Claim procedure

  • To file a claim, you must send specific order information to [email protected]
  • If the form is properly filled in and sent, we will let you know about further steps.

Complaints are handled in most cases by sending new goods. The Buyer shall be notified by e-mail about the shipment of new goods. The delivery time of the new goods is the same as the order - it is stated for each product.

Do not send us the goods for the complaint before filling out the complaint form. In most cases, we do not require the return of goods. If we require a return, we will send you an email address.

If the claimed goods cannot be repaired, or the same new product is not in stock at our Suppliers, we will notify the customer with an offer of similar goods. In the event of disagreement, we refund the customer's account.

Complaints Procedure

Complaints procedure of the internet shop 69smart.com operated by Tyche Technologies Ltd (hereinafter referred to as the “Provider”)

1. General provisions

These Complaints Rules govern the rights and obligations between the Seller (hereinafter also referred to as the "Supplier") on the one hand and the buyers on the other. This Complaints Procedure governs different rights and obligations for buyers who act in relations with the seller as buyer consumers (hereinafter referred to as the "buyer consumer"), where the buyer is defined by § 419 of Act no. 89/2012 Coll. Civil Code, as amended (hereinafter referred to as the “Civil Code”) and differently for individuals or legal entities doing business under the Trade Licensing Act or other special law or state institutions and organizations (hereinafter referred to as the “Buying Entrepreneur”) who act in relations with the Seller their business or other business activities, where the different rights and obligations of the two buyers are regulated and differentiated below as the rights and obligations of the "consumer buyer" and the rights and obligations of the "buyer of the entrepreneur". If these terms and conditions of the Complaint Procedure regulate some rights together and consistently for both the consumer buyer and the business buyer, both the business buyer and the consumer buyer are consistently referred to as the "buyer". The difference in the regulation of the complaints procedure regarding some obligations and rights of business buyers from buyers of consumers is because the buyer entrepreneurs have legal relationships with the seller based on business terms buyer consumers have legal relationships established with the seller z.č. 89/2012 Coll. and z.č. 634/1992 Coll. and related legal regulations, which entails different rights and obligations within the Complaints Procedure, as claims from the complaint are governed by the main obligation and its legal regulation.

The complaint of the consumer buyer is handled in accordance with the Civil Code.

The complaint procedure of the consumer buyer shall be governed by this complaint procedure, the Civil Code (especially the special provisions governing the rights of the consumer buyer from defective performance) and Act No. 634/1992 Coll. on consumer protection and related legislation.

When dealing with a complaint from a business buyer, the complaint is handled in accordance with this complaint procedure and the Civil Code.

The warranty applies to goods purchased through the online store 69smart.com and whose complaint was made during the warranty period. For each item purchased through this shopping gallery, the Buyer has a proof of purchase in the My Account section, which also serves as a warranty and delivery note. When claiming a product defect by the Buyer Provider is not required to send proof of purchase.

2. Conflict with the purchase contract and delivery of damaged goods

If the buyer finds any damage to the delivered goods, any difference between the tax document, which also serves as a delivery and warranty card and the goods actually delivered (in type or quantity), we strongly recommend immediately (preferably within 24 hours) contact the Provider through customer service removed. The buyer may be asked to take a picture of the delivered shipment. The claims of the consumer buyer are dealt with § 2158 - 2174 of the Civil Code. In the case of a consumer buyer, a discrepancy with the purchase contract which appeared within 6 months of the date of receipt of the goods is considered to exist already upon receipt thereof, unless the buyer was demonstrably aware of the discrepancy at the time of receipt of the goods. In such a case, the purchaser of the consumer has the right of choice to remedy the removable defect by warranty repair or replacement of the item for a faultless one. If this is not possible, the buyer has the right to a reasonable discount on the price or to withdraw from the contract.

3. Warranty Terms

The warranty period is 24 months with the exceptions mentioned in item 5. The warranty period starts on the day of receipt of the goods. The seller or an employee authorized by the seller decides the claim immediately, in complex cases within three working days. This period does not include a reasonable time depending on the type of product or service required for expert assessment of the defect. Complaints, including the removal of defects, must be settled without undue delay, no later than 30 days from the date of claim, if

4. Warranty void

The guarantee cannot be applied in whole or in part in the following cases:

  • expiry of the warranty period
  • mechanical damage, improper installation, improper handling or
  • operation, neglect of routine care use of the goods in conditions which do not correspond to their environmental parameters or other parameters specified by the manufacturer
  • the goods were damaged by elements or by a power failure
  • the goods have been damaged by excessive loading or use contrary to the conditions stated in the documentation
  • hygienic reasons

5. Goods with a service life of less than 24 months

All consumer goods are guaranteed for 24 months. If the goods have a lifetime shorter than 24 months, the complaint after the end of the service life can be rejected for this reason.

