Complaints procedure - AutoNorma

Complaints procedure and the procedure for creating a complaint

To create a complaint correctly, please fill in this document and send it together with the claimed product.

Delivery address: REMANTE GROUP s.r.o., Sadová 189/44, 746 01 Opava

Contact e-mail:

The complaint form can be downloaded here.

Complaints Procedure

This complaint procedure is intended for the consumer (retail).

Provisions for wholesale (ie the relationship between our company and a natural or legal person who enters into a contract within its own business, production or similar activities or in the independent performance of its profession) are not defined by law or these Complaints Rules.

These Complaints Rules regulate the method and conditions of complaints about defects in goods and services provided by our company

REMANTE GROUP s.r.o., with its registered office at Na Starém břeh 2756/7, 746 01 Opava,
VAT number: CZ02617862

entered in the Commercial Register kept by the Regional Court in Ostrava, Section C, Insert 65075

Delivery address: REMANTE GROUP s.r.o., Sadová 189/44, 746 01 Opava, Czech Republic

Telephone number: +420 731 447 509

Contact e-mail:


1. What defects of the goods are we responsible for?
As the seller, we are responsible for ensuring that the goods are free of defects upon receipt. This means that the goods:

- has the features that have been agreed between us, which we describe or which you could expect with regard to the nature of the goods and on the basis of advertising;

Is in an appropriate quantity, measure or weight, and

- complies with the requirements of legal regulations.

The difference in color shades in reality and on electronic display devices cannot be considered a defect of the goods. If the goods do not correspond to your idea, if you are a consumer, you have the right to withdraw from the contract within 14 days of receipt of the goods in accordance with Article 6 of the General Terms and Conditions.

If the defect becomes apparent within six months of receipt, the goods are deemed to have been defective at the time of receipt.

We are also responsible to consumers for the fact that defects do not occur during the warranty period. If you are not a consumer, you are not provided with a quality guarantee. Article 2 applies only to consumers.


2. What is the warranty period?
For unused goods, the warranty period is twenty-four months from receipt of the goods, unless a longer warranty period is specified on the web interface or in the documents attached to the goods. For  refurbished goods, the warranty period is twenty-four months from receipt of the goods and for used goods the warranty period is twelve months from receipt of the goods


3. What are your rights from a service defect?
As a service provider, we are responsible for ensuring that the part does not have a defect when taken over by you, which we were supposed to repair according to the contract.

Inform any defects without undue delay after you have the opportunity to inspect the device, either by marking the defect or by announcing how it manifests itself. The defect can be claimed within six months at the latest from the receipt of the repaired part.


4. What rights do you have from defective performance?
In the event that a defect of the goods occurs during the warranty period, for which the goods cannot be used completely properly, and this defect can be eliminated, you have the right to repair it free of charge.

In the case of a remediable defect on a product that has not yet been used, you can request the replacement of the defective product with a faultless or reasonable discount from the purchase price instead of eliminating the defect.

In the event of a defect that cannot be removed and which prevents the goods from being properly used as defect-free goods, you have the right to exchange the goods, a reasonable discount on the purchase price or the right to withdraw from the purchase contract.

You are entitled to a reasonable discount even if we are unable to deliver a new item to you without defects, replace its part or repair the item, or if we do not arrange a remedy within a reasonable time or if arranging a remedy would cause you considerable difficulties.

For used goods, you are only entitled to a reasonable discount on the purchase price.

You do not have the right to withdraw from the contract or the right to request the delivery of a new item if you cannot return the goods in the condition in which you received them (except in cases stipulated by law).

In the event of a service defect, you are entitled to a free repair. If the defect cannot be remedied, you are entitled to a reasonable discount on the price of the repair.


5. When can the rights from defective performance not be exercised?
You do not have the rights from defective performance if:

- you knew about the defect before taking over the item;

- you caused the defect yourself;

- the warranty period has expired.

The warranty and claims for liability for defects also do not apply to:

- wear and tear of the goods caused by their use (reduction of the capacity of batteries and accumulators is also considered to be wear and tear caused by use);

- defects caused by incorrect use of the goods, non-compliance with the instructions, improper maintenance or incorrect storage, unprofessional handling, breach of protective seals or seals. You will find more detailed specifications in the relevant Assortment Conditions.

For items sold at a lower price, we are not liable for a defect for which a lower price was agreed.

We are not liable for damage to the health of persons, or damage to property and goods, which will be caused by improper handling, or misuse of goods, or negligence.


6. How to proceed with a complaint?
File a complaint with our company (or the person listed on the web interface as the person to be repaired) without undue delay from the discovery of the defect.

Complaints can be made as follows:

- for faster handling of the complaint, you can inform us in advance by phone, e-mail or in writing.

- you will deliver the claimed goods (other than cash on delivery, which we do not accept) to our delivery address.

When sending, pack the goods in a suitable package so that it is not damaged or destroyed.

It is advisable to enclose with the goods a proof of purchase of goods or a tax document - an invoice, if issued, or another document proving the purchase of goods, together with a description of the defect and a proposal for how to resolve the complaint. Failure to submit any of the above documents does not prevent the positive settlement of the complaint according to the legal conditions.

The moment of claim is the moment when we were notified of the occurrence of a defect and exercised the right of liability for defects of the sold item.

We handle delivered complaints without undue delay, but no later than within 30 days from the date of the complaint, unless we agree otherwise. We will issue you a written confirmation of the claim and settlement of the complaint.

In the case of a disputed complaint, we will decide on its acceptance within three working days from the date of the complaint.


These Complaints Rules are valid and effective from 15 June 2015.