Complaint

Claim
Recipient: Green Energy Trading s.r.o., Dobšická 3579/15, 669 02 Znojmo, Company ID: 26964422, VAT ID: CZ26964422, Email: support@getrading.eu

Please attach photos of the installation, connection, connected goods and their surroundings, grounding (if applicable), voltage measurements, and any error messages to the email.

When submitting goods for the claim process, ensure you provide the complete packaging and contents of the goods.

Thank you for your cooperation.

Claims Policy

Claims Policy of the Green Energy Trading E-shop

Introductory Provisions
1.1. This claims policy supplements the General Terms and Conditions of the Green Energy Trading e-shop. See the General Terms and Conditions for further details.

1.2. The buyer’s rights regarding defective performance (“Claim”) must always be exercised in accordance with this claims policy. Matters not covered by this policy are governed by the legal regulations of the Czech Republic. The seller will inform the buyer about this claims policy in an appropriate manner and, upon the buyer's request, will provide it in text form. This claims policy complies with Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll. on Consumer Protection, as amended as of January 1, 2023.

Submitting a Claim
2.1. The buyer is entitled to submit a claim for defects and warranty for quality ("Claim") within 12 months from receipt of goods for entrepreneurs and within 24 months for consumers.

2.2. Upon discovering a defect, the buyer must submit their claim without undue delay to the seller, primarily by completing the online claim form. See the Claim Form for details.

2.3. To assess the claim, it is necessary to include the following in the claim form:

Date of installation,
Date of defect occurrence,
Description of the defect,
Serial numbers,
Tax document number,
Photos of the installation, connection, connected goods and their surroundings, grounding, voltage measurements, and any error messages.

2.4. The buyer will be informed about the acceptance of the claim form within 3 working days.

Following the acceptance of the claim form, the seller will contact the buyer within 30 working days regarding the status of the claim process:
3.1. The seller or an authorized party will inspect the claimed goods at the buyer's location, or the inspection may be conducted remotely via online access; or

3.2. The buyer will deliver the goods at their own expense to the location specified by the seller, where the claimed goods will be inspected. The buyer must appropriately package the goods to prevent damage. For assessment, the claimed goods must be delivered along with all accessories, i.e., the complete contents of the original packaging.

Seller’s Liability to the Buyer
4.1. The seller warrants that the item is free of defects upon receipt. Specifically, the seller is responsible to the buyer that at the time of receipt:
a) The item has no defects.
b) The item has the properties agreed upon by the parties, or if no agreement was made, those described by the seller or manufacturer, or expected by the buyer given the nature of the goods and advertising.
c) The item is suitable for the purpose specified by the seller, or for the usual purpose of goods of this kind.
d) The item matches the quality or design of an agreed-upon sample or model, if specified.
e) The item is of the appropriate quantity, size, or weight.
f) The item complies with legal regulations.

Product Defects
5.1. The seller is not liable for defects in the following cases:
a) The defect was present at the time of receipt, and a discount on the purchase price was agreed for that defect.
b) The goods were used, and the defect corresponds to the level of use or wear at the time of receipt.
c) The defect arose from normal wear and tear or the nature of the item (e.g., expiration of its lifespan).
d) The defect was caused by the buyer due to improper use, storage, maintenance, tampering, or mechanical damage.
e) The defect resulted from external factors beyond the seller's control.
f) The goods were used in conditions not suitable for their design, including inappropriate humidity, dust, mechanical, or chemical influences.
g) Unauthorized modifications or changes to the goods were made.
h) Electrical surges (e.g., visibly burned components or circuits), excluding normal deviations.
i) The goods were damaged by natural disasters or force majeure.
j) The goods were overloaded or used contrary to the conditions stated in the documentation or general principles.

5.2. Color discrepancies between the actual product and its depiction on the e-shop are not considered a defect.

5.3. Additionally, Section 1924 of the Civil Code is excluded, meaning the buyer bears the costs of asserting defect or warranty rights.