The Claims Procedure is an integral part of the General Terms and Conditions of the seller, LOKO TRANS Media s. r. o., registered at Tetčická 887/2a, Střelice u Brna, Company ID: 13694456, VAT ID: CZ13694456, registered in the Commercial Register under C 503/KSBR at the Regional Court in Brno (hereinafter referred to as the "seller" or "LTMEDIA"). It describes the procedure for handling complaints regarding goods purchased from LTMEDIA.

The buyer is required to familiarize themselves with the Claims Procedure and the General Terms and Conditions (hereinafter referred to as "GTC") before ordering the goods. The buyer also acknowledges that they must provide LTMEDIA with the necessary cooperation required for processing the claim. Failure to do so will result in the extension of the processing time by the period during which the buyer did not provide the required cooperation.

By concluding the purchase contract and accepting the goods from the seller, the buyer agrees to this Claims Procedure.

The definitions of terms contained in this Claims Procedure take precedence over definitions in the GTC. If a term is not defined in this Claims Procedure, it is understood as defined in the GTC. If it is not defined there either, it is understood according to the meaning given in legal regulations.

If service is claimed under a purchased or agreed-upon service, the service intervention is governed solely by the terms of that specific service.

II. Warranty of Quality

As proof of warranty, LTMEDIA issues a purchase document (invoice) for each purchased item, including legally required details necessary for asserting the warranty (especially the name of the goods, warranty period, price, quantity, and serial number).

At the explicit request of the buyer, LTMEDIA will provide a warranty in the form of a warranty certificate. However, as a standard practice, if the nature of the item allows, the seller issues a purchase document containing the necessary details instead of a warranty certificate.

If necessary for the provided warranty, LTMEDIA will clearly explain the content of the warranty in the warranty certificate, including its scope, conditions, validity period, and the method for asserting claims under it. The warranty certificate will also state that providing the warranty does not affect the buyer’s rights related to the purchase of the item.

1. Warranty Period

The warranty period starts from the day the buyer takes possession of the goods, as indicated on the purchase document or warranty certificate.

The duration of the warranty period is:

• 24 months for new (including unsealed) good;
• 21 months for refurbished goods (meaning used goods inspected by our experts and marked as such);
• 12 months for used goods (goods marked as used or serviced without defects, where packaging completeness does not hinder full use);
• 12 months for refurbished goods (marked as "refurbished" and serviced by our experts).

The warranty period ends on the corresponding calendar day of the month in which it began. The warranty duration in months is specified for each product in the seller’s store and is clearly indicated on the purchase document.

Warranty claims must be asserted within the specified period; otherwise, they expire.

If a complaint is resolved by replacing the product, the original warranty period remains unchanged and does not restart.

2. Rights from Defective Performance

If an item is defective, the buyer may request its rectification. The buyer may choose to receive a new item free of defects or have the defective item repaired, unless the chosen remedy is impossible or disproportionately expensive compared to the other. This is assessed based on the significance of the defect, the value the item would have had without the defect, and whether the defect can be rectified by the alternative method without significant inconvenience to the buyer.

The seller may refuse to rectify the defect if it is impossible or disproportionately expensive, considering the defect’s significance and the item's value.

The buyer may request an appropriate discount or withdraw from the contract if

a) the seller has refused or failed to remove the defect in accordance with § 2170(1) and (2),

b) the defect appears repeatedly,

c) jthe defect constitutes a substantial breach of contract, or

d) it is evident from the seller’s statement or circumstances that the defect will not be removed within a reasonable time or without significant inconvenience to the buyer.

An appropriate discount is determined as the difference between the value of the defect-free item and the value of the defective item received by the buyer.

If the buyer withdraws from the contract, the seller will refund the purchase price without undue delay after receiving the item or after the buyer proves that the item has been sent back.

3. Quality at the Time of Acceptance

The seller is responsible for ensuring that the item is free of defects upon acceptance. Specifically, the seller guarantees that at the time the buyer takes possession,

• The item has the agreed properties or, if no agreement was made, properties described by the seller or manufacturer or expected by the buyer based on the nature of the item and promotional materials.
• The item is suitable for its stated purpose or its usual purpose.
• The item has the correct quantity, measure, or weight.
• The item complies with legal regulations.

If a defect appears within one year of acceptance, it is presumed that the item was defective at the time of acceptance unless the seller proves otherwise.

 

III. Warranty Conditions

1. Inspection Upon Acceptance

The buyer must inspect the goods, their completeness, and the condition of the packaging upon personal collection from the seller.

For deliveries via a carrier, the buyer must thoroughly check the condition of the shipment (number of packages, integrity of company seals, packaging condition) according to the delivery note.

Additionally, on the day of receipt, the buyer must check the completeness of the goods, ensuring that the package contains everything it is supposed to. 

