I. General provisions

Complaints procedure is an integral part of the General Terms and Conditions of Seller TOBEINCO s.r.o., ID 04433777, VAT ID CZ04433777, located a Skleny kopec 1751 753 01 Hranice, Czech Republic, registered in the Commercial Register at the Regional Court in Olomouc section C insert 29827, and the procedure of how to approach for complaints acquired from the seller.

The buyer is obliged to get acquainted with Warranty Claim Policy and General Terms and Conditions before ordering goods.

By concluding the purchase agreement and receipt of goods from the Seller, the Buyer agrees with the Complaint Rules.

The conditions of the complaint procedure is also subject to Terms and Conditions online store The basic document for the implementation of claims is proof of purchase (invoice, delivery note) or if the warranty card for the goods supplied.

II. The length of the warranty

The warranty period begins on the date of receipt of goods by Buyer, ie. on the date specified in the warranty list. Alternatively pickup date from the carrier. If consumer goods is the statutory warranty period of 24 months. The warranty period is further extended by the period during which the goods in the complaint. Rights from liability for defects for which the warranty period, expire, unless within the warranty period.

III. Warranty conditions

The buyer is advised to immediately upon delivery checked along with the carrier status of the shipment (integrity of the tape, damage to the box. The buyer is entitled to refuse to accept the shipment if the shipment is incomplete or damaged. If so damaged shipment buyers from the carrier, it is necessary to damage describe in the handover protocol carrier.

Damaged or incomplete shipment must be reported immediately by e-mail at:, draw up a damage report and this promptly send an e-mail or by mail to the seller. Additional complaints incompleteness or external damage to the shipment does not relieve the Purchaser claim the right thing, it gives trade opportunity to prove that there is no conflict with the contract.

Delivery address for sending the complaint is TOBEINCO s.r.o., Skleny kopec 1751, 753 01 Hranice, Czech Republic.

The buyer is obliged to complain about defective goods sent by delivery service to the address of the seller. Defective goods should be carefully secured to avoid during transport damaged, the package should contain goods under complaint (including all accessories), we enclose a copy of your receipt, a detailed description of the defect and the buyer sufficient contact details (esp. The return address and tel. number). Without the above, it is impossible origin identification and fault goods. This procedure is also recommended for the Buyer-consumer, unless they can prove those facts and does not prove otherwise. We also recommend that you choose the desired method of settling the claim (see below).

Buyer-entrepreneur proves the validity of the warranty by submitting the bill when it was in the past claimed goods also demonstrate proof of claim.

The warranty does not cover damage caused by the use of incorrect or consumables, nor for any damages resulting from such use, unless such use is not common. The warranty does not cover defects caused by poor service, inexpert or inappropriate treatment, use and assembly.

Violation of protective seals, informative labels and serial numbers of the buyer runs the risk of rejection of the complaint, unless damage occurs during normal use. Seal and serial numbers are an integral part of the product and do not limit the customer’s right to use goods and manipulate it in full of what the goods are destined.

The warranty does not cover damage caused (in the event that such activity is not usual activity and it is not prohibited in the operating instructions):

  • mechanical damage of goods
  • improper installation, handling, operation, or neglect of goods
  • The goods have been damaged by excessive load or use contrary to the conditions specified in the documentation or general principles
  • making unqualified intervention or changing parameters,
  • The goods which have been modified by the customer (drilling, bending etc.)
  • The goods have been damaged by natural elements or force majeure.

Goods abandoned the claim will be tested only on the fault specified by the buyer (the attached document with the description of the defect). To put the fault we recommend writing.

Where techniques that cause problems not the claimed product, but incorrect assembly, the complaint will be dismissed. In the event that the Buyer agrees to pay the repair will be paid before performing repairs buyers informed about the repair cost, scope and time to implement it. To perform paid repair can proceed only with the express consent of the Buyer (based on the servicing contract) made after informing the previous sentence.

TOBEINCOs.r.o. has the right to refuse acceptance of goods to the complaint in cases where the claimed goods and / or its parts are dirty or do not meet the basic requirements for hygienically safe delivery of goods to the complaint procedure.

IV. Complaint settlement

Complaints including removing defects TOBEINCO s.r.o. handled without undue delay, within 30 days of the claim. Period of 30 days may be extended after a complaint after consultation with the consumer – such extension shall be indefinite or excessively long. After this period, it is considered that the condition of things actually existed, and the consumer has the same rights as if it were a defect that can not be removed. This deadline is not binding to the Buyer-entrepreneur, when a complaint will be decided no later than 60 days from the date of the claim.

TOBEINCO s.r.o. buyer-consumer issue written confirmation of when the claim is filed, what its content is, what method of claim handling is required, and this e-mail immediately after receipt of the claim; further confirmation of the date and method of settling the claim, including confirmation of repair and duration of complaint or justification for rejecting the claim.

The buyer is entitled to reimbursement of necessary expenses (cost of postage to pay when sending the claimed goods) incurred in connection with the exercise of legitimate rights and liability for defects (we suggest within 30 days of the complaint settlement – the legal deadline remain unaffected) and They were spent effectively and efficiently (insured parcel or registered letter). In case of withdrawal from the contract because of defective goods, the consumer is also entitled to reimbursement of this withdrawal.

After processing legitimate claims the warranty period is extended for the duration of the claim. In case of unjustified complaint the warranty period is not extended. If the complaint goods within the statutory warranty period settled by exchanging the goods for new ones, the warranty period starts anew from the date of the complaint. The duration of complaints is counted from the day following a complaint to the date of settlement of the claim, that is the time when the Buyer is obliged to accept. About processing is customer informed by e-mail that stated at the time of purchase.

After settling the claim TOBEINCO s.r.o. warns of the Buyer by phone or e-mail. If the goods were sent by courier, will be processing automatically sent to the buyer’s address.

The buyer is obliged to take the complaint without undue delay, within 30 days from the day he was informed about its execution, this time limit can not expire earlier than 60 days from the filing of the complaint.

If the complaint is not taken by the buyer no later than the last day of the deadline, the seller will be charged after the lapse of a storage for storing goods in the amount of CZK 50,- for each day of delay.

If the buyer does not collect the goods from the Customer’s claim within 6 months from the date when he was informed of the outcome reserves TOBEINCO s.r.o. right goods sold and the proceeds used to pay storage charges.

V. Final provisions

This Complaints procedure is valid from 01/09 2016 and invalidates previous Complaints procedures.

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