Código de reclamaciones de los clientes

I. Disposiciones generales

El Código de Reclamaciones del Cliente forma parte integrante de las Condiciones Comerciales Generales del Vendedor, Kentino s.r.o., CZ 05066743, oficialmente registrada en Cestmirova 25 14000 Praha , inscrita en el Registro Mercantil mantenido por el Tribunal Municipal de Praga, sp. nº C 257790 (en lo sucesivo, el "Vendedor" o "Kentino"), y describe cómo reclamar los productos adquiridos en Kentino.

El Comprador está obligado a familiarizarse con el Código de Reclamaciones del Cliente y las Condiciones Generales (en lo sucesivo, las "CGC") antes de encargar cualquier artículo. Al mismo tiempo, el Comprador reconoce que está obligado a proporcionar a Kentino el nivel de cooperación necesario para resolver la reclamación, de lo contrario el plazo para el procedimiento de reclamación se ampliará por el tiempo que el Comprador no proporcionó la cooperación requerida.

Al firmar el contrato de compra y aceptar los artículos del Vendedor, el Comprador acepta este Código de Reclamaciones del Cliente.

Las definiciones de los términos contenidos en este Código de reclamaciones del cliente prevalecen sobre las definiciones contenidas en el GBT. Si este Código de reclamaciones del cliente no define un término, se entiende que su significado es el definido en el GBT. Si el GBT tampoco lo define, se entiende que tiene el significado utilizado en la legislación.

Los servicios de reparación cubiertos por un servicio adquirido o contratado se rigen exclusivamente por las condiciones del servicio concreto.

II. Garantía de calidad

Como prueba de la garantía, Kentino emite un justificante de compra (factura) con los datos legales necesarios para el procedimiento de reclamación (por ejemplo, el nombre del producto, el periodo de garantía, el precio, la cantidad, el número de serie).

A petición expresa del Comprador, Kentino también puede proporcionar la garantía en forma de tarjeta de garantía. Por defecto, sin embargo, y si es posible, el Vendedor proporciona al Comprador una prueba de compra del artículo, que contiene todos los datos necesarios.

Si fuera necesario para la garantía proporcionada, Kentino explicará el contenido de la garantía en una tarjeta de garantía de forma comprensible, especificando su alcance, condiciones, duración y la forma en que se pueden ejercer las reclamaciones. Kentino también indicará en la tarjeta de garantía que la garantía no limita ni infringe los derechos del Comprador relacionados con la compra del producto.

1. Plazo para reclamar el cumplimiento defectuoso

El plazo para reclamar un funcionamiento defectuoso comienza en la fecha en que el Comprador recibe el producto, es decir, en la fecha que figura en el recibo de compra o en la tarjeta de garantía.

El periodo de tiempo es:              

• 24 meses para artículos nuevos (incluidos los desembalados);          
• 21 meses para los artículos reacondicionados (los artículos reacondicionados son artículos usados que han sido revisados por nuestros especialistas y están marcados en consecuencia);            
• 12 meses para los artículos usados (por artículos usados se entienden los productos marcados como tales, que han sido utilizados o revisados, no presentan defectos y la integridad del embalaje no impide el pleno uso del producto).

Para los productos de consumo (por ejemplo, cosméticos, artículos de droguería, etc.), el Comprador tiene derecho a reclamar el cumplimiento defectuoso en un plazo de veinticuatro (24) meses, a menos que la fecha de caducidad se indique en el embalaje, en cuyo caso el plazo se acorta hasta la fecha marcada en el embalaje.

Si el Comprador es un empresario, el plazo en el que puede reclamar el cumplimiento defectuoso puede ser diferente si se indica expresamente para el tipo de producto. En este caso, prevalecerá el plazo indicado y el producto se marcará como así.

El plazo finaliza en la fecha correspondiente a la fecha en que se inició, una vez transcurrido el número de meses indicado. El periodo de garantía en meses figura para cada producto en la tienda del Vendedor y está suficientemente resaltado en el recibo de compra.

Cualquier reclamación de responsabilidad aplicable al producto quedará anulada si la reclamación no se presenta dentro del periodo de garantía.

Si una reclamación se resuelve sustituyendo el artículo, el periodo de garantía no se renueva. El periodo de garantía original sigue vigente, a partir de la fecha en que el Comprador recibió el producto original.

