About the purchase
Complaints Procedure
This Complaints Procedure is valid from 1 January 2016 and is governed by the relevant provisions of the Civil Code, taking into account this Complaints Procedure. This Complaints Procedure applies exclusively to purchasers who are acting as consumers within the meaning of Section 419 of the Civil Code when concluding a contract (i.e. do not purchase goods on a business registration number). If the goods are purchased as part of a business activity (i.e. on a business registration number), the provisions of this Complaints Procedure do not apply to such purchases. The individually agreed terms and conditions and the general provisions of the Civil Code or the Commercial Code apply to such cases.
The buyer is entitled to exercise the right of defect within 24 months from delivery and acceptance of the goods, except for items specifically named in the offer.
The buyer shall, if possible, inspect the item as soon as possible after its receipt in accordance with Section 2104 of the Civil Code (within 24 hours of receipt at the latest) and satisfy himself as to its characteristics and quantity.
The warranty does not cover normal wear and tear of the goods (or parts thereof) caused by use. In such a case, a shorter service life of the product cannot be considered a defect and cannot be claimed as such. At the request of the Consumer, Lino s.r.o. is obliged to provide the warranty in writing (warranty certificate/confirmation). This may be replaced by a proof of purchase if it contains the seller's company name, registration number and registered office.
For buyers who use the goods for the purpose of business or trade with the given product, the warranty period is determined by the specific importer of the goods to the Czech Republic. The above warranty period of 24 months is intended only for Consumers, not for Entrepreneurs. The Entrepreneur will be notified of the period for exercising rights for defects during the contractual negotiations.
Lino s.r.o. will propose a solution to the complaint within 5 days at the latest, either by repairing the goods on site, repairing them at the manufacturer, replacing the goods or providing an additional discount. This time limit does not include the time appropriate to the type of product or service required for a professional assessment of the defect. In the case of repair by the manufacturer abroad, the time limit for rectifying the defect shall be determined by agreement between the parties.
Complaints including defects will be settled without undue delay, no later than thirty (30) calendar days from the date of the complaint, unless Lino s.r.o. agrees otherwise with the Buyer. After the expiration of this period, the Buyer shall have the same rights as if it were a defect that cannot be remedied.
Lino s.r.o. will issue the Buyer with a written confirmation of when the claim was made, what its content is and what method of its settlement is required. Furthermore, Lino s.r.o. shall issue a confirmation by e-mail of the date and method of settlement of the claim, including confirmation of the repair and the duration of the repair. In the case of a rejected claim, Lino s.r.o. will issue a written justification for the rejection. This obligation also applies to other persons designated to carry out the repair.
The guarantee must always be exercised in writing or by e-mail at[email protected]and unambiguously identify the goods to which it relates (invoice/delivery note number, product code, description of the defect, photograph).
The complaint form can be found atHERE. Please send a scan of the form to the email above.
The warranty covers defects in construction, mechanics and materials used and does not cover defects caused by:
- using the product in a manner for which it was not designed, manufactured and tested
- normal wear and tear ("ageing")
- improper handling, falling, impact deformation
- unauthorised tampering with design or mechanics, repairs carried out by untrained personnel
- by not following the "Instructions for Use" if submitted
The time limit for the settlement of claims is suspended if Lino s.r.o. has not received all the documents necessary for the settlement of the claim (parts of the goods, other documents, etc.). Lino s.r.o. is obliged to request the completion of the documents from the Buyer as soon as possible. The time limit is suspended from this date until the Buyer delivers the requested documents.
In situations where the goods need to be sent to Lino s.r.o., the Buyer, in his own interest, shall ensure that the goods are packed in suitable and sufficiently protective packaging material meeting the requirements of the transport of fragile goods, including all accessories, and shall mark the shipment with the appropriate symbols.
Lino s.r.o. will invite the Buyer to take delivery of the repaired goods after the claim has been duly settled.
The right to claim the warranty expires in the event of unprofessional assembly or unprofessional commissioning of the goods, as well as in the event of unprofessional handling, i.e. in particular when using the goods in conditions that do not correspond to the parameters specified in the documentation for the goods.
During any visit by a service technician to the Buyer, a report of the defects found and the form of their elimination must be made. Without such a report, the visit of the service technician shall not be taken into account.
