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Returns Policy

General Provisions

1. This Returns Policy describes common business cooperation between Buyer and the company Sunnysoft, s.r.o. (hereinafter the “Seller”). By accepting goods from the Seller, the Buyer agrees with the Returns Policy outlined below. Should the goods not be taken over or delivered to the Buyer personally, the moment of handing the goods over to the first carrier is understood as the goods delivery.

2. This Returns Policy is document outlining basic warranty terms and rules for returning goods or correcting services provided by the Seller. It further outlines the relationships and rules for repair of goods under warranty and after the warranty expiry date.

3. As document of warranty (warranty certificate), the Seller will issue for each item purchased bill of sale including all the necessary data for making a warranty claim (name of the item, unit price, number of items, serial number…).

4. This Returns Policy respects the applicable laws of the Czech Republic, in particular Commercial Code, Civil Code and Law on Consumer Protection.

Length of warranty

1. Warranty period begins when the Buyer recieves goods delivery, i.e., the day listed on the warranty certificate. The legal warranty period is generally 24 months. The Seller may extend this warranty period.

2. For auxiliary materials (inked ribbons, toner, nozzle heads, batteries, etc.) there is a limited warranty of six months (only for functional flaws), and only when materials are used as part of the whole for which a longer warranty applies.

3. During legal warranty period, claims are governed by Civil Code No.40/1964 Coll., Sections 619-627, with consideration to this Returns Policy. For extended warranty periods, claims are governed exclusively by this Returns Policy.

Terms of warranty

1. The Buyer is obliged to arrange for inspection of the goods as soon as possible after its delivery and is obliged to inform the Seller about all flaws thereby discovered untill the next day. If the Buyer does not do this, he may pursue claims for flaws discovered during such inspection only if he can prove the flaws existed prior to delivery. For later claims the flaw will be considered mechanical damage caused by the Buyer and will be automatically refused.

2. When using shipping services or public transport the claims for products damaged during shipping shall be governed by the shipper’s Complaints Policy and the appropriate regulations of Civil or Commercial Codes. Damages so caused shall not be claimed from the Seller.

3. The Buyer has the right to make warranty claims only for goods with recorded flaws which are under warranty and which were purchased from the Seller.

4. The place for warranty claims is Sunnysoft, s.r.o. – support, Jeseniova 47, Praha 3, 130 00. For goods for which there are authorized service providers on the territory of Czech Republic (pocket computers, printers, laptops…) the Buyer shall claim warranty directly from the authorized service centre or at the Seller’s location.

5. The Buyer shall send the flawed goods for warranty to the address of the business premises through a shipping service – at his own expense. The package must be visibly marked “REKLAMACE” and contain: the goods being claimed under warranty,the copy of the bill of sale, a detailed description of the flaw, and sufficient contact information for the Buyer (return address, telephone number). Goods sent at the expense of the Seller will not be accepted! Return shipping (after processing of authorized warranty claim) will be paid by the Seller. Should the claim be unauthorized, the Buyer will be charged a handling fee per updated price list and the goods will be sent back to the Buyer to the address given by him and at his expense and liability.

6. The Seller is not liable for defects about which the Buyer was warned at the time the purchase agreement was concluded.

7. If the item is used, the Seller is not responsible for flaws corresponding to the degree of use or wear and tear of the item prior to its being taken over by the Buyer.

8. The Buyer is obliged to prove validity of warranty by submitting the bill of sale, and if the goods had been previously claimed under warranty, he must also submit that previous warranty claim. The serial numbers on the bill of sale (or warranty claim) must be the same as on the product (provided it has a serial number).

9. The Seller does not guarantee the full compatibility of the components sold with any other components not approved by the Seller’s staff, nor with software applications the operability of which were not explicitly requested by the Buyer in his written purchase order.

10. The warranty does not apply to damages arising by the use of incorrect or flawed programming equipment or incorrect auxiliary materials, neither to any subsequent damages resulting from such use.

11. The Seller does not guarantee the full functionality of software applications in versions which are not appropriate (have not been created) for the operating system ordered. The Seller bears no liability for any eventual problems caused by the limited functionality of applications which do not meet this requirement.

12. The warranty does not apply to defects caused by poor service, inexpert or inappropriate treatment, use, or installation which are in contravention of the user’s manual, or the deleterious effects of connecting to an electricity supply. The warranty also does not apply to equipment damaged by excessive mechanical wear and tear.

13. The warranty does not apply to wear and tear of the item caused by other than normal use. For items sold at a reduced price, the warranty does not apply to the flaws due to which the reduced price was negotiated.

14. The warranty does not apply to goods with damaged protective seals, information labels, serial numbers, etc.

15. Furthermore, the warranty does not apply to defects caused by:

  • mechanical damage to the goods
  • electrical overload (visibly burned components or circuit board)
  • use of the goods under conditions which do not correspond to those of an office environment due to temperature, dustiness, humidity, chemical or mechanical influences (this does not apply to equipment designed for work in precisely such conditions)
  • inexpert installation, handling, service, or failure to care for the goods
  • damage to the goods in whole or in part by a computer virus
  • a flaw connected only with software for which the customer is not able to prove he is a legal user, or through the use of unauthorized software and auxiliary materials
  • damage to the goods through excessive load, overuse or use in contravention of the conditions listed in the documentation or of general principles
  • performance of unqualified intervention or modification of parameters
  • goods modified by the customer (painted, bent, etc.)
  • incorrectly performed upgrade of the bios or firmware
  • damage to the goods by natural elements or force majeure

16. Should the goods concerned be software, the warranty covers only the physical legibility of the software medium (the medium must not be scratched, etc.). At the moment the means of protection are removed (wrapping, seal, opening envelopes, etc.) the Buyer becomes an authorized user of the software product and accepts the licensing terms of the software producer.

