company: Crypto services s.r.o.

with registered office: Jana Palacha 1235

Company ID: 06754384

VAT: CZ06754384

entered in the Commercial Register kept at the Regional Court in Hradec Králové, mark C 40979 / KSHK

for the sale of goods through an online store located at the Internet address:



The Complaints Procedure was prepared in accordance with the provisions of Act No. 89/2012 Coll., The Civil Code (hereinafter referred to as the “NOZ”) and Act No. 634/1992 Coll., On Consumer Protection, as amended (hereinafter the “Act”) and applies applies to consumer goods (hereinafter referred to as "Goods"), for which the rights of the buyer from liability for defects (hereinafter referred to as "claims") are exercised during the warranty period.

The complaint procedure is an integral part of the General Terms and Conditions. By concluding the purchase contract, the Buyer agrees with the General Terms and Conditions and these Complaints Rules and confirms that he is duly acquainted with them.

The customer of the online store is either the Buyer-Consumer in the sense of § 2 par. a) of Act No. 634/1992 Coll. on consumer protection (hereinafter referred to as the “Buyer-Consumer”) or the Buyer-Entrepreneur who acts within the scope of its business activities when concluding and fulfilling the contract (hereinafter referred to as the “Buyer-Entrepreneur”). The Buyer-Consumer and the Buyer-Entrepreneur are hereinafter collectively referred to as the "Buyer".

The Seller acts within the scope of its business activities when concluding and fulfilling the purchase contract. The Seller is an entrepreneur who directly or through other entrepreneurs supplies the Buyer with products or services.



The Seller is responsible to the Buyer that the Goods are free from defects upon receipt. In particular, the Seller responds that at the time the Buyer took over the Goods:


a)     the item has the characteristics agreed upon by the parties and, in the absence of an agreement, the characteristics described by the Seller or the manufacturer or expected by the Buyer with regard to the nature of the goods and the advertising made by them,

b)     the thing is suitable for the purpose stated by the Seller for its use or for which the thing of this kind is usually used,

c)      the item corresponds in quality or design to the agreed sample or model, if the quality or design was determined according to the agreed sample or model,

d)     the item is in an appropriate quantity, measure or weight, and

e)     the matter complies with the requirements of the legislation.


A tax document is attached to the Goods and a warranty card to some products. If the warranty card is not attached to the Goods, a tax document is used to file a complaint.



Obvious damage to the Goods or their packaging upon delivery must be dealt with immediately with the carrier and discrepancies must be recorded in the handover protocol (consignment note). The Buyer is not obliged to take over such Goods from the carrier and informs the Seller of the detected damage without undue delay. The Buyer shall duly check the integrity of the Goods and the completeness of its accessories on the day of receipt.

In the case of personal collection by the Buyer, the moment of taking over the Goods is the moment of the transfer of the risk of damage to the Goods from the Seller to the Buyer.

If the Buyer does not inspect the Goods upon receipt, he may claim claims for defects found during this inspection only if he proves that these defects (eg missing accessories) the Goods already had at the time of the transfer of the risk of damage to the Goods. Subsequent claims for incompleteness of the Goods or external damage to the Goods do not deprive the Buyer of the right to complain about the item.

However, the seller has the opportunity to prove that this is not a breach of the purchase agreement.


The Buyer-Consumer may file a complaint about the Goods in person at the Seller's branch (Jana Palacha 1235, 53002 Pardubice) or send the claimed goods to the address Crypto services s.r.o., Jana Palacha 1235, 53002 Pardubice.

In the event that the Buyer sends the Goods to the Seller or service center by transport service, he should in his own interest pack the claimed Goods in a suitable and sufficiently protective packaging material meeting the requirements of transport so that it is not damaged during transport. In the case of fragile Goods, the consignment should be marked with the appropriate symbols. The shipment should contain the claimed Goods (including complete accessories), we recommend enclosing a copy of the sales document, a detailed description of the claimed defect and the correct contact details of the Buyer.

Defect liability rights do not apply in particular to cases where the defect or damage occurred:

a)     mechanical damage to the Goods

b)     demonstrably unauthorized interference with the device, natural disaster, mechanical damage or if seals have been removed or damaged if the Goods are provided with seals,

c)      electrical overvoltage (visibly burned components or printed circuits) with the exception of normal deviations,

d)     demonstrably incorrect use,

e)     use contrary to the instructions for use or instructions given on the packaging or in the warranty card,

f)      use in contravention of generally known rules of use,

g)     demonstrably by use in conditions which do not correspond to their temperature, dust, humidity, chemical and mechanical influences of the environment, which is directly determined by the manufacturer or which clearly follows from the nature of the thing,

h)     demonstrably unprofessional installation and operation,

i)       if the submitted guarantee certificate shows obvious signs of changes in the data or if the Goods on the Goods have a different serial number from the one stated in the guarantee certificate.


