Complaints procedure

This complaints procedure describes how to exercise your rights arising from defects (make a claim) for goods purchased in the online store outeq.eu. It is an integral part of the terms and conditions of Ingredi Europa s.r.o. and is effective from 2 September 2026.

1. Introductory provisions

1.1 Who the seller is. The seller is us, the company Ingredi Europa s.r.o., with its registered office at Krajánkova 3176/2, Záběhlice, 141 00 Praha 4, Czech Republic, ID number 28544668, recorded in the Commercial Register kept by the Municipal Court in Prague, section C, insert 149265, VAT number CZ28544668. You can contact us by e-mail at customercare@outeq.eu or by phone at +420 608 663 085.

1.2 What this complaints procedure covers. This complaints procedure governs the manner and conditions for exercising rights arising from defects in goods purchased in our online store, both for consumers and for entrepreneurs. Rights and obligations not regulated here are governed by our terms and conditions and by the laws of the Czech Republic, in particular Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection.

1.3 The difference between a claim and withdrawal from the contract. A claim means exercising a right arising from a defect in the goods. Returning goods without giving a reason within 14 days of receipt is withdrawal from the contract under article 6 of the terms and conditions and is not governed by this complaints procedure.

2. Claim period

2.1 Period for reporting a defect. You can claim a defect that appears on the goods within 2 years of receiving them; for used goods within 1 year of receipt.

2.2 Presumption of a defect on receipt. If a defect appears within one year of receipt of the goods, the goods are presumed to have been defective already on receipt, unless the nature of the goods or of the defect excludes this.

2.3 When to report a defect. Inspect the goods as soon as possible after receipt and verify their properties and quantity. Report a defect to us as soon as possible after you are able to detect it, and always within the claim period under article 2.1.

2.4 Extension of the period. If your claim is accepted, the period for reporting defects and the period of the presumption of a defect on receipt are extended by the period during which you could not use the goods.

3. What we are liable for

3.1 Quality on receipt. We are liable to you for the goods being free from defects on receipt. In particular, we are liable for the goods

• 3.1.1 corresponding to the agreed description, type and quantity, as well as quality, functionality and other agreed properties,
• 3.1.2 being suitable for the purpose you require, if we agreed to it,
• 3.1.3 being delivered with the agreed accessories and instructions for use, including assembly or installation instructions.

3.2 Further requirements. In addition to the agreed properties, we are liable for the goods

• 3.2.1 being suitable for the purpose for which goods of that type are usually used,
• 3.2.2 corresponding, in quantity, quality and other properties, including durability, functionality, compatibility and safety, to the usual properties of goods of the same type that you can reasonably expect, having regard to public statements made by us or by the manufacturer, in particular in advertising or labelling,
• 3.2.3 being delivered with the accessories, including packaging and instructions for use, that you can reasonably expect,
• 3.2.4 corresponding in quality or workmanship to the sample or model we provided to you before the contract was concluded.

This does not apply if we informed you before the contract was concluded that a property of the goods differs and you agreed to it.

4. What liability for defects does not cover

4.1 Excluded cases. We are not liable to you

• 4.1.1 for wear and tear of the goods corresponding to the extent of their previous use,
• 4.1.2 in the case of used goods, for a defect corresponding to the extent of use or wear that the goods had on receipt,
• 4.1.3 in the case of consumable goods with a marked minimum durability date and perishable goods with a marked use-by date, for the goods being unusable after that date,
• 4.1.4 if you caused the defect yourself, in particular by mechanical damage, use of the goods contrary to the instructions for use or their intended purpose, unqualified intervention, modification or repair, damage during transport arranged by you, or use of unsuitable power supply or incompatible accessories.

4.2 Rechargeable batteries and cells. The gradual decrease in the capacity of a rechargeable battery through normal use, charging and ageing is a natural property of rechargeable batteries, not a defect in the goods. Our liability for defects fully covers manufacturing defects of the battery (for example a battery that does not charge, leaks or overheats). The runtime stated for a product is a value measured by the manufacturer in the stated lighting mode and at the stated temperature; not reaching it under different conditions of use is not in itself a defect.

4.3 IP rating and durability. IP rating figures express the resistance of the goods when tested according to the relevant technical standard in new and undamaged condition, with the closures properly tightened and the seals undamaged. Ingress of water or dust caused by damaged seals, mechanical damage, the product not being properly closed, use at a depth beyond the stated range, or immersion in a liquid other than water is not a defect in the goods.

5. Your rights arising from defects

5.1 Removal of the defect. If the goods have a defect, you have the right to have it removed free of charge, either by delivery of new goods without the defect or by repair of the goods, at your choice. You do not have the right to choose the method if the method you choose is impossible or disproportionately expensive compared to the other method.

5.2 Discount or withdrawal from the contract. You may request a reasonable discount on the price or withdraw from the contract if

• 5.2.1 we refuse to remove the defect or fail to remove it,
• 5.2.2 the defect reoccurs,
• 5.2.3 the defect is a material breach of the contract, or
• 5.2.4 it is clear from our statement or from the circumstances that the defect will not be removed within a reasonable time or without significant inconvenience to you.

You do not have the right to withdraw from the contract if the defect is insignificant.

