Warranty conditions
1.
For the purposes of these Warranty Terms and Conditions
1.1
Supplier
METEL s.r.o., Žižkův kopec 617, 552 03 Česká Skalice,
The Supplier is registered in the Commercial Register maintained by the Regional Court in Hradec Králové in Section C., Insert No. 18304,
ID: 25974289,
DIC: CZ25974289
(hereinafter referred to as the "Supplier").
Contact details:
| Telephone | 00420 491 453 352 |
| Emails: | |
| Enquiries | sales(o)metel.eu |
| Orders | order(o)metel.eu |
| Technical support | support(o)metel.eu |
| Account number for non-cash payments | 191616296/0300 ČSOB |
1.2
Subscriber
The natural or legal person who purchases the Supplier's Goods.
1.3
Goods
Goods means the hardware and software supplied to the Customer by the Supplier.
1.4
Certification Training
Certification Training means a face-to-face training session or online webinar provided by the Supplier.
The Supplier shall issue electronically signed certificates to participants as confirmation of completion of the face-to-face training.
The exact Rules for issuing certificates and the duration of their validity are governed by the VIP Program Rules published at www.metel.eu.
Supplier reserves the right to change the VIP Program Rules without notice.
2.
General Provisions
2.1
These WARRANTY CONDITIONS define the basic warranty terms and rules for claims for Goods supplied by the Supplier.
They also define the relationships and rules for warranty and post-warranty repairs of the Goods.
2.2
The Supplier's WARRANTY CONDITIONS are governed by the laws of the Czech Republic.
2.3
These WARRANTY CONDITIONS are binding for all commercial cases of sale of the Supplier's Goods to the Customer, unless other warranty conditions are contractually agreed. Different warranty terms must be concluded between the parties in writing.
3.
Warranty Terms
3.1 The Customer shall arrange for inspection of the Goods immediately upon delivery and shall promptly notify the Supplier in writing of any defects found. In the case of obvious defects, the Purchaser shall take detailed photographic documentation proving the existence of the defect, which shall be made available together with the notification of the defect to the Supplier. The Supplier may notify the Customer that it does not insist on the said photographic documentation.
3.2
The warranty shall cover defects in materials, functional defects, defects arising from the manufacture, assembly or installation of hardware or software by the Supplier's personnel.
3.3
When using a mail order or other carrier, claims for product damaged in transit shall be governed by the carrier's shipping schedule.
3.4
For hardware, the warranty does not cover defects caused by improper wiring or due to overvoltage.
3.5
Where the Goods are software, the warranty covers only the physical legibility of the media. Upon removal of the protective packaging, the Customer becomes the authorized user of the software and accepts the software manufacturer's licensing arrangements. In the case of digital content, the acceptance of the manufacturer's license agreement is effected by downloading the content itself.
3.6
The right to invoke the warranty shall also cease in the following cases:
(a) loss of an invoice or other document proving that the Customer purchased the Goods from the Supplier,
b) breach of warranty seals and stickers,
c) mechanical damage to the Goods,
d) damage to the Goods during transportation - in such case the Supplier shall allow the Customer to enforce the rights arising from the transportation directly with the carrier,
e) use of the Goods in conditions which do not correspond to the recommended operating conditions in terms of temperature, dustiness, humidity, chemical and mechanical influences,
f) unprofessional installation, handling, operation contrary to the Installation Instructions and recommended operating conditions (see the catalogue sheet of the Goods)
g) The Goods have been damaged by excessive loading or use contrary to the conditions specified in the documentation or general policies,
h) by unqualified intervention or alteration of parameters,
i) The goods have been damaged by the elements of nature.
3.7
The Supplier shall not be liable for defects which were brought to the attention of the Customer at the time of the conclusion of the Contract or which, having regard to the circumstances under which the Contract was concluded, the Customer should have known.
4.
Method of making a complaint
4.1
Claims for Goods shall be made at the Supplier's registered office or at an authorised distributor who will arrange for the transport of the claimed Goods to the Supplier.
4.2
When making a claim for Goods, the Customer shall:
a) Fill in an RMA form on metel.eu including a clear description of how the defect manifests itself. Goods submitted for a claim will only be tested for the defect specified by the Customer. Once the form is completed, a copy of the RMA form with the assigned claim number is automatically emailed to the Customer.
b.) Deliver the claimed Goods including a printed copy of the RMA form and proof of the validity of the claim i.e. invoice, delivery note or other document proving that the Customer has purchased the Goods.
The delivery address for sending claims is: METEL s.r.o., Žižkův kopec 617, 55203 Česká Skalice.
4.3
If the Customer sends the Goods for complaint by transport service, the packaging must be visibly marked with the word "COMPLAINT" - this measure is necessary to speed up the identification of the shipment.
4.4
If the Customer fails to deliver the particulars and Goods in accordance with clause 4.2 of these Regulations, the Supplier reserves the right to reject the claim. In such case, the Goods shall be returned to the Purchaser by the usual shipping service at the Purchaser's expense and risk. If the shipment is not labelled in accordance with clause 4.3 of these Regulations, the Customer runs the risk of delay in processing the claim.
