Complaints Procedure

Complaints Procedure

This complaints procedure complies with the provisions of Act No. 40/1964 Coll., Civil Code, No. 513/1991 Coll., Commercial Code, and Act No. 634/1992 Coll., Consumer Protection Act, as amended. It applies to all consumer goods for which the buyer's rights from liability for defects are exercised during the warranty period.

1. Warranty Period

1.1. The warranty period for consumer goods is 24 months, starting from the date of purchase, unless otherwise stated.

1.2. The warranty period is extended by the duration of any warranty repair.

1.3. The warranty applies only to goods purchased from Kovio and used in accordance with the intended purpose and instructions.

2. How to File a Complaint

Consumers can submit a complaint in the following ways:

  • By Post:
    Send the goods to the following address:
    Kovio.eu, Raj kovani Pvt Ltd, Stramberska 2871,
    Ostrava 703 00,
    Czech Republic

  • By Email:
    Send your complaint to info@kovio.eu.

When submitting a complaint, the consumer must include all required documentation (see Section 3).

3. Required Documents for Complaint Submission

To submit a complaint, please provide the following:

  1. Proof of purchase (tax receipt, invoice, or warranty card).
  2. The claimed goods, including all accessories.
  3. A detailed description of the defect or issue.

Upon receipt of the goods, Kovio will issue a confirmation of receipt to the consumer.

4. Exclusions from Warranty

The warranty does not cover the following situations:

  • Normal wear and tear due to regular use.
  • Improper handling, misuse, or failure to follow the user manual.
  • Damage caused by external factors, such as water, fire, or lightning.
  • Damage resulting from improper storage or excessive load.
  • Damage occurring during transport (claims for transport-related damages must be addressed directly with the carrier).

5. Resolution of Complaints

If a complaint is deemed valid:

  1. For Repairable Goods: The goods will be repaired free of charge.
  2. For Irreparable Goods: The goods will be replaced with new ones or refunded, depending on availability and consumer preference.

For replaced goods, a new warranty period begins on the date the replacement goods are received.

6. Timeframe for Complaint Resolution

6.1. Kovio will resolve complaints, including repairs or replacements, within 30 calendar days from the date the complaint is received.

6.2. If the complaint cannot be resolved within this timeframe, the consumer has the right to request a replacement, a refund, or withdraw from the purchase contract.

6.3. The consumer will be notified of the outcome of the complaint process via email or written correspondence.

7. Contact Information

For all complaints or inquiries, please use the following contact details:

  • Email: info@kovio.eu
  • Postal Address: Kovio.eu, Raj kovani Pvt Ltd, Stramberska 2871,
    Ostrava 703 00,Czech Republic
  • Phone: +420 776 361 960

8. Effective Date

This complaints procedure is effective as of 24/09/2024.

Kovio reserves the right to make changes to this procedure. Any updates will be reflected on our website.