Return of goods / withdrawal from the contract
Both the buyer and the seller can withdraw from the contract.
The form for withdrawal from the purchase contract can be found atHERE.
He can withdraw from the contract:
a. a buyer who does not purchase goods within the scope of his/her trade or other business activity (i.e. not on a personal identification number) has the right to withdraw from the contract within 14 days according to the current Civil Code. If the buyer decides to return the goods under this scheme, he must comply with the following conditions:
i. contact the Seller to withdraw from the Contract on the basis of this provision
ii. if the buyer has not received the goods, he/she shall withdraw from the contract in writing to the seller's address
iii. if the buyer has already received the goods, the description of the goods, invoice number, variable symbol, date of purchase/delivery of the goods
1. the returned goods must not be used
2. the returned goods must be undamaged
3. the returned goods must be complete, including the original proof of purchase
iv. arrange with an authorised employee of the Seller the method of transport back to the Seller
v. the goods must be sent back to the seller's registered office at the buyer's expense, registered and insured (we are not responsible for any loss or damage)
vi. goods sent back on COD will not be accepted
vii. if the goods are returned to the Seller in a different condition from that specified in clause 8.a.iii., the Buyer shall be obliged to compensate in particular for the costs related to the restoration of the goods to their original condition and any damage to the goods. The reimbursement of these costs and damages shall be made in such a way that the purchase price which is refunded by the Seller in the event of withdrawal is reduced by these costs and damages accordingly. At the same time, the time limit for reimbursement of the purchase price or part thereof shall be extended until any costs and damages have been resolved
viii. in the event of failure to meet the above conditions, the withdrawal will not be accepted
ix. The Consumer acknowledges that according to the provisions of § 1837 et seq. of the Civil Code, it is not possible to withdraw from the contract for the delivery of goods adapted to the Buyer's wishes, as well as from the contract for the delivery of goods subject to rapid wear and tear or obsolescence.
x. if the buyer fulfils all the above conditions for withdrawal from the contract, the seller will refund the purchase price or part of it, no later than 14 days after the return of the goods. The Seller shall return the funds after signing the credit note and to the Buyer's account within 14 days.
The Seller is entitled to withdraw from the contract only until the goods have been dispatched and reserves the right to cancel the order or part of it in the following cases:
a) the price of the ordered product has changed significantly during the order
(b) the goods are no longer manufactured or have ceased to be supplied
c) due to the wide range of goods offered, the seller is entitled to withdraw from the contract even partially, i.e., so that he can deliver only part of the ordered goods to the buyer. However, this must be consistent with the possibility of using these goods by completing them from another supplier. If this situation arises, the seller undertakes to contact the buyer immediately in order to agree on a further course of action. If the goods have already been paid for in part or in full, in the event of cancellation of the order, the money will be refunded as soon as possible ( but within a maximum of 30 days ) to the buyer's account.
About the purchase
Complaints Procedure
This Complaints Procedure is valid from 1 January 2016 and is governed by the relevant provisions of the Civil Code, taking into account this Complaints Procedure. This Complaints Procedure applies exclusively to purchasers who are acting as consumers within the meaning of Section 419 of the Civil Code when concluding a contract (i.e. do not purchase goods on a business registration number). If the goods are purchased as part of a business activity (i.e. on a business registration number), the provisions of this Complaints Procedure do not apply to such purchases. The individually agreed terms and conditions and the general provisions of the Civil Code or the Commercial Code apply to such cases.
The buyer is entitled to exercise the right of defect within 24 months from delivery and acceptance of the goods, except for items specifically named in the offer.
The buyer shall, if possible, inspect the item as soon as possible after its receipt in accordance with Section 2104 of the Civil Code (within 24 hours of receipt at the latest) and satisfy himself as to its characteristics and quantity.
The warranty does not cover normal wear and tear of the goods (or parts thereof) caused by use. In such a case, a shorter service life of the product cannot be considered a defect and cannot be claimed as such. At the request of the Consumer, Lino s.r.o. is obliged to provide the warranty in writing (warranty certificate/confirmation). This may be replaced by a proof of purchase if it contains the seller's company name, registration number and registered office.
