SKROPLITHUFRENDECZ
EURCZK
Order Virtual Cockpit 0

Complaints Policy and Extended Warranty

Version EN 2026-09-23-v3 · effective from 23.9.2026

1. Operator

Business name:Nizum s. r. o.Location:Baka 40, 930 04 Baka, Slovak RepublicID No:57420092TIN:2222730698VAT number:SK21222730698 (VAT payer from 26.7.2026)Registered in the Commercial Register:District Court of Trnava, Section Sro, Insert No 61925/TEmail: <a href="mailto:info@virtualcockpit.eu
Website: https://virtualcockpit.eu(hereinafter referred to as “the European Union’)Seller(n = 6)

2. General provisions

  1. This complaint procedure was drawn up in accordance with Slovak legislation, in particular:
    • Law No 40/1964 Civic Code,
    • Law 108/224 Coll. on consumer protection and on the amendment of certain laws,
    • Act No 391/2015 Coll. on Alternative Dispute Resolution for Consumer Disputes.
  2. This advertising policy regulates the terms and conditions of the consumer’s right to liability for defects purchased through the seller’s e-shop.
  3. The Complaints Rules apply exclusively to consumers, to natural persons who do not act in the course of their business or profession when concluding and performing a contract.
  4. These complaints rules do not provide for the consumer to withdraw from the contract without giving a reason within a legal period of 14 days. This right is governed by the separate provisions of the seller’s commercial terms.
  5. If the buyer is a businessman or a legal person, the rights under liability for defects shall be governed by the relevant provisions of the Commercial Code, unless otherwise agreed between the parties.
  6. The provisions of these Rules of Claim are not intended to exclude or restrict the legal rights of the consumer. Should any provision conflict with a mandatory provision of consumer protection law, the relevant provision of the law shall apply.

3. Liability for defects

  1. The seller is responsible for the fact that the goods have the characteristics agreed upon in the purchase contract upon delivery, correspond to the description given for the goods and are suitable for the purpose for which the goods of the same type are normally used.
  2. The seller shall be liable for the defect which the goods have at the time of delivery and which occurs within two years of the delivery of the goods to the consumer, unless the legislation provides otherwise.
  3. The seller is not responsible in particular for defects caused by:
    • non-professional or incorrect use of the goods,
    • use contrary to instructions for use, installation instructions or use,
    • normal wear,
    • mechanical damage after taking over the goods,
    • incorrect or non-professional installation, disassembly or reassembly of goods, unless the installation has been carried out by the seller or the person in charge of the seller,
    • incorrect connection, damage to connectors, cabling, printed circuit, display or other internal parts,
    • interference with the inner parts of goods outside the scope of the instructions,
    • intervention by a third party or non-professional treatment,
    • use of inappropriate accessories, power, cables, reductions or devices,
    • moisture, excessive heat, pollution, oxidation, short-circuit or other external influence not due to defects in the goods,
    • software or hardware changes made by the consumer or by a third party without instructions from the seller,
    • the removal, damage or unauthorised handling of the identification or serial identification of the goods, if this makes it impossible or substantially difficult to identify the goods or to assess the defect.
  4. The opening or dismantle of goods alone may not automatically imply refusal of a claim. However, the seller shall be entitled to refuse liability for the defect if he finds that the defect is due to improper installation, intervention, damage, mishandling or if such intervention prevents a reliable assessment of the cause of the defect.
  5. Where the installation of the goods has been carried out by the seller or the person in charge of the seller, the seller shall also be liable for the defect caused by incorrect installation or installation if such installation or installation was part of the purchase contract or was carried out under the responsibility of the seller.

4. Time of liability for defects

  1. The seller shall be liable for defects in goods occurring within two years of the delivery of the goods to the consumer, unless the legislation provides otherwise.
  2. The period of liability for defects begins to run on the day of delivery of the goods to the consumer.
  3. The consumer shall be obliged to detect a defect without undue delay after its finding, no later than two months after its detection.
  4. The rights of liability for defects must be exercised by the consumer at the time of liability for defects.

5. Application of the complaint

  1. The consumer may apply the complaint in writing, by post, in person after prior agreement or by e-mail at:Nizum s. r. o.Baka 40, 930 04 Baka
    Email:<a href="mailto:info@virtualcockpit.eu
  2. The consumer may use the seller’s claim form available at the following address:Apply a complaint by email
  3. The use of the claim form is not mandatory. The claim can also be applied in another clear way, from which it will be clear who applies the complaint, what goods they advertise and what fault they complain about.
  4. In particular, the complaint should include:
    • the name and surname of the consumer,
    • contact details,
    • the order number or purchase document,
    • the indication of the goods claimed,
    • description of the claimed defect,
    • information on how the defect is manifested,
    • the required means of handling the complaint, if the consumer states it.
  5. A copy of the purchase document is recommended to the consumer. Failure to present a purchase document may not automatically prevent the claim from being made if the purchase of goods from the seller can be demonstrated in another way.
  6. The consumer shall be obliged to provide the seller with the appropriate synergies necessary to assess the complaint, in particular a true description of the defect, photo or video manifestation of defects, information on the installation, the manner of use and the state of the goods, if necessary to assess the defect. This is without prejudice to the consumer’s right to make a complaint.
  7. If necessary to assess the defect, the seller may ask the consumer to send the goods for diagnosis, to deliver the goods to the service site or to supplement the information to the claim.

