Concept2 MNV4445, Manual

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The customer must submit proof of having concluded a purchase contract for the product by producing the
receipt.
While fi ling their complaint, the customer must indicate the noted defect and identify the preferred complaint
application method.
Complaints processing
As long as the noted defect may be removed, the user has the right to have the defect duly removed free of
charge on a timely basis.
Where such a procedure is not reasonable with regard to the nature of the defect, the user may require to be
supplied a new defect-free product (replacement), or, where the defect applies to a part of the product only,
replacement of the part concerned. However, if replacement of the product or any part thereof is not propor-
tionate with regard to the nature of the defect, especially if the defect can be removed without undue delay, the
customer has the right to have the defect removed free of charge.
If the noted defect is not removable, or if the customer becomes entitled to replacement of the product or a part
thereof, yet the replacement is not possible, for example due to the product having been sold out, the customer
has the right to return the product (withdrawal from the contract).
The customer shall have the right to a new product (replacement) or to replacement of a part of the product
even if the defect can be removed, provided they cannot properly use the product due to repeated occurrence
of the defect or due to a high number of such defects. In such a case, the customer also has the right to return
the product (by withdrawing from the contract).
If the product is not returned (the customer does not withdraw from the contract), or if the customer does not
apply the right to a new defect-free product (replacement), to replacement of a part thereof or to repair of the
product, they may request a reasonable discount. The customer also has a right to a reasonable discount if a
new defect-free product cannot be supplied to them, or if a product part cannot be replaced or the product
repaired unless the situation is remedied within a reasonable time limit, or if remedying the situation would
create major discomfort on the part of the customer.
The seller, authorised service centre or a staff member authorised by them must decide about each complaint
immediately or within three business days in complicated cases. This term does not include a reasonable period
of time, depending on the type of product concerned, required for the defect to be assessed by an expert. A
complaint, including defect removal, must be dealt with without any undue delay, yet no later than within 30
calendar days of the complaint fi ling date, unless the seller and the customer agree on a later deadline.
On returning the product (withdrawing from the contract) the customer must return any accessories and docu-
ments supplied along with the product.
The customer does not have the right to keep the defective parts and components of the product replaced as
part of a repair of the product.
This shall be without prejudice to any other rights the customer may have in relation to the purchase of the
product.
Remark:
Complaints against products damaged in transport are governed by the carrier’s complaints procedure.
114 MNV 4445