The Seller's liability for defects does not apply to wear and tear caused by normal use, for Goods sold at a lower price for a defect for which a lower price was agreed, for used Goods for a defect corresponding to the degree of use or wear the Goods had when taken over by the Buyer.

A defect caused by unprofessional installation or other unprofessional commissioning is considered a defect if this installation or commissioning was agreed in the purchase contract and performed by the Seller or another person under the responsibility of the Seller.

If the contents of the package or the subject of purchase are consumables, its normal service life in normal use is 6 months, unless explicitly stated otherwise. This does not affect the Buyer's right to claim the Goods within the statutory warranty period. However, the Buyer must take into account the fact that the warranty does not cover wear and tear of the Goods or its parts caused by normal use and is therefore not to be confused with durability.

Gifts provided by the Seller to the Buyer free of charge under the purchase contract for other paid Goods cannot be covered by the warranty or liability for defects beyond the law. In the event of withdrawal from the purchase contract, the Buyer is obliged to return the Goods, which are provided as a gift, in their original condition to the Seller.

At the request of the Buyer, the Seller is obliged to provide the Buyer with a written confirmation of the obligations arising from defective performance to the extent stipulated by law (warranty card). The warranty card must contain the name or business name, ID number and registered office of the Seller. If the nature of the matter allows it, it is sufficient to issue the Buyer a proof of purchase of the Goods containing data as a guarantee certificate instead of a guarantee certificate. If a longer than the statutory warranty period is provided, the Seller shall specify the conditions and extent of the warranty extension in the warranty certificate.

The Buyer is obliged to prove in a verifiable manner that the Goods were purchased in the online store or in the store of Crypto services s.r.o. The original proof of purchase of the Goods or a duly completed warranty card is optimal.



The Buyer-Consumer is entitled to exercise the right from a defect that occurs in the consumer Goods within twenty-four months from receipt of the Goods. If the defect of the Goods becomes apparent within six months of receipt by the Buyer-Consumer, it is considered that the Goods were defective at the time of receipt, unless proven otherwise. In the case of the purchase of already used Goods, the period for exercising the rights arising from defective performance is 24 months. For the Buyer-Entrepreneur, the warranty period is twelve months.

The warranty period begins when the Goods are taken over by the Buyer. The warranty period is extended by the time for which the Goods were under repair. In the event of an exchange of the Goods as part of a warranty repair, the original warranty period continues.

If the purchased Goods is to be put into operation by an entrepreneur other than the Seller, the warranty period will start to run only from the date of putting the Goods into service, if the Buyer ordered the commissioning no later than three weeks after taking over the goods and duly and timely provided the necessary cooperation. The date of putting the Goods into operation is marked in the document on putting the Goods into operation, which will be received by the Buyer. The beginning of the warranty period is thus postponed only if all the above conditions are met. If any of them is not met, the warranty period starts from the date of receipt of the item.



If the item does not have the properties specified in the Seller's Liability article, the Buyer-Consumer may also request the delivery of new Goods without defects, if this is not disproportionate due to the nature of the defect. If the defect concerns only a part of the Goods, the Buyer-Consumer may only request the replacement of this part, if this is not possible, he may withdraw from the contract. However, if it is disproportionate due to the nature of the defect, especially if the defect can be removed without undue delay, it is an insignificant breach of contract and in such a case the Buyer-Consumer is always entitled exclusively to free removal of the defect by repairing the item.

The Buyer-Consumer has the right to deliver new Goods or replace parts even in the case of a remediable defect, if he cannot use the item properly due to the recurrence of the defect after repair or due to a larger number of defects. In such a case, the Buyer-Consumer has the right to withdraw from the contract. A recurrence of a defect after repair is considered to be the same defect which has already been rectified at least twice during the warranty period and which will recur. If the Goods have been repaired at least three times for various remediable defects before the claim was filed, it is considered to suffer from a larger number of defects.

If the Buyer-Consumer does not withdraw from the contract or exercise the right to deliver new Goods without defects, to replace its components or to repair, he may request a reasonable discount. The Buyer-Consumer has the right to a reasonable discount even if the Seller cannot deliver new Goods without defects, replace its part or repair the Goods, as well as if the Seller does not arrange a remedy within a reasonable time or if arranging a remedy would work. significant difficulties to the Buyer - the consumer.

The right of defective performance does not belong to the Buyer, if the Seller informed the Buyer before taking over the Goods that the Goods have a defect, or if the Buyer himself caused the defect.

