Complaints Procedure

This complaints procedure governs the steps, terms and time limits for exercising rights from defective performance for goods purchased at www.patronum.eu. The procedure forms an integral part of our Terms and Conditions and is governed by Czech Act No. 89/2012 Coll., the Civil Code (the "CC"), and Act No. 634/1992 Coll. on Consumer Protection.

1. Rights from defective performance

If goods have defects on receipt (do not match the description, type, quantity, quality, function or compatibility, are unsuitable for normal use, are incomplete, or do not match statutory or contractual parameters), these are defects for which the seller is liable (Section 2161 of the CC).

Buyers may notify the seller of defects no later than 2 years (24 months) from receipt of goods per Section 2165 of the CC — this is the statutory consumer warranty period, see Warranty Terms. During the first year, defects are presumed to have existed at receipt unless the nature of the item or defect excludes this.

2. Buyer's rights from defective performance

For a legitimate complaint, the buyer is entitled to free remedy of the defect — at the buyer's choice, either by repair or by delivery of new defect-free goods (Section 2169 of the CC), unless the chosen method is impossible or disproportionately expensive compared to the alternative. If:

• the seller refuses to remedy the defect or fails to remedy it properly and in time;
• the defect recurs;
• there is a material breach of contract;

the buyer may demand a reasonable price reduction or withdraw from the contract. Withdrawal is not possible if the defect is insignificant.

3. How to file a complaint

1. Notification. File your complaint without undue delay after detecting the defect — by email at support@patronum.eu, by phone at +420 737 175 720, or via the online form at www.patronum.eu/complaints-and-returns. Include: order number, defect description, requested method of resolution and contact details. Attach photos if possible.
2. Confirmation. You'll receive immediate confirmation of receipt with shipping instructions.
3. Sending the goods. Send the goods (not by cash on delivery) or deliver them to: PATRONUM.eu, Lidická 1721, 258 01 Vlašim, Czech Republic. The goods must be packed to prevent transport damage, and ideally clean and complete. Include a copy of the proof of purchase or the order number. For legitimate complaints, we cover the shipping costs to us.
4. Assessment and resolution. We will assess and resolve the complaint within 30 days of receipt (statutory limit per Section 19(3) of the Consumer Protection Act), unless we agree on a longer period in writing. After resolution, you'll receive confirmation of the date and method, or written justification of any rejection.
5. Expiry of the time limit. If we fail to resolve the complaint within 30 days, you have the right to withdraw from the contract or demand a reasonable price reduction.

4. Complaint form

To make filing easier, we recommend using our complaints form (PDF download or online version).

5. Cases where complaints cannot be accepted

The buyer is not entitled to rights from defective performance if the defect was caused by the buyer. Complaints cannot be accepted in particular in the following cases:

• Mechanical damage (drop, impact, housing deformation);
• Damage from lightning, surges or short circuits in the electrical network;
• Use contrary to the user manual;
• Improper installation (incorrect wiring, unsuitable location, use outside declared temperature/IP range);
• Unauthorized intervention (disassembly, firmware modification, replacement of internal components);
• Normal wear and tear (cables, connectors, IR diodes beyond declared MTBF);
• Water damage on models without IP66/IP67 certification;
• Defects caused by failure to install firmware updates the buyer was notified of (Section 2161a of the CC).

6. Withdrawal from the contract within 14 days

This procedure covers defective goods. If you wish to return goods without giving a reason within 14 days of receipt (consumer right per Section 1829 of the CC), please follow the separate Withdrawal from Contract page.

7. Out-of-court dispute resolution

If we cannot resolve a complaint directly, you have the right as a consumer to out-of-court dispute resolution at the Czech Trade Inspection Authority (www.coi.cz) or via the European ODR platform (ec.europa.eu/consumers/odr). A proposal can be filed within 1 year of first exercising your rights with the seller.

8. Note for businesses (B2B)

For purchases made for business purposes, the provisions of the Civil Code on defects of goods between businesses apply (Section 2099 et seq. of the CC). Time limits and the scope of claims from defective performance may differ; consumer-protection provisions do not apply unless individually agreed otherwise.

9. Contact for complaints

This complaints procedure forms an integral part of our Terms and Conditions. Version: 28 April 2026.