Warranty and Complaint Terms
PRINTEL, s. r. o., as the seller, provides the buyer with a quality warranty for the delivered goods and services in accordance with the relevant provisions of Act No. 513/1991 Coll. Commercial Code, as amended, and the following Warranty and Complaint Conditions.
NOTICE:
The hardware delivery always includes the operating and maintenance instructions for the relevant device and these warranty and complaint conditions. Before first use, always read carefully all the accompanying documents, operating instructions, settings and safety instructions. The goods or equipment may only be used in accordance with the specifications set by the manufacturer. Improper use or unprofessional interference may result in damage that is not covered by the warranty under the following warranty and complaint terms and conditions, which the buyer has accepted by taking delivery of the goods or equipment.
1 WARRANTY PERIOD
1.1 PRINTEL, as the seller, provides a warranty period from the date of sale for the hardware equipment, accessories, consumables and other goods sold and services provided in the following categories (unless otherwise agreed in a separate contract):
a) hardware devices, separately functional components and accessories thereto: 12 months (except for the items listed below),
b) device configuration 6 months (see 2.3 Configuration Management below)
c) batteries, cables and other accessories without their own intelligence 3 months,
d) print heads installed in thermal/thermal transfer printers and plastic card printers 6 months (applies to print head electronics, not mechanical damage and natural wear and tear)
e) mechanical devices of a supplementary nature 6 months,
f) printer consumables, as well as self-adhesive and non-self-adhesive labels, thermal transfer ribbons and others for 6 months under the storage and use conditions specified by the manufacturer or supplier (usually 22°C and 55% RH).
1.2 The warranty period begins on the date of receipt of the purchased goods based on the delivery note, handover or acceptance protocol, transport document, invoice or other adequate signed document.
1.3 If a different warranty period applies to certain goods, the seller shall indicate this fact in the marketing and commercial documentation for the specific product, or shall always notify the buyer in advance in writing.
1.4 The warranty period shall not run during the time when the buyer cannot use the accepted goods due to defects for which the seller is responsible.
1.5 The warranty period shall be interrupted by the seller's acceptance of the goods subject to complaint for the purpose of handling the complaint and shall continue on the day the repaired product is handed over to the buyer. The warranty period shall be extended by the time the equipment was under repair by the seller.
1.6 If the buyer does not take delivery of the repaired product within 5 working days of receiving a notification from the seller that the product has been repaired and is available for collection, the warranty period shall continue from the date on which the seller notified the buyer to take delivery of the product. At the same time, the seller reserves the right to charge the buyer for storage during this period at a rate specified separately in the valid price list.
2 WARRANTY TERMS
2.1 Delivery documentation
2.1.1 Each delivery includes complete documentation, which includes a duly and completely filled delivery note or other document containing the details confirming the content and conditions of acceptance of the subject of performance. Self-adhesive and non-self-adhesive labels are always marked with a label at the beginning and end of the roll, which states the label size, date of manufacture, material used, number of pieces, production worker and specific customer code. By accepting the delivery note, the buyer agrees to these warranty and complaint conditions, and the seller confirms the provision of a full quality guarantee in the event of a complaint about specific goods, unless otherwise specified by a special agreement.
2.1.2 Unauthorised rewritten, altered or incomplete delivery notes and roll labels are invalid.
2.1.3 When making a complaint, the buyer is obliged, at the seller's request, to present a valid delivery note for the product being complained about, as well as the labels and markings of the rolls being complained about. If the buyer fails to present this delivery note or the roll labels, the seller is not obliged to accept the product for the complaint procedure.
2.2 Scope of warranty
2.2.1 The warranty applies only to properly stored and undamaged consumables in accordance with point 1.1, as well as incorrectly manufactured goods that do not correspond to the samples approved by the customer, the declared quantity, or the approved print in accordance with the General Terms and Conditions of Printel s.r.o.
