Complaints Procedure

WHAT WE ARE LIABLE FOR

We are liable to you for the product being free of defects when you take delivery of it. This means that when you take delivery, we are liable in particular for the following:

• The product matches the description we gave for it.
• The product is of the correct quantity, measure or weight.
• The product is fit for the purpose we state for it, or for the purpose such a product is normally used for.
• The product has the qualities usual in similar products that you can reasonably expect, taking into account any advertising and any statement we made.
• The product matches the agreed sample or model in quality and design, where we set the quality or design by reference to such a sample or model.
• The product complies with the requirements of the law.
• We are also liable for a defect caused by incorrect assembly, where we carry out the assembly.

WHAT WE ARE NOT LIABLE FOR

• Wear and tear from normal use of the product (for example, partial fading of its colours).
• Defects you knew about or that you caused yourself.
• Where a product was sold at a reduced price, the defect for which the price was reduced. We remain liable for the product's other defects.
• Differences between colour shades in reality and on a monitor or display; such a difference is not a defect.
• Obstacles caused by force majeure.

Instructions for use. Before installing or using the product you must read the instructions for use and then follow them. If you do not, you risk damaging the product by using or installing it incorrectly, and you will not be able to claim for a defect you caused that way.

Use and installation of the product. Nor will you have rights in respect of a defect if you use the product contrary to our recommendations, the technical manual, the instructions or other documentation.

THE CLAIMS PROCEDURE FOR CONSUMERS

Consumer. This section applies only to consumers — that is, to someone who concluded the Contract with us outside the scope of their trade, business, craft or profession.

Time limits. You can exercise your rights in respect of a defect within twenty-four months of taking delivery of the product. If a defect becomes apparent within one year of delivery, it is presumed to have existed at delivery, so you do not have to prove that it did.

Telling us about a defect. To benefit from these rights, please tell us about the defect on a durable medium (an e-mail is enough) within two months of noticing it.

Making a claim. A claim must contain at least a description of the defects and the remedy you are asking for. You can make a claim by e-mail to [email protected] or in writing to Amplla a.s., Poličská 1823, 539 01 Hlinsko, Czech Republic.

Returning the product. Please send us the product for assessment complete — as you received it from us — if possible including the original box and packaging, ideally via the Smartex service.

Repair or replacement. If the product has a defect, you may choose between:

• free repair of the defect, or
• free replacement of the product, or of the defective part, with one free of the defect.

We may refuse the option you chose only if it is impossible, or if — compared with the other option — it would cost us a disproportionate amount, taking into account the value the product would have without the defect, how serious the defect is, and whether the other option could be provided without significant inconvenience to you. We will carry it out within a reasonable time of you telling us about the defect and without causing you significant inconvenience, given the kind of product it is and what you need it for. If we replace the product, we collect the replaced item from you at our own expense, and you do not have to pay us for any normal use you got out of it before the replacement.

A price reduction or ending the Contract. You may ask for a proportionate reduction in the purchase price, or withdraw from the Contract, once any of the following applies:

• we have not carried out the repair or replacement, or have not carried it out free of charge, within a reasonable time and without significant inconvenience to you,
• we have refused to repair or replace the product,
• the defect reappears even though we have already tried to fix it,
• the defect is serious enough to justify an immediate price reduction or withdrawal, without giving us a chance to repair or replace the product first, or
• it is already clear — including because we have told you so — that we will not fix the defect within a reasonable time or without significant inconvenience to you.

The price reduction is proportionate to how much less the defective product is worth compared with a product without the defect. You may not withdraw from the Contract if the defect is only minor; if this is disputed, it is up to us to prove that the defect is minor. Until we have settled your claim, you may withhold payment of any part of the purchase price you have not yet paid us.

If you withdraw from the Contract, please send the product back to us; we cover the cost of returning it, and we will refund the price you paid once we receive the product back, or proof that you have sent it back.

Settling the claim. We will settle your claim without undue delay. Where we are repairing or replacing the product, we will do so within a reasonable time of you telling us about the defect, as described above, and without causing you significant inconvenience.

Confirmation. Once the claim procedure has ended, we will send you electronic confirmation of the date on which, and the way in which, your claim was settled.

Briefly and clearly: you can claim for a defective product within 24 months of taking delivery, and for the first year you do not have to prove the defect was there from the start. Tell us about a defect within two months of noticing it. Send your claim to [email protected]. We will normally repair or replace the product within a reasonable time; if that does not put things right, you can ask for a lower price or end the Contract instead.