The buyer-consumer is entitled to withdraw from the contract in all cases specified in the NOZ and the Act. Withdrawal is effective against the Seller at the moment when the Buyer's-consumer's statement on withdrawal from the contract is handed over or delivered to him, if all legal conditions according to §2001 et seq. Are met. NOZ In the event of withdrawal from the contract, the contract is canceled from the beginning and the parties are obliged to return everything they provided on its basis.

In the event of withdrawal from the contract, the Buyer is obliged to return the complete Goods to the Seller, including all accessories.

If the defect is goods that have been sold as used or have been sold at a discount, taking into account their lower quality at the time of sale, the Buyer-Consumer is entitled to a reasonable discount instead of the right to exchange the Goods.


The Buyer-Consumer must be settled the complaint, including the elimination of the defect, without undue delay, no later than within 30 days from the date of the complaint, unless the Seller and the Buyer-Consumer agree on a longer period. The deadline for settling the complaint begins on the day following the complaint in accordance with the provisions of Section 605 of the Civil Code. After this period, the Buyer-Consumer is granted the same rights as if it were a material breach of contract. The 30-day period is not binding on the Buyer-Entrepreneur.

The buyer-consumer may be interested in the result of the complaint himself at the address of the establishment where he made the complaint or on its customer telephone line.

It is recommended that the Buyer provide the Seller, or an authorized service center, with all cooperation to verify the existence of the claimed defect and to eliminate it (including testing or disassembly of the product). When making a complaint, the Buyer is obliged to hand over the Goods clean in accordance with hygienic regulations and general hygienic principles, including all parts and accessories.

The Buyer is obliged to hand over the Goods to the complete complaint procedure. We also recommend enclosing a copy of the sales document, a detailed description of the defect and full contact details (address, telephone, e-mail). In the event that the Buyer does not deliver the Goods complete and its completeness is necessary to determine the existence of the claimed defect and / or to eliminate it, the period for settling the complaint begins with the delivery of the missing parts.

Upon receipt of the Goods for complaint proceedings, the Seller is not responsible for the Buyer's data and information stored on hard disks, memories or other information carriers that are part of the Goods accepted for complaint, nor for any loss of such data and information.

When making a complaint, the Buyer will receive a written confirmation - a complaint protocol, which serves as a document when settling the complaint. When drawing up the complaint protocol, the buyer is obliged to state all required data, the completeness and accuracy of which he confirms by signing the complaint protocol. The complaint protocol contains information on when the complaint was lodged, what its content is, what method of handling the complaint is required by the Buyer-Consumer. If the Buyer-Consumer has sent the product to the complaint procedure by the transport service, he will receive the complaint protocol by e-mail.

The buyer-consumer has the right to reimbursement of purposefully incurred costs of making a complaint, while these costs are considered to be the lowest possible. This is especially the postage for sending the claimed Goods. The buyer-consumer must request reimbursement of these costs without undue delay, but no later than one month from the end of the period for exercising the rights from defective performance.


The Seller is entitled to refuse to accept the Goods in the complaint if the Goods are contaminated or its components are contaminated.

The Seller is entitled to reject a claim for the Goods even if the Goods are not handed over in accordance with hygienic regulations and general hygienic principles.


After the complaint has been settled, the Seller informs the Buyer either via SMS, e-mail or telephone. If the Goods have been sent by a transport service, they will be sent to the Buyer's address after processing.

The Seller shall issue or send to the Buyer a written confirmation stating the date and method of handling the complaint, confirmation of the repair and the duration of the complaint, or the reasons for rejecting the complaint.

In the event of non-collection of the claimed Goods from the warranty repair within 2 months from the expiration of the period when the warranty repair was settled, the Buyer is obliged to pay the Seller a storage fee of CZK 50 for each day of delay in collecting the Goods.

When dispensing the Goods after the complaint has been settled, the Buyer is obliged to submit the document he received upon receipt of the Goods for the complaint, or he must prove his identity.

These Complaints Rules come into force and effect on 1.5.2021. We reserve the right to make changes to the complaint procedure.

Making a complaint

A service is created for the Buyer to file a complaint, return goods, exchange goods, withdrawal from the purchase contract or report incorrectly sent packages. This service can be found in the footer of the e-shop in the Complaints, Returns and Exchanges section or under your established account in the "My Account" section.

General instructions for making a complaint

The Supplier is not liable for damages, and the complaint will not be accepted if the complaint is sent to an address other than the Delivery - Correspondence address.

The complaint is settled only when we notify you. If the statutory deadline expires, consider it a material breach of contract and you can withdraw from the purchase contract.