For buyers who use the goods for the purpose of business or trade with the given product, the warranty period is determined by the specific importer of the goods to the Czech Republic. The above warranty period of 24 months is intended only for Consumers, not for Entrepreneurs. The Entrepreneur will be notified of the period for exercising rights for defects during the contractual negotiations.
Lino s.r.o. will propose a solution to the complaint within 5 days at the latest, either by repairing the goods on site, repairing them at the manufacturer, replacing the goods or providing an additional discount. This time limit does not include the time appropriate to the type of product or service required for a professional assessment of the defect. In the case of repair by the manufacturer abroad, the time limit for rectifying the defect shall be determined by agreement between the parties.
Complaints including defects will be settled without undue delay, no later than thirty (30) calendar days from the date of the complaint, unless Lino s.r.o. agrees otherwise with the Buyer. After the expiration of this period, the Buyer shall have the same rights as if it were a defect that cannot be remedied.
Lino s.r.o. will issue the Buyer with a written confirmation of when the claim was made, what its content is and what method of its settlement is required. Furthermore, Lino s.r.o. shall issue a confirmation by e-mail of the date and method of settlement of the claim, including confirmation of the repair and the duration of the repair. In the case of a rejected claim, Lino s.r.o. will issue a written justification for the rejection. This obligation also applies to other persons designated to carry out the repair.
The guarantee must always be exercised in writing or by e-mail at[email protected]and unambiguously identify the goods to which it relates (invoice/delivery note number, product code, description of the defect, photograph).
The complaint form can be found atHERE. Please send a scan of the form to the email above.
The warranty covers defects in construction, mechanics and materials used and does not cover defects caused by:
- using the product in a manner for which it was not designed, manufactured and tested
- normal wear and tear ("ageing")
- improper handling, falling, impact deformation
- unauthorised tampering with design or mechanics, repairs carried out by untrained personnel
- by not following the "Instructions for Use" if submitted
The time limit for the settlement of claims is suspended if Lino s.r.o. has not received all the documents necessary for the settlement of the claim (parts of the goods, other documents, etc.). Lino s.r.o. is obliged to request the completion of the documents from the Buyer as soon as possible. The time limit is suspended from this date until the Buyer delivers the requested documents.
In situations where the goods need to be sent to Lino s.r.o., the Buyer, in his own interest, shall ensure that the goods are packed in suitable and sufficiently protective packaging material meeting the requirements of the transport of fragile goods, including all accessories, and shall mark the shipment with the appropriate symbols.
Lino s.r.o. will invite the Buyer to take delivery of the repaired goods after the claim has been duly settled.
The right to claim the warranty expires in the event of unprofessional assembly or unprofessional commissioning of the goods, as well as in the event of unprofessional handling, i.e. in particular when using the goods in conditions that do not correspond to the parameters specified in the documentation for the goods.
During any visit by a service technician to the Buyer, a report of the defects found and the form of their elimination must be made. Without such a report, the visit of the service technician shall not be taken into account.
Return of goods / withdrawal from the contract
Both the buyer and the seller can withdraw from the contract.
The form for withdrawal from the purchase contract can be found atHERE.
He can withdraw from the contract:
a. a buyer who does not purchase goods within the scope of his/her trade or other business activity (i.e. not on a personal identification number) has the right to withdraw from the contract within 14 days according to the current Civil Code. If the buyer decides to return the goods under this scheme, he must comply with the following conditions:
i. contact the Seller to withdraw from the Contract on the basis of this provision
ii. if the buyer has not received the goods, he/she shall withdraw from the contract in writing to the seller's address
iii. if the buyer has already received the goods, the description of the goods, invoice number, variable symbol, date of purchase/delivery of the goods
1. the returned goods must not be used
2. the returned goods must be undamaged
3. the returned goods must be complete, including the original proof of purchase
iv. arrange with an authorised employee of the Seller the method of transport back to the Seller
v. the goods must be sent back to the seller's registered office at the buyer's expense, registered and insured (we are not responsible for any loss or damage)
vi. goods sent back on COD will not be accepted
vii. if the goods are returned to the Seller in a different condition from that specified in clause 8.a.iii., the Buyer shall be obliged to compensate in particular for the costs related to the restoration of the goods to their original condition and any damage to the goods. The reimbursement of these costs and damages shall be made in such a way that the purchase price which is refunded by the Seller in the event of withdrawal is reduced by these costs and damages accordingly. At the same time, the time limit for reimbursement of the purchase price or part thereof shall be extended until any costs and damages have been resolved
viii. in the event of failure to meet the above conditions, the withdrawal will not be accepted
ix. The Consumer acknowledges that according to the provisions of § 1837 et seq. of the Civil Code, it is not possible to withdraw from the contract for the delivery of goods adapted to the Buyer's wishes, as well as from the contract for the delivery of goods subject to rapid wear and tear or obsolescence.
