email: reklamacia@itzoo.sk
phone: +421 903 660 007

I. General provisions

1. The Complaints Procedure regulates the rights and obligations between the buyer, who is a consumer within the meaning of the applicable legal regulations, and EPC Global Solutions Slovakia, s. r. o., with its registered office at Einsteinova 23, 851 01 Bratislava, Company ID: 46 817 085, registered in the Commercial Register of the District Court Bratislava I, Section: Sro, Insert No.: 84425/B, Tax ID: 2023609324, VAT ID: SK2023609324 (hereinafter referred to as the “seller”) when exercising claims arising from defects in goods. If the buyer is a business entity, the relationship between the buyer and the seller is governed by the Commercial Code, as amended. By submitting an order, the buyer confirms that they have familiarised themselves with the General Terms and Conditions and this Complaints Procedure, agree with their provisions, and undertake to follow them in all relations with the seller.

II. Warranty period

1. The warranty period begins on the day the buyer receives the goods. If this day cannot be determined, the warranty period begins on the day the purchase price of the goods is paid. The seller is liable for defects that the sold item has upon receipt by the buyer and for defects that occur on the product and are claimed by the buyer during the warranty period in accordance with this Complaints Procedure and the General Terms and Conditions. The buyer is obliged to report obvious defects immediately after discovering them, or after they should and could have discovered them with due care. In accordance with applicable legal regulations, the seller is obliged to provide a 12-month warranty period for the goods sold. The 12-month warranty does not apply to goods classified as category (GRADE) A – for this category, a 24-month warranty has applied from 1 May 2020 until further notice.

2. Rights arising from liability for defects in goods expire if they have not been exercised within 12 months from the day the buyer received the goods. This period will be stated by the seller on the proof of purchase. Rights and liability for defects in goods classified as category (GRADE) A expire if they have not been exercised within 24 months from the day the buyer received the goods. This period will be stated by the seller on the proof of purchase.

3. Rights arising from liability for defects in items that spoil quickly must be exercised no later than the day following the purchase; otherwise, these rights expire.

III. Warranty conditions

1. The buyer is obliged to check the condition of the goods/parcel immediately upon receipt from the shipping company, including the number of packages, the integrity of the tape with the company logo, and any damage to the packaging, according to the attached shipping document. The buyer must refuse to accept an incomplete or damaged shipment, for example if the number of packages does not match or the packages are damaged, and must immediately inform the seller about the refusal. If the buyer accepts an obviously damaged or incomplete shipment from the carrier and confirms correct delivery with their signature, it is not possible to file a complaint afterwards. The seller makes every effort to ensure professional and flawless delivery of goods. However, if defective delivery occurs and it is an obvious defect, after the buyer confirms flawless delivery of the goods, the seller’s options in relation to the carriers are significantly limited. Nevertheless, the seller will make an effort to resolve such a complaint, therefore it is necessary to contact the seller without undue delay by sending an email to reklamacia@itzoo.sk.

2. If the buyer submits a complaint properly and within the warranty period, the seller will handle the complaint in accordance with this Complaints Procedure and applicable legal regulations. The place for submitting a complaint is the address of the seller’s premises: EPC Global Solutions Slovakia, s. r. o., Gogoľova 18, 851 01 Bratislava.

3. The buyer may send the defective or claimed goods for complaint assessment by courier service or deliver them personally to the address of the premises (the buyer must choose a courier service that delivers the goods directly to the address of the premises; the seller does not collect parcels from the carrier and such parcels will likely be returned). The parcel must be visibly marked “COMPLAINT” and must include: the claimed goods, including complete accessories unless otherwise agreed with the seller by email or phone, a copy of the document confirming the conclusion of the purchase contract between the seller and the buyer in accordance with the General Terms and Conditions, and the warranty card if the product has a registered serial number, a detailed description of the defect, and sufficient contact details of the buyer, including return address and phone number. Goods sent at the seller’s expense will not be accepted. The shipping costs for sending the claimed goods are paid by the buyer. The costs of sending the goods back to the buyer after a justified complaint has been handled are paid by the seller.

4. The seller is not liable for defects of which the buyer was informed at the time of concluding the contract/order. In the case of used items, the seller is not liable for defects corresponding to the level of use or wear that the item had when received by the buyer.