Any discrepancies must be reported to the seller at the time of personal collection. If received from a carrier, discrepancies should be noted in the carrier’s handover protocol, or the buyer may refuse the shipment. Alternatively, they can be reported via email at info@ltmedia.cz. In case of delivery by a carrier, LTMEDIA recommends attaching photographic documentation of any damage to the packaging or goods.

These provisions do not affect the buyer’s statutory rights regarding defective performance. A later claim for missing items or external damage does not deprive the buyer of the right to make a warranty claim, but it allows LTMEDIA to prove that the discrepancy did not exist at the time of purchase.

2. Warranty Claims
The buyer may submit a warranty claim via the seller’s email. 

When sending a claim, the package must include: the claimed product, including accessories essential for its operation and diagnostics (however, LTMEDIA recommends sending all included accessories in every case).  
LTMEDIA also recommends including a copy of the purchase receipt or other proof of warranty, a detailed description of the defect, and sufficient contact details (especially a return address and phone number). Without this information, identifying the product’s origin and defect may not be possible.

LTMEDIA recommends specifying the preferred resolution of the claim (repair, replacement, credit note).

 

The buyer acknowledges that if the claimed product is not returned with all accessories, any refund due to contract withdrawal will be reduced by the value of the missing accessories.

3. Compatibility

LTMEDIA does not guarantee full compatibility of sold components with other parts that have not been approved by LTMEDIA, the manufacturer, or the supplier. Similarly, compatibility with software applications is not guaranteed unless explicitly requested in a written order, except where such compatibility is generally expected for similar goods. If compatibility is limited to specific items, this must be explicitly stated in the product description.

The same applies to software and its various versions. If compatibility is declared for a specific software version, this does not automatically apply to previous or future versions.

4. Exclusions

Breaking the protective seal, information sticker, or serial number may result in warranty rejection, unless the damage occurs during normal use. These seals and numbers are integral parts of the product and do not restrict the customer’s right to use and handle the product as intended.

The warranty does not cover damage caused by (unless such activity is usual and not prohibited in the provided user manual):

1. Mechanical damage,
2. Electrical surges (e.g., visibly burned components or circuit traces), except for normal fluctuations,
3. Use in inappropriate environmental conditions (e.g., incorrect temperature, dust, humidity, chemical exposure),
4. Incorrect installation, handling, operation, or maintenance,
5. Damage by computer viruses,
6. Software-related defects if the customer cannot provide proof of legal acquisition, or due to unauthorized software and consumables,
7. Excessive stress or use contrary to the provided documentation,
8. Unauthorized modifications or parameter changes (only modifications by the seller or an authorized service provider are accepted),
9. Customer modifications (e.g., painting, bending, etc.), if the defect results from such a modification,
10. Improper BIOS or firmware updates,
11. Damage by natural disasters or force majeure,
12. Use of incorrect or faulty software,
13. Use of incorrect or non-original consumables and any resulting damage if such use was not explicitly excluded in the user manual.

These exclusions do not apply if the conflicting product properties were explicitly agreed upon with LTMEDIA, stipulated in the contract, declared by the seller, or can be reasonably expected based on advertisements or common product use.

For software, the warranty only covers physical readability of the media (e.g., the disc must not be scratched). Removing protective elements (e.g., film, seals, opening the package) makes the buyer the rightful user of the software and confirms acceptance of the license agreement. For digital content, this acceptance occurs upon download, except in cases of contract non-compliance.

5. Defect Testing

Products submitted for a warranty claim will only be tested for the defect reported by the buyer (as stated in the claim form or accompanying defect description). LTMEDIA recommends a written defect description, including via email.

If the claim is rejected and the buyer agrees to a paid repair, the repair will be charged based on the current price list of the authorized service provider.

Before a paid repair is performed, the buyer will be informed of the cost, scope, and estimated repair time. Repairs will be completed within 60 days from the day after LTMEDIA receives the product. Paid repairs require the buyer’s explicit consent (either in writing or via a signed service agreement).

6. Data Backup

When submitting a computer system or data storage device for repair, the buyer is responsible for backing up necessary data and preventing unauthorized access or damage. LTMEDIA is not liable for any data loss, damage, or misuse during service.

Storage devices have an inherent failure risk, so LTMEDIA strongly recommends regular data backups to suitable media (e.g., DVD, Cloud). This recommendation does not limit the product warranty.

The buyer acknowledges that if a defective storage device is replaced, the original device will not be returned.

7. Claim Rejection

A. Due to contamination

LTMEDIA may reject claims if the returned product or its components are excessively dirty or fail to meet basic hygiene standards for safe handling. For products with fuel tanks, the tank must be empty upon submission.

B. Due to security measures

If the device is password-protected or secured, the buyer must disable the protection or provide the password in the defect description. Otherwise, LTMEDIA may reject the claim. The same applies to BIOS, firmware, or storage access restrictions. Without full access, repairs or diagnostics may not be possible.

If a theft-protection service is activated, the buyer must deactivate it before submitting a claim. Otherwise, LTMEDIA may reject the claim. Examples include Apple Find My iPhone, Intel Anti-Theft, etc.