2.2.2 The warranty applies only to technical hardware failures that cause the device to malfunction or limit its main functions. The warranty covers the repair of the claimed device and is limited as follows:
2.2.3 The customer accepts full responsibility for the software and application data and their adequate backup in case the relevant device needs to be handed over for repair.
§ repair, adjustment in accordance with the original manufacturing specifications of any equipment under warranty that fails due to a manufacturing defect, provided that it has been used in accordance with the operating and technical specifications defined by the manufacturer,
§ Upgrading of equipment at the seller's discretion (operating system, firmware, etc.) if applicable to the type of equipment, in accordance with internal rules and based on internal engineering change plans.
2.2.4 The seller may use new or refurbished replacement parts at its discretion. Unless otherwise agreed, it becomes the owner of all components or parts removed from the equipment.
2.2.5 The warranty does not cover functional defects caused by:
§ improper installation or handling, operator error, unauthorised product modifications or attempted repairs by the operator, and neglected maintenance
§ unsuitable working conditions (e.g. excessive dirt or contamination affecting the performance of the equipment, spillage or contamination of the product with liquids or other foreign substances, excessive humidity, dustiness, exposure to chemical fumes, improper storage, etc.) contrary to the manufacturer's specifications,
§ excessive loading and use contrary to the technical documentation,
§ normal physical wear and tear and damage to mechanical parts, covers and print heads,
§ computer viruses, use of unauthorised programmes, improper configuration of the operating system or host hardware,
§ connection of the device to an unapproved host device, assembly or disassembly of the device and its components without prior consultation with the seller's staff,
§ using consumables other than those recommended by the seller,
§ connecting the device to an unapproved power source or connecting it to an unsuitable electrical network,
§ damage during transport and reinstallation of the equipment by the customer to another location,
§ direct lightning strike, fire, flood or other natural disaster.
2.2.5 The buyer has the right to request minor modifications to the software developed for them by the seller without interfering with the philosophy and structure of the programme within 30 calendar days of receiving the programme. These modifications are accepted by the supplier and are included in the nd price of the delivered product. Any further modifications, additions or changes to the licence terms must be consulted with the supplier and will be considered a paid update or modification to a later version of the programme, unless otherwise specified in a separate agreement.
2.2.6 The seller reserves the right to assess the cause of the reported error
In particularly controversial cases, or after agreement with the buyer, the seller shall request the manufacturer's opinion, which shall be accepted as final. In such a case, the buyer is obliged to submit, in addition to the claimed product, the samples used to confirm the malfunction or whose use caused the device to malfunction.
2.2.7 During the warranty period, every buyer has the right to request warranty repair of non-functional equipment or replacement of consumables purchased from PRINTEL after payment of the full invoiced amount. The delivered goods remain the property of the seller until the full invoiced amount has been paid. If the reason for the complaint arises before the full invoiced amount has been paid on the basis of a prior agreement with the buyer on a special invoice due date, the seller shall duly accept the complained equipment and ensure its repair. If no such agreement has been made and the buyer has nevertheless failed to pay the invoice on time, the warranty and complaint conditions shall not apply to the equipment subject to complaint.
2.2.8 The quality guarantee provided by the seller does not apply to repairs or replacement of the product in the event that:
§ the material of the labels (such as colour, specification, adhesiveness, type of label material or nature of the backing material) and tapes, their quality, print graphics or overall finish (such as cores, label rotation or roll winding) are in accordance with the parameters agreed with the customer or the samples submitted,
§ replacement of consumable parts or accessories is necessary, according to individual product specifications, such as batteries, cables, print heads, storage containers, paper, data carriers such as floppy disks, tapes, RFID carriers, etc.,
§ intervention of a non-repair nature is required, such as firmware or protocol upgrades, reprogramming and changes to product configuration, etc.,
§ the device is not covered by the warranty (third-party product).
