Customer Complaints Policy

1. INTRODUCTION

This Customer Complaints Policy (hereinafter referred to as the “Complaints Policy”) governs the conditions under which complaints regarding goods and services purchased via the e-shop www.prusa3D.com may be submitted. This Complaints Policy constitutes an integral part of the General Terms and Conditions of PRUSA 3D (hereinafter referred to as the "T&C").

Capitalized terms and definitions used in this Complaints Policy that are not expressly defined herein shall have the meanings assigned to them in the T&C. In the event of a conflict between this Complaints Policy and the T&C, the provisions of this Complaints Policy shall apply.

Complaint means (i) the exercise of rights arising from defective performance to which the Buyer is entitled directly by law (the so-called statutory guarantee); and also (ii) the exercise of rights arising from a contractual guarantee voluntarily provided by the Seller that exceeds the Seller’s statutory liability for defects (the so-called contractual guarantee).

In summary:

• in the case of liability for defects (sometimes also referred to as statutory guarantee), the Seller is liable to the Buyer that the purchased Goods are free from defects at the time the Buyer receives the Goods;
• in the case of a contractual guarantee, the Seller is liable to the Buyer that the Goods covered by the contractual guarantee will retain their characteristics and functionality, except for normal wear and tear, for the duration of the contractual guarantee. The contractual guarantee is provided by PRUSA exclusively for PRUSA 3D printers and their components, including those used in their manufacturing or forming an integral part of them.

The terms and scope of the statutory guarantee, as well as the list of rights arising from defective performance applicable to the Consumer, are set out in Part 2 of the T&C.

The terms and scope of the statutory guarantee, as well as the list of rights arising from defective performance applicable to Business Customers, are set out in Section 3 of the T&C.

The terms and scope of the contractual guarantee are set out in Part 4 of the T&C and in more detail here.

2. STATUTORY GUARANTEE

Upon receiving the purchased Goods, you are required to thoroughly inspect them to ensure they are complete and free from defects.

If you are taking delivery of the Goods from a carrier or another delivery service, please ensure that the parcel shows no signs of damage. In particular, check that there is no mechanical damage to the packaging and that the packaging does not exhibit signs of improper handling.

If the packaging of the parcel is visibly damaged or shows signs of mishandling, do not accept the Goods. Indicate the reason for non-acceptance in the transport protocol (if available) and inform us immediately using one of the following communication channels.

In the event that the shipment is incomplete or damaged, please document the issue (e.g., photos, video) and include this documentation in your notification to us. Such notification must be sent without undue delay, ideally on the day you receive the Goods.

In the event that a defect appears in the purchased Goods, you are required to properly describe and document the defect (e.g., photographs, video, printer log file) and submit a complaint without undue delay. Complaints may be submitted either in person at our premises or through one of the communication channels listed below.

a) Statutory guarantee for Consumers

If you are a Consumer, you are entitled to exercise your rights arising from defective performance if a defect in the Goods becomes apparent within two years from the date of receipt.

If you are exercising your statutory rights arising from defective performance, your complaint must specify the manner in which you request the complaint to be resolved.

If you are unsure of how to make a complaint, please contact us via one of the means of communication listed below or use the sample complaint form which you can download here.

We will provide you with written confirmation of receipt of your complaint, which will be sent to the email address you provided when submitting the complaint. The confirmation will include, in particular, the date on which you submitted the complaint, the content of the complaint, the method of resolution you have requested, and your contact details for the purpose of providing updates on the resolution of the complaint. This obligation also applies to any third parties authorized to carry out the repair.

We have 30 days from the date of the complaint to resolve the matter with the Consumer, unless we mutually agree on a longer period. If the subject of the performance is the provision of digital content, including digital content delivered on a tangible medium, or a digital content service, the complaint must be settled within a reasonable time, taking into account the nature of the digital content or digital content service and the purpose for which the Consumer requested it. Upon the expiration of the 30-day period referred to in this paragraph, the Consumer may withdraw from the Purchase Contract or request a reasonable discount.

