Introduction

Our goal is to ensure that the purchased devices reach you without any damage and serve you for a long time. To achieve this, for devices manufactured by third parties, their transport to our warehouses and storage are carried out exclusively in accordance with the manufacturers’ recommendations and regulations. In cases where IKS d.o.o. Brčko District BiH is the manufacturer, we take additional care to ensure that the device is impeccably produced in accordance with your requirements, the Sales Contract, and the Technical Specification.

Basic Principles

In accordance with the Law on Consumer Protection in the Republic of Srpska (hereinafter: the Law), IKS d.o.o. (hereinafter: the Seller) is responsible for the non-conformity of goods sold for a period of two (2) years from the date of your purchase.

The Seller’s statutory liability does not apply if the delivered goods:

  1. Correspond to the description provided by the Seller and possess the characteristics of the goods shown to the consumer as a sample or model;
  2. Have the characteristics necessary for the specific use for which the consumer acquired them, which was known or should have been known to the Seller at the time of concluding the contract;
  3. Have the characteristics necessary for the regular use of goods of the same type;
  4. In terms of quality and functionality, correspond to what is customary for goods of the same type and what the consumer can reasonably expect, considering the nature of the goods and public promises about specific properties made by the Seller, manufacturer, or their representatives, particularly if the promise was made through advertising or on the product packaging;
  5. Are misused (physically or mechanically damaged due to improper use, etc.), contrary to the License, Technical Specification, Sales Contract, or Occupational Safety Measures.

A warranty is a statement by the manufacturer granting the consumer greater rights than those prescribed by the Law. Documentation for exercising warranty rights is typically included in the original product packaging. If the warranty provider requires registration or login to a specific website to exercise warranty rights, the consumer is obliged to follow the warranty provider’s instructions to claim those rights.

For devices where the manufacturer does not offer additional benefits (e.g., proper functioning beyond the 2-year period), the Seller is not obliged to issue a warranty certificate.

After the statutory conformity period (2 years) expires, the Buyer is responsible for sending the goods for repair and bears the costs of shipping, receiving, and repairing the goods.

Mutual Obligations

The Buyer cannot terminate the contract if the non-conformity of the goods is minor. The Buyer shall not abuse their rights regarding non-conformity; otherwise, they will be obliged to compensate the Seller for any damage caused thereby.

The Seller will determine whether the non-conformity claimed by the Buyer exists. If the Seller determines that the Buyer terminated the contract despite the absence of non-conformity or the presence of minor non-conformity, the Seller will seek compensation from the Buyer for damages due to unjustified termination of the contract. Damages include both actual damage and lost profits.

The Seller is liable for non-conformity of the goods with the contract that appears within two years from the date the risk passes to the Buyer.

The Seller undertakes to deliver the goods with complete documentation and accompanying packaging, as received from the manufacturer, importer, or distributor.

To exercise the right to conformity, when submitting the goods to the Seller for repair, the Buyer must provide the defective item along with the accompanying documentation, undamaged packaging, the original or a copy of the sales contract, and, if issued, the fiscal receipt confirming the purchase from the Seller. Additionally, a detailed description of the defect must be provided to facilitate the verification of the defect by the Seller’s authorized personnel or the manufacturer’s authorized service providers. The defect description, serial number, item name, manufacturer, model designation, etc., are recorded in a designated form (return slip). The Seller undertakes to provide and complete this form upon receipt of the goods for repair. The Buyer is obliged to present and submit the return slip to the Seller’s responsible person when collecting the repaired product. Otherwise, the Buyer will not be able to collect the goods. Replacement of parts before verifying documentation or the claimed defects is not possible unless otherwise specified.

Goods sent for repair via mail or parcel delivery must be properly packed in cardboard packaging. Any products delivered to the Seller that are not properly packed or have visible mechanical damage sustained during transport will not be accepted by the Seller and will be returned to the sender at their expense.

Disclaimer

The Seller assumes no responsibility for any damage to the product or packaging that occurs during transport to or from the Buyer’s address.

Conformity does not cover defects, damage, or malfunctions caused by improper or unprofessional handling of the product. Improper handling includes actions such as connecting the device to power sources not specified in the Technical Specification and/or User Manual, using the device in unintended conditions or spaces, or for unintended purposes.

The Buyer loses the right to conformity in cases of unauthorized repairs or repairs by third parties not authorized by the Seller or manufacturer.

Conformity applies exclusively to the proper functioning of the device, not its functionality, as it is assumed that the Buyer is aware of the technical characteristics of the product and knows the purpose for which they are purchasing it.