2.2.9 The warranty does not cover complaints where the following is found:
§ non-compliant modification of the product and its configuration,
§ damage to or removal of original manufacturer's labels (illegible type and serial number),
§ breach of protective seals and warranty labels, if the product was marked in this way,
§ scratching, clogging or damage to optical components,
§ loosening or removal of any parts,
§ damage, breakage, deformation, scratching of the screen, glass, cover or switch,
§ damage or breakage of any plastic part (internal or external),
§ tearing or damage to seals, safety labels, rubber bands or other flexible parts,
§ damage to the external cable,
§ destruction or damage to the keyboard,
§ use of a battery with insufficient capacity affecting performance,
§ use of harsh cleaning agents or other incompatible cleaning products,
§ opening or repairing the device by unauthorised persons,
§ damage to the touch screen due to the use of an unauthorised stylus or other object,
§ use of parts, accessories or consumables not approved or supplied by the seller,
§ forced repairs due to the use of batteries or accessories without UL certification.
2.3 Configuration and software management
2.3.1 If the delivery also includes a service that involves device configuration and the installation of relevant software, the seller guarantees the full functionality of the device or system only if the configuration has not been altered. Any change in the adjustable parameters of the device that differs from the parameters set at the time of delivery of the device/service is considered an interference with the configuration.
2.3.2 If the device on which the configuration service was performed upon delivery (or subsequently) has been returned to its factory default state due to repair or replacement of components, the buyer is entitled to reconfiguration and reloading of software within the warranty only if the reason for the repair met the conditions specified in 2.2.
2.4 Warranty repair period
2.4.1 The standard replacement period for consumables such as labels or tapes is 7 days from the date on which the goods were received for repair. This period is not guaranteed and does not include transport.
2.4.1 The standard warranty repair period at the seller's service centre is 30 working days from the date on which the equipment was accepted for repair. This period is not guaranteed and does not include transport. The seller reserves the right to adjust the warranty repair period according to the nature of the reported defect, the availability of spare parts from the manufacturer and its operating conditions. The buyer will be informed about the specific course of the repair upon request.
2.4.2. The warranty repair period may be agreed otherwise in a separate contract with the buyer.
2.5 Quality guarantee provided by the seller through a third party
If the nature of the complaint so requires or on the basis of a special agreement with the buyer, the seller shall mediate the warranty complaint with a third party, which is generally the manufacturer's service centre. In such a case, the complaint procedure shall be governed by the terms and conditions set by the third party, of which the buyer shall always be informed in advance. The full text of the warranty terms and conditions of the contractual partners can also be found on their websites or provided by the seller upon request.
3 COMPLAINT TERMS AND CONDITIONS
3.1 Making a complaint by the buyer
3.1.1 The buyer shall file a complaint at the seller's service centre (see Article 6) by handing over the complete device or goods in question in their original undamaged packaging. Upon prior agreement, the buyer may bring only a part or component thereof.
3.2.2 The buyer shall provide as detailed information as possible about the functional defects and, unless otherwise agreed in advance, shall also submit:
§ proof of purchase of the product,
§ a valid delivery note,
§ for consumables, labels indicating the date and parameters of manufacture (at the beginning/end of rolls)
§ complete accessories,
§ materials important for diagnosis, assessment and elimination of faults, e.g. samples of barcodes that cannot be scanned by the device, samples of problematic printing, etc.
3.1.2 When complaining about the print head and labels, the customer is obliged to prove that only thermal transfer ribbons approved or supplied by the seller have been used, e.g. by providing proof of purchase of thermal transfer ribbons, a delivery note or confirmation from the supplier. The seller will accept the above documents on condition that they prove the purchase of thermal transfer ribbons in the quantity necessary to print consumables during the period of use of the printer with the claimed print head or during the period of use of the claimed labels. The quality guarantee for a complaint about a print head or labels can only be recognised if the use of thermal transfer ribbons approved or supplied by the seller is proven.
