Complaints Procedure | LH Electronics

Complaints Procedure for Consumers

This Complaints Procedure (hereinafter referred to as the "Complaints Procedure") governs the method and conditions for claiming defects in goods purchased by a consumer through the LH Electronics online store from our company:

LH Electronics s.r.o., se sídlem: Spojovací 24, 326 00 Plzeň
COMPANY ID: 06372228
VAT ID: CZ06372228
Registered in: the Commercial Register maintained by the Regional Court in Plzeň, Section C, Insert 35065
Mailing address: Slovanská alej 1960/24, 326 00 Plzeň
telephone number: +420 602 746 585
contact e-mail: info@lhelectronics.cz

1. What defects are we liable for?

1.1. As the seller, we are liable for ensuring that the goods you received are those you ordered and that the goods are free from defects at the time of receipt. This means that, upon receipt, the goods:

possess the characteristics agreed upon, described by us, or that you could reasonably expect based on the nature of the goods and the advertising;
are in the appropriate quantity, size, or weight;
comply with legal regulations;
are suitable for the purpose we state or the usual purpose for which such goods are used;
correspond to the quality agreed upon, or to the quality stipulated by applicable legal regulations for that type of goods; and
are free from legal defects, i.e. no third party has ownership rights to the goods, and the goods are accompanied by all necessary documents for their proper use.

We do not provide any quality guarantee beyond the statutory warranty period for consumers.

1.2. A deviation in color shades between real life and digital displays is not considered a defect. If the goods do not meet your expectations, you may withdraw from the contract within 14 days of receipt in accordance with Article 6 of the General Terms and Conditions.

1.3. When collecting goods in person, you are obliged to check their completeness and the integrity of the packaging.

1.4. Upon receiving goods from the carrier, you must carefully check the condition of the shipment (especially the number of parcels, any damage to the packaging), the completeness of the goods, and that all components are included.

1.5. Any discrepancies must be reported immediately – on the spot when collecting in person, marked in the handover protocol when receiving from the carrier, or you can refuse to accept the shipment or it can always be reported to info@lhelectronics.cz. In such a case, please attach photographic documentation of the damage and packaging.

2. What is the warranty period?

2.1. For unused consumer goods, the warranty period is 24 months from receipt unless a longer period is stated on the website, accompanying documents, or advertising. For used goods, the warranty period is 12 months from receipt.

2.2. In the event that the goods are to be replaced or repaired, a new warranty period does not begin for the new goods, replaced components, or spare parts. However, the warranty period shall be extended by the time during which you were unable to use the goods due to the defect, i.e., in particular by the time the goods were undergoing repair.

3. What rights do you have in case of defective performance?

3.1. Your rights arising from defective performance are governed by the Civil Code, in particular Sections 2099 to 2117 and Sections 2165 to 2174.

3.2. In accordance with the above-mentioned provisions, you are entitled in particular to the following rights:

a) Completion of what is missing
If we deliver a smaller quantity of goods than agreed, or if we deliver incomplete goods, you have the right to the completion of the missing items.

b) Discount on purchase price
If a defect existed on the goods at the time of receipt or appears during the warranty period, you may always request a reasonable reduction of the purchase price.

c) Replacement of goods of defective components of the goods
You may always request the replacement of the goods or a defective part thereof, provided this is not disproportionate to the nature of the defect (i.e., particularly where an immediate repair is not possible) and provided that the defect does not constitute a non-substantial breach of contract.
You are not entitled to replacement of the entire goods if only a component part is defective. If, during the complaint procedure, it is determined that only a component is defective, we will replace that component.
You cannot request the replacement of used goods or goods sold at a reduced price. In such cases, you may instead request a discount on the purchase price.

d) Repair of the goods
If it is possible to repair the goods, you are entitled to free defect removal. If, during the complaint procedure, it becomes apparent that we are unable to repair the goods, we will inform you immediately, and you may choose another remedy as outlined in this complaint procedure.

e) Refund (withdrawal from the contract)
V You may only request a refund under the following conditions:

the delivery of defective or incomplete goods constitutes a substantial breach of contract on our part; or
we are unable to remove a defect that prevents proper use of the goods, nor are we able to replace the goods with a non-defective item (e.g., if the goods are no longer manufactured); or
you cannot properly use the goods due to recurring defects after repair (i.e., the same defect appears after at least two prior repairs); or
the goods exhibit a larger number of defects (i.e., at least three removable defects appear simultaneously, each of which prevents the proper use of the goods); or
we fail to resolve your complaint within the 30-day period from its submission.

