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DUAL SOFTWARE// Hardware & Software

// consumer-rights

Consumer rights, warranty & take-back

Most of what we supply goes to businesses, but consumers buy from us too — and a consumer's statutory rights are not something our terms can shorten. This page sets out what those rights are and how to use them.

Who this page is for

You are a consumer if you are buying outside your trade or business. If you are buying for a company — including a sole trader purchasing on their IČO — the rules in Terms & Conditions and in your quotation apply instead, and the rights below do not.

1. Withdrawal within 14 days (distance contracts)

Where a consumer contract is concluded at a distance — by email, telephone or through a quotation accepted remotely — you may withdraw from it within 14 days without giving a reason, under Section 1829 of Act No. 89/2012 Coll. (the Civil Code). The period runs from the day you, or someone you nominate, takes delivery of the goods; for a delivery split into several parts, from the last part.

To withdraw, tell us clearly before the 14 days are up — an email to info@dualsoftwaresro.com is enough. You then have 14 days to send the goods back, and we refund everything you paid, including the standard delivery cost, within 14 days of your notice (we may hold the refund until the goods reach us or you show they have been sent). You bear the cost of returning them, and you are liable for any loss of value caused by handling them beyond what was needed to establish their nature and characteristics.

When withdrawal does not apply

Section 1837 of the Civil Code lists the exceptions. The ones that matter here:

  • Sealed software supplied on physical media, once the seal is broken.
  • Digitally delivered software and licence keys, once supply has begun with your prior express agreement and your acknowledgement that the right to withdraw is lost. We ask for that acknowledgement explicitly before delivering a key — you will never lose the right by accident.
  • Goods made to your specification or clearly personalised — for example a workstation built to a configuration you specified rather than a stock build.

2. If something is wrong with what we supplied

Goods must be as described, fit for their purpose and of the usual quality when you receive them (Sections 2161 and following of the Civil Code). If a defect appears within two years of delivery, you can complain to us; where a defect shows up in the first year it is taken to have existed on delivery unless the nature of the goods or of the defect says otherwise.

Depending on the defect, you can ask for:

  • repair, or replacement where repair is disproportionate;
  • a reasonable discount on the price; or
  • to withdraw from the contract, where the defect is material, repair or replacement was refused or failed, or the defect keeps recurring.

These rights sit alongside — and do not replace — any manufacturer's commercial warranty supplied with the product.

3. How to complain

  1. Email support@dualsoftwaresro.com with your invoice or quotation reference, the serial number if there is one, and a description of the problem. Photographs help.
  2. We confirm receipt, tell you how to return the item if it needs to come back, and settle the complaint — including any repair — within 30 days of the date you made it, unless we agree a longer period with you in writing (Section 19(3) of Act No. 634/1992 Coll. on consumer protection).
  3. We give you written confirmation of when you made the complaint, what it concerned, what remedy you asked for, and how and when it was settled.

4. If we cannot agree — out-of-court dispute resolution

A consumer who is not satisfied with how we handled a complaint has the right to take the dispute to the competent out-of-court dispute resolution body:

Česká obchodní inspekce (Czech Trade Inspection Authority)
Štěpánská 796/44, 110 00 Praha 1
https://www.coi.cz/informace-o-adr/

Using this route is free of charge and does not stop you going to court. Please write to us first, though — most complaints are resolved directly and far more quickly.

5. Electrical equipment take-back (WEEE)

Computers, peripherals and networking equipment are electrical equipment, and waste electrical equipment must not go into ordinary household waste. Under Act No. 542/2020 Coll. on end-of-life products, a consumer buying new equipment from us may hand over old equipment of the same type and function, one for one, without charge.

For business customers, take-back of replaced equipment is arranged as part of a rollout and documented — the disposal record stays with you, because you need it for your own waste reporting. Ask us when you accept the quotation and it will be included in the delivery schedule.

Contact support@dualsoftwaresro.com to arrange either. Wipe or remove your storage media first; where we handle disposal of drives under a rollout, the method is agreed in writing beforehand.

6. Information before you buy

Every quotation we issue to a consumer states the total price including VAT, the delivery cost, the payment and delivery arrangements, the duration of the contract, the details of the goods, and how to exercise the withdrawal right — the information Section 1811 and Section 1820 of the Civil Code require. If anything in a quotation is unclear, ask before you accept it.

This page is dated 17 August 2026.