x. if the buyer fulfils all the above conditions for withdrawal from the contract, the seller will refund the purchase price or part of it, no later than 14 days after the return of the goods. The Seller shall return the funds after signing the credit note and to the Buyer's account within 14 days.
The Seller is entitled to withdraw from the contract only until the goods have been dispatched and reserves the right to cancel the order or part of it in the following cases:
a) the price of the ordered product has changed significantly during the order
(b) the goods are no longer manufactured or have ceased to be supplied
c) due to the wide range of goods offered, the seller is entitled to withdraw from the contract even partially, i.e., so that he can deliver only part of the ordered goods to the buyer. However, this must be consistent with the possibility of using these goods by completing them from another supplier. If this situation arises, the seller undertakes to contact the buyer immediately in order to agree on a further course of action. If the goods have already been paid for in part or in full, in the event of cancellation of the order, the money will be refunded as soon as possible ( but within a maximum of 30 days ) to the buyer's account.
About the purchase
Complaints Procedure
This Complaints Procedure is valid from 1 January 2016 and is governed by the relevant provisions of the Civil Code, taking into account this Complaints Procedure. This Complaints Procedure applies exclusively to purchasers who are acting as consumers within the meaning of Section 419 of the Civil Code when concluding a contract (i.e. do not purchase goods on a business registration number). If the goods are purchased as part of a business activity (i.e. on a business registration number), the provisions of this Complaints Procedure do not apply to such purchases. The individually agreed terms and conditions and the general provisions of the Civil Code or the Commercial Code apply to such cases.
The buyer is entitled to exercise the right of defect within 24 months from delivery and acceptance of the goods, except for items specifically named in the offer.
The buyer shall, if possible, inspect the item as soon as possible after its receipt in accordance with Section 2104 of the Civil Code (within 24 hours of receipt at the latest) and satisfy himself as to its characteristics and quantity.
The warranty does not cover normal wear and tear of the goods (or parts thereof) caused by use. In such a case, a shorter service life of the product cannot be considered a defect and cannot be claimed as such. At the request of the Consumer, Lino s.r.o. is obliged to provide the warranty in writing (warranty certificate/confirmation). This may be replaced by a proof of purchase if it contains the seller's company name, registration number and registered office.
For buyers who use the goods for the purpose of business or trade with the given product, the warranty period is determined by the specific importer of the goods to the Czech Republic. The above warranty period of 24 months is intended only for Consumers, not for Entrepreneurs. The Entrepreneur will be notified of the period for exercising rights for defects during the contractual negotiations.
Lino s.r.o. will propose a solution to the complaint within 5 days at the latest, either by repairing the goods on site, repairing them at the manufacturer, replacing the goods or providing an additional discount. This time limit does not include the time appropriate to the type of product or service required for a professional assessment of the defect. In the case of repair by the manufacturer abroad, the time limit for rectifying the defect shall be determined by agreement between the parties.
Complaints including defects will be settled without undue delay, no later than thirty (30) calendar days from the date of the complaint, unless Lino s.r.o. agrees otherwise with the Buyer. After the expiration of this period, the Buyer shall have the same rights as if it were a defect that cannot be remedied.
Lino s.r.o. will issue the Buyer with a written confirmation of when the claim was made, what its content is and what method of its settlement is required. Furthermore, Lino s.r.o. shall issue a confirmation by e-mail of the date and method of settlement of the claim, including confirmation of the repair and the duration of the repair. In the case of a rejected claim, Lino s.r.o. will issue a written justification for the rejection. This obligation also applies to other persons designated to carry out the repair.
The guarantee must always be exercised in writing or by e-mail at[email protected]and unambiguously identify the goods to which it relates (invoice/delivery note number, product code, description of the defect, photograph).
The complaint form can be found atHERE. Please send a scan of the form to the email above.
