Introductory Provisions
- These Complaint Procedures are governed by the relevant provisions of the Civil Code and further define and specify the rights and obligations of the seller (FEIFER – kovovýroba, spol. s r.o., ID No.: 49812742, Tax ID: CZ49812742, registered in the Commercial Register at the Regional Court in Hradec Králové, Section C, File No. 4930) and the customer (hereinafter referred to as the “buyer”).
- The Complaints Policy sets forth the conditions for filing complaints regarding goods purchased from FEIFER – kovovýroba, spol. s r.o.
- The Complaints Policy applies to goods for which the buyer exercises their rights upon receipt of defective goods.
Receipt of Goods
- The buyer is required to inspect the delivered goods immediately upon receipt in the presence of the carrier.
- If any apparent defects in the goods are found—which include all defects detectable upon receipt of the goods—the buyer is required to prepare a damage report with the carrier. In this case, the buyer is entitled to refuse to accept the goods.
- The buyer must then immediately file a complaint regarding the obvious defects with the seller. However, such a complaint is conditional upon providing the damage report signed by the carrier, as well as photographic documentation, to ensure faster and more efficient resolution of the complaint.
- The buyer shall bear the full cost of any damage resulting from the incorrect or late filing of a complaint, or from the failure to complete a damage report.
Quality Guarantee
- The buyer is entitled to file a complaint if defects in the goods arise after the buyer has taken delivery of them during the warranty period.
- The seller is responsible for ensuring that the goods are free of defects upon receipt, in particular that:
- the goods are fit for the purpose stated by the seller or for which goods of this type are typically used,
- the goods are delivered in the appropriate quantity, measure, or weight and comply with legal requirements
Warranty Period
- The standard warranty period is 6 months or as otherwise specified in the contract, subject to the exceptions set forth in applicable laws.
- The warranty period is extended by the length of time the goods were under warranty repair. In the event of a replacement, the buyer receives a new warranty valid for 6 months or for the remainder of the original product’s warranty period, whichever is longer.
- For goods without serial numbers, the tax receipt or delivery note serves as proof of warranty. A warranty certificate must be presented for goods with serial numbers.
- The warranty period begins on the date the buyer takes possession of the goods.
- The buyer is not entitled to make a warranty claim in the event of damage caused by external events or by use that does not comply with the instructions for use.
Claim Processing
- Buyer’s Rights and Obligations
- The buyer is required to inspect the delivered goods and notify the seller of any defects found without undue delay.
- The buyer may file a complaint using one of the following options:
- via email to the supplier’s address: info@feifer.cz, or to the email address of the person responsible for processing the original order (the name of the responsible person is always listed on the invoice)
- by mail to the supplier’s address: FEIFER - kovovýroba, spol. s r.o., Holubova 858, 534 01 Holice
The buyer is required to provide the following:
- Company Name
- Contact Person's Name + Contact Information
- Machine/Product Type
- Serial Number (if known)
- Date of purchase
- Supplier’s invoice number
- Reason for the claim
- Description of the defect
- In the event of returning non-conforming goods, the buyer is required to return the goods to the supplier complete and undamaged, in their original packaging and with the necessary documentation.
- The buyer is responsible for the cost of shipping the goods to the seller; the seller is responsible for the cost of shipping the goods back to the buyer.
- Depending on the nature of the defect, the buyer is entitled to a replacement of the item or its repair at no cost, or, if that is not possible, to a price reduction or to withdraw from the contract.
- In the event of a valid complaint, the buyer is entitled to reimbursement of shipping costs in the amount necessarily incurred. In the case of an unjustified complaint, the buyer is not entitled to reimbursement of costs associated with processing the complaint, nor is the seller entitled to reimbursement of costs incurred on their part (unless the buyer’s actions constituted, for example, a repeated, unfounded complaint, in which case it can be inferred that the buyer has abused their rights)
- The buyer has the right to inquire about the status of the complaint via email at: info@feifer.cz, or to the email address of the specific contact person.
Rights and Obligations of the Seller
- The seller will decide on the complaint without undue delay, no later than ten business days. The time required for a professional assessment of the defect is not included in this period.
- The complaint, including the assessment of the defect, must be resolved within thirty calendar days at the latest.
Scope of the Warranty
- The warranty is void in the following cases:
- failure to comply with the conditions for professional assembly and installation, or if the work was performed by a company not authorized to perform such work,
- breach of security seals and labels, if present on the goods,
- use of the goods under conditions that do not correspond to the parameters specified in the product documentation,
- unauthorized tampering with or forgery of the warranty card and proof of purchase.
- The warranty does not cover:
- damage caused by natural disasters, weather conditions, mechanical damage, or electrostatic discharge,
- defects caused by improper operation, failure to follow the instructions in the user manual, or insufficient maintenance,
- damage caused by connection to a power supply that does not comply with the relevant ČSN standard
- defects caused by wear and tear, or defects in parts that are considered consumables
- Whenever a service technician visits the buyer, a report must be prepared detailing the defects found and the method of their repair. Without this report, the service technician’s visit will not be taken into account.
Final Provisions
The warranty terms set forth in these complaint procedures apply to all business transactions, unless other warranty terms have been contractually agreed upon.
All other terms and conditions are governed by the Civil Code.
These Complaint Procedures take effect on November 1, 2018.
Subject to changes to the complaint policy.
