CUSTOMER COMPLAINTS CODE
If you order a product or service from EquiRay.com, you are deemed to agree to the EquiRay.com claim and business terms and conditions listed on the website.
For each complaint, you need to be in contact with the claim support in order to ensure that the claim procedure goes smoothly and does not take too long.
You do not need a warranty card to submit a claim. The only thing you need is a receipt or order number. The warranty period for each item is always listed in the right column on the receipt.
The warranty period starts on the date you received the item and lasts for the number of months specified on the receipt.
If your defective product was replaced by a new one, the warranty period is not renewed. The original warranty still applies.
If you buy a brand new product, the warranty period is 2 years (does not apply if the Buyer is an entrepreneur).
If you buy a product on the behalf of a Company or Business ID, then the warranty period is equal to the number of months listed on the invoice issued when you receive the product, or depends on the conditions agreed with Lumisafe directly (must be listed in the contract of sale).
We guarantee that all of the features and parameters listed on our website are correct and the product meets all the conditions needed for normal use.
If the purchaser-consumer claims a defect within 6 months of purchase, it is believed that the defect arose as soon as the product was manufactured. Therefore, if the defect is recognized by an authorized service center, the buyer is entitled to:
Removal of defect
Replacing a defective part of the thing
Deliver new things without defects
If none of the above is possible, he/she is entitled to a refund
This does not apply to goods that the customer himself damages either by mistake or intentionally.
I. General Provisions
The Customer Complaints Code is an integral part of the General Business Terms of the Seller, Lumisafe s.r.o., Co. Reg. No. 05686610, VAT Reg. No. CZ05686610, with its registered office at Dukelských hrdinů 343/3, Holešovice, 170 00 Praha 7, registered in the Commercial Register with the Municipal Court in Prague, section C, File No. 268174 (hereafter referred to as the "Seller" or "Lumisafe"), and describes how to claim the products purchased at Lumisafe.
The Buyer is obligated to acquaint himself with the Customer Complaints Code and the General Terms and Conditions (hereafter referred to as the "GBT") before ordering any items. At the same time, the Buyer acknowledges that he is obliged to provide Lumisafe with the level of co-operation necessary to resolve the claim, failing which the time limit for the claim procedure will be extended by the time the Buyer did not provide the required cooperation.
By entering the purchase agreement and accepting items from the Seller, the Buyer agrees to this Customer Complaints Code.
Definitions of the terms contained in this Customer Complaints Code take precedence over the definitions as contained in the GBT. If this Customer Complaints Code does not define a term, the meaning is understood as defined in the GBT. If the GBT does not define it either, it is understood to have the meaning used in legislation.
Repair services covered by a purchased or contracted service are solely governed by the terms of the particular service.
II. Quality Guarantee
As proof of warranty, Lumisafe issues a proof of purchase (invoice) with the legal data required for the claim procedure (e.g., the name of the product, warranty period, price, quantity, serial number).
At the express request of the Buyer, Lumisafe can also provide the warranty in the form of a warranty card. By default, however, and if possible, the Seller provides the Buyer with proof of purchase of the item, which contains all the necessary data.
If it is necessary for the warranty provided, Lumisafe will explain the content of the warranty in a warranty card in an understandable manner, specifying its scope, conditions, duration, and the way in which claims can be exercised. Lumisafe will also state in the warranty card that the warranty does not limit or infringe the Buyer's rights related to the purchase of the product.
1. Time period for claiming defective performance
The time period for claiming defective performance starts on the date the Buyer receives the product, i.e. on the date listed on the purchase receipt or on the warranty card.
The time period is 24 months for new (including unpacked) items.
If the Buyer is an entrepreneur, the time period in which he may claim defective performance may be different if expressly stated for the product type.
The time period ends with the date corresponding to the date on which it started, after the given number of months. The warranty period in months is listed for each product in the Seller's shop and is sufficiently highlighted on the purchase receipt.
Any liability claims applicable to the product become void if the claim is not submitted within the warranty period.
If a complaint is settled by replacing the item, the warranty period is not renewed. The original warranty period remains in effect, starting from the date when the Buyer received the original product.
2. Quality upon takeover
The Seller is obligated to ensure that the Buyer's purchased product has no defects upon takeover. In particular, the Seller is obligated to ensure that at the time when the Buyer receives the product,
the product has all the properties agreed on by both parties, and if such agreement does not exist, the product properties must be as described by the Seller or the manufacturer, or what the Buyer expects based on the nature of the product and the advertising made by the Seller or manufacturer.
the product is suitable for the purpose indicated by the Seller or for the purpose the particular product type is normally used.
the product is delivered in the appropriate quantity, volume, or weight.
the product meets necessary legal requirements.
If a defect occurs within six months of the takeover, it is assumed that the product was defective at the time of purchase by the Buyer, unless the Seller can prove otherwise.
3. Contractual quality warranty
Lumisafe may provide free service beyond the statutory time limit (24 months) within the specified time period. This service is governed solely by this Customer Complaints Code, particularly the free service provisions as stated in Article VII.