6. The conduct of the complaint procedure

  1. The seller shall immediately confirm the defect to the consumer in writing or electronically. The certificate shall indicate, in particular, the date of the defect, the indication of the goods claimed, the description of the defect and a reasonable period for handling the claim.
  2. The Seller arranges a complaint within a reasonable time, as a rule no later than 30 days from the date of the defect. If the nature of the defect, the technical diagnosis, the delivery of the spare part, the manufacturer’s synergy or other objective reason requires a longer period of time, the seller shall inform the consumer thereof.
  3. Where the seller is liable for a defect, the consumer shall have, according to the nature of the defect and in accordance with the law, the right in particular to:
    • removal of defects by repair,
    • removal of defects by replacing goods or parts thereof,
    • a reasonable discount on the purchase price,
    • withdrawal from the purchase agreement if the legal conditions are met.
  4. The consumer will be informed by e-mail or in writing about how the complaint is handled.
  5. The Seller shall give the consumer proof of the handling of the complaint, in particular if the complaint is rejected or if the nature of the complaint equipment so requires.

7. Product specifications Virtual Cockpit and Accessories

  1. For Virtual Cockpit products and related accessories, inspection of the installation, wiring, adjustment, compatibility of the vehicle, software, cabling or method of use may be necessary to assess the defect.
  2. In the case of a claim to Virtual Cockpit, the seller may, according to the nature of the defect, offer the consumer in particular:
    • personal equipment of the complaint or repair in the service place of the seller,
    • sending of the goods claimed to the seller for diagnosis or repair,
    • the dispatch of the spare part together with the instructions for exchange, if the consumer so agrees and if such a procedure is appropriate due to the nature of the defect,
    • remote technical assistance, if the defect or adjustment is solvable in this way.
  3. If the consumer performs the installation of the goods himself, he is obliged to follow the accompanying instructions and recommendations of the seller. Seller is not responsible for defects or damage caused by incorrect installation, incorrect involvement, damage during handling or intervention outside the scope of the instructions.
  4. If the assessment of the complaint reveals that the defect was caused by incorrect installation, incorrect involvement, interference with internal parts, damage to the handling or other action of the consumer or third party, the seller may refuse liability for the defect.
  5. In the event of an unjustified complaint, the consumer may be informed of the possibility of extra-guarantee repair or paid service. Such service will be performed only after prior consumer consent.

8. Installation, dismantling, servicing and exit service

  1. Where the installation of the goods has been carried out by the seller or the person in charge of the seller, the seller shall also be liable for the defect caused by incorrect installation or installation if such installation or installation was part of the purchase contract or was carried out under the responsibility of the seller.
  2. If the removal of the legally claimed defect requires the disassembly of the claimed goods from the vehicle and its reassembly, the seller shall ensure this act in accordance with the legislation free of charge in the event of a defect for which the seller is responsible and where the goods have been installed in accordance with the nature, purpose and instructions of the seller.
  3. The seller and the consumer may agree that the disassembly of the claimed goods, the delivery of the goods to the seller or the reassembly of the repaired or replacement item shall be ensured by the consumer or by his chosen professional. In the case of justified claims, such action shall be carried out at the expense and risk of the seller to the extent of reasonably incurred, reasonable and duly demonstrated costs.
  4. The seller’s service place for the diagnosis, repair and execution of the claim is the address of the seller, unless otherwise agreed with the consumer:Nizum s. r. o.Baka 40, 930 04 Baka
  5. If the installation has been carried out in the form of an exit of the seller to the consumer or to another agreed place, this does not automatically mean the consumer’s entitlement to free exit service for each additional service requirement. The claim can be handled in person in particular in the service place of the seller, sending goods to the seller, agreed professional dismantling or otherwise agreed between the seller and the consumer.
  6. An exit service, reassembly, disassembly, diagnostics, replacement of a part or other service operation may be charged only if it is not a valid claim of fault for which the seller is responsible or if it is a service in excess of the legal obligations of the seller. The price of such an act will be notified in advance to the consumer and the service will be performed only after his consent.
  7. If the claim proves to be unjustified, in particular due to incorrect installation by the consumer or a third party, unprofessional intervention, mechanical damage, incorrect involvement, use of inappropriate accessories or other reason for which the seller is not responsible, the seller may offer paid service to the consumer. Such service may include, in particular, diagnostics, disassembly, installation, replacement, repair, return or exit service.
  8. The price for a service act outside the authorized claim, in particular disassembly, installation or replacement of the part, can be charged according to the current price list of the seller, for example at the amount of 70 €. The price shall be applied only in the event of an unjustified claim, non-guarantee service or service beyond the legal obligations of the seller, always after prior consent of the consumer.
  9. The price for the separately ordered and properly provided installation, exit, transport or other service service service is not part of the purchase price of the goods and is not refunded as standard if the service has been properly provided and the claim relates solely to the fault of the goods. This shall be without prejudice to the consumer’s rights where the defect was caused by an incorrect provision of the installation service or by any other breach of the seller’s obligations.
  10. Nizum is responsible for the installation carried out and invoiced Nizum in Baka. In particular, the AlarmShop Košice, CarSecurity Prague, Usti nad Labem and Ostrava and Aston Eurotrading České Budějovice ▣ provide and invoice installation on their own behalf. Their installation, term, price and possible damage to the vehicle is the responsibility of a particular partner; the claim of the installation applies to him.
  11. Nizum also remains responsible for the product he sold during the partner installation. If it is not clear without professional judgement whether it is a defect of the product or installation, the customer may contact Nizum and the partner; they shall provide appropriate synergies without transferring the legal burden of proof to the consumer.

