in particular if the same defect preventing proper use, which has already been removed at least twice during the warranty period, occurs again. A large number of defects is understood to mean that the item has at least three defects simultaneously that prevent its proper use, if other defects are irremovable and the consumer does not request the exchange of the item, he has the right to an appropriate discount on the purchase price or withdrawal from the purchase contract, If the buyer is a consumer, the seller will decide on the complaint immediately, in complex cases within three working days. This period does not include the time appropriate to the type of product or service required for a professional assessment of the defect. The seller will handle the complaint, including the removal of the defect, without undue delay, no later than 30 days from the date of the complaint. The 30-day period may be extended after the complaint has been filed by agreement with the consumer - such an extension may not be for an indefinite or unreasonably long period. After this period has expired, it is considered that the defect in the item actually existed and the consumer has the same rights as if it were a defect that cannot be removed. This period is not binding for the buyer, who is an entrepreneur and therefore his relationship with the seller is regulated by the Commercial Code. The seller will issue a written confirmation to the buyer-consumer about when the complaint was filed, what its content is, what method of handling the complaint is requested, by email immediately after receiving the complaint (in the case of a personal claim, it is sent immediately); The seller will further issue a confirmation to the buyer about the date and method of handling the complaint no later than 30 days from the date of receipt of the complaint, including confirmation of the repair and the duration of the complaint, or justification for the rejection of the complaint. The buyer has the right to reimbursement of necessary costs (in particular, postage paid when sending the claimed goods) that he incurred in connection with the exercise of legitimate rights from liability for defects (we recommend requesting no later than 30 days after the complaint is filed - the statutory period is not affected) and were actually and effectively spent. In the event of withdrawal from the contract due to a defect in the item, the consumer is also entitled to reimbursement of the costs of this withdrawal.
Buyer - entrepreneur
If the defect is repairable, the goods will be repaired. If repair is not possible and the nature of the defect does not prevent normal use, the seller and the buyer may agree on an appropriate discount on the price of the goods. In the event of a discount, it is not possible to claim this defect later. If the defect is repairable and prevents the item from being used properly as a defect-free item, the seller is entitled to replace the defective goods with goods with the same or similar functional properties or issue a credit note. After a justified complaint is resolved, the warranty period is extended by the duration of the complaint. In the event of an unjustified complaint, the warranty period is not extended. If the complaint about the goods was resolved within the statutory warranty period by exchanging the goods for a new one, the warranty period begins again from the date of resolution of the complaint. The duration of the complaint is calculated from the day following the filing of the complaint to the day of settlement of the complaint, i.e. the time when the buyer was obliged to take over the item. The customer is informed about the settlement by e-mail, which he/she already provided when purchasing. After settlement of the complaint, the seller will notify the buyer of the termination of the complaint either by phone, SMS or e-mail. If the goods were sent by a shipping service, they will be automatically sent to the buyer's address after settlement. In the event of failure to collect the claimed goods within one month of the expiry of the period when the complaint should have been made, and if it was made later, within one month of the notification of its implementation (i.e. usually within 60 days from the date of filing the complaint), the seller is entitled, according to Section 656 of the Civil Code, to charge an amount for storage when issuing the complaint. When issuing goods after a complaint has been resolved, the buyer is obliged to present a document on the basis of which the item was accepted for complaint and must prove his identity with an ID card or a valid passport.