Complaints procedure is an integral part of the Terms and Conditions.
The buyer is obliged to get acquainted with the Complaint Rules and the Terms and Conditions before submitting a binding order.
By concluding the purchase agreement and receipt of goods from the seller to be taken as consent to the Complaint Rules and the Terms and Conditions.
As a document of warranty on display for each item purchased document (invoice or receipt) to statutory information for filing a complaint (product name, price, quantity, date of sale).

What you should know before starting the complaint procedure:
Before initiating the warranty process, please make sure the claim is justified. Check online or consult AI to see if you can find a solution to the problem. This saves your time and money. If the claim is rejected, you are not entitled to reimbursement of costs.

The warranty for new goods is 2 years. The liability period for defects in used goods is 12 months. These are defects not discovered at the time of sale or defects not disclosed to the customer. Liability for defects is not the same as warranty.

The warranty period for products purchased with a company ID (business purchase) and all used goods is 12 months from the date of purchase.

For unsealed software, PC and console games with broken seals, the 14-day return period does not apply by law. In such cases, we can only buy the goods back; in exceptional cases (game without activation codes), we will accept the return but deduct a fee for the packaging.

Where to send the claim:
Send the claimed goods together with the completed and printed claim form using the most economical, i.e., cheapest but suitable shipping option. According to § 1924, only reasonably incurred costs will be reimbursed.

Pack the goods so that they are sufficiently protected during transport. Use the correct size of packaging and enough filler material. If the parcel arrives damaged, it will not be accepted and will be returned to your address, where you will settle compensation with your carrier.

If you cannot print the form and include it in the package, you can send it by email to reklamace@originalky.cz or write the required details by hand (please legibly) on your own document and send it with the goods.

Address for all claims:
Originalky.cz s.r.o.
Claims Department
tř. Budovatelů 2392/88
434 01 Most
Czech Republic

email: reklamace@originalky.cz
phone: +420 414 120 261

If the quality or volume of the music on the headphones changes:
If the headphones are clogged with earwax, it is necessary to clean them properly before starting the complaint. Instructions can be found, for example here .
If you send us the headphones clogged and after cleaning the defect does not show up, we will charge you the amount of 11 EUR and send the goods back. The price includes VAT and shipping back to you.
If the defect becomes apparent after cleaning, we will forward the headphones to the manufacturer for a complaint and we will inform you of the result by email, SMS, etc.

If the disc can not be loaded, check its surface:
If it contains regularly, especially circular scratches mainly PS2 a X360) There is an error on the console. Apparently it was to shove, and it was handled differently when the disc is in the drive, and there was so scratched disc optics. In this case, you lose the warranty due to mechanical damage. We can repair this damage on a special machine - repair price is 4 EUR, - + postage back to you (due final Destination with GLS, DHL, UPS).

In case of invalid cd key (license):
First, please contact tech. support Sony or Microsoft . If you key exchanged contact us with their statements on reklamace@originalky.cz .
If it is a game from Ubisoft (Assassin's Creed, Prince of Persia ..) you can contact the publisher, Playman , or Ubisoft .
Your problem we will try to resolve as soon as possible. Goods Please send us the cheapest possible postage.

In case of problems with the console:

For owners of Xbox consoles - you can plan your service in authorized service center .

For owners of Nintendo or Sony Playstation console from us - send it to us to address bellow:
Originalky.cz s.r.o., tr. Budovatelů 2392/88, 43401 Most, Czech Republic.

Always send your console without accessories. If you have to own the console installed HDD, we recommend that you also previously removed. If the console is sent to the service and the facilities nor we - Originalky.cz s.r.o. or service company is not liable for any losses accessories.

In case of problems with accessories (drivers, etc.)
Goods should be sent directly to us: Originalky.cz s.r.o., tr. Budovatelů 2392/88, 43401 Most, Czech Republic - description of the problem you can write on the back of the copy of the invoice.

Violation of protective seals, informative labels and serial numbers, the buyer runs the risk of rejection of the complaint, unless damage occurs during normal use. Seal and serial numbers are an integral part of the goods and do not limit the customer's right to use goods and manipulate it in full of what the goods are destined.
The warranty does not cover damage caused by:
mechanical damage of goods
use of goods in conditions that do not correspond to temperature, dust etc.
improper installation, handling, operation or neglect of merchandise
damage to the goods or part of a computer virus, etc.
if the defect occurs only with software for which the customer is not able to prove legal way of acquisition or use of unauthorized software and consumables
damage caused by excessive load or use contrary to the conditions stated in the documentation or the general principles
performing unskilled or unauthorized intervention by changing the parameters
goods which have been adjusted by the customer (painting, bending, etc.), if the defect was a result of this adjustment
when incorrect execution upgrade the BIOS firmware
damage to natural elements or force majeure
the use of incorrect or defective software
use of incorrect or non-original supplies, or for any damages incurred as a consequence, if such use is not common yet been ruled out in the attached instructions for use.

If the buyer does not collect the goods from the Customer's claim within 6 months from the date when he was informed about the settlement, we reserve the right to sell the goods and the proceeds used to pay storage charges.

The warranty period of products purchased by companies is 1 (one) year from the issue date of the invoice.

Claim Form

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Seller:
Originalky.cz s.r.o.
tř. Budovatelů 2392/88
434 01 Most
Company ID: 06449760
VAT ID: CZ06449760
E-mail: info@originalky.cz

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Buyer Details

Full Name: ......................................................
Address: ....................................................................
Phone / E-mail: ......................................................

Bank details: IBAN and SWIFT code ......................................................................
(REQUIRED FOR REFUND OF RETURNED GOODS)

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Order Details

Order Number: ......................................................
Invoice Number (tax document/receipt): ......................................................
Detailed description of the defect (important for proper handling of the claim)

 

 

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Confirmation

Buyer’s Signature: ......................................................
Date: ......................................................