9. Rejection of a complaint

In particular, the seller may refuse liability for the defect if:

  • the purchase of goods from the seller or the legal relationship under which the seller is responsible for the defect has not been demonstrated,
  • the defect is caused by the act or omission of the consumer or third party;
  • defects created by normal wear,
  • defects caused by incorrect installation, incorrect involvement, non-professional intervention or use contrary to instructions,
  • defects are caused by the use of inappropriate accessories, cables, reductions, power supply or other devices,
  • the defect is caused by mechanical damage, moisture, excessive heat, short circuit, oxidation or other external influence,
  • the period of liability for defects has expired,
  • the defect was detected late,
  • the condition of the goods does not allow for a reliable assessment of the claim due to damage, interference, removal of identification data or other change of goods.

If the seller refuses liability for the defect, he shall inform the consumer in writing or electronically of the reasons for the refusal.

10. Costs and transport

  1. The consumer is obliged to pack the claimed goods and ensure that they are not damaged during transport.
  2. The seller is not responsible for the damage caused by insufficient packing of goods during transport from the consumer to the seller.
  3. In the case of a valid claim, the seller shall bear the costs of repair, replacement, return of goods to the consumer and the consumer’s cost of delivering the claimed goods to the seller, if they were necessary to show and assess the defect for which the seller is responsible.
  4. If the consumer sends the claimed goods to the seller at his own expense and the claim is recognised as eligible, the seller shall reimburse him for the transport costs. The consumer shall provide appropriate evidence of these costs, in particular proof of the lodging of the consignment, the invoice, the attestation from the carrier, the proof of payment or any other demonstrable document.
  5. The seller is only entitled to reimburse reasonable, reasonable and proven transport costs. The seller shall not be obliged to reimburse disproportionate or above standard costs, in particular express delivery, overstandard courier services, inadequate parcel insurance or other additional services, unless the seller has agreed on them with the consumer in advance.
  6. The Seller may offer the consumer its own way of delivering the claimed goods, such as sending a ticket, ordering a courier or other form of transport. If the consumer chooses a more expensive or disproportionate way of transport without prior agreement, the seller may reimburse the costs only up to a reasonable cost of normal transport.
  7. If the claim proves unjustified, the costs of delivering the goods to the seller and returning the goods to the consumer shall be borne by the consumer unless the seller agrees otherwise with the consumer.
  8. If the complaint proves to be unjustified, the seller may offer the consumer a non-guarantee repair or paid service. Such service shall be performed only after prior agreement of the consumer with the price or anticipated cost.
  9. If the consumer sends the goods for claim in a manifestly inappropriate way, without sufficient packaging or with the missing parts necessary to assess the claim, the seller may ask him to supplement or cooperate.

11. Goods purchased with the original seller or other entity

  1. If the goods were originally purchased with another seller or with a legally distinct entity, the seller may arrange the claim or service case on a voluntary basis as a downstream service or business entity of the brand Virtual Cockpit.
  2. Such equipment shall not entail the automatic assumption of all rights and obligations of the original seller, unless the legislation or specific agreement provides otherwise.
  3. In such a case, the Seller may indicate in the statement of the equipment of the complaint or in the annex thereto that the complaint is handled as a downstream service or business entity.