3.3. As a condition for replacement of the goods or refund (withdrawal from the contract), you must return the goods in the condition in which you received them. Exceptions apply in the following cases:

a) the condition changed due to inspection aimed at identifying the defect;

b) you used the goods before discovering the defect;

c) you did not cause the inability to return the goods in unchanged condition by your actions or omissions; or

d) you sold the goods before discovering the defect, consumed them, or modified them during regular use – if only partially, you must return the remaining goods and compensate us to the extent you benefited from using the goods.

4. When can rights arising form defective performance not be exercised?

4.1. You are not entitled to rights arising from defective performance if:

you were aware of the defect prior to taking delivery of the goods;
the defect was caused by you;
the wear and tear of the goods is due to normal use;
the defects of the used goods correspond to the level of use or wear that the goods had at the time they were taken over by the buyer;
the goods were sold at a reduced price – only with respect to the defect for which the lower price was agreed.

4.2. The warranty also does not apply to damage caused by:

mechanical damage to the goods;
electrical overvoltage;
use of the goods in conditions which are inappropriate in terms of temperature, dustiness, humidity, chemical or mechanical influences of the environment as specified by the seller or manufacturer;
unprofessional installation, handling, operation, or neglect of maintenance;
damage caused by overloading or use contrary to the terms stated in the documentation or general principles;
unauthorized intervention or changes to the parameters;
modifications made to the goods by the customer, where the defect resulted from such modification;
natural disasters or force majeure;
breach of a protective seal, informational label or serial number – such breach exposes you to the risk of the complaint being rejected;
expiration of the warranty period.

4.3. Furthermore, the warranty and claims arising from liability for defects do not apply to:

wear and tear of the goods resulting from normal use;
defects of used goods corresponding to the degree of use or wear at the time you took them over;
goods sold at a reduced price – only with respect to the defect for which the lower price was agreed; or
goods for which it follows from their nature that they cannot last the entire duration of the warranty period (in particular goods which, by their nature, are not expected to endure the full warranty term).

5. How to proceed with a complaint?

5.1. You should lodge a complaint with us without undue delay after discovering the defect.

5.2. Recommended procedure for lodging a complaint:

to submit a complaint, you may notify us via email at info@lhelectronics.cz or in writing at our registered office address;
it is also advisable to inform us of the right arising from defective performance that you have chosen, i.e., whether you are seeking completion of what is missing, a price reduction, replacement of the goods or defective component, repair, a refund, or another right as permitted under this complaints procedure and the Civil Code;
the goods being complained about, including any accessories, should be delivered to us either together with or after lodging the complaint (not via cash-on-delivery, which we do not accept) to our registered office or business premises. When shipping, we recommend packaging the goods appropriately to prevent damage or destruction;
to facilitate the process, it is advisable to include a proof of purchase or a tax document – invoice, if issued – or another document proving the purchase of the goods, along with a description of the defect and a proposal for how the complaint should be resolved.

Failure to follow one or more of the steps above or to provide any of the documents mentioned does not prevent the complaint from being properly resolved in accordance with applicable law.

5.3. The moment of lodging the complaint is considered the moment when we are demonstrably notified of the existence of the defect.

5.4. We decide on the received complaint immediately, and in complex cases within three working days. This period does not include the time reasonably required according to the type of product or service for expert assessment of the defect. The complaint, including possible defect removal, will be handled without undue delay, no later than within 30 days from the date the complaint is lodged, unless we agree on a longer period.

5.5. If you select a right which, for objective reasons, cannot be granted (particularly in the case of irreparable defects or if replacement is not possible), we will contact you immediately. In that case, you may choose another remedy in accordance with this complaints procedure.

