Complaints Procedure
- In case of a problem, you can contact us in advance, preferably by phone, chat on our page, Facebook Messenger, or email. Most problems occur frequently can only be resolved by phone.
- Send us a copy of the warranty card together with the goods (the order number is also sufficient). Inalways attach to the PC prefilled complaint report with a description of the defect, return address and telephone contact. Complaint report available for download here: COMPLAINT REPORT
- Please fill this out complaint report for every case of return and claim.
- The PC can also be delivered to us in person (it is necessary to arrange the date of acceptance in advance due to possible absence from the premises) and pick it up again after the complaint has been resolved, or it will be sent to your address, according to your preference.
Withdrawal from the contract - return of goods
You can use this to withdraw from the contract and return the goods sample form. It also contains information on the right to withdraw from the contract within 14 days.
Collection order for complaints
Order the collection of your damaged device conveniently from anywhere (valid throughout the Czech Republic and Slovakia).
For your damaged/naughty computer, our contracted PPL carrier will come and bring it to our facility.
To make a claim, proceed as follows:
- In case of problems, you can contact us in advance, preferably by phone, chat on our page, Facebook Messenger, or by email. Most problems occur frequently can only be resolved by phone.
- Fill in the description of the defect/problem in the note for the collection order.
- Carefully pack the computer, put a copy of the warranty card in the box and reinforce the corners of the box with double packing.
Duležité upozornění:
The warranty does not apply to software defects (damage to the Windows operating system, viruses, etc.), but only to hardware defects! Please don't take this the wrong way, but we cannot take responsibility for computer viruses, malware and software errors caused by PC usage. In any case, we will solve these problems for you as part of the service, where we have very low prices, because we know our computers very well and can do repairs efficiently.
In case of software errors, send the device for repair, not for a claim. Collection free can only be used in the event of a complaint (hardware defects). In the case of collection for repair, we charge only a part of the costs incurred during transport at PPL, usually CZK 299 including VAT for transport to us and back (2x CZK 149,50).
Among other things, the warranty also does not cover unprofessional interventions in the PC by the customer (e.g. often "discarded" BIOS setup settings due to added own components, etc.). In that case, collection is also charged.
The goods for a claim must be packed properly to avoid damage during transport. Despite our warnings, we often receive very inappropriately packaged shipments.
Address for sending goods for a claim (if you do not use collection from us):
PcPraha computers - Konishev
Opletalova 20
110 00 Prague
tel: + 420 (792) 480 835
- the product for ordering collection for a claim is set to the amount of CZK 1, as the e-shop does not allow you to order goods worth CZK 0. Of course, you won't pay anything and you don't have to.
- the goods are necessary pack properly, to avoid damage during transport (We often receive inappropriately packaged shipments). Describe with the word "FRAGILE".
- a PPL courier will pick up the package from you the next working day or two and hand over a confirmation of receipt, the package will stick a shipping label with the delivery address on its own
IMPORTANT WARNING:
Warranty does not apply to software defects (damage to the Windows operating system, viruses, etc.), but only for hardware defects! In case of software errors, send the device for repair, not for a claim.
Among other things, the warranty also does not cover unprofessional interventions in the PC by the customer (e.g. often "discarded" BIOS setup settings due to added own components, etc.). In that case, it is up to us whether it is a repair or a warranty intervention.
The goods for a claim must be packed properly to avoid damage during transport. According to the conditions of the carrier, the packaging must be robust so that the goods are not damaged if they fall from height 120 centimeters from the logistics center strip. Despite our warnings, we often receive very inappropriately packaged shipments.
Address for sending goods for a claim:
PcPraha počítace
Opletalova 20
11000 Praha
tel: + 420 (792) 480 835
Lessons on consumer rights
1. The right to withdraw from the contract
1.1 You have the right to withdraw from this contract within 14 days without giving a reason.
1.2 You have the right to withdraw from the contract without giving a reason within 14 days from the day after
on the date of conclusion of the contract and, in the case of conclusion of a purchase contract, when you or a third party designated by you (other
than the carrier) you take over the goods.
1.3 For the purposes of exercising the right to withdraw from the contract, you must notify us of your withdrawal from this contract
inform the company Kentino s.r.o., with registered office at Čestmírova 25, 14000 Prague
, identification number: 05066743, in the form of a unilateral legal action (for example, by letter
sent via the postal service operator or by fax). You can use the attached one
sample form for withdrawing from the contract, but it is not your obligation.
1.4 In order to comply with the deadline for withdrawal from this contract, it is sufficient to send the withdrawal from
of the contract before the expiration of the relevant period.
1.5 Conditions under which it is possible to withdraw from the contract and as governed by the Civil Code regulation no.
89/2012 Coll. Among other things, the nature and form of the goods are regulated here, which can be returned within 14 days of purchase
resign.
2. Consequences of withdrawal from the contract
2.1 If you withdraw from this contract, we will refund you without undue delay, within 14 days at the latest
from the date on which we received your notice of withdrawal from the contract, all payments due to us from you
received, including delivery costs (except for additional costs incurred as a result of You
of the chosen delivery method, which is different from the cheapest standard delivery method offered by us).
For refunds, we will use the same payment method you used to make the initial payment
transaction, unless you have expressly specified otherwise. In no case will this incur additional costs for you.
We will refund the payment only after receiving the returned goods or if you prove that you sent the goods back, according to
of what comes first.
2.2 You will bear the direct costs associated with returning the goods. You are only responsible for the reduction in the value of the goods in
as a result of handling these goods in a way other than that which is necessary to become familiar with the nature and
characteristics of the goods, including their functionality.
2.3 If you have requested that the provision of services commence during the withdrawal period,
you will pay us an amount proportional to the scope of services provided up to the time when you informed us about
withdrawal from the contract, compared to the total scope of services stipulated in the contract