email: reklamacia@itzoo.sk
phone: +421 903 660 007

I. General Provisions

1. The claim policy governs the rights and obligations between the buyer, who is a consumer in accordance with applicable legal regulations, and the company EPC Global Solutions Slovakia, s. r. o., with its registered office at Einsteinova 23, 851 01 Bratislava, Company ID: 46 817 085, registered in the Commercial Register of the District Court Bratislava I, Section: Sro, Insert No.: 84425/B, Tax ID: 2023609324, VAT ID: SK2023609324 (hereinafter referred to as the "seller") when asserting claims for product defects. If the buyer is a business entity, the relations between the buyer and the seller are governed by the valid Commercial Code. By sending an order, the buyer confirms that they have read the General Terms and Conditions and this claim policy, agree with their provisions, and undertake to adhere to them in all dealings with the seller.

II. Warranty Period

1. The warranty period begins on the day the goods are received by the buyer. If this date cannot be determined, the warranty period begins on the day the purchase price of the goods is paid. The seller is responsible for defects that the sold item has upon acceptance by the buyer and for defects that appear on the product and are claimed by the buyer during the warranty period in accordance with this claim policy and the general terms and conditions. The buyer is obliged to report obvious defects as soon as they are discovered or as soon as they should have been discovered with due care. According to applicable legal regulations, the seller is obliged to provide a 12-month warranty period on the goods sold. The 12-month warranty does not apply to goods classified in category (GRADE) A – for this category, a 24-month warranty has applied since May 1, 2020, until further notice.

2. The rights arising from liability for defects shall expire if not claimed within 12 months from the date of receipt of the goods by the buyer. This period shall be stated by the seller in the sales document. The rights and liabilities for defects in goods classified in category (GRADE) A shall expire if not claimed within 24 months from the date of receipt of the goods by the buyer. This period shall be stated by the seller in the sales document.

3. The rights arising from defects in items that deteriorate quickly must be claimed no later than the day after purchase; otherwise, the rights shall expire.

III. Warranty Conditions

1. The buyer is obliged to inspect the condition of the goods (shipment) immediately upon receipt from the shipping company (number of packages, integrity of tape with company logo, packaging damage) according to the attached delivery note and refuse to accept incomplete or damaged shipments (wrong number of packages, damaged packages) and immediately inform the seller of the refusal. If the buyer accepts a visibly damaged or incomplete shipment (number of packages does not match the delivery note) from the courier and confirms correct delivery with their signature, the claim cannot be subsequently asserted. The seller makes every effort to ensure professional and fault-free delivery of goods; however, if a defective delivery occurs and it involves an obvious defect, the seller's options in relation to the delivery service are significantly limited once the buyer confirms proper delivery. Nevertheless, the seller will attempt to resolve such a claim, so it is necessary to contact the seller without delay by sending an email to reklamacia@itzoo.sk.

2. If the buyer properly submits a claim within the warranty period, the seller will handle this claim in accordance with this claim policy and applicable legal regulations. The place for submitting claims is the operating address of the seller: EPC Global Solutions Slovakia, s. r. o., Gogoľova 18, 851 01 Bratislava.

3. The buyer may send the defective or claimed goods for warranty claim via courier service or deliver them personally to the operating address (the buyer must choose a courier service that delivers the goods directly to the operating address; the seller does not collect shipments from the courier and they will likely be returned). The package must be clearly labeled "CLAIM" and must include: The claimed product (including complete accessories, unless otherwise agreed with the seller via email or phone), a copy of the document confirming the purchase contract between the seller and the buyer according to the general terms and conditions, the warranty certificate if the product has a registered serial number, a detailed description of the defect, and sufficient contact information of the buyer (return address, phone number). Goods sent at the seller's expense will not be accepted! Shipping costs for sending the claimed product are borne by the buyer. The seller bears the cost of returning the product to the buyer after a legitimate claim is processed.