Conformity does not cover maintenance tasks such as cleaning, lubrication, tightening, replacement of attachments, etc.

The Buyer is expected not to expose the purchased product to harmful effects, and any irregularities caused by such treatment will be rectified solely at the Buyer’s expense.

The right to conformity cannot be exercised if damage or malfunction of the goods results from:

  • Transport after delivery,
  • Improper assembly, improper maintenance, faulty electrical installations, unstable voltage,
  • Power surges or lightning strikes,
  • Force majeure (floods, earthquakes, fires, etc.),
  • Improper use, failure to follow the user manual or usage recommendations,
  • Use of inappropriate consumables not purchased with the product,
  • Any mechanical damage to the product caused by the Buyer or a third party for which the Seller is not responsible,
  • Unauthorized repairs by a third party not authorized by the Seller, or
  • If the product is returned without a fiscal receipt or other proof of purchase from the Seller.

Unless otherwise specified in the Sales Contract, the Seller does not perform installation or assembly of the goods at the Buyer’s address and therefore bears no responsibility for non-conformity resulting from improper installation or assembly.

The Seller assumes no responsibility for data on computers, hard drives, or any other data storage devices.

Returns Procedure

It is recommended that the Buyer inform the Seller of any non-conformity as soon as it is noticed.

The Buyer may file a complaint to exercise their rights due to non-conformity of the goods with the contract, warranty rights, incorrectly calculated prices, or other defects in the following ways:

  • In person at the Seller’s address: Safvet-bega Bašagića 1A, Brčko, Brčko District BiH,
  • By phone at: +387 65 568-119,
  • In writing to the Seller’s address: Safvet-bega Bašagića 1A, Brčko, Brčko District BiH,
  • Electronically to the Seller’s email: info@rex-tex.com

The Buyer is obliged to provide the receipt, a copy of the receipt, the sales contract, or any other proof of purchase when filing a complaint. Although the Law does not require the consumer to retain packaging, nor is it a condition for resolving a complaint or a reason for refusing to address non-conformity, we recommend retaining the packaging to ensure safer transport of the goods to an authorized service center.

If addressing non-conformity is not possible, the Buyer has the right to request an appropriate price reduction, replacement of the device, termination of the contract, or a refund if:

  • The non-conformity cannot be resolved by repair or replacement at all or within a reasonable timeframe,
  • The Buyer cannot exercise the right to repair or replacement, or if the Seller has not performed the repair or replacement within a reasonable timeframe,
  • The repair or replacement cannot be carried out without significant inconvenience to the Buyer due to the nature of the goods and their purpose,
  • Addressing the non-conformity through repair or replacement imposes a disproportionate burden on the Seller.

A disproportionate burden for the Seller occurs if, compared to price reduction or contract termination, it creates excessive costs, considering:

  • The value the goods would have if they were compliant with the contract,
  • The significance of the non-conformity in the specific case,
  • Whether the non-conformity can be resolved without significant inconvenience to the Buyer.

The Buyer has the right to request replacement, an appropriate price reduction, or termination of the contract due to the same or another non-conformity that appears after the first repair, and further repairs are possible only with the Buyer’s explicit consent.

Considering the nature of the goods and the purpose for which the Buyer acquired them, repair or replacement of the goods must be carried out within a reasonable timeframe without significant inconvenience to the Buyer and with their consent.

After filing a complaint in one of the specified ways and providing proof of purchase, the Buyer will receive a written or electronic confirmation of receipt within eight (8) days. Following this, an assessment is made to determine whether the goods are compliant with the contract.

If the Seller, for objective reasons, is unable to fulfill the Buyer’s request within the agreed timeframe, they are obliged to inform the Buyer of the extension of the resolution period and specify the new timeframe, obtaining the Buyer’s consent, which the Buyer must provide as soon as possible.

The Seller undertakes to replace any product submitted for repair, whose complaint is not resolved within the agreed timeframe, with a new, identical, or equivalent item. If the Buyer does not accept the replacement with another equivalent item, the purchase price will be refunded. If the complaint is accepted, it will be resolved within 60 days from the date of filing. The Buyer is obliged to collect the repaired goods or enable their delivery no later than 30 days from the moment they are notified that the goods are repaired and ready for collection/delivery. After this period, the Seller assumes no responsibility for the goods. If the complaint is not accepted (e.g., cases of physical damage do not constitute non-conformity), the Buyer bears the costs of sending the goods for repair and the costs of diagnosing the defect.

Entry into Force

This document enters into force on January 31, 2025, and remains valid until updated return and warranty rules are issued, about which you will be promptly informed.