3.1.3 The costs of transporting the claimed product to the service centre shall be borne by the buyer. If the buyer requests repair at the place of installation of the equipment and the nature of the repair allows it, the buyer shall pay the travel costs according to the seller's current price list for warranty repairs. If it is proven that the repair cannot be recognised as a warranty repair, the buyer shall pay the travel costs together with compensation for lost time due to travel and the repair in full according to the seller's current price list.
3.1.4 The seller reserves the right to assess whether the claimed defect is covered by the quality guarantee in accordance with Article 2. If it is proven that the claimed defect in the product is not covered by the quality guarantee, the buyer will be informed of this fact and, after prior consent to the subsequent repair, will also pay the costs of removing the defect. In particularly controversial cases, the seller shall, at its own expense, submit the claimed device directly to the manufacturer for assessment of the validity of the claim. Both parties shall respect the manufacturer's opinion as final and decisive. If the complaint about the equipment is not recognised by the manufacturer as a warranty claim, the buyer shall also pay the costs of transporting the product to the manufacturer and back to the seller's premises, as well as any proven costs incurred by the manufacturer in assessing the validity of the complaint.
3.2 Handling of complaints by the seller
3.2.1 During the warranty period according to Article 1, the seller shall ensure the free removal of the defect in the goods by repair within the shortest technically possible time, if the claimed defect is caused by a manufacturing defect or material defect according to Article 2.
3.2.2 If the defect in the goods cannot be remedied by repair, the seller shall replace the defective goods with adequate replacement goods as soon as possible.
3.2.3 If the goods are replaced under warranty, the seller shall do the following:
§ replace the equipment or goods with the same or equivalent configuration or quality,
§ inform the buyer in writing which serial and type number has been withdrawn from circulation,
§ inform the buyer in writing which serial and type numbers have been sent as replacements.
3.2.4 If the same defect occurs three times in the claimed equipment or goods and the product continues to exhibit the same defect after repair or replacement, the buyer has the right to withdraw from the contract.
3.2.5 In the event of an unjustified warranty claim, the seller reserves the right to charge the buyer for all costs incurred in resolving the claim, with a minimum charge of €20.
3.2.6 Upon acceptance for repair, the customer shall receive a Service Report or Repair Receipt specifying the fault or malfunction and the method of its repair. Depending on the nature of the complaint, the date of repair and return of the equipment to the customer shall also be agreed upon when the equipment is accepted for repair. If original spare parts are required that are not normally in stock, the repair time shall be specified according to the delivery dates of these parts from the manufacturer.
3.2.7 The seller does not consider the replacement of the claimed device with another during repair to be a standard method of resolving a complaint, unless such a method is agreed upon in a separate contract, and therefore does not commit to it.
4 PROTECTION OF COPYRIGHT AND LICENCE RIGHTS TO SOFTWARE PRODUCTS
4.1 Customer software products (hereinafter referred to as software) developed by PRINTEL are protected against unauthorised use, copying, distribution or other misuse contrary to copyright and licence rights within the meaning of the relevant provisions of the Copyright Act and related legal standards.
4.2 Product labelling solutions, as well as the material composition of labels, laboratory results of material measurements, adhesives and tapes for specific customer applications developed by PRINTEL are also protected against unauthorised use, copying, distribution or other misuse contrary to copyright and licensing rights within the meaning of the relevant provisions of the Copyright Act and related legal standards.
4.3 In the event of non-compliance with the terms of the contract (such as failure to pay an invoice by the due date, illegal use or copying without the appropriate number of licences, etc.), the programmes will automatically lose their functionality after 30 days and their use will only be possible after the agreed terms and conditions have been met and after reactivation using an activation key.
4.4 Third-party software supplied by the seller is subject to all protective provisions of the relevant international legal standards and is governed by the manufacturer's warranty and licensing policy.
5 WARRANTY AND COMPLAINT TERMS AND CONDITIONS OF AFTER-SALES SERVICE
As the seller, PRINTEL provides full warranty and post-warranty service for the delivered goods and services with a quality guarantee for service intervention, repair, materials used and spare parts, or other intervention performed by service technicians (hereinafter referred to as "service") aimed at restoring the functionality of the equipment, accessories or software in accordance with the following conditions. In this sense, a complaint about the quality of goods or equipment during the warranty period, which is governed by the above provisions, is not considered service.
