Complaints Procedure

Complaints Procedure

This complaint procedure applies to all deliveries of products by Iceberg Comp s.r.o. its customers and is an integral part of every purchase contract concluded by Iceberg Comp s.r.o.

Validity: from 1/5/2023

Rights and obligations of the customer

Upon receipt, the customer is obliged to check the correctness, quantity and integrity of the packaging of the delivered goods and to immediately complain about obvious defects that can be detected in this way. The handling and storage of the removed goods must be in accordance with the manufacturer's instructions (instructions) and applicable regulations. Obvious product defects must be reported by the customer to the seller before they are incorporated into the construction and no later than 7 days from the date of delivery. Hidden defects must be claimed by the customer immediately after they are discovered, within the warranty period. The customer is obliged to make complaints in writing or in person. When making a claim, the customer is required to present an invoice, sales slip or warranty card. The customer must store the claimed goods separately until the decision on the claim is made or dispose of them in a different way according to the instructions of Iceberg Comp s.r.o., so that the condition of the claimed products can be objectively determined. In order to assess the claim, it is necessary to allow access to the claimed goods to Iceberg Comp s.r.o., the manufacturer's representatives and possibly independent assessors. Making a complaint does not affect the customer's obligation to pay the purchase price in the agreed amount and time.

Rights and obligations of Iceberg Comp s.r.o.

Iceberg Comp s.r.o. provide a guarantee for goods and products as specified in the contract or in the guarantee certificate, but at least to the extent required by applicable regulations. Liability of Iceberg Comp s.r.o. for damage is always limited to the value of the delivered goods. Iceberg Comp s.r.o. shall not be liable for any related consequential or indirect damages. Iceberg Comp s.r.o. is not responsible for damage and deterioration of the goods after taking over or allowing them to be handled (delivery), especially caused by the customer, his carrier, improper use or storage of the product, inappropriate handling, natural disaster, etc. Defects of the goods or the subject of the guarantee are minor deviations of the products that do not affect purpose of use (differences in color shades, uneven drying after rain, etc.).

Solutions complaint

The warranty period begins on the day the goods are handed over to the customer, in the case of agreed dispatch of the goods, from its delivery to the destination. Exceptions are products commissioned by Iceberg Comp s.r.o. commissioned by a third party. In that case, the warranty period begins to run from the day of commissioning, under the conditions of commissioning no later than three weeks from the date of delivery from Iceberg Comp s.r.o. and the provision of all necessary cooperation for this by the customer.

Any complaints must be resolved via the complaint form, which can be found at www.activepower.cz.

All employees of Iceberg Comp s.r.o. branches are obliged to register all claims, complaints or reservations of customers of Iceberg Comp s.r.o. (including qualitative, quantitative and material exchange claims). Each complaint is registered under a registration number, which is automatically generated after the relevant complaint has been entered into the central complaints database. The director of that branch is responsible for the proper management of the complaints system at each branch. The branch resolves complaints with the customer separately, in the case of a quantity complaint, material delivery deadline or replacement of material.

In the case of a qualitative failure of the material, the regional representative forwards the resolution of the complaint to the product manager. The day following the day of the claim is considered the day the complaint procedure begins. The total maximum duration of the complaint procedure is 30 calendar days. The day of termination is the day when the decision on how to resolve the complaint is delivered or sent to the customer.

The buyer - consumer has the right to an out-of-court settlement of a consumer dispute. The subject of out-of-court settlement of consumer disputes is the Czech Trade Inspection (website: www.coi.cz, e-mail: adr@coi.cz, website: https://adr.coi.cz).

The quality of the products is determined by the standards that are listed in the "Declaration of Product Conformity". The customer's legitimate claims will be resolved by a replacement delivery or by providing a discount on the goods in question. In the case of a replacement delivery, the customer returns the originally delivered goods, unless the parties agree otherwise.

In the event that this regulation does not provide otherwise, the provisions of the Civil Code apply. The provisions of the Civil Code or other regulations established to protect the consumer always apply to the customer of the consumer.