Warranty claim

If you wish to file a warranty claim, you can send an email to support@ledtrack.eu with subject "Warranty claim". Please include your order number, name and address in the email. Also describe the defect and indicate whether you are willing to use the simplified complaint procedure (which requires recording a video of the defect and uploading the file to our secure online storage). If you have questions about simplified complaint procedure, you can have a look at part 7.8. below, which is specifically about that.

Below is part of the business terms that refer to complaint of defects, which you can find in full HERE. 

Complaints of defects

7.1. Claim period. You can claim a defect that manifests within 2 years for new goods and within 1 year for used goods, from the date of receipt of the goods.

7.2. Our responsibility for goods defects. We are responsible for ensuring that the goods are free from defects upon receipt. Especially, we are responsible for ensuring that the goods

7.2.1. match the agreed description, type, and quantity, as well as quality, functionality and other agreed-upon properties,

7.2.2. are suitable for the purpose you require, if we have agreed to it,

7.2.3. are delivered with agreed-upon accessories and usage instructions, including assembly or installation guide.

7.3. Additionally, we are responsible for ensuring that, in addition to the agreed-upon properties, the goods meet the following requirements; this does not apply if we warned you before the contract was made that certain properties of the goods differ, and you agreed to it:

7.3.1. suitable for the purpose that goods of this type are usually used for, even considering third-party rights, legal regulations, technical standards, or industry codes of conduct, if there are no technical standards,

7.3.2. in quantity, quality, and other properties, including lifespan, functionality, compatibility, and safety, meet the usual properties of goods of the same type that you can reasonably expect, even considering any public statements made by us or another person in the same contractual chain, especially in advertising or labeling; we are not bound by public statements if we were not aware of them or if they were modified in a comparable manner to how they were made at the time the contract was made, or could not have influenced the purchase decision,

7.3.3. are delivered with accessories, including packaging, assembly instructions, and other usage instructions that you can reasonably expect, and

7.3.4. match in quality or execution the sample or model that we provided you with before the contract was made.

7.4. Limitation of liability. We are not responsible to you

7.4.1. for wear and tear of the goods corresponding to the extent of their previous use,

7.4.2. for used goods for a defect corresponding to the extent of use or wear and tear, which the goods had upon receipt,

7.4.3. for consumable goods with a marked minimum durability period and for perishable goods with a marked period of usability, for the unusability of the goods after the expiry of the marked period,

7.4.4. if you caused the defect yourself.

7.5. Time for exercising the right. You are obligated to inspect the goods as soon as possible and verify their properties and quantity. Exercise your right of liability for defects with us as soon as possible after you are able to detect the defects, and within the complaint period. If a defect appears within one year from acceptance, the goods are presumed to have been defective already at the time of acceptance, unless the nature of the goods or the defect excludes this.

7.6. Right to rectify defects. If the goods have a defect, you have the right to free rectification of the defect, either by delivering new goods without defects or by repairing the goods. You do not have the right to choose the method of rectifying the defect if the method you choose is impossible or disproportionately expensive compared to the other method.

7.7. Right to a reasonable discount and withdrawal from the contract. If we refuse to rectify the defect or do not rectify it, or if the defect reoccurs, or is a significant breach of the contract, or if it is apparent from our statement or circumstances that the defect will not be rectified in a reasonable time or without significant inconvenience for you, you may request a reasonable discount or withdraw from the contract. You do not have the right to withdraw from the contract if the defect is insignificant.

7.8. Simplified complaint procedure without returning the goods. For your convenience, we offer the option to exercise your right of liability for defects through a simplified procedure that does not require you to physically return the goods to us. This procedure works as follows:

7.8.1. you submit the complaint by sending an email to support@ledtrack.eu with subject "Warranty claim",

7.8.2. you provide us with photographic or video documentation of the defect,

7.8.3. based on the documentation, we will assess the complaint; if we find it justified, we will send you instructions for rendering the goods unusable and for taking photographic or video documentation of such action,

7.8.4. upon receipt of the documentation confirming that the goods have been rendered unusable, the complaint will be resolved in the agreed manner, typically by delivering new goods free of defects.

The use of this procedure is voluntary and requires your cooperation. If you do not wish to use it or if we cannot agree on its use, you may always file a complaint in the standard manner pursuant to the following provisions of these terms and conditions. Your statutory rights of liability for defects shall not be affected.

7.9. Standard complaint procedure with return of the goods. If you want to exercise your right of liability for defects and do not wish to use the simplified procedure, you can do so best by sending us an email with your complaint to support@ledtrack.eu with subject "Warranty claim" and description of the issue, your name and order number and then shipping the goods to a pickup point (Packeta, DPD, PPL) at Biskupcova 1591/34, 130 00 Praha, Czechia, or by shipping them directly to the address Biskupcova 1591/34, 130 00 Praha, Czechia. Contact details will be provided to you by email after you notify us of your complaint.

7.10. Requirements for making a claim. The goods must be returned to us in a condition that allows the assessment of the legitimacy of the claim, especially it is not possible to return the goods excessively dirty. When making a claim, it is necessary:

7.10.1. to prove that the goods were purchased from us,

7.10.2. to state what defect you are claiming and how you wish the claim to be handled. The desired method of claim handling cannot be changed subsequently without our consent.

7.11. Handling of the claim. Your claim will be handled within a reasonable time, no later than 30 days from the date the claim was made. You will be notified within this period about the handling of your claim, and the goods will be returned to you in the same manner as they were submitted during the claim process. If the claim is not handled on time, you have the right to withdraw from the contract or request a reasonable discount on the price. If your claim is recognized, the time for reporting defects and the presumption of a defect existing at the time of goods acceptance are extended by the period during which you cannot use the goods.

7.12. Reimbursement of the claim expenses. In case of a claim, you are entitled to reimbursement of necessary expenses that were reasonably incurred when exercising the right to claim goods defects. If the claim is rejected, we are entitled to reimbursement of the necessary costs incurred in returning your goods.

7.13. Claim confirmation. When exercising the right to claim goods defects, we will issue you written confirmation of when you exercised this right, what the claim involves, and what type of handling you request, as well as confirmation of the date and method of handling the claim, including confirmation of any repairs and their duration, or written justification for rejecting the claim.