5.6. When lodging a complaint, you will be issued a written confirmation stating when you asserted your right, what the content of the complaint is, and which method of complaint resolution you are requesting. Furthermore, after the complaint is resolved, we will issue a confirmation indicating the date and method of complaint resolution, including a confirmation of any repair carried out and its duration, or a written justification for rejection of the complaint.

5.7. After the complaint is resolved, you are obliged to check the goods received and their conformity with the complaint resolution report. You are also obliged to check the completeness of the goods, particularly whether the packaging contains all components it is supposed to. Later objections in this regard will not be taken into account.

5.8. After the complaint is resolved, you are required to collect the goods without undue delay, within 30 days from the date you were notified of the complaint resolution.

5.9. If the complaint is not collected by you no later than the final day of the above-stated period, we will charge you (after the lapse of the period) a storage fee of CZK 50 including VAT per day of delay.

5.10. If you do not collect the goods from the resolved complaint within 2 months from the date you were notified of its resolution, we reserve the right to sell the goods and use the proceeds to cover the storage fee.

5.11. After a recognized complaint has been resolved by repair or replacement, the warranty period is extended by the duration of the complaint procedure – from the date the complaint was demonstrably lodged until the date you were informed of its resolution.

5.12. In accordance with the Civil Code, you have the right to reimbursement of reasonably incurred costs associated with asserting a complaint about the goods. Please note that this right must be exercised within one month after the expiry of the period in which the defect must be reported.

This Complaints Procedure is valid and effective from 1 March 2025.

Complaints Procedure for Entrepreneurs and Legal Entities

This Complaints Procedure (hereinafter referred to as the "Complaints Procedure") governs the method and conditions for claiming defects in goods purchased by an entrepreneur or legal entity through the LH Electronics online store from our company:

1. Seller's liability for defects

1.1. The seller is liable for the goods being free of defects at the time of receipt. This means that, upon receipt, the goods:

are in the agreed quantity;
conform to the quality and design agreed between the buyer and the seller, or, where applicable, to the sample or model, or the purpose apparent from the contract; otherwise, for the usual purpose;
also constitute a defect if the seller delivers different goods than agreed upon;
are free from legal defects, i.e. no third party has ownership rights to the goods, and the goods are accompanied by all necessary documents for their proper use.

The seller does not provide any warranty for quality, and Section 2113 of the Civil Code shall not apply, unless otherwise agreed individually.

1.2. A deviation in color shades between real life and digital displays is not considered a defect.

1.3. When collecting goods in person, the buyer is obliged to check their completeness and the integrity of the packaging.

1.4. When receiving goods from the carrier, the buyer is further required to carefully inspect the shipment (in particular, the number of parcels, integrity or damage to the packaging), completeness of the goods, and that the package contains everything it is supposed to.

1.5. Any discrepancies must be reported to the seller at the time of personal pickup, or in the case of delivery by a carrier, noted in the carrier’s handover report or the buyer may refuse to accept the shipment. Alternatively, the issue may be always reported by email to info@lhelectronics.cz. In such a case, please attach photographic documentation of the damage and packaging.

2. Buyer's Rights Arising from Defective Performance

2.1. The buyer’s rights arising from defective performance are governed by the Civil Code, in particular Sections 2099 to 2117.

2.2. If the defect constitutes a material breach of contract, the buyer is entitled to the following rights:

a) removal of the defect by delivery of new goods without defects or by delivery of the missing goods;

b) removal of the defect by repair;

c) a reasonable reduction of the purchase price; or

d) withdrawal from the contract.

2.3. If the defect constitutes a non-material breach of contract, the buyer may request:

a) removal of the defect; or

b) a reasonable reduction of the purchase price.

2.4. The buyer is required to inform the seller of the chosen remedy upon reporting the defect, otherwise the remedy shall be determined by the seller. A chosen remedy may be changed only with the seller’s consent.

If the buyer considers the defect to be a material breach of contract, the buyer is obliged to prove this to the seller.

The buyer acknowledges that until they assert their right to a discount on the purchase price or withdraw from the contract, the seller is entitled to deliver the missing item or remove the legal defect (particularly by providing missing documentation).