We will assess the complaint based on the description of the defect and the attached documentation. If the claimed Goods have not been physically handed over to us for defect assessment as part of the complaint process, and we determine from the description of the defect or the attached documentation that it is necessary to inspect and test the claimed Goods at our service center for proper assessment, we will request that you hand over the claimed Goods to us without undue delay.

You may deliver the Goods either in person at our place of business or by sending them to us by post. Please note that the 30-day period for resolving the complaint may be automatically extended by any delay caused by your failure to deliver the claimed Goods to us or by circumstances beyond our control, such as postal disruptions, customs clearance delays, or similar issues.

The cost of transporting the claimed Goods shall be borne by the Consumer. However, if the complaint is justified, the Consumer is entitled to reimbursement of the costs reasonably incurred in exercising their rights arising from defective performance. The Consumer must request reimbursement of such costs without undue delay, and no later than one month after the expiry of the period for notifying the defect.

The provisions of this point (a) apply exclusively to the exercise of rights arising from defective performance by Consumers. If you are a Business Customer, please refer to point (b) below.

b) Legal guarantee for Business Customers

If you are a Business Customer, you are obliged to notify us of the defect of the Goods without undue delay after you could have discovered the defect through timely inspection and with sufficient care.

In the case of a hidden defect, you must notify us without undue delay after you could have discovered it with reasonable care, but no later than two years after the delivery of Goods. Claims made after this period will not be considered.

To exercise your rights under the defective performance, please use one of the means of communication listed below. Upon receipt of your complaint, we will contact you to suggest a further course of action to resolve the complaint.

3. CONTRACTUAL GUARANTEE

The contractual guarantee is provided by PRUSA exclusively for PRUSA 3D printers and their components, including those used in their manufacturing or forming an integral part of them.

The contractual guarantee starts on the date of receipt of the Goods and ends, depending on the type of Goods, within the time limits specified here: https://help.prusa3d.com/article/warranty_2288

In the event of exercising rights under the contractual guarantee, the defective Goods may either be replaced with faultless Goods or repaired. If the Goods cannot be repaired or replaced with new faultless Goods, or if such repair would be disproportionately expensive in relation to the total cost of resolving the complaint, PRUSA is entitled, at its discretion, to resolve the complaint by issuing a discount voucher for a future purchase or by refunding the full purchase price.

Claims for Goods covered by the contractual guarantee must be submitted no later than on the last day of the contractual guarantee period. The claimed Goods, along with the notification of the defect, must be delivered to us by the end of the contractual guarantee period.

The estimated time for processing a complaint may vary depending on stock availability and the capacity of our service center. We will inform you of the estimated processing time as soon as we have conducted a qualified assessment of the claimed Goods and the described defects.

The contractual guarantee is transferable to another person only to the extent that it was granted by PRUSA to the first Buyer, provided that the total duration of the contractual guarantee period is calculated from the time of the first transfer of ownership between PRUSA and the first Buyer.

4. THE PLACE TO MAKE A CLAIM AND REPAIR

Address of the establishment:

PRUSA RESEARCH a.s.
Partisan 188/7A
17000 Prague 7
Working hours for complaints: every working day from 08:00 - 18:00

Additional contact details for communication and related information:

EMAIL: [email protected]

CHAT: online tool available via the panel in the bottom right corner of prusa3D.com

We recommend that you contact us using the above contact details as soon as you become aware of any fact that could serve as the basis for your complaint.

Whether it concerns damage to the shipment, an incomplete shipment, or any other defects in the goods or services, you can always contact us for further information and guidance on resolving the situation.

5. A PLACE FOR OUT-OF-COURT SETTLEMENT OF CONSUMER DISPUTES

The competent authority for out-of-court settlement of consumer disputes arising from the purchase of Goods, within the meaning of Section 14 of the Consumer Protection Act, is the Czech Trade Inspection Authority, Central Inspectorate – ADR Department, with its registered office at Štěpánská 15, 120 00 Prague 2, e-mail: [email protected], internet address: adr.coi.cz.

6. AFTER-SALES REPAIRS AND THIRD-PARTY SERVICES

In case of need for post-warranty repair of selected purchased Goods, you can contact one of our partners whose list and information about the type and scope of services can be found here: https://help.prusa3d.com/article/warranty_2288