Complaints Procedure

This is an English translation provided for information. The Czech version is legally binding.

This Complaints Procedure specifies the procedure for exercising rights arising from defective performance (complaints) for goods purchased in the e-shop at https://idcshop.cz and forms an integral part of the terms and conditions.

Seller: ACES Services spol. s r.o., Company ID (IČO) 27242471, VAT ID (DIČ) CZ27242471, registered office Za Nadýmačem 1130/13, Uhříněves, 104 00 Praha 10, registered in the Commercial Register kept by the Municipal Court in Prague, file number C 107062. E-mail: info@idcshop.cz, phone: +420 728 007 516.

What we are liable for

The seller is liable to the buyer for the goods being free from defects upon takeover — in particular that they correspond to the agreed description, type, quantity, quality and functionality, and that they are fit for the purpose for which goods of this kind are usually used (§ 2161 of Act No. 89/2012 Coll., the Civil Code).

Periods for making a complaint

New goods — consumer: a defect may be notified within 24 months of taking over the goods. If a defect becomes apparent within one year of takeover, the goods are presumed to have been defective at the time of takeover (§ 2161(5) of the Civil Code).
New goods — business (purchase under a company ID): contractual warranty of 12 months.
Second-hand (used) goods: the period for notifying a defect is 12 months from takeover (§ 2168 of the Civil Code). Wear or defects corresponding to the condition grade A / B / C described for the product at the time of sale cannot be claimed.
If a longer manufacturer's warranty is stated for specific goods, the period stated for the product or in the warranty certificate applies.

Complaints do not cover defects caused by improper intervention, mechanical damage after takeover, use contrary to the instructions, normal wear and tear, or damage by natural forces (power surges, etc.).

How to make a complaint

The easiest way to make a complaint is in your account (My orders → Make a complaint) or by e-mail to info@idcshop.cz (or by phone at +420 728 007 516). Please state the order number and a description of the defect, and attach photos or a video if possible.

We will confirm receipt of the complaint by e-mail within 2 working days at the latest and tell you how to proceed. If the goods need to be sent, we will send you a free Zásilkovna return code – you hand the goods in at any pick-up point or Z-BOX without printing a label; we pay for the shipping of the goods under complaint. For PC builds, we can arrange remote diagnostics.

When you make a complaint, we will issue a written confirmation (by e-mail) stating the date of the complaint, its content and the requested method of settlement. You can follow the progress of the complaint in your account.

Please pack the goods under complaint so that they are not further damaged in transit. We recommend enclosing a copy of the proof of purchase.

Settlement of the complaint

We will settle the complaint without undue delay, no later than 30 calendar days from the date it was made, unless we agree with you on a longer period (§ 19 of Act No. 634/1992 Coll., on Consumer Protection). Expiry of this period without settlement is considered a material breach of contract.
We will inform you of the settlement by e-mail; this includes confirmation of the date and method of settlement of the complaint or, where applicable, a written justification of its rejection.
If the complaint is accepted, depending on the nature of the defect you are entitled to: free removal of the defect (repair or delivery of a new item free of defects), a reasonable discount on the purchase price, or — in the case of a material defect or a defect recurring after repair — withdrawal from the contract and a refund (§ 2169 et seq. of the Civil Code).
If the complaint is justified, you are entitled to reimbursement of the costs reasonably incurred in making the complaint (in particular postage). Please request reimbursement within one month of the expiry of the period for notifying the defect.
If the complaint is unjustified, the consumer is not obliged to pay the costs of diagnostics.

Out-of-court dispute resolution

If we do not reach an agreement, you may turn to the Czech Trade Inspection Authority (ČOI) (adr.coi.cz, adr@coi.cz) — details in Article 8 of the terms and conditions.

This Complaints Procedure takes effect on the date of its publication.