Complaints Procedure

1. Basic Provisions

1.1 This Complaints Procedure defines the rights and obligations of the Seller and the Buyer when asserting claims arising from defective Products and the handling of such claims.

1.2 This Complaints Procedure forms an integral part of the General Terms and Conditions (hereinafter referred to as the "Terms") for purchasing goods on Lynx.cz, and constitutes an inseparable part of the Purchase Agreement concluded between the Seller and the Buyer in the manner specified in the aforementioned Terms. The Terms apply to this Complaints Procedure to the extent that the Complaints Procedure does not state otherwise. The interpretation of terms pursuant to Art. 1.2. of the Terms applies to this Complaints Procedure, unless an explicitly different interpretation is provided herein.

1.3 In matters not regulated by the Purchase Agreement, the Terms, or this Complaints Procedure, the relationship between the Seller and the Buyer arising from claims for defective Products shall be governed by Act No. 89/2012 Coll., the Civil Code of the Czech Republic.

2. Takeover of Products

2.1 The Seller is liable to the Buyer that the Product is free from defects upon takeover, in particular, that it was delivered in the quantity, quality, and design resulting from the Purchase Agreement, the Seller's offer, and the usual purpose for which similar products are used.

2.2 If the Buyer is a consumer, the Seller is liable that:

2.2.1 the Product has the characteristics that the Seller explicitly stated on the E-shop pages (usually in the Product description) and which are specified in the Purchase Agreement or offer; in the absence of such an agreement, the Product has the characteristics described by the Seller or the manufacturer, or those expected by the Buyer with regard to the nature of the Product and the advertising presented by the Seller or manufacturer;

2.2.2 the Product is fit for the purpose stated by the Seller on the E-shop pages (usually in the Product description) or for which a product of this kind is usually used;

2.2.3 the Product is in the corresponding quantity, measure, or weight; and

2.2.4 the Product complies with the requirements of legal regulations.

2.3 The Buyer is obliged to inspect the Product without undue delay after takeover. If the Buyer detects mechanical damage to the Product, they shall immediately contact the carrier and draw up a damage report with them (even retroactively) in the manner offered by the carrier. Subsequently, the Buyer shall contact the Seller's complaints department, which is obliged to further process the Product complaint based on the damage report in accordance with this Complaints Procedure. The Buyer is obliged to perform the inspection of the Product with all due care that can be expected from them, taking into account whether they are a business/entrepreneur or a consumer. This does not affect the consumer's rights arising from defective performance under legal regulations.

2.4 Later notification of an obvious defect may make it more difficult to prove that the defect already existed upon takeover of the Product. This does not affect the consumer's rights resulting from legal regulations.

3 Rights from Defective Performance and Quality Guarantee

3.1 The Seller is liable to the consumer that the Product is free from defects upon takeover and that no defects will manifest within 24 months from its takeover.

3.2 If a defect manifests within one year from the takeover of the Product, it shall be presumed that the Product was already defective upon takeover, unless this is precluded by the nature of the Product or the defect.

3.3 If a longer period of usability or a quality guarantee (e.g., 3 years) is specified for a specific Product on the E-shop, in its description, or in the warranty certificate, the Seller provides this guarantee under the conditions stated for the given Product.

3.4 A quality guarantee means that the Product will be fit for use for its usual purpose or will retain its usual characteristics for the specified period.

3.5 The Buyer's rights arising from defective performance are not affected by the provision of a quality guarantee.

3.6 Normal wear and tear of the Product caused by its usual use is not considered a defect. For batteries and accumulators, a gradual reduction in their capacity caused by natural wear and tear due to the number of charging cycles or period of use is not considered a defect. However, the right arising from defective performance fully applies to functional defects of the battery (e.g., sudden non-functionality, deformation, or power interruption) that do not result from normal wear and tear.

3.7 Neither the rights from defective performance nor the quality guarantee apply to defects caused by:

1. incorrect or unprofessional use of the Product,
2. puse in conflict with the instructions or its usual purpose,
3. unprofessional intervention or modification of the Product,
4. the effects of external influences (e.g., overvoltage in the grid, humidity, dust, drop/fall, etc.).

3.8 If the subject of the purchase is an item with digital features (software), the Seller is liable that it will be functional upon takeover and that the Buyer will be provided with the agreed updates and updates necessary to maintain functionality for the duration of the commitment.

3.9 The Seller is not liable for defects caused by unprofessional intervention in the software, installation of unauthorized programs, or neglect of the Buyer's obligation to perform a necessary update, provided that the Buyer was warned about its availability and the consequences of failing to perform it.