III. Warranty Terms and Conditions
1. Quality Inspection
When receiving the goods from the shipping company, the purchaser is to properly and thoroughly inspect the delivery (namely the number of packages, undamaged sealing tape bearing the company logo, and undamaged packaging) as per the delivery note.
On the day of receiving the goods, the purchaser is to further inspect the goods for completeness; in particular, if all parts have been delivered.
Any incongruities are to be reported to Lumisafe upon receipt of the goods from the shipping company and stated in the record of delivery whereby the purchaser may refuse to accept the delivery. Any incongruities may as well be reported to the email address email@example.com or by completing the contact form. Photos documenting the defects and damaged packaging are recommended to be attached.
The statutory warranty period is not affected thereby. Any subsequent claims of incomplete delivery or damaged packaging do not limit the purchaser’s right to claim the warranty; yet, they enable Lumisafe to prove that the same do not represent a conflict with the purchase agreement.
2. Warranty Claims
The warranty may and can be claimed with Lumisafe in which case the purchaser is to deliver the goods in question, incl. major appliances, to the Lumisafe registered office.
The goods claimed (including all parts and accessories) are recommended to be delivered with the proof of purchase, warranty certificate or similar document, detailed description of the defects, and sufficient contact details of the purchaser (shipping address and telephone number) so that the goods can be identified and the defects diagnosed.
The mode of handling the claim (repair, replacement, or refund) is also recommended to be selected.
A written document with information as to the date of the claim, scope of the claim, and the selected solution is issued and emailed to the purchaser once the claimed goods are delivered; if the warranty is claimed in person, the document is handed over directly to the purchaser.
The purchaser acknowledges that if the claimed goods are not submitted to Lumisafe with all parts and accessories pertaining thereto, the purchaser – if withdrawing from the agreement – will be refunded the purchase price less the price of the parts and accessories not submitted.
Compatibility of the purchased parts with other parts not approved by Lumisafe, manufacturer, or goods provider is not guaranteed; nor is the compatibility with software applications whose functions have not been explicitly requested by the purchaser in the written order, unless such compatibility is common to similar goods or unless Lumisafe explicitly states that the goods in question are (are not) compatible only with the items listed.
The same applies also to software and individual SW versions. If, however, certain SW versions have been declared to be compatible, the same does not automatically apply to the subsequent and/or previous SW versions.
If the protective seal, information sticker, or serial number is damaged, the purchaser risks that the claim will be rejected; unless the same has been damaged in the course of the ordinary use of the goods in question. The seals and serial number constitute an integral part of the goods and as such do not limit the customer is using and handling the goods within the extent to which the goods have been designated.
The warranty further does not apply to the damage caused by or resulting from the following activities (however, only if such activity is not usual and at the same time is not prohibited in the enclosed instructions for use):
overvoltage (visibly burnt components or printed circuit boards) with the exemption of common deviations;
use of goods in conditions (temperature, dust, humidity, chemical, and mechanical conditions) other than directly stipulated by Lumisafe or manufacturer;
unprofessional installation, use, operation, or neglected maintenance;
excessive overuse or use contrary to the terms and conditions stipulated in the relevant documents or contrary to the general practice;
non-qualified interventions or adjustments of parameters;
adjustments made by the customer (painting, bending, etc.);
forces of nature or force majeure;
use of incorrect or defective software; and
use of incorrect or other than original consumables; however, only if such use is not usual and at the same time not exempted in the enclosed instructions for use.
These limitations do not apply to cases where the characteristics of the goods being in conflict with the above have been explicitly agreed on or stipulated by and between the purchaser and Lumisafe or declared by Lumisafe; or to cases where the same can be expected with reference to the advertisement or usual use of the goods.
The claimed goods are tested only for the defects claimed by the purchaser (as claimed in the claims form or enclosed document describing the defects in question). Lumisafe recommends describing the defects in writing, whether in paper or electronic form.
If the claim is rejected and the purchaser agrees that the goods will be repaired for consideration, the purchaser is charged the amount stipulated in the valid pricelist of the authorized service center.
The purchaser acknowledges that the repairs for consideration are not provided for directly by Lumisafe but rather facilitated by Lumisafe whereby Lumisafe only orders the repairs with the authorized service centers or communicates the repairs, transport, etc. with the authorized service centers. Lumisafe assumes no liability for the repairs made.
Before the goods are repaired, the purchaser is informed about the price, extent, and time necessary for the repair. The repair is made within 60 days from the day after the goods are received by Lumisafe. The goods can be repaired for consideration only if the purchaser so explicitly agrees (resp. only under the executed services agreement) after having received the information stipulated in the preceding sentence.
If the claim is rejected, the purchaser acknowledges that Lumisafe may and can re-invoice to the purchaser the costs charged by the authorized service center for diagnosing the defect and shipping the goods back as stipulated in the price list of the authorized service center in question (applicable to purchasers-entrepreneurs only).
