Complaint Rules

The Complaints Procedure fulfills the legal requirements valid at the time of its issuance on May 1, 2024.

A complaint may be filed regarding defective performance of services provided by the supplier EUCAL s.r.o., and regarding supplied spare parts, consumables, and goods (hereinafter referred to as Products).

The reason for a Product complaint may be:
  • The quality of services does not meet the agreed-upon conditions
  • Goods were delivered with a demonstrable defect
  • Goods or services were delivered in a different quantity or different from the customer's order
  • Goods or services were not delivered at all

Complaints regarding Products must be submitted in writing, delivered by e-mail to kalibrace@eucal.cz or by mail to the company's premises address, Voděradská 2552/16, 251 01, Říčany, or may also be delivered in person to the above address. Upon receipt of the Complaint, the supplier will draw up a record and confirm it to the customer in writing.

Upon receipt of the Complaint, the company's responsible employee will review it and, if it is justified, take steps to rectify the defect. The deadline for handling the Complaint is 30 days from its receipt.

Warranty periods for Products:
  • Services: 3 months
  • Goods:
    • Spare parts 3 months, if the supplier of the spare parts provides a warranty period longer than 3 months, the supplier's warranty applies
    • Other goods 12 months, if the supplier of the goods provides a warranty period longer than 12 months, the supplier's warranty applies
  • Defects in document Products (Calibration Certificate) will be rectified free of charge within two years from the date of issue of the document

To file a Complaint, the complainant must present the invoice for the purchased Product, or the Work Order for the complained-about service, as proof of product acquisition and the duration of the warranty period.

It is also possible to file a complaint or objection regarding activities performed by employees of EUCAL s.r.o. The same procedure as for a Product Complaint is designated for filing this type of Complaint. The company's authorized employees will then implement the same procedure, including adherence to the deadlines for resolution.

Notification of Complaint resolution:
  • In the event of an accepted complaint, the customer is immediately informed of the method of remedy.
  • In the event of a rejected Complaint, the customer is immediately informed of this fact. In such a case, for a goods complaint, they may contact the manufacturer directly or seek legal redress.