Everything you buy from us comes with a warranty, and we will handle any claim as quickly as possible. Here you will find how long the warranty lasts, what to do step by step and what the warranty does not cover.
How long the warranty lasts
| What you bought | Warranty | Condition |
|---|---|---|
| New goods (personal purchase) | 24 months | from receipt of the goods |
| New ASIC miner bought from us and placed in our hosting | 7 years | for the entire time the miner runs in our hosting, without exceptions. If you decide to take the miner out of hosting, the statutory 24 months from receipt continue to apply. |
| Parts replaced during a repair | 24 months | on every part we replace during the repair |
| Business purchase (company ID) | 24 months | from receipt of the goods; see Article 11 of the terms and conditions |
| Used miners from our used section | 12 months (7 years in our hosting) | from receipt of the goods; we also state this on the product and in the order confirmation |
Why 7 years in hosting
When a miner runs in our data centre, we take care of its operation ourselves: power, cooling and environment are all under our control. That is why we can offer a 7-year warranty on new miners bought from us that run in our hosting – without exceptions. As long as the miner runs with us, we are responsible for its operation.
You do not send the miner anywhere. Just report the fault to hosting@pcpraha.cz and we will repair the miner on site in the data centre.
The 7-year warranty is our additional voluntary warranty. It does not limit your statutory rights regarding defective goods in any way.
We also accept machines bought elsewhere for hosting. The 7-year warranty does not apply to them and the hosting price is higher. Used miners from our used section have a 12-month warranty from receipt; when they run in our hosting, the 7-year warranty applies for the entire time the miner runs in our hosting. You will find details on the Hosting page.
How to make a claim step by step
- Get in touch. Call +420 792 480 835 or write to reklamace@pcpraha.cz. Many problems can be solved over the phone, without sending anything.
- Prepare the details. Your order number or proof of purchase, a short description of the fault (when and how it shows), your phone number and return address. No special form is needed – just include these details in your e-mail.
- Get the device to us. Choose one of the options in the table below.
- You receive a confirmation. When we accept the claim, we issue a confirmation with the date, a description of the fault and the resolution you request.
- We resolve it within 30 days. The statutory deadline is 30 days from the claim being made; we usually manage it faster. We will let you know the result by phone or e-mail.
How to get the device to us
| Option | How it works |
|---|---|
| In person at our shop | Rostovská 260/2b, 101 00 Praha 10 – Vršovice, Mon–Fri 9:00–17:00. Please let us know in advance that you are coming so we have time for you. Ring the bell when you arrive. |
| By post | Send the parcel to: PC Praha, Rostovská 260/2b, 101 00 Praha 10 – Vršovice, tel. +420 792 480 835. |
| Courier pickup | Within the Czech Republic and Slovakia we can book a courier for you (PPL or UPS, whichever works out better) to collect the parcel from you. Arrange the pickup by phone or at reklamace@pcpraha.cz. For a justified claim the pickup is free; you will find details in the complaints procedure. |
How to pack the parcel
- Ideally in the original box. If you do not have it, wrap the device so it cannot move inside the box.
- The packaging must survive a fall from a conveyor belt at a sorting centre – carriers reckon with about 120 cm.
- Reinforce the corners and mark the box “FRAGILE”.
- Put a description of the fault, the order number and your contact details inside the box.
The carrier will not compensate us for damage caused by poor packaging, so it is worth spending a few extra minutes on it.
What the warranty does not cover
The warranty covers defects the device arrived with or that appeared through normal use without any fault on your part. It does not cover damage that occurs in other ways, for example:
- Mechanical damage – drops, impacts, broken connectors, damage during transport you arranged yourself.
- Power surges and unsuitable power supply – grid fluctuations, lightning strikes, undersized sockets or cables.
- Moisture and water – water ingress, condensation, operation in a humid environment.
- Unsuitable environment – operation without sufficient cooling or in a very dusty space.
- Unofficial firmware and tampering – firmware modifications, overclocking beyond the manufacturer's settings, repairs by third parties.
- Software problems – viruses, a corrupted system, incorrect settings.
- Normal wear and tear corresponding to the age and manner of use.
For new miners bought from us and placed in our hosting, these exceptions do not apply – we take care of their operation there and the 7-year warranty applies without exceptions.
We are happy to fix these problems too, just as a regular repair. Diagnostics are free if you have the repair done with us, and also when the repair would cost more than a new device. Find out more on the ASIC miner service and PC and laptop service pages.
Repair of a single hashboard or miner
We also accept individual hashboards for repair. On handover we fill in a short handover report together: we record how the device passed the test in our service centre, and you confirm that you will operate it according to the manufacturer's specifications – with the correct power supply, cooling, in a clean environment and with official firmware. It often happens that a board runs without errors in our test but not at the customer's, because the problem lies in the power supply or cooling. If something like this happens, we always try to find a solution together. Parts we replace come with a 24-month warranty.
Returns within 14 days
If you bought goods as a consumer through the online shop (including with pickup at our shop), you can withdraw from the contract within 14 days of receipt without giving a reason. You can send your withdrawal to reklamace@pcpraha.cz. You are only liable for any reduction in the value of the goods resulting from handling beyond what is necessary to try them out (Section 1833 of the Czech Civil Code).
- Business purchases made in the course of business (with a company ID) and purchases made directly in our shop do not carry a statutory right of return within 14 days.
- An ASIC miner can be tried out normally before returning it: plug it in and check the hashrate and temperatures, as a guide within 24 hours of operation. If the miner has been mining on a pool for several days, you are returning used goods and we may deduct compensation for the reduction in its value (the difference between the price of a new and a used miner) from the refund. We will always document the condition of the returned miner.
You will find exceptions (for example goods customised to order) and the full procedure in Article 7 of the terms and conditions.
Do you disagree with how your claim was handled?
Write to us and we will look at it again. If we cannot reach an agreement, you can turn to the Czech Trade Inspection Authority, which resolves consumer disputes out of court: adr.coi.gov.cz.
You will find the detailed rules in the complaints procedure and the terms and conditions. Information on accepting a damaged shipment is on the Shipping and payment page.