5.1 Service warranty period
5.1.1 The standard warranty period for service performed by the seller is 3 months and applies to used replacement parts and labour.
5.1.2 Service arranged by the seller at a Zebra/NEC/Toshiba/Symbol service centre is covered by a warranty period of 1 month in accordance with the warranty conditions of its IRC service centre.
5.1.3 If the seller arranges for service at another third-party service centre, the warranty period for this service shall be governed by the service terms and conditions of that provider, of which the buyer shall always be informed in advance.
5.1.4 In the event of a special service contract being concluded between the seller and the buyer, the warranty period and other details of the service conditions shall be governed by the provisions of this contract.
5.1.5 The warranty period for the service shall be extended by the duration of any further repairs. This shall not apply if the service intervention did not exceed 24 hours. The time required to transport the equipment to and from the service centre shall not be included in this time.
5.2 Service conditions
Standard service (hereinafter referred to as "service") is governed by the following service conditions, unless the buyer concludes a separate service agreement with the seller.
5.2.1 Standard service is provided by the seller exclusively at the service centre in accordance with Article 6, unless otherwise agreed in a special contract.
5.2.2 The seller shall ensure that the service is performed as soon as possible after notification or receipt of the equipment, as agreed with the buyer. The standard repair time at the seller's service centre is 5 working days, unless otherwise agreed and if the nature of the repair, the schedule of repairs coming to the service centre and the seller's operational capabilities allow it.
5.2.3 If the detected fault cannot be repaired within the specified time, the buyer has the right to request the loan of equivalent equipment for the time necessary to repair the fault. The price for each day of the loan is determined according to the seller's current price list.
5.2.4 The buyer has the right to request service at the place of installation, provided that the nature of the service and the seller's operational capabilities allow it. Service at the place of installation is provided on the basis of a prior agreement on the date and approximate price, including travel costs (mileage, time lost in travel, other operating costs) according to the current price list.
5.2.5 The buyer is not obliged to pay the seller the price of used spare parts and labour if it is proven that the repair is covered by the warranty. In the case of a post-warranty repair, the buyer shall pay the full price of the used spare parts and labour for the repair carried out. The price of spare parts and labour is determined according to the seller's current price list.
5.2.6 Each time the equipment is taken to a service centre, or in the case of requested service at the place of installation, a basic fault diagnosis will be performed. If the diagnosis proves that the complaint is unjustified (e.g. the equipment does not show the reported fault, the fault only occurs when the equipment is operated improperly, etc.), the seller reserves the right to demand full payment from the buyer for the costs of the diagnostics performed and other proven operating costs according to the seller's current price list.
5.2.7 Upon acceptance of the device for service, or if the nature of the fault requires it after initial diagnostics, the buyer has the right to request information about the estimated price and time of repair. If, during the repair, it becomes apparent that other or additional spare parts will be required to remedy the fault, that the repair will take longer, or that the repair will need to be carried out in cooperation with the manufacturer's service centre or another third party, the seller is obliged to inform the buyer of these facts in advance in writing. The buyer has the right to accept or refuse the service under these new conditions and to notify the seller of their decision in writing. If the buyer decides not to proceed with the service under the changed conditions and requests the return of the unrepaired equipment, the seller reserves the right to demand payment for the diagnostic work already performed or other proven operating costs.
5.2.8 Each time equipment is accepted for service, a repair receipt shall be issued, containing the exact and complete specifications of the buyer, the equipment accepted and the apparent faults of the equipment. In the case of service at the installation site, a service report shall be issued. If the nature of the repair allows it, the service report or repair receipt shall also indicate the estimated time and cost of the repair. The buyer shall receive a confirmed copy of one of these documents.
5.2.9 The costs associated with transporting the equipment or goods to and from the service centre shall be borne by the buyer.
