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Complaints, service and returns

Complaints, service and returns


Complaints, service and returns
 

We do everything possible to ensure that you never have to visit this "COMPLAINTS AND RETURNS" page. However, should the need arise, here you will find the necessary information on how to proceed with a complaint or return (withdrawal from the purchase contract within the statutory period of 14 days).


 

Complaints

  1. Please write a covering letter with a description of the fault and contact details or fill out the complaint form (download here).
  2. Pack the goods together with the accessories and the cover letter carefully to avoid damage in transit.
  3. Send the package to the address provided:
    INTER-SAT LTD, org.
    Blučina 704
    664 56 Blučina

    For delivery you can use a carrier that will deliver the parcel directly to our address, for example Czech Post, DPD, PPL, GLS, GEIS, Toptrans, InTime, WEDO, ...
    In case you want to use delivery to the Z-box of the company Zásilkovna, it is necessary to provide the phone number of the recipient +420 734 440 766. Otherwise, it will not be possible to pick up the parcel and it will be returned to the sender.
     
  4. The service department will receive the package, carefully inspect the goods and evaluate whether or not it is a legitimate warranty claim.
  5. In the case of a legitimate warranty claim, the service department will repair or replace the item. In the case of an unjustified warranty claim or an out-of-warranty claim, the service department will contact you for consultation on how to proceed - make a paid repair/send a new piece/do not make a repair.
  6. The service department will send the claimed goods back to your address.
  7. If you wish to contact the service department by email, please email us at servis@inter-sat.cz


Withdrawal from the purchase contract within 14 days

  1. Write a covering letter stating that you wish to return the goods purchased via the e-shop within the legal period of 14 days. The letter should also contain your details and the account number to which you wish to return the money.
  2. Please send the package to the address provided:
    INTER-SAT LTD, org.
    Blučina 704
    664 56 Blučina

    For delivery you can use a carrier that will deliver the parcel directly to our address, for example Czech Post, DPD, PPL, GLS, GEIS, Toptrans, InTime, WEDO, ...
    In case you want to use delivery to the Z-box of the company Zásilkovna, it is necessary to provide the phone number of the recipient +420 734 440 766. Otherwise, it will not be possible to pick up the parcel and it will be returned to the sender.
     
  3. The service department will receive the package, carefully inspect the goods and determine whether the goods are complete and undamaged or whether they are incomplete or worn. Based on the condition of the goods, the amount to be returned is determined.
  4. In the event of a problem (wear or incompleteness), the service department will contact you. Otherwise, the goods are taken into stock, a credit note is created and the money is then sent to the account specified in the covering letter.
  5. If you wish to contact the service department by email, please write to us at servis@inter-sat.cz

A sample form for withdrawal from the purchase contract can be downloaded HERE.


My shipment arrived damaged

  1. Contact the shipping company immediately
  2. Take photo documentation


Post-warranty service

  1. Contact us at podpora@inter-sat.cz with details - product type, defect, date of purchase, attach photos/video if applicable. We will give you a preliminary repair price or suggest an alternative solution.
  2. On receipt, we will set a contract price for the repair. In the event of a price increase, we contact the customer with a realistic budget to agree or reject.
  3. If you are sending the product in for repair, please include the maximum repair price in the cover letter along with a description of the fault, contact details and telephone number.
  4. Repair time is dependent on material availability. However, we have a large stock of spare parts and accessories, so we will repair most faults immediately.
  5. Invoicing for repairs, payment can be made in person by cash or credit card, cash on delivery.

Service price list - download here.


Rights from defective performance

  1. The Seller shall be liable to the Buyer that the goods are free from defects upon receipt. In particular, the seller is liable to the buyer that at the time the buyer took over the goods:
    • the goods have the characteristics agreed between the parties and, in the absence of agreement, have the characteristics described by the seller or the manufacturer or expected by the buyer in view of the nature of the goods and on the basis of the advertising carried out by them,
    • the goods are fit for the purpose for which the seller states they are to be used or for which goods of that kind are usually used,
    • the goods correspond in quality or workmanship to the agreed sample or specimen if the quality or workmanship was determined by reference to the agreed sample or specimen,
    • the goods are in the appropriate quantity, measure or weight; and
    • the goods comply with the requirements of the legislation.
  2. If the defect becomes apparent within twelve months of the buyer's receipt of the goods, the goods shall be deemed to have been defective upon receipt. The buyer shall be entitled to exercise the right to claim a defect which occurs in consumer goods within twenty-four months of receipt. This provision shall not apply in the case of goods sold at a lower price to a defect for which the lower price was agreed, to wear and tear caused by normal use, or in the case of second-hand goods to a defect corresponding to the degree of use or wear and tear which the goods had when taken over by the buyer, or if this is apparent from the nature of the goods.
  3. In the event of a defect, the buyer may submit a claim to the seller and demand:
    • replacement with new goods,
    • repair of the goods,
    • a reasonable discount on the purchase price,
    • withdraw from the contract.
  4. The buyer has the right to withdraw from the contract,
    • if the goods have a material defect,
    • if he cannot use the goods properly because of the recurrence of the defect or defects after repair,
    • in the event of multiple defects in the goods.
  5. The Seller is obliged to accept the complaint in any establishment where the complaint can be accepted, possibly also in the registered office or place of business. The Seller is obliged to issue the Buyer with a written confirmation of when the Buyer exercised the right, what is the content of the complaint and what method of handling the complaint the Buyer requires, as well as confirmation of the date and method of handling the complaint, including confirmation of the repair and the duration of the repair, or a written justification of the rejection of the complaint.
  6. The Seller or an employee authorised by the Seller shall decide on the complaint immediately or, in complex cases, within three working days. This time limit shall not include the time appropriate to the type of product or service required for a professional assessment of the defect. The complaint, including the removal of the defect, must be settled without delay, within 30 days of the date of the complaint, unless the seller and the buyer agree on a longer period. The expiry of this period in vain shall be considered a material breach of contract and the buyer shall have the right to withdraw from the purchase contract. The moment when the Buyer's expression of will (exercise of the right from defective performance) reaches the Seller shall be considered as the moment when the claim is made.
  7. The Seller shall inform the Buyer in writing of the outcome of the claim.
  8. The Buyer is not entitled to the right of defective performance if the Buyer knew before taking over the item that the item has a defect or if the Buyer caused the defect himself.
  9. In the case of a justified claim, the buyer is entitled to compensation for the reasonable costs incurred in connection with the claim. The buyer may exercise this right with the seller within one month after the expiry of the warranty period.
  10. The buyer has the choice of the method of claim.
  11. The rights and obligations of the contracting parties with regard to rights arising from defective performance are governed by Sections 1914 to 1925, 2099 to 2117 and 2161 to 2174 of the Civil Code and Act No. 634/1992 Coll., on Consumer Protection.
  12. Other rights and obligations of the parties related to the seller's liability for defects are regulated by the seller's Complaints Regulations.