Effective from the date of publication on www.pcpraha.cz. This claims policy forms part of the terms and conditions of Kentino s.r.o., IČO 05066743, registered office Čestmírova 1358/25, 140 00 Praha 4 (PC Praha).
1. Before you make a claim
Get in touch – by phone on +420 792 480 835 (Mon–Fri 9:00–17:00), by email at reklamace@pcpraha.cz or via the chat on our website. We can solve many problems remotely (settings, pool connection, firmware updates), so you don't have to send anything.
2. What we are liable for and for how long
2.1 We are liable for the goods being free of defects on receipt: they match the description, have the agreed and usual characteristics, are fit for their usual purpose and are supplied with the relevant accessories and instructions.
2.2 New goods – consumer: you can claim a defect if it appears within 24 months of receipt. If a defect appears within the first year, the goods are presumed to have been defective on receipt.
2.3 Used goods: the period is shortened to 12 months; we also state this on the product and in the order confirmation. We are not liable for wear corresponding to the extent of the goods' use at the time of receipt.
2.4 New ASIC miners bought from us and placed on our hosting: in addition, we provide a commercial 7-year warranty under the conditions set out in Article 9 of the terms and conditions.
2.5 Repairs in our workshop: we provide a 24-month warranty on parts we replace during a repair (details in Article 10).
2.6 Business buyer: we provide a 24-month quality guarantee on new goods (12 months on used goods) and Article 11 of the terms and conditions applies; provisions of this policy intended for consumers (presumption of defect, the 30-day period under the Consumer Protection Act) do not apply, but we handle claims using the same procedure.
3. When it is not a defect
Rights arising from defective performance do not arise if the defect was caused by the buyer or if it is normal wear and tear. In practice these are, for example, the following situations – we always assess them individually and only where the defect actually arose from the stated cause:
- Software problems with computers – a corrupted operating system, viruses, malware. We are happy to fix these as a paid repair in our workshop.
- Unqualified tampering with the device – e.g. changes to BIOS settings, components added by the user, disassembly of the device that caused the defect.
- For ASIC miners – damage caused by power outside the manufacturer's specification (overvoltage, an unsuitable power supply or wiring), by moisture, condensation or water, excessive dust or operation outside the permitted temperature range, and a defect demonstrably caused by third-party firmware or by overclocking beyond the settings permitted by the manufacturer. Installing different firmware does not in itself exclude rights arising from defects, provided it did not cause the defect.
- Mechanical damage occurring after receipt (a drop, unsuitable transport by the buyer).
4. Where and how to make a claim
In person at our shop
PC Praha, Rostovská 260/2b, 101 00 Praha 10 – Vršovice, Mon–Fri 9:00–17:00. For larger devices (miners, PC builds) we recommend calling in advance so that we have a technician ready.
By post or courier
Send the goods to: PC Praha – Kentino s.r.o., Rostovská 260/2b, 101 00 Praha 10 – Vršovice, tel. +420 792 480 835. Mark the parcel “FRAGILE” and pack it securely – ideally in the original box or with reinforced corners. The original packaging is not a condition for making a claim.
Pick-up for a claim
Anywhere in the Czech Republic and Slovakia we can send a courier for the claimed goods – PPL or UPS, whichever works out better. Arrange the pick-up by phone on +420 792 480 835 or by email at reklamace@pcpraha.cz; please also include a description of the fault. The courier usually collects the parcel within one to two working days and gives you a receipt.
For a justified claim the pick-up is free; if you send the goods yourself, we will reimburse reasonably incurred postage. If it turns out that it is not a defect we are liable for (e.g. a software error), we may charge you the pick-up costs according to the current price list; we will tell you the amount in advance, when you book the pick-up.
By email
You can also make a claim by email at reklamace@pcpraha.cz – we will then arrange the handover of the goods.
ASIC miners on our hosting
Report a defect of a miner placed on our hosting by email to hosting@pcpraha.cz or by phone on +420 792 480 835. You don't need to send or take the miner anywhere – we repair it on site in the data centre. The commercial 7-year warranty on new miners bought from us and placed on our hosting applies with no exceptions for the entire time the miner is with us (Article 9 of the terms and conditions).