2. Calidad en el momento de la adquisición

El Vendedor está obligado a garantizar que el producto adquirido por el Comprador no presenta defectos en el momento de su recepción. En particular, el Vendedor está obligado a garantizar que en el momento en que el Comprador reciba el producto,

• el producto tiene todas las propiedades acordadas por ambas partes, y si dicho acuerdo no existe, las propiedades del producto deben ser las descritas por el Vendedor o el fabricante, o lo que el Comprador espera basándose en la naturaleza del producto y la publicidad realizada por el Vendedor o el fabricante.
• el producto es adecuado para el fin indicado por el Vendedor o para el fin para el que se utiliza normalmente el tipo de producto concreto.
• el producto se entrega en la cantidad, volumen o peso adecuados.              
• el producto cumple los requisitos legales necesarios.

Si se produce un defecto en los seis meses siguientes a la adquisición, se presume que el producto era defectuoso en el momento de la compra por parte del Comprador, a menos que el Vendedor pueda demostrar lo contrario.

3. Garantía de calidad contractual

Kentino puede proporcionar un servicio gratuito más allá del plazo legal (24 meses) dentro del periodo de tiempo especificado. Este servicio se rige exclusivamente por el presente Código de Reclamaciones del Cliente, en particular por las disposiciones relativas al servicio gratuito que se indican en el artículo VII. Este servicio gratuito no es lo mismo que el servicio de pago "Garantía ampliada", cuyas condiciones se rigen exclusivamente por las condiciones del servicio específico.

III. Condiciones de la garantía

1. Inspección de calidad

Al recibir la mercancía de la empresa transportista, el Comprador debe inspeccionar correcta y minuciosamente la entrega (es decir, el número de bultos, la cinta de precinto con el logotipo de la empresa intacta y el embalaje intacto) conforme al albarán de entrega.

El día de la recepción de la mercancía, el Comprador deberá inspeccionar de nuevo la mercancía para comprobar si está completa; en particular, si se han entregado todas las piezas.

Cualquier irregularidad deberá ser comunicada al Vendedor en el momento de la recepción de la mercancía por parte de la empresa de transporte y deberá constar en el acta de entrega, por lo que el Comprador podrá negarse a aceptar la entrega. Las irregularidades también pueden comunicarse a la dirección de correo electrónico [email protected] o rellenando el formulario formulario de contacto. Se recomienda adjuntar fotos que documenten los defectos y el embalaje dañado.

El plazo de garantía legal no se verá afectado por ello. Cualquier reclamación posterior por entrega incompleta o embalaje dañado no limita el derecho del Comprador a reclamar la garantía; sin embargo, permite a Kentino demostrar que la misma no representa un conflicto con el acuerdo de compra.

2. Reclamaciones en garantía

Para agilizar el proceso, se recomienda al Comprador que reclame la garantía directamente al respectivo centro de servicio autorizado (si procede).

El comprador puede presentar una reclamación en cualquiera de las tiendas del Vendedor; consulte la lista de tiendas aquí. No es posible presentar una reclamación durante el proceso de compra nocturno o en lugares donde Kentino preste servicios especiales. En el caso de electrodomésticos de gran tamaño (lavadoras, frigoríficos, cocinas, electrodomésticos empotrados), recomendamos que el Comprador presente una reclamación en el. Cestmirova 25, tienda Praha 4. A petición del Comprador, Kentino puede recoger el aparato defectuoso como parte de la reclamación.

La garantía puede y puede ser reclamada también a Kentino, en cuyo caso el Comprador deberá entregar la mercancía en cuestión, incluidos los grandes electrodomésticos, a la siguiente dirección:

Kentino.com - reklamace 
Cestmirova 25

14 000 Praha – Czechia

The goods claimed (including all parts and accessories) should be be delivered with the proof of purchase, warranty certificate or similar document, detailed description of the defects and sufficient contact details of the Buyer (shipping address and telephone number) so that the goods can be identified and the defects diagnosed.

We also recommend selecting the mode of settling the claim (repair, replacement or refund).

The warranty is to be claimed with the authorised service centre named in the warranty certificate/proof of purchase located near Kentino or the Buyer.

Kentino or an authorised service will issue the buyer with a written confirmation of when the claim was filed, scope of claim, what solution is requested, immediately after receiving the claim. In the case of filing a claim in person at a branch, the confirmation is handed over immediately in paper form if requested by the customer, in all other cases the confirmation is sent via e-mail. The confirmation serves only as proof of receipt of the claim. The condition of the goods in which the Buyer has handed over these goods to Kentino will be assessed as part of the claims procedure.

The Buyer acknowledges that if the claimed goods are not submitted to Kentino with all parts and accessories pertaining thereto, the Buyer – if withdrawing from the agreement – will be refunded the purchase price less the price of the parts and accessories not submitted.

