I. Introductory Provisions

This Complaints Procedure governs the procedure for claiming goods and services purchased from Sonera s.r.o.. It is processed in accordance with the Civil Code and the Consumer Protection Act.

II. Warranty Period

The warranty period begins on the day the goods are received by the buyer.

• For consumers (B2C): The statutory warranty period is 24 months unless otherwise stated for specific goods.
• For entrepreneurs (B2B): The warranty for quality is provided for a period of 12 months unless otherwise stated in the contract or on the invoice.

III. Filing a Complaint

The buyer files a complaint without undue delay after discovering the defect. The claimed goods must be sent or delivered to the company's registered office address: Uralská 689/7, 160 00 Prague 6. We recommend attaching a copy of the proof of purchase and a description of the defect to the claimed goods.

IV. Handling of Complaints

Complaints, including the removal of the defect, will be settled without undue delay, no later than 30 days from the date of the complaint (unless the seller and the consumer agree on a longer period). For B2B relationships, the period is governed by a reasonable time for removing the defect according to the type of technology.

V. Warranty Exclusions

The warranty does not cover defects caused by normal wear and tear, improper use, mechanical damage, or unprofessional intervention in the device (e.g., use of incorrect fluid in water cooling).