6. Rejected Goods
A. Dirty Goods
Lumisafe has a right to refuse to accept the claimed goods if the goods in question and/or parts thereof are dirty or do not comply with the basic sanitary and security requirements for claiming the warranty.
IV. Handled Claims
1. Purchaser – Consumer
The consumer is a private individual acting in a private capacity.
Claims of purchasers-consumers are addressed by Lumisafe immediately or, if the complex nature of the claim so requires, within a maximum of three business days (excluding the time reasonably necessary to professionally assess the defect with respect to the type of the claimed goods or services).
The claims are handled and the defects are removed by Lumisafe without undue delay; however, within a maximum of 30 days after the warranty has been claimed. Once the warranty is claimed, the period of 30 days can be extended as per the agreement with the consumer; however, only for a period other than indefinite or unreasonably long. After the period (extended period) expires, the claimed defect is deemed to have indeed existed and the consumer has the same rights as if the defect in question was identified to be other than capable of being removed.
2. Purchaser – Entrepreneur
Claims of purchasers-entrepreneurs are resolved by Lumisafe within a maximum of 40 days after the warranty has been claimed; and the result is emailed to the contact email address of the purchaser-entrepreneur.
V. Common Provisions
The purchaser is issued a written document including information as to the date of the claim, result, repair (if any), duration, and reasons (if any) for rejecting the claim.
After the claim is handled, the purchaser is notified by Lumisafe as of the result by telephone, text message, or email. Goods shipped by a shipping company are automatically shipped backed to the purchaser’s address once the claim is completely handled.
If the claim is accepted as legitimate and the goods are repaired or replaced, the warranty period is extended for the period of handling the claim; this period commencing one day after the day the warranty has been claimed and terminating on the day the purchaser has been informed about the result.
If the claim is accepted as legitimate, the purchaser may and can claim reimbursement of costs reasonably incurred in claiming the warranty; in particular, the purchaser may and can claim the reimbursement of postage. The costs claimed need not necessarily include costs incurred in traveling by car to claim the warranty, express shipping, etc. The reimbursement of costs must be claimed without undue delay; however, within a maximum of one month before the warranty period expires.
Once the claim is handled, the purchaser must collect the goods in question without undue delay and do so at the latest within 30 days after having been informed about the handled claim; this time limit, however, expiring no sooner than 60 days after the warranty has been claimed.
If the time lapses to no effect and the goods in question are not collected, the purchaser is charged a fee of CZK 20 incl. VAT for storing the goods in question; charged by Lumisafe for each day of delay.
If the goods in question are not collected by the purchaser within 6 months after the purchaser has been informed about the handled claim, Lumisafe reserves the right to sell the goods in question and offset the proceeds against the outstanding storage fee.
To prevent damage/legitimization of proceeds of crime (if any), the goods in question can be collected/cash refunds can be made against a document evidencing the claimed warranty and a valid identity document of the purchaser (ID card, passport). Unless the said documents are presented, the goods in question/cash refunds may and can be refused by Lumisafe or Lumisafe’s contractual partners to be collected/paid. Goods in question claimed by purchasers-legal entities can only be collected by/cash refunds can be paid to the respective authorized entity or proxy acting under a duly authenticated power of attorney.
VI. Consumables and Minimum Lifetime
Purchased consumables (cartridges, toners, print heads, press cylinders, projector lamps, batteries, illumination, etc.), whether alone or constituting a component of the purchased goods, are subject to a lifetime warranty. The lifetime can be expressed in terms of time, best before date, number of users, number of printed pages, etc. whereby several lifetimes can apply concurrently. The lifetime warranty cannot be claimed unless all of the stipulated terms and conditions are met.
The purchaser’s right to claim the warranty in the warranty period is not affected thereby. In claiming the warranty, however, the purchaser must take the above into account as the warranty does not apply to the ordinary wear and tear caused by the common use of the goods and as such cannot be confused with the lifetime of the goods in question. Lifetime represents the tendency of the goods in question to become worn and torn if used in a usual way. If the goods are used (i.e. not owned) for a period exceeding the usual lifetime of the goods in question, the defect is likely to be caused by ordinary wear and tear; however, without prejudice to the warranty defect.
If not marked on the goods offered by Lumisafe, the lifetime warranty cannot be claimed.
VII. Free Maintenance
Goods with a warranty period exceeding 24 months are subject to free maintenance provided after the lapse of 24 months.
Goods with defects appearing after the lapse of 24 months are accepted by Lumisafe and:
replaced with the same or similar product with better parameters; or
refunded if none of the above is feasible.
Lumisafe undertakes to repair/replace the goods or refund the purchaser within a maximum of 35 days after the goods have been accepted by Lumisafe; otherwise, the purchaser may and can withdraw from the purchase agreement.
Rights to claim the warranty provided by the manufacturer are not affected thereby.
The statutory rights of the purchaser are not affected hereby.
This Complaints Code comes into effect on 21st May 2021, repealing the previous versions.
This Complaints Code is available for reference in the Lumisafe central office and websites.