Complaint Regulations

Complaint Regulations

Complaints must always be exercised in the complaints department of the seller.

The length of the warranty for the goods purchased from the seller for the end customer is always at least 24 months. The length of warranty for businesses is contract-based and is governed by the warranties of the manufacturers of the goods. The length of the warranty for the goods at the time of purchase shall always be published in the applicable price list, the delivery and warranty card, or separately on the warranty card.

The warranty period begins on the date of issue of the invoice and shall be extended by the time during which the goods have been in for warranty repair. In the case of exchange of goods for a different item (or type, as the case may be) a new guarantee period begins to run. The buyer shall receive a complaint protocol which shall include the new serial number. Additional claims, if any, are to be applied on the basis of this complaint protocol.

The seller processes standard complaints within 5 business days (others within 30 calendar days) of the date of receipt of the defective goods in the complaints department of the seller.
The costs associated with the settlement of any claims are not covered by the warranty. These include in particular the transport costs from the buyer. The shipping cost back to the buyer shall be borne by the seller, but only in the case of a justified complaint.

Information on the technical parameters, equipment and completeness of the products supplied by the seller in the event of differences shall be governed exclusively by the original descriptions of technical parameters, equipment and completeness of the provided by the manufacturer and do not justify the receipt of the goods into the complaint procedure.

The seller reserves the right to replace the defective and irreparable items with other, similar, with comparable technical parameters.

Loss of entitlement to warranty

• The warranty period for the goods under complaint has expired on the date of receipt of the goods for repair.
• Breach of the protective seals and stickers, if any - by damage to the goods during transport (these damages must be resolved directly with the carrier).
• Use of the goods in conditions that do not correspond to the normal environment for which the product has been designed by the manufacturer in terms of temperature, dust, moisture, chemical and mechanical effects.
• Improper installation, use, operation or failure to care for the goods.
• Hardware components must be installed only by a qualified person. Request a proof of installation for any warranty claim.
• Mechanical damage.
• If the defect is manifested only in software for which the buyer is not able to prove a legal way of acquisition, or use of unauthorized software. Resolve software problems first with your program vendor.
• Use of non-original consumables.
• The goods were damaged by excessive loading or use contrary to the conditions set out in the documentation or the general principles.
• Making unauthorized interference with the device, or other modifications without the seller’s consent.
• By plugging into the mains supply not corresponding to the relevant ČSN standard.
• The goods were damaged by weather.

Buyer's rights

The buyer's rights are governed by the Civil Code No. 40/1964 Coll., as amended, and by the Consumer Protection Act No. 643/1992 Coll., as amended.

Buyer’s obligations

The buyer is obliged to inspect the goods delivered by the seller without delay after the transfer of risk in the goods, i.e., after receipt of the goods from the seller. In case the goods are shipped, after transfer thereof to the carrier at the agreed location and, if the location is not specified, after the transfer of the goods to the first carrier for transportation to the place of destination. If the buyer fails to inspect the goods or otherwise fails to ensure that the goods are inspected surveyed at the time of transfer of the risk of damage to the goods, he may claim the defects discoverable during such inspection if he proves that the goods had the defects at the time of transfer of risk of damage to the goods. The inspection must be carried out by the buyer so as to discover any defects that can be found when using professional care.
The buyer is obliged to make a claim regarding the goods which is provided with authorized service in the Czech Republic directly by these authorized service centres if they are located in the place of the seller or a place closer to the buyer (a computer vendor is always obliged to do so, regardless of the location of the service center). VIn the event that an authorized service center repairs the goods, the claim is settled. In the event that the buyer is informed by the authorized service center that the defect cannot be repaired, the buyer must claim the defect with the seller, by the end of the warranty period, extended by the time during which the goods were at the authorized service center. If this time limit is not complied with, the claim will be rejected as a delayed claim.
In the event that the buyer receives with the goods delivered also the warranty certificate supplied by the manufacturer or supplier, this warranty certificate is necessary to make any claims in respect of the goods during the warranty period. Without this warranty certificate, no claim can be made in respect of the during the warranty period.
In the event of a difference in the quantity or type of the goods supplied between the information on the packing slip, and the actually delivered goods this different must be reported to the seller no later than the next business day after finding out. Defects which existed at the time of transfer of the risk of damage to goods, but were manifested later, must be reported by the buyer to the seller immediately after the time when the defects could be detected when using professional care.

Upon receipt of goods and the inspection thereof the buyer must check the serial numbers of the items and the serial numbers indicated on the packing slip, and if a difference is found, he must contact the seller no later than the next business day. The seller shall remedy the difference and send a corrected packing slip. By failing to comply with this procedure, the buyer is at the risk that due to the difference between the serial number of the goods and the serial number shown on the packing slip his potential future claim will not be recognised as justified.
If the buyer wishes to send any item under a claim to the seller he is obliged to have the so-called RMA assigned before that.

RMA number and claim (complaint) procedure

The RMA number is an identification number that is required to start the complaint procedure. Under this number, the buyer is able to track the status of a specific complaint throughout the claim process.
The buyer can ask for assignment of the RMA number by e-mail or by phone or in person at the complaints department of the seller.
The RMA number will be assigned to the buyer then no later than the next business day.
The buyer may also use the option to deliver the goods under complaint to the complaints department in person. The RMA number will then be assigned to him on the spot.

