Complaints Policy

I. General Provisions

This Complaints Policy forms an integral part of the General Terms and Conditions of the seller OptoSmart s.r.o., Company Registration No. 09449230, VAT No. CZ09449230, registered office at Lannova 2061/8, Prague – Nové Město (hereinafter referred to as the “seller” or “OS”), and describes the procedure for filing a complaint regarding goods purchased from OS.

The buyer is obliged to read the Complaints Policy and the General Terms and Conditions (hereinafter referred to as “GTC”) prior to placing an order.

By concluding a purchase agreement and accepting the goods from the seller, the buyer agrees to this Complaints Policy.

No warranty certificate is required to file a complaint. A purchase invoice is always sufficient.

The warranty period runs for 24 months from the date of acceptance of the goods. In the event that a complaint is resolved by replacement, no new warranty period begins — the original warranty period continues.

II. Quality Warranty

As proof of warranty, OS issues a proof of purchase (invoice) for each item purchased, containing all legally required information necessary for making a warranty claim (in particular: product name, warranty duration, price, quantity, and serial number).

III. Time Limit for Exercising Rights Arising from Defective Performance

The time limit for exercising rights arising from defective performance begins on the date the goods are accepted by the buyer. For new goods, this period is 24 months.

Rights arising from liability for defects in goods shall expire if not exercised within the specified period. In the event that a complaint is resolved by replacement of goods, no new time limit begins — the original time limit commencing on the date of initial acceptance shall apply.

If the buyer files a complaint regarding a defect within 6 months of purchase, it is presumed that the defect existed at the time of manufacture. In such a case, the buyer is entitled to:

1. rectification of the defect
2. replacement of the defective component
3. delivery of new defect-free goods
4. if none of the above is possible — a full refund

This does not apply to goods damaged by the customer themselves.

IV. Warranty Conditions

Inspection of Goods Upon Acceptance

Upon acceptance from the seller, the buyer shall inspect the received goods, verify their completeness, and check for any damage to the packaging. Any discrepancies must be reported to the seller at the time of acceptance.

A subsequent complaint regarding incomplete delivery or external damage to the shipment does not deprive the buyer of the right to file a complaint; however, it does provide OS with the opportunity to demonstrate that no discrepancy with the purchase agreement exists.

Filing a Complaint

The buyer may file a complaint with the supplier by telephone or by email at info@optosmart.cz.

The supplier will subsequently notify the buyer of the scheduled visit by a service technician, who will address the complaint on-site.

OS will issue the buyer a written confirmation stating when the complaint was filed, its subject matter, and the requested method of resolution — sent by email immediately upon receipt of the complaint.

Warranty Exclusions

The warranty does not cover damage caused by:

1. mechanical damage to the goods
2. electrical overvoltage (visibly burned components or circuit boards), except for normal deviations
3. use of the goods under unsuitable conditions (temperature, dust, humidity, chemical and mechanical influences)
4. improper installation, handling, or neglect of care for the goods
5. damage caused by a computer virus or the use of unauthorized software
6. damage caused by excessive loading or use contrary to the documentation
7. unauthorized modifications or parameter adjustments
8. damage caused by natural elements or force majeure

Defect Testing

Goods submitted for a complaint will be tested only for the defect specified by the buyer. OS recommends that the defect be described in writing (by email).

If the complaint is rejected and the buyer agrees to a paid repair, the repair will be charged according to the current service price list. Prior to carrying out any paid repair, the buyer will be informed of the cost and scope of the repair.

Rejection of a Complaint

OS reserves the right to reject a complaint if the goods subject to the complaint and/or their components are contaminated or do not meet the basic hygiene requirements for safe submission of goods for complaint proceedings.

V. LCD Displays

Given the number of pixels on an LCD panel, it is practically impossible to prevent pixel loss from a manufacturing technology standpoint. For this reason, the ISO 13406-2 standard was established. Unless otherwise specified, goods sold by OS fall within Class II of this standard.

Types of defective pixels:

• Type 1 – bright dot (permanently lit pixel)
• Type 2 – dark dot (permanently unlit pixel)
• Type 3 – colored dot (permanently lit or unlit sub-pixel)

Permissible number of defective pixels for Class II: Type 1 – 2, Type 2 – 2, Type 3 – 5 per million pixels.

VI. Complaint Resolution

OS will resolve the complaint, including rectification of the defect, without undue delay, and no later than 30 days from the date the complaint is filed. The 30-day period may be extended by mutual agreement with the buyer; however, such an extension must not be for an indefinite period.

OS will issue the buyer a written confirmation of the date and method of complaint resolution, including confirmation of any repair carried out and the duration of the complaint proceedings, or, where applicable, the grounds for rejection of the complaint.

Upon resolution of the complaint, OS will notify the buyer by telephone, SMS, or email. The buyer is obliged to collect the resolved complaint without undue delay, within 30 days of being notified of its resolution.

Following the resolution of an accepted complaint by repair or replacement, the device warranty is extended by the duration of the complaint proceedings.

VII. Final Provisions

The buyer’s statutory rights are not affected by this Complaints Policy.

This Complaints Policy is valid from 1 January 2022 and supersedes all previous complaints policies.