12. Conditions for a paid extended consumer guarantee

  1. Guarantee:Nizum s. r. o., Baka 40, 930 04 Baka, Slovak Republic, PIN 57420092, VAT number SK2122730698, e-mail<a href="mailto:info@virtualcockpit.eu.
  2. An extended guarantee is a voluntary paid consumer guarantee granted in excess of the legal rights of liability for defects. The legal rights of the consumer vis-à-vis the seller, including the right to free legal remedies, are not limited or replaced by an extended guarantee.
  3. An extended guarantee shall be granted only if it has been duly selected and paid for a particular product. Variant –+ 1 year— extends the coverage to a total of 36 months and variant –+ 2 years— to a total of 48 months after delivery of the product. The extended period starts after the end of the first 24 months after delivery.
  4. The warranty applies only to a specific product purchased from Nizum s. r. o. and marked in the order or guarantee letter. It shall not apply to the installation, coding, diagnostics, exit, transport, vehicle, other devices or products of third parties.
  5. The guarantee is valid in all countries. The place of assessment and execution of warranty repair is the service of the guarantor in Slovakia, unless the guarantor determines in writing another place or other way of equipment.
  6. The warranty shall cover an internal production, material or functional failure of the product which occurs during the extended period in normal use in accordance with the purpose, instructions and technical conditions of the product.
  7. The guarantee shall not cover in particular:
    • mechanical or cosmetic damage, scratching, cracking, deformation or damage in the event of an accident, transport, installation or dismantling,
    • normal wear, natural ageing of materials and components, change in the appearance or characteristics of plastics, seals, surfaces and displays, including fading, yellowing, cremation or deformation by sun and UV radiation,
    • oxidation, corrosion, humidity, liquid, condensation, dust, impurities, fire, frost, overheating, lightning, flood, elemental event or other external influence,
    • incorrect power, short-circuit, overvoltage, cabling or vehicle error, inappropriate accessories or incompatible equipment,
    • non-professional installation, incorrect engagement, unauthorised intervention, opening or repair by a third party, modification of hardware or software without written instruction by the guarantor;
    • use contrary to instructions or intended purpose, maintenance neglected, serial number removed or illegible,
    • consumables and parts, the life of which is naturally shorter as a result of use, if not a production defect.
  8. If the guarantor accepts the covered failure, the product shall, as the case may be, repair or replace the product free of charge for the same or functionally comparable product. Where neither repair nor replacement is reasonably possible, the guarantor shall refund the price paid for the covered product; this shall not give rise to a refund of the price of the installation, transport or other duly provided service.
  9. In the extended period, the customer shall bear the cost of the safe packaging and transport of the product to and from the service, the insurance of the consignment, customs, import and customs duties, dismantling and reassembly, diagnosis or work of a third party, the journey and exit technique, unless the guarantor agrees otherwise in writing with the customer. The guarantee bears the parts and the work done by the guarantor in a recognised repair. This allocation of costs shall not apply to the extent that mandatory legislation grants the customer free performance or reimbursement of necessary costs.
  10. The customer shall apply the guarantee without undue delay after the failure has been detected.<a href="mailto:info@virtualcockpit.eu. It shall indicate the order number or other proof of purchase, the product designation, the description of the failure and the appropriate supporting documents necessary for the remote assessment. The product will only be sent as instructed by the guarantor; unsolicited consignments on delivery may not be taken over by the guarantor.
  11. The customer will allow adequate diagnostics. If the failure appears not to be covered, the guarantor may offer a paid correction only after prior notification of the price or estimate and after the consent of the customer.
  12. The time from the proper application of the recognised failure to make available the repaired or replacement product to the customer shall not be counted until the extended guarantee period. Repair or replacement does not start a new independent 3- or 4-year period.
  13. Where the conditions in advertising available before the conclusion of the contract are more favourable to the customer than those conditions, more favourable conditions shall apply. A warranty letter with a label of the covered product and the selected length shall be given to the customer on a durable medium.

13. Alternative dispute resolution

  1. The consumer has the right to contact the seller for redress if he is not satisfied with the way the claim is handled or considers that the seller has infringed his rights.
  2. If the seller rejects the consumer’s request or does not reply to it within the legal time limit, the consumer has the right to apply for an alternative solution to the consumer’s dispute under Act No 391/2015 Coll.
  3. The ADR entity shall in particular:

Slovak Trade InspectionBajkalská 21/A, 827 99 Bratislavawww.soi.sk

14. Final provisions

  1. This complaint policy shall enter into force and effect on the date of its publication on the e-shop website.
  2. The Seller reserves the right to change these complaints rules. The current version is always available on the seller’s website.
  3. The consumer’s rights under the generally binding legislation are not affected by these complaints rules.
  4. Translations serve customers in their language. In the case of the interpretation difference, the Slovak version is decisive only to the extent that the mandatory consumer rights are not affected.

In Bake, 23. 9. 2026
Nizum s. r. o.
<a href="mailto:info@virtualcockpit.eu