17. A request to re-register software related to the ID of a piece of equipment may only be claimed on the basis of theft of said equipment or a change to the main circuit board of said equipment (both must be documented either by a police report or a service protocol). Re-registration of software may not be claimed when changing equipment or due to equipment loss.

18. The warranty applies to material flaws, functional flaws, and flaws caused during the production, assembly, or installation of the goods performed by the Seller’s staff.

19. Goods delivered for warranty claim will be tested only for the defect listed in writing by the Buyer (on the claim form in the attached document with the description of the defect). The Seller may charge the Buyer for the labor of the technician should the description of the defect be insufficient.

20. Should the technician ascertain that the cause of the problems is not the product itself under warranty (e.g., a computer), but the incorrect installation of software (operating system, antivirus programs...), and if the data has been damaged through the incorrect behavior of some application (games, viruses...), or if the data was damaged by the Buyer or a third party, the Buyer will be charged for the technician’s labor in ascertaining this state of affairs and any eventual return of the item to a functional state.

21. When handing over for repair any computer system or equipment on which data is stored, it is the responsibility of the Buyer to secure the creation of the corresponding backup of all necessary data and prevent its possible misuse or damage. The Seller is not liable for any eventual loss of, damage to, or misuse of data stored in the data storage equipment within the computer system.

22. Data storage equipment is equipment the vulnerability of which is an objective phenomenon due to the random nature of the occurrence of errors. The Seller hereby warns the Buyer of the above fact and recommends instituting the systematic backup of users’ data on an appropriate medium (CD, DVD, ZIP ...).

Method of handling warranty claims

1. If the flaw can be addressed, the goods will either be repaired or exchanged for new one. The Seller is authorized to give the Buyer goods with the same or similar form of user features in exchange for the flawed goods, either from the same manufacturer or from another one. Should neither exchange nor repair be possible and should the nature of the flaw not prevent normal use, the Seller can agree with the Buyer on an appropriate reduction in the purchase price of the goods. (When such a reduction is made, the flaw cannot be subsequently claimed under warranty). In the event of the impossibility of a warranty claim being performed under the options listed above, the Buyer will be issued a credit.

2. Should it be impossible to repair the defect and should the defect prevent the proper use of the item (i.e., its use as if there were no defect), the Seller will exchange the defective goods for goods with the same or similar user features from either the same manufacturer or another one, or issue a credit.

3. The return of goods under warranty will be processed by the Seller without unnecessary delay and by a maximum of 30 days from the date the Buyer makes the warranty claim.

4. After an authorized claim is processed, the warranty period shall be extended by the time it took to process the claim. The warranty period is not extended in cases of unauthorized claims. If the return of the goods was processed by exchanging the goods for new ones within the legal warranty period, the warranty period starts over again from the date the claim was settled. If the claim was settled by exchanging the goods, the next eventual claim shall be considered the first claim for those goods.

5. (The warranty claim period begins on the day following the receipt of the item by the Seller until the day the claim is settled. It does not last until the day the customer retrieves the item!)

6. After processing the claim the Seller informs the Buyer by telephone, by SMS, or by e-mail that the claim has been settled. If the goods were originally sent by a shipping service, they will be automatically sent back to the Buyer’s address once the claim is settled. If for any reason whatsoever it should occur that you do not receive an SMS or e-mail within the one-month processing period established by law, contact our service department (see contacts) or stop by in person. Your claim will be settled and ready for pickup.

Repairs outside the warranty period

1. The Seller provides repairs outside the warranty period at its service centers.

2. The Buyer may deliver the defective goods for return in person or send them through a shipping service – at his own expense – to the address of the business premises. The package must be visibly marked “REKLAMACE” and contain: the goods returned, a detailed description of the flaws, and sufficient contact information for the Buyer (return address, telephone number). Goods sent at the Seller’s expense will not be accepted! Return shipping (after processing of an authorized claim) shall be at the Buyer’s expense.

3. Goods delivered for return will be tested only for the flaw described in writing by the Buyer (on the return form in the attached document describing the flaw). The Seller may bill the Buyer for the technician’s labor should the description of the flaw be insufficient.

4. The service centre will bill the Buyer for the work performed and the replacement of parts on the basis of the service center’s valid price list or on the basis of mutual agreement should the nature of the repair not be covered by the applicable price list.

5.After processing the repair, the service centre will call on the Buyer to come for the goods or will send them back through the usual shipping service at the Buyer’s expense and liability.

Repairs price list

1. In the event of an unauthorized return, the Buyer shall be billed for all costs connected with the testing and repair of the goods in the amount of CZK 400 + VAT at least.

2. For repairs outside the warranty period the hourly rate shall be billed in the amount of CZK 200 + VAT. An hour shall be considered to have been spent should the first 15 minutes of that hour have elapsed.

Concluding provisions

1. This Returns Policy is effective as of 1.1.2004.

2. The Seller retains the right to change this Returns Policy without warning.

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