6. Procedure for filing and handling complaints

The complaint is provided and settled by the Service Provider Tyche Technologies Ltd. The Buyer shall deliver the claimed goods to the Provider's address by post or courier at his / her own expense and risk, which shall be sent to the Provider after the successful creation of the claim slip. The Buyer shall send the goods to the Provider at the address in the Czech Republic. The procedure for initiating the complaint procedure will be immediately after receiving the goods you wish to claim.

We recommend to deliver the goods for complaint including manuals, documents, cables, CDs and other accessories and if possible (but not obligatory) in the original or replacement packaging. An employee of the Complaints Department assesses the claimed defect and decides on the merits of the complaint immediately, if possible. The Buyer will be informed about the claim process through a claim slip.

If the Provider finds out in the assessment of the claimed defect that the complaint is not justified, it shall notify the Buyer of this fact without undue delay, but not later than within 30 days of the complaint. The purchaser of the consumer has the right to reimbursement of the necessary costs incurred in connection with the exercise of rights arising from liability for defects. The complaint is usually solved by sending new goods from the Supplier.

The 30-day period for settling the claim begins on the day following the claim by the buyer. The time period specified by day starts on the day following the event that is decisive for its start. If the last day of the period falls on a Saturday, Sunday or public holiday, the last day of the period shall be the next working day.

Defects that cause minor breach of contract

In the case of a defect that causes an insignificant breach of contract, the Buyer has the right to remove the defect free of charge. Unless it is disproportionate in the case of a defect in the claimed goods, which is otherwise removable due to its nature, the buyer has the right to exchange the goods or if such defect concerns only a part of the thing, the replacement of the part. If such a procedure is not possible, the buyer may request a reasonable discount.

Exchange of goods

Claims for defects of goods that are at the Supplier's store are made by replacement of goods. If the goods are not in stock on the day of claim, the Buyer Consumer may agree with the Provider on a later date of delivery of the replacement goods. The exchanged goods are sent to the Buyer at the expense of the Provider. Upon agreement with the consumer, it is possible (provided that the claimed goods of a certain producer is no longer manufactured or is unavailable in the long term) and exchange for goods of another producer than the claimed goods having identical or better parameters than the claimed goods and fulfilling the same function with the same or better parameters.

If the defect cannot be removed free of charge or the goods can be replaced, the buyer may request a reasonable discount from the price.

The Buyer also has the right to exchange the goods in the case of removable defects, but the Buyer cannot properly use the goods for repeated occurrence of the defect after repair or for a larger number of defects. Larger occurrence of a defect is understood to mean 3. a legitimate and recognized claim of the same kind, or a fourth legitimate and recognized claim of various kinds, or an authorized and recognized claim of 3 material defects at the same time.

The buyer of the product has the right to exchange the item in case of a higher number of removable defects.

Defects that cause substantial breach of contract

If it is a defect that causes a substantial breach of the contract and prevents the use of the goods as goods without defects, the buyer has the right to exchange the goods for new ones. Alternatively, the buyer has the right to claim a reasonable discount. If it is an irremovable defect that does not prevent the use of the goods and the buyer does not require its replacement, he is entitled to a reasonable discount on the price of the goods.

Complaints including the removal of defects must be settled within 30 calendar days, unless a longer period is agreed with the consumer.

7. Complaints about goods damaged by transport

The buyer is entitled to refuse to take over the goods from the carrier, which is obviously damaged, or if the shipping packaging is obviously damaged, which gives reason to believe that the goods inside are damaged (even if the carton shows that it has been exposed to the weather or water). Therefore, please pay special attention to the condition of the shipment, namely the cardboard surface, the protective tape and any, even minor breakages and cracks. Especially if the packaging is torn, it is a signal that the goods may not be in order. In the event of apparent external damage to the consignment, the Buyer is obliged to write a damage record with the delivery person, otherwise the later complaint need not be taken into account.

In case the Buyer discovers physical damage of the goods after opening the package, which may be damaged by transport, it shall be notified to the Provider without undue delay, who shall inform the Buyer about further steps. Upon delivery of damaged goods, the buyer is entitled to the delivery of new goods.

The buyer is entitled to refuse to take over the goods from the carrier, which is obviously damaged, or if the shipping packaging is obviously damaged, which gives reason to believe that the goods inside are damaged (even if the carton shows that it has been exposed to the weather or water). Therefore, please pay special attention to the condition of the shipment, namely the cardboard surface, the protective tape and any, even minor breakages and cracks. Especially if the packaging is torn, it is a signal that the goods may not be in order. In the event of apparent external damage to the consignment, the Buyer is obliged to write a damage record with the delivery person, otherwise the later complaint need not be taken into account.

If the Buyer discovers physical damage of the goods after opening the package, which may be damaged by transport, it shall be notified without undue delay to the Provider, who shall inform the Buyer of further action. Upon delivery of damaged goods, the buyer is entitled to the delivery of new goods.

8. Final provisions

The seller is not in any way responsible for the loss of data contained in the claimed goods, when the buyer is advised to adequately back up the goods claimed.