5. The buyer proves the validity of the warranty by submitting the proof of purchase. If the goods have previously been claimed, the buyer must also submit the document from the previous complaint. The serial numbers on the acquisition document, either purchase or complaint document, must match the serial numbers on the claimed product, provided the product has a serial number.

6. The seller does not guarantee full compatibility of the sold products with other products or software applications.

7. The warranty does not cover defects caused by the use of incorrect or defective software, incorrect consumables, or any resulting damage. Furthermore, the warranty does not cover defects caused by incorrect operation, unprofessional or inappropriate use, use and installation contrary to the user manual, or damage caused by overvoltage in the power supply network. The warranty also does not cover damage to the device caused by excessive mechanical wear.

8. Before sale to the buyer, the seller equips certain types of goods with protective seals. These protective seals are intended to protect sensitive parts of the sold goods against unauthorised interference. Protective seals and serial numbers are an inseparable part of the goods and do not in any way restrict the buyer’s right to use and handle the goods normally. If the protective seal on goods equipped with such a seal by the seller shows signs of damage during a complaint, it will be presumed that an unauthorised intervention was carried out in the sensitive parts of the goods, and the complaint will therefore be rejected.

9. Furthermore, the warranty does not cover damage to goods:

9.1 caused by mechanical damage,
9.2 caused by electrical overvoltage, such as visibly burnt components or printed circuit boards,
9.3 if the goods were used in conditions that, in terms of temperature, dust, humidity, chemical and mechanical influences, were significantly different from standard conditions in which the goods are usually used, especially if the conditions differed from those specified by the manufacturer for the use of the goods,
9.4 caused by unprofessional installation, handling, operation, or neglect of care for the goods,
9.5 caused as a result of computer viruses or other malware,
9.6 if the defect appears only when using software that shows signs of an illegal copy and the buyer cannot prove its legal acquisition, or when using unsuitable consumables,
9.7 damaged by excessive load or by use contrary to the conditions stated in the documentation or general principles,
9.8 caused by an unqualified intervention or change of parameters,
9.9 modified by the customer, such as painting, bending, etc.,
9.10 caused by an incorrectly performed BIOS or firmware upgrade,
9.11 if the damage was caused by natural elements or force majeure.
10. If the goods are software, the warranty applies exclusively to the physical readability of the media; the media must not be scratched, etc. By removing protective elements such as foil, seals, opening the envelope, etc., the buyer becomes an authorised user of the software product and accepts the licence terms of the software manufacturer.

11. The warranty applies to material defects, functional defects, and defects arising during production, assembly, or installation of the goods by the seller’s employees, only for parts purchased from the seller.

12. For products sold at a lower price, the warranty does not apply to defects for which the lower price was agreed.

13. When handing over a computer system or data storage device for repair, the buyer is obliged to ensure that an appropriate backup of the necessary data has been created and to prevent possible misuse or damage to such data. The seller is not liable for any loss, damage, or misuse of data stored on data storage devices in a computer or other system.

IV. Method of handling complaints

1. If the defect can be removed, the goods will be repaired or exchanged for new goods. The seller is entitled to replace defective goods for the buyer with goods of the same or better useful properties, unless the parties agree otherwise. If neither replacement nor repair is possible and the nature of the defect does not prevent normal use, the seller and the buyer may agree on a reasonable discount from the price of the goods. In the case of a discount, this defect cannot be claimed later. If the seller does not remove the defect and does not replace the goods with identical goods without defects, the buyer is entitled to a refund of the money paid to the seller for the goods. The seller will also handle the complaint by refunding the buyer if the same defect occurs on the goods at least three times, i.e. the goods have already been claimed at least twice for the same reason.

2. The seller handles complaints without undue delay, but no later than within the deadlines set by the applicable legal regulations. After a justified complaint has been handled, the warranty period is extended by the duration of the complaint if the defect has been removed. In the case of replacement of the goods, a new 12-month warranty period begins, or a 24-month warranty period if the goods are classified as category (GRADE) A.

3. After the complaint has been handled, the seller will inform the buyer that the complaint has been resolved, either by phone, SMS, or email. If the buyer sent the goods for complaint assessment via a courier service, the seller will send the goods back to the buyer’s address by courier service as well.

V. Consumables

1. If the package contains or the purchase includes consumables such as cartridge, toner, print head, projector lamp, battery, AC power adapter, etc., their service life is 6 months unless expressly stated otherwise. Batteries, whether standalone or built into the goods, such as a laptop battery, are always excluded from the warranty.