8. Factory Configuration & Customer Modifications

The buyer is advised to submit products in their original factory configuration. This includes removable parts like RAM, HDDs, SSDs in laptops and computers. The seller is not responsible for any added components unless explicitly listed on the claim form.

Original components should be kept for warranty purposes, especially in case of contract withdrawal.

If a modified product is submitted, the buyer acknowledges that service interventions may remove or damage these modifications without compensation.

Customer modifications include, but are not limited to:

• a) Replacing or adding RAM, HDD, or SSD
• b) Applying protective films, skins, or stickers.

9. LCD Displays

Due to the high pixel density in LCD panels, manufacturing defects may cause dead pixels. To regulate this, ISO 13406-2 classifies monitors into four quality classes, each with a defined tolerance for defective pixels and clusters (5x5 pixel areas). Unless otherwise stated, LTMEDIA’s products conform to Class II standards.

Defective pixel:

• Typ 1 - White, permanently lit pixel.
• Typ 2 - Black, permanently unlit pixel.
• Typ 3 - Incorrectly colored pixel.

Defective cluster:

• Defective cluster type 1 - Multiple Type 1 or Type 2 pixels
• Defective cluster type 2 – Multiple Type 3 pixels

The maximum number of defects allowed per 1 million pixels

Class	Type 1 (white)	Typ 2 (black)	Typ 3 (colored)	Cluster Type 1	Cluster Type 2
I	0	0	0	0	0
II	2	2	5	0	2
III	5	15	50	0	5
IV	50	150	500	5	50

IV. Claim Resolution

The seller shall decide on the claim immediately, or in complex cases within three business days. This period does not include the time reasonably necessary for expert assessment of the defect, depending on the nature of the product or service.

In the case of complaints concerning medicinal products (OTC), the period does not include the time required for delivery and subsequent expert assessment of the defect in a brick-and-mortar pharmacy in Zdice. 

LTMEDIA shall process the complaint, including defect rectification, without undue delay, no later than 30 days from the day following the complaint submission. The 30-day period may be extended by agreement with the buyer after the complaint has been submitted—such an extension must not be indefinite or unreasonably long. If the deadline or extended deadline expires, it is assumed that the defect indeed existed, and the buyer has the same rights as in the case of an irremediable defect.

V. General Provisions

LTMEDIA shall issue a written confirmation to the buyer regarding the date and manner of complaint resolution, including confirmation of the repair and the duration of the complaint process, or justification for rejecting the complaint.

Once the claim has been processed, LTMEDIA shall notify the buyer of its completion either by phone, SMS, or email. If the product was shipped via a courier service, it will be automatically sent back to the buyer’s address after processing.

If the complaint is resolved through repair or replacement, the product’s warranty period is extended by the duration of the complaint process. This period is calculated from the day following the complaint submission to the day the buyer is informed of the resolution.

The buyer has the right to reimbursement of reasonable expenses incurred in submitting a justified claim. These expenses are understood to be the minimum necessary, particularly the postage for sending the complaint. They do not include costs such as travel by car to file a claim, express shipping, or similar. The buyer must request reimbursement without undue delay, but no later than one month after the expiration of the deadline for exercising rights from defective performance.

The buyer is obliged to inspect the received product and ensure its compliance with the claim issuance protocol. The buyer must also check the completeness of the product, ensuring that all required components are included. Later objections will not be considered.

These provisions do not affect the statutory deadline for asserting rights from defective performance. 

The buyer must collect the processed claim without undue delay within 30 days of being informed of its resolution. This period cannot expire earlier than 60 days from the date of claim submission.

If the buyer fails to collect the claim by the last day of the deadline, the seller will charge a storage fee of 50 CZK (including VAT) per day of delay.

If the buyer does not collect the resolved claim within two months of being informed of its resolution, LTMEDIA reserves the right to sell the item and use the proceeds to cover storage fees.

When collecting the product or receiving a refund in cash after the claim is resolved, the buyer must present the document based on which the item was accepted for the claim process and prove their identity with a valid identification document (identity card, passport). This measure is intended to prevent damages and deter money laundering from criminal activities. Without presenting one of these documents, LTMEDIA or its contractual partner may refuse to release the product or process the refund. If the buyer is a legal entity, the product or refund will only be released to the company’s statutory representative or an individual with a notarized power of attorney.

VI. Free Service

For products sold with a warranty longer than 24 months, a so-called free service is provided after the 24-month period expires.

If a defect occurs in the product after 24 months, the product will:

• be repaired, or
• be replaced with another item of the same or better specifications, or
• if neither of these solutions is possible, a credit note will be issued.

The seller commits to completing the service within 35 days of receiving the product—after this period expires, the buyer has the right to withdraw from the contract.

The manufacturer’s warranty rights are not affected by these provisions.

VII. Final Provisions

The buyer’s statutory rights are not affected by this Claims Policy.

This Complaints Policy is valid from September 26, 2024, and supersedes all previous versions.