3. Compatibility

Compatibility of the purchased parts with other parts not approved by Kentino, manufacturer or goods provider is not guaranteed; nor is the compatibility with software applications whose functions have not been explicitly requested by the Buyer in the written order, unless such compatibility is common to similar goods or unless Kentino 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.

4. Limitations

If the protective seal, information sticker or serial number is damaged, the Buyer risks that the claim will be rejected; unless the same have been damaged in the course of 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 in 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):

1. mechanical damage;
2. overvoltage (visibly burnt components or printed circuit boards) with the exemption of common deviations;
3. use of goods in conditions (temperature, dust, humidity, chemical and mechanical conditions) other than directly stipulated by Kentino or manufacturer;
4. unprofessional installation, use, operation or neglected maintenance;
5. PC virus (damaged goods or parts of the goods);
6. defects to software with no proof of legal licence; or use of unauthorised software and consumables;
7. excessive overuse or use contrary to the terms and conditions stipulated in the relevant documents or contrary to the general practice;
8. non-qualified interventions or adjustments of parameters (non-qualified interventions means interference by any person other than the Seller or service authorized by the Seller);
9. adjustments made by the customer (painting, bending, etc.);
10. incorrect BIOS or firmware upgrade;
11. forces of nature or force majeure;
12. use of incorrect or defective software; and
13. 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 Buyer and Kentino or declared by Kentino; or to cases where the same can be expected with reference to the advertisement or usual use of the goods.

A warranty arranged with respect to the purchased software applies only to the physical readability of the media (the media cannot be scratched, etc.). The Buyer becomes a legitimate user of a software product and accepts the licence terms and conditions of the software manufacturer once the protective elements (foil, seal, envelope, etc.) are removed or once the digital version is downloaded. This does not apply to the conflict with the purchase agreement (see below).

5. Tests

The claimed goods are tested only for the defects claimed by the Buyer (as claimed in the claims form or enclosed document describing the defects in question). Kentino recommends describing the defects in writing, whether in paper or electronic form.

If the claim is rejected and the Buyer agrees that the goods will be repaired for consideration, the Buyer is charged the amount stipulated in the valid price list of the authorised service centre.

The Buyer acknowledges that the repairs for consideration are not provided for directly by Kentino but rather facilitated by Kentino whereby Kentino only orders the repairs with the authorised service centres or communicates the repairs, transport, etc. with the authorised service centres. Kentino assumes no liability for the repairs made.

Before the goods are repaired, the Buyer 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 Kentino. The goods can be repaired for consideration only if the Buyer 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 Buyer acknowledges that Kentino may and can re-invoice to the Buyer the costs charged by the authorised service centre for diagnosing the defect and shipping the goods back as stipulated in the price list of the authorised service centre in question (applicable to Buyers-entrepreneurs only).

6. Backup

When claiming the warranty or repair of a PC system or backup device, the Buyer is to back up the necessary data accordingly and prevent the same from potential misuse or damage. Kentino assumes no liability for any loss, damage or misuse of data stored in the backup device of a PC system.

The backup device is a device prone to objective defects of a random character. Kentino hereby notifies the Buyer as of this fact and recommends that the user data be systematically backed up and stored on appropriate devices (DVD, Cloud, etc.). The arranged warranty is not affected thereby.

The Buyer acknowledges that – if, as part of the handled claim, the defective backup device is replaced – the original device is not returned.

7. Rejected Goods

a. Dirty Goods

Kentino 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. Fuel tanks must be submitted empty.

b. Security

If the goods are protected by a traditional or gesture password or otherwise, the Buyer must cancel this protection when claiming the warranty or disclose the password in the description of the defect claimed; otherwise, Kentino has a right to refuse to accept the claimed goods. The same applies also to BIOS or firmware or access to the storage space of the device in question. Without full access, the device cannot be repaired or its defect diagnosed and the claiming procedure cannot be commenced unless the Buyer meets the duty stipulated herein.

If the device is protected by an active anti-theft service (Apple Find my iPhone, iPod touch, MacBook, Intel anti-theft, etc.), this service must be deactivated by the Buyer before the device is submitted and the warranty claimed; otherwise, Kentino has a right to refuse to accept the claimed goods and the claiming procedure can be commenced only after the Buyer meets the duty stipulated herein.

8. Default Settings, Modification of the Purchased Goods or Services by the Buyer

The Buyer is hereby notified of the need to restore the default settings of the claimed goods (namely the added or replaced operating memories, hard discs and SSD in notebooks and PCs) before claiming the warranty. Kentino assumes no liability for such components, especially if the same are not explicitly stated in the claim.