4. Assertion of Claims from Defects by a Buyer – Consumer

4.1 A Buyer who is a consumer is entitled to assert the right arising from a defect that manifests in the Product within 24 months of its takeover.

4.2 Rights from defective performance do not apply:

1. to defects for which a lower price of the Product was agreed,
2. to wear and tear caused by usual use,
3. to defects caused by incorrect or inappropriate use,
4. to defects caused by failure to comply with the manufacturer's instructions.

4.3 If the Product is defective, the consumer may request the removal of the defect. At their choice, they may request:

1. delivery of a new Product without defects, or
2. repair of the Product, unless the chosen method is impossible or disproportionately expensive compared to the alternative. The Seller may refuse to remove the defect if it is impossible or disproportionately expensive.

The consumer may request a reasonable discount or withdraw from the agreement if:

1. the Seller refused to remove the defect or failed to remove it,
2. the defect manifests repeatedly,
3. the defect constitutes a material breach of the agreement, or
4. it is apparent that the defect will not be removed within a reasonable time.

The consumer cannot withdraw from the agreement if the defect is insignificant.

4.4 The Buyer is not entitled to rights from defective performance if the Buyer knew before taking over the Product that it was defective, or if the Buyer caused the defect themselves.

5 Assertion of Claims from Defects by a Buyer – Business / Entrepreneur

5.1 A Buyer who is a business/entrepreneur is entitled to assert rights arising from defects that the Product had at the time the risk of damage passed to the Buyer, even if the defect manifests later. If a quality guarantee has been provided, the Buyer may also assert rights from defects arising during the warranty period.

5.2 If the Product has defects constituting a material breach of the Purchase Agreement, the Buyer is entitled to request:

1. delivery of a new Product without defects or delivery of the missing Product,
2. repair of the Product,
3. a reasonable discount on the purchase price,
4. withdrawal from the agreement.

5.3 A breach of the Purchase Agreement is considered material if the Seller knew or must have known at the time of concluding the agreement that the Buyer would not have entered into the agreement had they foreseen such a fact.

5.4 If the Product has defects that do not constitute a material breach of the Purchase Agreement, the Buyer is entitled to request the removal of the defect or a reasonable discount on the purchase price. If the Seller fails to remove the defect in time or refuses to remove it, the Buyer may request a discount or withdraw from the agreement.

5.5 If the Buyer requests the delivery of a new Product, the Seller is entitled to request the return of the defective Product.

6 Method of Submitting a Complaint

6.1 Notification of a Complaint

The Buyer shall file a complaint (notify a defect) in one of the following ways:

1. Online Form (Recommended): By filling out the form at https://www.lynx.cz/reklamace, based on which the complaint procedure is initiated and an AVZ identification number is assigned.
2. By E-mail: By sending a notification to the address lynx@lynx.cz.
3. In Person: At the business premises or an authorized service center.

6.2 Requirements for Submission: When filing a complaint (by any method pursuant to point 6.1.), the Buyer shall state in particular:

1. their identification and contact details,
2. identification of the claimed Product (invoice number, product code, and serial number),
3. a description of the defect and how it manifests,
4. the preferred method of settling the complaint, if asserted by the Buyer.

The Seller may request the Buyer to supplement missing information if it is necessary for processing the complaint.

6.3 Assignment of a Complaint Number and Sending of the Product

6.3.1 If the Buyer uses the online form or e-mail, the Seller will provide them (usually within 48 hours) with a unique Complaint Identification Number (hereinafter "AVZ"). This number serves for the quick identification of the complaint in the system.

6.3.2 It is recommended to visibly indicate the Complaint Identification Number (AVZ) on the packaging of the shipment containing the claimed Product so that the complaint can be properly identified. For the avoidance of doubt, it is also recommended to include this number inside the shipment. Failure to state this number on the packaging of the shipment may lead to an extension of the complaint processing time.

6.3.3 The Seller recommends that the Buyer send the Product without undue delay, ideally within 30 days from the assignment of the AVZ number. If the Product is not delivered within a reasonable time, the Buyer may be requested to supplement the complaint. If the Buyer has received an AVZ symbol, it is generally not necessary to submit a copy of the documents proving delivery and payment for the Product or the warranty certificate.

6.3.4 The Buyer is obliged to pack the Product in such a way as to prevent damage during transport. In the event of using unsuitable or non-original packaging, the Buyer bears liability for damage incurred during transport or handling of the Product.

6.3.5 The Buyer shall deliver the Product to the address specified by the Seller (usually the service center). The Seller recommends using shipping services that allow shipment tracking (e.g., DPD, PPL, etc.) to prevent loss or damage to the shipment. In the event of loss of the shipment during transport, the carrier chosen by the Buyer bears liability. The Buyer is responsible for the proper packaging of the shipment and its safe delivery to the Seller.

