Complaint

General rulers of returns and refunds for customers.

Complaint procedure and service request

In case of a failure or faulty operation of the purchased product, please contact the Unipi technical support department first (phone: +420 533 433 391, email: support@unipi.technology). After consultation with our technician, fill in the Repair order form and send the product to the service centre address as instructed in the confirmation email.

Unipi Technology s.r.o.
Service Department
Okružní 834/29A, Brno 638 00
Czech Republic

Note: All returning goods must be packed accordingly to prevent their damage during transit! 

We will keep you informed about the progress of your complaint. 

Return procedure

All goods purchased on the Unipi technology e-shop can be returned within 30 days following the purchase; after this period the refund or exchange of good is no longer possible. For us to accept the goods back, several conditions must be met:

• the goods must be unused and in the original state
• the goods must be in the original packaging
• receipt or proof of payment must be provided

All expenses related to shipping the goods back are paid by the customer including cases where the nature of goods prevents their shipment via standard post service. 

The following types of goods cannot be returned:

• gift vouchers
• downloaded software
• custom products

Refund procedure

Upon accepting the returned goods we will send you an e-mail confirmation of accepting the goods. Upon examination by our technicians, we will contact you regarding the confirmation of whether or not are your goods eligible for a refund. If the refund is approved, the corresponding sum will be reimbursed via bank transfer to your bank account

For the refund you need to provide the following information:

• bank account number
• account owner's name
• IBAN/SWIFT 
• bank name

The customer is responsible for covering expenses related to the shipping of the returned goods. If the refund is approved the shipping cost will be deducted from the refunded sum.

Refund delays

If the refund is overdue, please check your bank account to confirm the money was not received. We also recommend contacting your card provider and your bank in case the payment was delayed for administrative reasons. In case you did all of the above without success, please get in touch with us at info@unipi.technology.

Loss of warranty

Warranty for Unipi products is rendered void if:

• the product's protective cover is damaged,
• the damage of the product was caused by improper handling in violation of technical and safety information provided on the product's datasheet or instruction leaflet,
• the product was subjected to rough handling resulting in loss of functionality or reduced performance,
• the product was modified in any way or used in non-standard applications,

Replacement of goods

The goods can be replaced if damaged or nonfunctional. If you wish to have the product replaced by the same type, please contact us on info@unipi.technology and send the faulty or nonfunctional product to the following address: Unipi Technology s.ro., Servisní oddělení, Okružní 834/29A, Brno 638 00, Czech Republic.

Delivery of returned & replaced goods

The customer is responsible for covering expenses related to the shipping of the returned goods. If the refund is approved the shipping cost will be deducted from the refunded sum. 

Depending on your location the delivery time may vary. If the value of the goods exceeds €70, please consider using a courier service offering tracking services or shipment insurance. 

Service conditions

GENERAL TERMS AND CONDITIONS  

Warranty complaints 

1. Warranty complaints will be handled in accordance with the Complaints and Service Terms and the law in force in the Czech Republic. 
2. To make a complaint and order a service repair, please contact our technical department at (+420) 533 433 391 or email support@unipi.technology.  
3. After consulting our technicians, please fill in the Repair Order Form and hand over the goods in person at any branch of the Seller, or send them by a carrier to the address of the service center according to the instructions in the confirmation email.

Complaints and Service Terms  

1. General provisions 

2. Warranty complaints 

The Seller grants the Buyer the right to claim any defect that appears in the goods for a period of 36 months from the date of acceptance, unless otherwise stated in these Terms or in the purchase contract. The Buyer can claim any defect present in the goods when the risk of damage to the goods passed to the Buyer. If the Buyer is a consumer, the goods will be deemed to have been defective on receipt if the defect becomes apparent within one year of receipt, unless the nature of the goods or the defect precludes this. 

The Seller guarantees to the Buyer that the goods are not defective on receipt. Without limiting the generality of the foregoing, the Seller guarantees to the Buyer that the goods:

a. conform to the agreed description, type and quantity, functionality, compatibility and other agreed features 
b. are suitable for the purpose for which the Buyer requires them and to which the Seller has agreed, as stated in the description of the goods in the Online Store 
c. are supplied with the agreed accessories and instructions for use, including assembly or installation instructions

In addition to the agreed features, the Seller further guarantees that the goods:

a. are fit for the purpose for which they are normally used, including with regard to the rights of third parties, legislation, technical standards or codes of practice of the industry, if there are no technical standards 
b. correspond in quantity, workmanship and other characteristics, including durability, functionality, safety and compatibility, to the usual characteristics of goods of the same kind that the Buyer can reasonably expect 
c. correspond in quality and workmanship to the sample or sample provided by the Seller to the Buyer before the conclusion of the contract

3. Warranty complaint

The Buyer cannot make a warranty complaint if:

a. the defect was present at the time of acceptance and a discount on the purchase price was agreed for such defect 
b. the defect is obvious and therefore the Buyer has accepted such goods with the defect at receipt or within 48 hours of receipt of the parcel from the carrier  
c. the defect is caused by the Buyer and is a result of improper use, storage or improper maintenance 
d. the defect is due to an external event beyond the control of the Seller 
e. the defect is caused by unprofessional tampering with the goods; deemed unprofessional tampering is breach of the protective seal or the identification label of the goods 
f. the goods have been mechanically damaged and are therefore not defective 
g. the goods are subject to normal wear and tear caused by use and not a defect 
h. the utility and aesthetic values of the goods have been prematurely destroyed by negligent use 
i. the Buyer has made a complaint for defects after expiry of the warranty period

The Buyer cannot make a warranty complaint in respect of goods that:

a. have been modified in any way without the prior consent of the Seller, or if they have been repaired by a person not authorized by the manufacturer 
b. have been used in non-standard applications, 
c. have been damaged by rough handling or contrary to the parameters set for the relevant device in the instructions for use or the manual 
d. the integrity of the goods has been compromised due to a breach of the protective packaging or cover which is part of the goods 

For the avoidance of doubt, the Buyer acknowledges that a reduction in battery capacity, memory or relay wear and tear, which became apparent after the expiration of 6 months from receipt of the goods by the Buyer is not deemed a defect in consumer goods. The list in the previous sentence is not exhaustive.  