The original components must be retained so that their warranty (if any) can be claimed in the future and the purchase agreement terminated.

If the Buyer hands over goods that are not in the factory configuration, i.e. that have been modified by the Buyer or at the Buyer’s request, the Buyer acknowledges that the service intervention may result in the devaluation of such modification, without the possibility of replacement. If the goods are modified, the Buyer must keep the original components.

Modifications made by the Buyer are for example:

• a) adding or replacing operating memory, hard drives or SSDs in laptops and computers
• b) application of protective glass to a phone or similar device, application of a skin or sticker to a device, patch on clothing and similar modifications.

9. LCD Displays

Given the amount of LCD panel pixels, the loss of pixels (faults) cannot be prevented with respect to the technology used. Therefore, ISO standard (ISO 13406-2) grouping the monitors into four quality classes with the maximum number of allowed defective pixels or clusters have been set for each class. A cluster is a square of 5×5 pixels. Unless stated otherwise, the goods offered by Kentino are classified as Class 2 goods.

Defective pixel:

• Type 1 – a hot pixel (always on, white).
• Type 2 – a dead pixel (always off, black).
• Type 3 – a stuck pixel (sub-pixel, always on or always off, other than desired colour)

Defective cluster:

• Type 1 defective cluster – more than one type 1 or type 2 faults
• Type 2 defective cluster – more than one type 3 faults

Maximum number of faults (per type) per 1 million pixels:

10. ASICs

ASICs must be used with accordance with user manual. Proper cooling and airflow must be maintained so that they can sustain high heat emissions. The ASICs must be operated in dust free environment where all dust is filtered like in server rooms TIER 3. They must be connected via electrical surge protection socket that can withstand surges starting at 1KV and form 1ms. The airflow incoming to ASICs can not exceed 23 C what is normal room temperature. Failing to comply these may void warranty. Furthermore ASICs produced from different manufacturers that Kentino as specialized devices whose price is solely dependent on financial market changes that we can not influence there is exception and 14 days returns shall not be applied as in many other electronics products. For ASICs of our Kentino production we provide full 14 days returns warranty.

IV. Handled Claims

1. Buyer – Consumer

The consumer is a private individual acting in a private capacity.

Claims of Buyers-consumers are addressed by Kentino 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 Kentino 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. Buyer – Entrepreneur

Claims of Buyers-entrepreneurs are resolved by Kentino within a maximum of 40 days after the warranty has been claimed; and the result is emailed to the contact email address of the Buyer-entrepreneur.

V. Common Provisions

The Buyer 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 has been processed, the Buyer is notified by Kentino as of the result by telephone, text message or email. Goods shipped by a shipping company are automatically shipped backed to the Buyer’s address once the claim has been completely processed.

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 this period commences one day after the day the warranty has been claimed and is terminated on the day the Buyer has been informed about the result.

If the claim is accepted as legitimate, the Buyer may and can claim reimbursement of costs reasonably incurred in claiming the warranty; in particular, the Buyer may and can claim the reimbursement of postage. The costs claimed need not necessarily include costs incurred in travelling 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 Buyer 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 Buyer is charged a fee of CZK 20 incl. VAT for storing the goods in question; charged by Kentino for each day of delay.

If the goods in question are not collected by the Buyer within 6 months after the Buyer has been informed about the handled claim, Kentino reserves the right to sell the goods in question and offset the proceeds against the outstanding storage fee.

To prevent damage/legitimisation 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 Buyer (ID card, passport). Unless the said documents are presented, the goods in question/cash refunds may and can be refused by Kentino or Kentino’s contractual partners to be collected / paid. Goods in question claimed by Buyers-legal entities can only be collected by/cash refunds can be paid to the respective authorised 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 use, 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 Buyer’s right to claim the warranty in the warranty period is not affected thereby. In claiming the warranty, however, the Buyer must take the above into account as the warranty does not apply to the ordinary wear and tear caused by 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 Kentino, 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 Kentino and:

• repaired; or
• replaced with the same or similar product with better parameters; or
• refunded if none of the above is feasible.

Kentino undertakes to repair/replace the goods or refund the Buyer within a maximum of 35 days after the goods have been accepted by Kentino; otherwise, the Buyer may and can withdraw from the purchase agreement.

Rights to claim the warranty provided by the manufacturer are not affected thereby.

VII. Miscellaneous

The statutory rights of the Buyer are not affected hereby.

This Complaints Code comes into effect on 15 August 2022, repealing the previous versions.

This Complaints Code is available for reference in the Kentino central office, shops and the www.kentino.com website.