5. What to include with a claim
It helps us if you provide:
- your order number or invoice (a warranty card is not required),
- a description of the defect – when and how it shows,
- which remedy you are requesting (repair, replacement, discount, withdrawal),
- a contact phone number, email and return address,
- for ASIC miners, also the serial number and, if possible, a screenshot of the miner's web interface (hashrate of the individual hashboards, temperatures, error messages) or an exported log.
No special form is needed – just include these details in your email or when handing over the goods.
6. Handling the claim
6.1 When you make a claim, we issue a confirmation – when you made the claim, what it concerns and which remedy you are requesting. For claims made by email or by parcel, we send the confirmation by email.
6.2 We handle the claim and inform you of the outcome within 30 days at the latest from when it was made, unless we agree a longer period with you. We aim to keep it as short as possible.
6.3 If we do not handle the claim within this period, you may withdraw from the contract or request a reasonable discount.
6.4 We issue a confirmation of how the claim was handled, stating the date and the remedy, and for a repair a description and its duration. If we reject a claim, we will give you our reasons in writing.
6.5 We remove the defect at our own expense. A repair also includes replacing a defective part – for ASIC miners typically a hashboard, power supply, fan or control board.
6.6 The period for claiming defects does not run while you cannot use the goods because of a justified claim.
6.7 You can collect repaired or replaced goods from our shop, or we will send them to you, as you choose. If you do not collect the goods within a reasonable time after being notified, we may charge a reasonable storage fee.
7. Your rights in the event of a defect
- Repair or new goods – at your choice, unless the chosen remedy is impossible or disproportionately costly compared with the other.
- A reasonable discount or withdrawal from the contract – if we do not remove the defect or refuse to remove it, if the defect recurs, if the defect is a material breach of contract, or if it is clear from our statement or the circumstances that we will not remove the defect in time or without considerable inconvenience to you. You cannot withdraw from the contract because of an insignificant defect.
If you disagree with how your claim was handled, you can turn to the Czech Trade Inspection Authority (out-of-court dispute resolution, see Article 10 of the terms and conditions) or to a court.
8. Returning goods within 14 days
Returning goods without giving a reason is not a claim. The procedure, the model form and what still counts as trying out an ASIC miner and what is already use are set out in Article 7 of the terms and conditions.
9. Damaged parcel
If the packaging is visibly damaged on receipt, record a damage report with the driver in the carrier's protocol. If you only discover the damage after the courier has left, let us know as soon as possible (ideally within 2 working days) and send photos of the packaging and the goods – we will handle the damage with the carrier. This does not affect your rights arising from defective performance.
10. Repairs in our workshop
This article applies to repairs that are not warranty claims – for example after the warranty has expired, for damage not covered by the warranty, or for devices bought elsewhere.
10.1 Diagnosis. If we carry out the repair, the diagnosis is free. It is also free if the repair would cost more than a new device and you decide not to go ahead. If the fault is repairable and you decide not to have it repaired with us, you pay for the diagnosis according to the price list on the ASIC miner repairs and PC and laptop repairs pages. Prices for consumers include VAT.
10.2 Repair price. After the diagnosis we tell you what needs repairing and how much it will cost. We only carry out the repair with your consent.
10.3 Repair warranty. We provide a 24-month warranty on parts replaced during a repair, from receipt of the repaired device. If a replaced part fails during this period due to its own defect, we repair or replace it free of charge.
10.4 Individual hashboards and miners – handover report. We also accept individual hashboards for repair. After the repair we test every device and record the test result (hashrate, temperatures, test duration) in a handover report. When you collect a repaired hashboard or miner, you sign in the report that you have been informed about correct operation – power supply according to the manufacturer's specification, sufficient cooling, operation in an environment without excessive dust, and the correct firmware.
10.5 Why we ask for this: it often happens that a hashboard runs flawlessly in our test but not at the customer's, because the cause lies in the power supply, cooling or another part of the miner. Defects resulting from improper operation or operation outside the manufacturer's specification are not defects of the repair. If something doesn't work after the repair, contact us at servis@pcpraha.cz or on +420 792 480 835 – we will look at it together and always try to find a solution.
10.6 This article does not affect your statutory rights in respect of a defectively performed repair.