5.3 Choosing how the claim is handled. State how you want the claim to be handled when you make it. It cannot be changed afterwards without our consent.

6. How to make a claim

6.1 Where to make a claim. You can make a claim

• 6.1.1 by sending the goods to the address of our registered office: Ingredi Europa s.r.o., Krajánkova 3176/2, 141 00 Praha 4, Czech Republic,
• 6.1.2 by e-mail at customercare@outeq.eu – this reports the defect to us and we will agree with you on sending the goods,
• 6.1.3 with another person designated for repairs, if such a person is stated in the warranty certificate or another document, on the packaging of the goods or in our online store.

Please do not send the goods cash on delivery – we cannot accept such a parcel.

6.2 Requirements for a claim. When making a claim you need to

• 6.2.1 prove that the goods were purchased from us (an invoice, order number or confirmation e-mail is sufficient),
• 6.2.2 state the defect you are claiming, and
• 6.2.3 state how you want the claim to be handled.

6.3 Condition of the goods. The goods must be handed over to us in a condition that allows the legitimacy of the claim to be assessed; in particular, the goods cannot be handed over excessively dirty. We recommend packing the goods so that they are not damaged in transport, and sending them complete with any accessories needed to assess the defect.

6.4 Confirmation of the claim. When you exercise your rights arising from defects, we will issue you written confirmation of when you exercised the right, what the claim concerns and how you want it handled; and further confirmation of the date and manner in which the claim was handled, including confirmation of any repair and its duration, or a written justification for rejecting the claim.

7. Handling of the claim

7.1 Time limit. We will handle your claim within a reasonable time, no later than 30 days from the day it was made. We will notify you of the outcome within this period, usually by e-mail. A longer period may be agreed with you.

7.2 Failure to meet the time limit. If the claim is not handled in time, you have the right to withdraw from the contract or request a reasonable discount on the price.

7.3 Return of the goods. After the claim has been handled, we will return the goods to you in the same way they were handed over to us, unless agreed otherwise.

7.4 Reimbursement of costs. In the case of a legitimate claim, you are entitled to reimbursement of the necessary costs reasonably incurred in exercising your rights arising from defects – typically the postage for sending the goods for the claim. Ask us for the reimbursement and provide proof of payment; we will pay it to your bank account.

7.5 Rejected claims. If we reject a claim, we will explain the reason in writing. In that case we do not cover the cost of your transport of the goods to us; we will return the goods to you at our expense unless agreed otherwise.

8. Quality warranty beyond the law

8.1 Extended warranty. Beyond your statutory rights, a quality warranty may be provided to you. It arises from a statement by the warranty provider, which may also be made in advertising, or by stating a warranty period or a period of usability on the packaging of the goods. Rights arising from such a warranty and the conditions for exercising them are governed by the statement of the warranty provider. If the warranty provider guarantees that the goods will retain their functions and performance for a certain period in normal use, you have the right against the warranty provider to at least delivery of new goods without defects or their repair.

8.2 Relationship to statutory rights. A quality warranty does not limit in any way your statutory rights arising from defects described in this complaints procedure.

9. Claims if you are not a consumer

9.1 Entrepreneurs. If you are an entrepreneur and purchased the goods within the scope of your business activity, the rules of this complaints procedure apply, except that the provisions of law intended exclusively for consumers do not apply to you – in particular the presumption of a defect on receipt under article 2.2 and the 30-day period under article 7.1; we will handle your claim without undue delay.

9.2 Inspection of the goods. As an entrepreneur you are obliged to inspect the goods as soon as possible after receipt and to report obvious defects and defects in quantity to us without undue delay.

10. Out-of-court resolution of consumer disputes (ADR)

10.1 Right to out-of-court dispute resolution. If you are a consumer and you disagree with the way your claim was handled, please contact us first at customercare@outeq.eu. If the dispute cannot be resolved directly, you have the right to out-of-court resolution of the consumer dispute under Section 20d et seq. of Act No. 634/1992 Coll., on Consumer Protection. As we are a seller established in the Czech Republic, the competent body for the out-of-court resolution of disputes arising from purchase contracts is

• the Czech Trade Inspection Authority (Česká obchodní inspekce), Central Inspectorate – ADR Department
  Gorazdova 1969/24, 120 00 Praha 2, Czech Republic
  web: coi.gov.cz/informace-o-adr, coi.gov.cz

10.2 Filing a proposal. The proposal is filed by the consumer using the form at coi.gov.cz/informace-o-adr, by post, in person or to the electronic data box of the Czech Trade Inspection Authority, no later than 1 year from the day you first asserted your claim with us. The proceedings are free of charge for the consumer and aim at an amicable settlement; this does not affect your right to bring the matter before a court.

10.3 Cross-border disputes. If you are a consumer from another European Union member state, you may also contact the European Consumer Centre of the Czech Republic (www.evropskyspotrebitel.cz).

11. Final provisions

11.1 Effective date. This complaints procedure is effective from 2 September 2026 and is available on this page. A claim is governed by the complaints procedure in force on the day the contract was concluded.

11.2 Take-back. Flashlights, headlamps and batteries are electrical equipment and batteries within the meaning of Act No. 542/2020 Coll., on end-of-life products – they do not belong in municipal waste. Take-back options are described in article 10.1 of the terms and conditions.