The warranty covers defects in construction, mechanics and materials used and does not cover defects caused by:
- using the product in a manner for which it was not designed, manufactured and tested
- normal wear and tear ("ageing")
- improper handling, falling, impact deformation
- unauthorised tampering with design or mechanics, repairs carried out by untrained personnel
- by not following the "Instructions for Use" if submitted
The time limit for the settlement of claims is suspended if Lino s.r.o. has not received all the documents necessary for the settlement of the claim (parts of the goods, other documents, etc.). Lino s.r.o. is obliged to request the completion of the documents from the Buyer as soon as possible. The time limit is suspended from this date until the Buyer delivers the requested documents.
In situations where the goods need to be sent to Lino s.r.o., the Buyer, in his own interest, shall ensure that the goods are packed in suitable and sufficiently protective packaging material meeting the requirements of the transport of fragile goods, including all accessories, and shall mark the shipment with the appropriate symbols.
Lino s.r.o. will invite the Buyer to take delivery of the repaired goods after the claim has been duly settled.
The right to claim the warranty expires in the event of unprofessional assembly or unprofessional commissioning of the goods, as well as in the event of unprofessional handling, i.e. in particular when using the goods in conditions that do not correspond to the parameters specified in the documentation for the goods.
During any visit by a service technician to the Buyer, a report of the defects found and the form of their elimination must be made. Without such a report, the visit of the service technician shall not be taken into account.
Return of goods / withdrawal from the contract
Both the buyer and the seller can withdraw from the contract.
The form for withdrawal from the purchase contract can be found atHERE.
He can withdraw from the contract:
a. a buyer who does not purchase goods within the scope of his/her trade or other business activity (i.e. not on a personal identification number) has the right to withdraw from the contract within 14 days according to the current Civil Code. If the buyer decides to return the goods under this scheme, he must comply with the following conditions:
i. contact the Seller to withdraw from the Contract on the basis of this provision
ii. if the buyer has not received the goods, he/she shall withdraw from the contract in writing to the seller's address
iii. if the buyer has already received the goods, the description of the goods, invoice number, variable symbol, date of purchase/delivery of the goods
1. the returned goods must not be used
2. the returned goods must be undamaged
3. the returned goods must be complete, including the original proof of purchase
iv. arrange with an authorised employee of the Seller the method of transport back to the Seller
v. the goods must be sent back to the seller's registered office at the buyer's expense, registered and insured (we are not responsible for any loss or damage)
vi. goods sent back on COD will not be accepted
vii. if the goods are returned to the Seller in a different condition from that specified in clause 8.a.iii., the Buyer shall be obliged to compensate in particular for the costs related to the restoration of the goods to their original condition and any damage to the goods. The reimbursement of these costs and damages shall be made in such a way that the purchase price which is refunded by the Seller in the event of withdrawal is reduced by these costs and damages accordingly. At the same time, the time limit for reimbursement of the purchase price or part thereof shall be extended until any costs and damages have been resolved
viii. in the event of failure to meet the above conditions, the withdrawal will not be accepted
ix. The Consumer acknowledges that according to the provisions of § 1837 et seq. of the Civil Code, it is not possible to withdraw from the contract for the delivery of goods adapted to the Buyer's wishes, as well as from the contract for the delivery of goods subject to rapid wear and tear or obsolescence.
x. if the buyer fulfils all the above conditions for withdrawal from the contract, the seller will refund the purchase price or part of it, no later than 14 days after the return of the goods. The Seller shall return the funds after signing the credit note and to the Buyer's account within 14 days.
The Seller is entitled to withdraw from the contract only until the goods have been dispatched and reserves the right to cancel the order or part of it in the following cases:
a) the price of the ordered product has changed significantly during the order
(b) the goods are no longer manufactured or have ceased to be supplied
c) due to the wide range of goods offered, the seller is entitled to withdraw from the contract even partially, i.e., so that he can deliver only part of the ordered goods to the buyer. However, this must be consistent with the possibility of using these goods by completing them from another supplier. If this situation arises, the seller undertakes to contact the buyer immediately in order to agree on a further course of action. If the goods have already been paid for in part or in full, in the event of cancellation of the order, the money will be refunded as soon as possible ( but within a maximum of 30 days ) to the buyer's account.