The complaint procedure with the assigned RMA number

After the RMA number assignment, the buyer shall deliver of goods for example by means of a freight forwarding company or Czech Post to the address of the seller's complaint department.
The buyer is obliged to mark the shipment on the transport packaging clearly with "RMA" in a separate field about the size of a minimum of A5 format and relevant RMA numbers.
If there are multiple items claimed in a single shipment the buyer must clearly append the RMA number to each of the claimed items inside the package, and all RMA numbers must be also clearly stated on the transport packaging. The shipment must contain a list of the goods.
The goods which are shipped by the buyer to the seller without an assigned RMA number may be sent back to the buyer by the seller at the buyer’s cost.
If the goods claimed are not sent in under the assigned RMA number within 10 days of the assignment, the assigned number shall be cancelled, and it is necessary to apply for a new one.
The seller is entitled to accept only complete goods (i.e., including cables, drivers, etc.) for the complaint procedure.
Goods can be sent back to the buyer using the DPD or the Czech Post.

Withdrawal from the purchase contract

Cancellation of the purchase order by the buyer

Upon an erroneous order by the buyer and the subsequent replacement of the goods (in its original packaging without breaking) the seller reserves the right to charge a handling fee of 10% of the price of the returned goods + cost incurred by the seller on the initial dispatch of the goods, even if they were not charged. This is without prejudice to the seller's right to decide whether or not he will accept the return of the goods.

How to withdraw from the contract

As a buyer you have the right to withdraw from the purchase order at any time prior to shipment of the goods, without any recourse. In accordance with Section 53 of Act No. 40/1964 Coll., as a customer you have the right to withdraw from the contract within 14 days of receipt of the goods.
The buyer is obliged to return the goods within 3 business days after sending the notice of withdrawal either by physical delivery to the shop at the company office or by shipping it to the address. (goods shipped by cash on delivery will not be accepted by the seller, and will be returned to the buyer at his cost). Otherwise, the seller is entitled to charge the buyer the so-called late fee in the amount of: 10% of the price of the goods for each day of delay. In the event that the buyer exercises the right to return the goods, the goods must be returned undamaged, without signs of wear and tear, in the original packaging. As soon as the seller receives the returned goods, he has 15 days for review and checking. If the goods are returned undamaged and not worn out, the seller shall send to the buyer within the 15-day period a message that the goods have been returned in order. In this case, the seller shall send to buyer within 15 days of the dispatch of the above-mentioned information the purchase price paid for the goods, either by remitting the money to the address or transfer to the account of the buyer. If the returned item is damaged or worn, the seller reserves the right to damages in the form of compensation to the purchase price. The returned amount shall be equal to the difference of the purchase price and the costs incurred by the seller in connection with the delivery of the goods to the customer (e.g., freight, etc.).

If you decide to withdraw from the contract within this period, please comply with the following conditions. When you meet them you will be refunded the purchase price.

Send a letter to SEVENOAKS, s.r.o., Na Zájezdu 10, 10100 Praha 10, or an e-mail This email address is being protected from spambots. You need JavaScript enabled to view it. with the text: 'I am unilaterally withdrawing from the contract dated DD.MM.RRRR No. (purchase order number) and requesting a refund of the amount paid for the goods to the address (if you are requesting a refund to the account, please provide the account number).' Date and signature.

Deliver the goods.

The item that you want to submit under this warranty back to our address must be in the original packaging, must not be used, must be undamaged, complete (including accessories, warranty card, instruction manual, etc.) and with original proof of purchase. Do not send goods as cash on delivery (goods shipped by cash on delivery will not be accepted by the seller, and will be returned to the buyer at his cost), we recommend you insure the goods.

This warranty shall not apply to goods acquired on installment.

In the event of failure to comply with any of the above conditions we are unfortunately unable to accept the withdrawal from the consumer contracts, and the goods will be returned at the sender’s cost.

The ability to withdraw from the contract shall lapse pursuant to Section 53(8) of Act No 40/1964, the Civil Code, as amended

• If the item were taken personally from the warehouse of the seller.
• For software, if the buyer has broken the original packaging.
• For software for which the activation data was sent to the buyer in electronic form (e.g., by e-mail)
• For delivery of goods modified according to the buyer’s requirements or for him personally, as well as for goods subject to perish, wear and tear or obsolescence.
• Upon a breach of the conditions for withdrawal from the contract, the seller is entitled to claim damages incurred according to the applicable legal regulations.
• Cancellation of the order by the seller, the right to change prices.
• The item is no longer manufactured or not available
• The price of the goods supplier has changed significantly; in the event that this occurs, the seller shall immediately contact the buyer for the purposes of an agreement regarding the next steps. In the event that the buyer has already paid a part or the full amount of the purchase price, this amount will be transferred back to his account or to the address in the shortest possible time.
• The seller reserves the right to change the prices.
• If the valid price is the same as or lower than the price on the purchase order, is not confirmed to the buyer and the goods will be delivered to him at the price valid at the time of receipt of the order
• If the price is higher than the price stated on the purchase order the seller shall immediately inform the buyer who can accept the new price or refuse delivery.
• Where the purchase order is placed by phone the valid price for the order is always communicated to the buyer.

Final provisions

These Complaint Regulations are governed by the applicable provisions of the Civil Code No. 40/1964 Coll., as amended, and by the Consumer Protection Act No. 643/1992 Coll., as amended, and apply to goods that have been purchased directly by the buyer from the seller and the claim in respect of which was made within the warranty period. Unless it is stated otherwise here, the complaint procedure is governed by the two aforementioned Acts, as amended.
The seller reserves the right to modify these Complaint Regulations without prior notice.
By its registration, the buyer confirms that he agrees with all these points in their entirety.

Complaint Department contact information

SEVENOAKS, s.r.o.
Záběhlická 1728/75
106 00 Praha 10 - Záběhlice
Phone: 602 630000
E-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.