4. The seller is not responsible for defects that the buyer was informed about at the time of contract (order) conclusion. In the case of used items, the seller is not liable for defects corresponding to the level of use or wear that the item had when taken over by the buyer.

5. The buyer must prove the validity of the warranty by presenting the purchase document. If the product has been claimed before, a document of the previous claim must also be provided. The serial numbers on the purchase or claim document must match those on the claimed product (if applicable).

6. The seller does not guarantee full compatibility of sold products with other devices or software applications.

7. The warranty does not cover defects caused by the use of incorrect or faulty software, incorrect consumables, or damages resulting from such use. The warranty also does not cover defects caused by incorrect handling, unprofessional or inappropriate use, installation that contradicts the user manual, or damage due to power surges. It also does not apply to damage caused by excessive mechanical wear.

8. The seller equips some types of goods with protective seals before sale to the buyer. These seals are meant to protect sensitive parts of the product from unauthorized tampering. Protective seals and serial numbers are an integral part of the goods and do not limit the buyer’s right to use and handle the product. If a product equipped with a seal shows signs of tampering during the claim process, it is assumed that the buyer made unauthorized modifications to sensitive parts, and the claim will be rejected.

9. The warranty also does not cover product damage:

9.1 caused by mechanical damage,
9.2 caused by electrical overvoltage (e.g. visibly burned components or PCB traces),
9.3 if the product was used under conditions significantly different (temperature, dust, humidity, chemical or mechanical influences) from standard usage conditions, especially if those differ from the manufacturer's specified conditions,
9.4 caused by unprofessional installation, handling, operation, or neglect,
9.5 resulting from computer viruses or other malware,
9.6 if the defect appears only when using software that shows signs of illegal copying and whose legal acquisition the buyer cannot prove, or due to use of improper consumables,
9.7 caused by excessive stress or usage contrary to documentation or general guidelines,
9.8 resulting from unqualified intervention or parameter modifications,
9.9 altered by the customer (painting, bending, etc.),
9.10 due to faulty BIOS or firmware upgrade,
9.11 caused by natural disasters or force majeure.
10. If the product is software, the warranty only covers the physical readability of the media (e.g. the disc must not be scratched). By removing protective elements (film, seal, envelope opening, etc.), the buyer becomes the legal user of the software and accepts the manufacturer’s license terms.

11. The warranty covers material defects, functional defects, and defects resulting from production, assembly, or installation by the seller’s personnel (only for parts purchased from the seller).

12. For goods sold at a lower price, the warranty does not cover defects for which the discount was agreed.

13. When delivering a computer system or data storage device for repair, the buyer must back up necessary data and prevent possible misuse or loss. The seller is not responsible for loss, damage, or misuse of data stored on data storage devices in a computer or other system.

IV. Method of handling claims

1. If the defect is removable, the item will be repaired or replaced with a new one. The seller may replace the defective item with one of the same or better utility value unless otherwise agreed. If neither replacement nor repair is possible and the defect does not prevent normal use, the seller and buyer may agree on a reasonable discount. (In case of a discount, the defect cannot be claimed later.) If the seller does not remove the defect or replace the item, the buyer is entitled to a refund. The seller will also refund the buyer if the same defect occurs at least three times (i.e., the item has been claimed twice for the same defect already).

2. The seller will handle the claim without undue delay, within the deadlines specified by relevant legislation. After a legitimate claim is processed, the warranty period is extended by the claim handling time. In case of item replacement, a new 12-month warranty period starts, or 24 months for products classified as (GRADE) A.

3. After processing the claim, the seller will notify the buyer via phone, SMS, or email. If the buyer submitted the product through a courier service, the seller will return the product via the same service.

V. Consumables

1. If the packaging or item includes consumables (e.g., cartridge, toner, print head, projector lamp, battery, AC adapter, etc.), their lifespan is 6 months unless stated otherwise. Batteries, whether standalone or built-in (e.g., notebook batteries), are always excluded from the warranty.