6.4 In the event that the Buyer does not use the method of notifying the complaint via an AVZ number, they are obliged to identify the detected defects in a written or personal notification, i.e., they must state what the defects are and how they manifest, as well as state the claim pursuant to Art. 4.3. and 5.2. that they are asserting as a result of the defects. If the Buyer claims the defects in person, the relevant person of the Seller or the service center shall draw up a complaint report with them pursuant to Art. 7.2. Upon the Seller's request, the Buyer is obliged to provide a proof of purchase or other facts proving the conclusion of the Purchase Agreement. If asserting rights from a guarantee, the Buyer is obliged to also present the warranty certificate upon request.

6.5 If, within the scope of the complaint, the Buyer requests the removal of the defect by replacing the Product with a new one, they are obliged to present or send the claimed Product to the Seller in a complete state, including all documentation, accessories, components, and software if they were part of the delivery, and with an undamaged identification label if the Product is equipped with one. The rules specified in Art. 6.3 of this Complaints Procedure shall apply to the method of packaging, marking of the shipment, and delivery. If the Buyer fails to present the Product in the state according to this article, the Seller may request the completion of the missing parts or choose another appropriate method of settling the complaint depending on the nature of the matter.

6.6. Shipping Costs:

6.6.1 The costs of sending the Product to the Seller shall be borne by the Buyer.

6.6.2 In the event of a justified (approved) complaint, the Seller bears the costs of returning the repaired/replaced Product back to the Buyer. In such a case, the consumer also has the right to reimbursement of purposefully incurred costs (postage) for sending the complaint to the Seller.

7. Handling of Complaints

7.1 Upon the assertion of a complaint, the Seller shall issue a written confirmation to the Buyer – consumer, stating the date when the consumer asserted the complaint, what its content is, and what method of settlement the consumer requests. The Seller shall handle the consumer's complaint without undue delay, no later than within 30 days from the day of its assertion, unless a longer period is agreed upon with the Buyer. This time limit also applies to complaints submitted by a Buyer – business/entrepreneur, unless agreed otherwise in the Seller's warranty conditions. If it is necessary to deliver the Product or other documents to assess the complaint, the Buyer is obliged to provide the necessary cooperation. For the duration during which it is not provided, the time limit for handling the complaint does not run.

7.2 The Seller is obliged to draw up a complaint protocol regarding the settlement of the complaint within the meaning of Section 2173 of the Czech Civil Code and Section 19, Paragraph 1 of Czech Act No. 634/1992 Coll., on Consumer Protection, containing at least:

7.2.1 the date of the assertion of the complaint (the date of receipt of the notification of defects);

7.2.2 the reasons for the complaint;

7.2.3 the method of handling the complaint requested by the consumer;

7.2.4 the result of the inspection of the claimed Product by the Seller or their contractual partner (the manufacturer or distributor of the Product);

7.2.5 ustification of the legitimacy and the method of its handling (repair or replacement of the Product), or;

7.2.6 justification for rejecting the complaint.

7.3 The Seller shall assess the legitimacy of the complaint and decide on the method of its handling.

7.4 The Seller is obliged to send the complaint protocol to the Buyer in writing to their address specified in the notification of claimed defects. The Seller may agree with the Buyer on sending the complaint protocol by e-mail to the Buyer's e-mail address.

7.5 If the Buyer is a business/entrepreneur, the Seller may, in the event of an unjustified complaint, demand compensation for purposefully incurred costs associated with the assessment of the complaint, up to 500 CZK (or the equivalent in EUR) excluding VAT per case. For a Buyer – consumer, the costs of assessing the defect are always borne by the Seller, unless it is an obvious abuse of rights.

7.6 An unjustified complaint is considered to be, in particular, a case where:

1. the claimed defect does not manifest during the assessment and the Product is functional,
2. the defect was caused by inappropriate or incorrect use of the Product,
3. the complaint was asserted after the expiry of the period for asserting rights from defects,
4. the Buyer fails to provide the necessary cooperation for assessing the complaint.

8. Final Provisions

8.1 In the event that any provision of this Complaints Procedure is invalid or ineffective for any reason, this fact does not cause the invalidity or ineffectiveness of the remaining parts of the Complaints Procedure or the Purchase Agreement.

8.2 The Seller is entitled to unilaterally amend this Complaints Procedure. The wording effective at the time of concluding the Purchase Agreement shall apply to the rights and obligations that arose during the period of effectiveness of the previous wording of the Complaints Procedure.

8.3 This Complaints Procedure is available on the Seller's website.

8.4 This Complaints Procedure enters into force on April 1, 2026.