Complaint

COMPLAINT PROCEDURE

The complaint procedure serves to resolve the relationship between the seller, KMITEX s.r.o., and the customer in the event that any defects appear on goods purchased in this store. This procedure specifies the rights and obligations of the seller (KMITEX s.r.o.) and the buyer (customer).

General conditions

The usual time frame for resolving a complaint is up to 30 days from the date of receipt. The date of receipt refers to the date when the complaint is received at the central warehouse. If the goods are sent to a different branch, delays in processing may occur. The address for sending complaints is:

KMITEX s.r.o., Pivovarská 97, 273 42 Stehelčeves, Czech republic Goods should be sent exclusively to the address provided above.

If the customer detects a defect in the delivered goods or its incompleteness (e.g., incorrect type, quantity, etc.) before using it, they must inform KMITEX s.r.o.’s sales department as soon as possible, but no later than 3 working days from the date of receipt of the goods. If not reported within this period, the complaint will not be accepted.

The buyer is obligated to inspect the goods immediately upon receipt. If there is visible damage to the packaging, the buyer must check the condition of the goods and, if damaged, make a record of the damage in the presence of the carrier. The carrier is responsible for any damage during transportation, and all goods are insured. Based on the damage record, the customer will be provided with a reasonable discount or a new product after the damage claim with the carrier is concluded. By signing the delivery note, the buyer confirms receipt of the goods in undamaged condition due to the carrier's fault. Late complaints due to damage caused by transportation will not be considered and will be rejected. The warranty does not cover normal wear and tear of the product (or its parts) caused by use. A shorter lifespan of the product cannot be considered a defect and cannot be claimed.

The warranty period for all persons using the product for business or trade purposes is not defined by the Civil Code but is determined by the supplier of the goods. For regular use, the warranty period is set to 2 years. If the complained goods are not personally handed over to the seller, the buyer is responsible for transportation and any potential damage during it. The complained goods should be transported using only the original packaging. However, even in case of damage, the buyer bears full responsibility, and the damaged goods will be returned at the buyer’s expense, as complaints based on mechanical damage are not accepted. The shipment should be insured.

Complaint rejection

A complaint may be rejected for the following reasons:

• The product shows signs of physical damage. Even if the claimed defect is not related to the damage, the complaint will not be accepted.
• The product has a serial number or other marking (which may be attached or indicated with a sticker).
• The product was used in an inappropriate environment or for another purpose. A humid environment that may damage electronics unless the product is specifically designed for such an environment (such products are marked with an IP protection rating).
• The measuring instrument shows signs of excessive wear.
• A complaint about the measuring instrument due to inaccuracies found during calibration. The supplier is only responsible for calibrations if they are provided by KMITEX s.r.o., as the goods undergo pre-calibration preparation at the supplier’s workshops! During transport and subsequent storage, the measuring instrument may be damaged, leading to inaccuracies. For this reason, it is better to perform the calibration directly with us, as the supplier is only responsible for calibrations if they are supplied by KMITEX s.r.o., due to pre-calibration preparation at the supplier's workshops! This way, you can avoid paying for calibration on an instrument that does not meet standards and the subsequent costs for a complaint.

Complaint Procedure

When filing a complaint, follow these steps:

• Fill out or use your own complaint form, specifying the product type, catalog number, serial number, sales receipt number, and description of the defect. The purchase receipt number is especially important. Without this number, the complaint may be rejected due to unverifiable product age.
• Send the product to the designated address along with the complaint form.
• The product must be sent in its original packaging or appropriate shipping packaging. Our company is not responsible for any damage during transport to the central warehouse. Please note: Even with personal delivery of the complaint, the product must be handed over in its original packaging or suitable packaging ensuring safe transport.

If the defect appears upon the first use of the product, but no later than 3 days from the sale, the seller will resolve the complaint by exchanging it for a defect-free piece under the following conditions:

• The product is visibly unused, and it is clear that the defect was not caused by the buyer.
• The complaint was reported in advance using the complaint form.
• The product is from our company (otherwise exchange is not possible).