2.5. Replacement of goods or withdrawal from the contract may not be requested if the buyer cannot return the goods in the condition in which they were received. This does not apply if:

a) the condition changed due to inspection aimed at identifying the defect;

b) the buyer used the goods before the defect was discovered;

c) the buyer did not cause the inability to return the goods in unchanged condition through action or omission; or

d) the buyer sold the goods before discovering the defect or altered them during regular use; if this occurred only partially, the buyer must return what can still be returned and compensate the seller to the extent they benefited from using the goods.

3. Ineligibility to Assert Rights Arising form Defective Performance

3.1. The buyer is not entitled to rights from defective performance if they knew about the defect before receiving the goods or caused the defect themselves

3.2. Claims for liability for defects also do not apply to:

wear and tear of the goods resulting from normal use;
the defects of the used goods correspond to the level of use or wear that the goods had at the time they were taken over by the buyer;
goods sold at a reduced price – only with respect to the defect for which the lower price was agreed;

3.3. The warranty also does not apply to damage caused by:

mechanical damage to the goods;
electrical overvoltage;
use of the goods in conditions which are inappropriate in terms of temperature, dustiness, humidity, chemical or mechanical influences of the environment as specified by the seller or manufacturer;
unprofessional installation, handling, operation, or neglect of maintenance;
damage caused by overloading or use contrary to the terms stated in the documentation or general principles;
unauthorized intervention or changes to the parameters;
modifications made to the goods by the customer, where the defect resulted from such modification;
natural disasters or force majeure;
breach of a protective seal, informational label or serial number – such breach exposes you to the risk of the complaint being rejected;
situations where the nature of the goods inherently excludes warranty coverage.

4. Complaint Procedure

4.1. The buyer is obligated to lodge a complaint with the seller without undue delay after discovering the defect. The seller's contact address is designated for receiving returned goods under complaint.

4.2. Binding complaint procedure:

for faster processing, the buyer may inform the seller of the complaint in advance, via email at info@lhelectronics.cz or in writing to the seller’s registered office address;
the buyer must inform the seller which right arising from defective performance they are asserting, describe the defect and/or its symptoms;
the buyer shall deliver the complained-about goods to the seller (not cash-on-delivery, which the seller does not accept), and must package the goods suitably to prevent damage during transit;
the buyer shall include proof of purchase or a tax document – invoice, if issued – or another document proving the purchase of the goods.

4.3. The moment of lodging the complaint is the moment the complained-about goods are delivered to the seller.

4.4. The seller shall decide on the complaint immediately, or in complex cases within three working days. This period does not include the time reasonably required according to the type of product or service for expert assessment of the defect. The complaint, including any removal of the defect, shall be resolved without undue delay, no later than 30 days from the date of the complaint, unless a longer period is agreed upon between the seller and buyer.

4.5. Upon lodging the complaint, the seller shall issue a written confirmation indicating the date the complaint was received, its content, and the resolution method requested by the buyer. After the complaint is resolved, the seller will issue a confirmation of the date and method of resolution, including a confirmation of repair and its duration, or a written justification for rejecting the complaint.

4.6. After the complaint is resolved, the buyer must check the goods and ensure they conform to the complaint resolution report. The buyer must also check that the packaging contains all expected components. Later objections in this regard will not be taken into account.

4.7. After resolution of the complaint, the buyer is obligated to collect the goods without undue delay, within 30 days from the date of being informed of the resolution.

4.8. If the complaint is not collected by the buyer by the final day of the above period, the seller will charge a storage fee of CZK 50 including VAT for each day of delay (after the lapse of the period).

4.9. If the goods are not collected within 2 months from the date the buyer was informed of the complaint resolution, the seller reserves the right to sell the goods and use the proceeds to cover storage fees.

4.10. Following the resolution of an acknowledged complaint through repair or replacement, the warranty period for the device is extended by the duration of the complaint procedure, from the date of lodging until the date the buyer was informed of its resolution.

In accordance with the Civil Code, the buyer is entitled to reimbursement of reasonably incurred costs in connection with asserting a complaint. The buyer acknowledges that this right must be exercised within one month after the expiration of the period in which the defect must be reported.

This Complaints Procedure is valid and effective from 1 March 2025.