5.2.10 The seller confirms that only original spare parts and other accessories supplied with the repair or approved or recommended by the manufacturer are used for repairs.
5.2.11 The seller does not resell individual spare parts, unless otherwise agreed in a separate contract.
5.2.12 The buyer also has the right to request express service and service outside standard working hours. Such service is provided according to the seller's current price list.
5.2.13 The buyer shall be informed in writing of the completion of the repair. The buyer undertakes to collect the repaired equipment from the service centre no later than 5 working days after receiving information about the completion of the repair, unless otherwise agreed in a special agreement. The device shall be collected from the repair centre on the basis of a repair release form, which the buyer shall sign to confirm the functionality of the repaired device and their agreement with the replacement parts used and the work performed. The signed repair release form together with the delivery note shall serve as the basis for invoicing the service provided.
5.2.14 If the buyer does not collect the repaired equipment within 5 working days of receiving notification from the service department that the product has been repaired, the warranty period shall continue from the date on which the seller requested the buyer to collect the equipment. At the same time, the seller reserves the right to charge the buyer for storage during this period at a rate specified separately in the valid price list, or to send the repaired equipment directly to the buyer at their expense.
5.2.15 The buyer also has the right to request service for equipment that is repaired by the seller but was not purchased from the seller. In such a case, the seller reserves the right to give priority to the repair of equipment previously purchased from the seller.
5.2.16 If the buyer is interested, the seller shall prepare a draft of a special service contract, which may stipulate different service conditions, an agreed shortened service period, an extended warranty, the provision of equivalent replacement equipment for the necessary repair period, etc. The servicing of equipment covered by this service contract shall be governed by the provisions of this contract.
5.3 Service complaint conditions
5.3.1 All generally binding legal norms for filing complaints with the seller apply to service complaints.
5.3.2 All devices on which service work has been performed are marked with a repair identification label, which is located in a visible place on the device. 's warranty shall expire if the equipment has been serviced by a person other than the seller's service technician or a person authorised by the seller. Mechanical damage to the label shall be considered unauthorised interference with the integrity of the equipment by another person, for which the seller shall not be liable and shall not accept any complaints.
5.3.3 The service quality warranty does not apply to newly occurring faults that differ in nature from the previous one, and to faults excluded from the warranty under the terms and conditions accepted at the time of purchase (e.g. mechanical damage and its direct or indirect consequences). The seller reserves the right to assess whether it is a repair of a previous defect covered by the warranty or a newly occurring defect. In disputed cases, both the buyer and the seller may request a statement from the manufacturer. The statement of the manufacturer or a third party authorised by the manufacturer shall be considered final and decisive. If this procedure confirms that the complaint is unfounded, the complainant shall bear the costs associated with this complaint procedure.
6 SERVICE CENTRE
The seller provides service at its service centre:
PRINTEL, s. r. o.
Max Brose 3224/12, 971 01 Prievidza
Standard working hours of the service centre:
Working days from 8:00 a.m. to 4:00 p.m.
Contact
Tel: +421 (46) 543 90 32
Fax: +421 (46) 518 604 6
Email: info@printel.sk
Company ID: 36313726, VAT ID: SK2020077928
Registered in the District Court of Trencin, section: sro, file number: 12135/R
7 FINAL PROVISIONS
7.1 By placing a proper order or signing a purchase contract for goods or services, accepting goods or services on the basis of a delivery note, invoice, service report, acceptance report or other appropriate document, the Buyer also confirms their agreement with these warranty and complaint terms and conditions of PRINTEL, which are an integral part of the documentation for each delivery.
7.2 The seller reserves the right to change or supplement these warranty and complaint terms and conditions as necessary and in accordance with generally applicable legislative standards.
7.3 Any deviations from these general warranty and complaint terms and conditions must be resolved by a separate written agreement between the contracting parties.
7.4 These ZaRP are valid and effective as of 1 January 2014.