4.5
Complained Goods sent by the Customer at the Supplier's expense will not be accepted from the carrier. The risk of damage to the goods during the entire period of carriage shall be borne by the Customer.
4.6
The settlement of a claim relates only to the description of the defect given by the Customer. If the description of the defect is insufficient, incomprehensible or misleading, and even after the Supplier's request the Customer does not specify the description of the defect in such a way that it is sufficient, the Supplier shall be entitled to charge the reasonable costs of the engineer's work after prior agreement with the Customer.
4.7
In the event of a legitimate complaint against the Goods, the Supplier shall remedy the defect by repairing or replacing the part or defective Goods with defect-free Goods, fully functionally compatible with the original Goods, of the same or better technical parameters. The Supplier shall be responsible for deciding how to settle the claim. If the Supplier finds during the course of the claim that the claim is justified and the defect in the Goods is irremediable, the Customer shall have the right to choose between delivery of new Goods, provision of a reasonable discount on the purchase price or refund of the entire purchase price of the Goods.
4.8
In exceptional circumstances, if the Supplier's capacity permits, a replacement item may be loaned (against a financial deposit) for the Goods under repair at the Customer's request during the repair period.
4.9
The Supplier shall invite the Customer to collect the Goods after the claim has been settled or shall send the Goods back by the usual transport service at its own expense (only for justified claims).
5.
Length of warranty
5.1
For Goods for which the Supplier is also the manufacturer (to be evident from the product labelling or documents supplied with the product), the Supplier provides the following warranty to the extent set out in these Warranty Conditions:
| Length of warranty | Goods manufactured by the Supplier |
| 24 months |
Goods supplied as part of a custom production - based on a work contract |
| 36 months |
Goods from mass production* manufactured by the Supplier and not covered by warranty 60 months* Goods from mass production = Goods in the price list at www.metel.eu. |
| 60 months |
|
| Limited lifetime warranty
60 months from the end of production Goods of a given production version |
Limited lifetime warranty can be applied:
Definition of a production version change: a production version change of the Goods is defined as the use of a newer version of the PCB. Example:
This warranty can only be claimed by the Customer if the conditions below are met: 1. the Subscriber possesses, at the time of the claim, a maximum one year old CERTIFICATE of completion of the Supplier's CERTIFICATION TRAINING. 2. When the Goods are claimed, an online claim report has been completed at www.metel.eu in accordance with the obligations under clause 4.2 of these Warranty Conditions. 3. the Goods complained of were manufactured after 25 May 2018. |
5.2
For Goods where the Supplier is not the manufacturer, the length of the warranty is the same as the length of the manufacturer's warranty.
5.3
The Warranty Period commences on the date of invoice and is extended by the period during which the Goods have been under warranty repair.
5.4
In the event of replacement of the Goods with another item, the warranty period shall be extended by the period for which the Goods have been under claim. When replacing Goods, the Supplier shall not provide a new warranty period as set out above.
5.5
The warranty does not cover any malfunction caused by any unauthorised tampering by the Customer or a third party with the Goods or by the Customer's failure to follow the instructions set out in the Installation Instructions and/or other documentation supplied with the Goods and/or freely available at www.metel.eu.
5.6
In the event of an unjustified claim, the Supplier shall be entitled to charge the Customer for all reasonable costs associated with the claim procedure - the costs of identifying the defect, testing and transporting the Goods to the Customer. The Supplier shall be entitled to charge the cost of repair after the result of the claim has been communicated to the Customer and the Goods have been mutually agreed to be repaired. In the event of an unjustified claim, the Supplier shall be entitled to send the Goods back to the Customer on delivery or to release the Goods only after payment of the advance invoice or payment of the above costs.
6.
Post-warranty repairs
6.1
The Customer shall accompany the defective Goods with a repair order together with a description of the defect to the same extent as required for the claims procedure, see description above.
6.2
The Customer shall deliver the Goods to be repaired at its own cost and risk to the Supplier's address.
6.3
The Supplier shall, upon completion of the repair, invite the Purchaser to collect the Goods or, if agreed in advance, return them by the usual shipping service at the Purchaser's expense and risk.
7.
Repair price list
7.1.
All rightfully claimed warranty repairs are free of charge.
7.2.
For non-warranty repairs, the hourly rate charged is 300 - 1000Kč/1hr depending on the type of Goods, the cost of materials and shipping. The estimated cost of the repair shall be communicated by the Supplier to the Customer prior to commencement of the repair. The Customer is obliged to agree with the Supplier on the estimated costs or to inform the Supplier without undue delay that it is not interested in the repair.
8.
Final provisions
8.1.
These WARRANTY CONDITIONS shall take effect on 1 January 2026.
8.2.
The Supplier reserves the right to change them without prior notice.
8.3.
Translations of these Warranty Conditions into other languages, made with the help of artificial intelligence, are for information only and may contain inaccuracies. Only the Czech and English versions are legally binding.