Furthermore, the Seller is not obliged to acknowledge the Buyer´s complaint if the Buyer knew about the defect of the goods before accepting them, or if the Seller specifically warned the Buyer before the conclusion of the contract that a certain feature of the goods is non-standard and the Buyer expressly acknowledged that when concluding the contract.  

4. Information and documents necessary for assessing repair

The Buyer is obliged to provide at least the following information and documents: 

a. Name, surname, e-mail and address or telephone number of the Buyer  
b. Purchase order number, or a sales receipt, delivery note, or other proof of purchase  
c. The most accurate description of the defect 
d. The claim asserted (proposed solution), 
e. Account number for possible refund. 

The Buyer is obliged to cooperate with the Seller in the assessment of the complaint, i.e. to provide additional necessary information and documents if required.

The Buyer acknowledges that to process any complaint, the Seller needs to physically assess the goods. Therefore, the Buyer must deliver such defective goods to the Seller for assessment.  
 
5. Repair order

To make a complaint and order a service repair, please contact our technical department at (+420) 533 433 391 or email support@unipi.technology.

After consulting our technicians, please fill in the Repair Order Form and hand over the goods to the Seller as directed in paragraph 7.

Unjustified complaints will be declined by the Seller. In such a case, the Buyer may be offered a paid service repair. Price will be charged in accordance with the service price list in paragraph 12.

6. Buyer´s obligation to provide cooperation

The Buyer undertakes to provide the Seller with the necessary cooperation in the complaint and service procedure. If the Buyer fails to provide the required information and documents referred to in paragraph 4 and fails to provide the Seller with the cooperation, including without limitation fails to deliver the claimed goods to the Seller for assessment, the complaint cannot be assessed and no decision as to its legitimacy can be made. The Seller´s time limits for deciding and resolving the complaint will be suspended for the period of Buyer´s delay in providing the missing information and documents. If the information and documents are not provided or the goods are not delivered within 30 days of the request for additional information, the Seller is entitled to terminate the complaint procedure and return the goods to the Buyer in the condition in which they were received. Replacement goods will not carry a new warranty and the original warranty period will continue.    
 
7. Delivery of goods for complaint assessment or repair 

The Buyer will arrange delivery of the goods at his own expense and risk to the address of the service center:

Unipi Technology s.r.o. 
Service Department 
Okružní 834/29a, Brno 638 00 
Czech Republic 

If the goods are sent via a carrier, the parcel must be marked with the assigned service number or with the pre-printed label contained in the Repair Order. The goods should be sent in the original packaging or suitable packaging for shipping. The Seller accepts no responsibility for any mechanical damage that occurs prior to the Seller´s receipt of the goods. 
 
If the Buyer sends the goods for repair by a carrier from outside the European Union, the label of the parcel must be visibly marked with the re-importation customs code 61 10 and the parcel must be accompanied by the original invoice certifying the purchase of the goods from the Seller. 

8. Condition of goods submitted for complaint, repair 

The Buyer is obliged to hand over the goods for repair in a condition that allows for the detection of defects and possible repair. 
The Seller has the right to refuse to accept goods that are incomplete if this prevents the assessment of the complaint or removal of a defect. The Seller´s time limits for deciding and resolving the complaint will be suspended for the period of Buyer´s delay in delivering the remaining parts of goods for the purpose of their assessment and resolution of the complaint or repair.   
The Buyer is obliged to make a data backup before handing over the goods to the Seller. The Seller will not be liable for any breach or loss of data in respect of the goods which have been handed over to the Seller and at the same time the Seller reserves the right to delete any data contained in the internal storage (if any) as part of a complaint procedure or repair. 

9. Warranty complaints by consumers.

10. Warranty complaints by entrepreneurs 

The provisions of the preceding paragraph are not applicable to Buyers – Entrepreneurs and statutory provisions governing warranty complaints apply.  

11. Service repair 

We only service our products. If the Buyer wants a repair that is not covered by warranty, which is a paid service, a repair can be ordered in the same manner as in case of a warranty complaint under paragraph 5.  
The Buyer acknowledges that a diagnostic is carried out upon receipt of the goods to find any defects, which is always paid by the Buyer. The price of the diagnostic will be charged to the Buyer even if no contract for service repair is concluded.  
The Seller and the Buyer will then agree on the individual terms of the service repair, including without limitation the method and extent of the repair and the price. The service repair contract is not concluded until the Seller and the Buyer agree on these individual terms. 

12. Post-warranty repairs 

Receipt of the product for repair and defect diagnosis: CZK 1,100 excl. VAT
Labor: CZK 900/hour excl. VAT
Price of material for repair determined according to actual costs