Warranty claims procedure

If you are dissatisfied with a purchased product that is still under warranty, we kindly request a few minutes of your time to familiarize yourself with the complaint procedure conditions below.

Warranty coverage

The Seller guarantees that the goods shall be free from defects in design, materials and workmanship for the period confirmed by the goods' manufacturer from the date of purchase. Goods of different brands supplied by the Seller may have entirely different warranty terms and conditions; the applicable warranty period is indicated for each product in the catalogue. Defect claims are governed by Sections 2099 et seq. of the Civil Code, unless otherwise agreed.

Warranty covers goods which were used properly, and faults which are the result of manufacturer fault. Complaints of mechanical failures which were not obvious when goods were received must be presented immediately after opening of the product, i.e. immediately after the first use of the product. Later complaints of mechanical failures in the product are impossible to identify and accept for warranty claiming.

What is not covered

The product is not on warranty and cannot be accepted for warranty claiming in the following cases:

– goods were broken after warranty period termination;
– goods were repaired incorrectly, installed incorrectly or modified by the buyer;
– goods were used at variance with the instructions;
– elements of goods during operation were damaged by water, lightning, fire or electric current;
– there were unauthorized changes of data in the warranty document.

Warranty does not cover components affected by wear, and faults that appear during transportation, improper storage and rough exploitation. A shorter period of product durability is not a fault and cannot be accepted for warranty claiming.

How to make a warranty claim (RMA)

The Buyer may return goods found to be defective. The Buyer shall handle its customers' returned defective goods by batching them and sending them to the Seller for repair or exchange at regular intervals. The Buyer shall fill in an RMA form and send it to the Seller first. Approval for the return must be given by the Seller in the form of an RMA document. If remote repair is not possible, the Buyer shall send the goods back to the Seller after the Seller's confirmation of the goods' return to the Seller.

The Buyer shall bear all transportation expenses and risk of damage for returning defective goods to the Seller. If the goods are broken due to a factory defect during the warranty period, the Seller shall refund the transportation expenses to the Buyer by deducting the amount from the next upcoming payment.

Returned goods shall, as appropriate, be repaired or replaced by the Seller. A credit note shall be issued only if neither repair nor replacement can be affected within 30 (thirty) Business Days.

Where to send

PARTIZAN SECURITY s.r.o.
Křesomyslova 384/17, 140 00 Prague 4 - Nusle, Czech Republic
E-mail: sales@pilotix.eu

Download RMA form

Thank you for your understanding – we’ll do our best to ensure your satisfaction!