Complaints policy

Basic provisions

The Complaints Procedure is an integral part of the Terms and Conditions of the Seller Josef Hasman, ID No.: 08780099, Tax ID No.: CZ 0008190666, with registered office at Valdecká 90/4 Hořovice 26801, identification number: 08780099, registered with the Municipal Trade Licensing Office in Hořovice No. ZIV/1491/2019/s/4 on 1 November 2023 (hereinafter referred to as "Josef Hasman" or "Seller"), and describes the procedure for handling complaints about goods purchased from Josef Hasman.

The Buyer is obliged to familiarize himself with the Complaints Procedure and Terms and Conditions (hereinafter referred to as "Terms and Conditions") before ordering the goods. At the same time, the Buyer acknowledges that he/she is obliged to provide the Seller with the necessary cooperation necessary for the settlement of the complaint, otherwise the time limits are adequately extended by the time in which the Buyer did not provide the required cooperation.

By concluding the purchase contract and accepting the goods from the seller, the buyer agrees to this Complaints Procedure.

The definitions of terms contained in this Complaints Procedure take precedence over the definitions in the Terms and Conditions. If this Complaints Procedure does not define a term, it shall be understood in the sense in which it is defined in the Terms and Conditions. If it is not defined therein, it shall be construed in the sense in which it is used by law.

Quality guarantee

As proof of warranty, the Seller shall issue a proof of purchase for each Goods purchased with the statutory details required for the application of the warranty.

Time limit for exercising rights arising from defective performance

The time limit for exercising rights under defective performance begins on the date of receipt of the goods by the buyer.

For new and unpacked goods the period is 24 months, for used goods 12 months.

The rights of liability for defects in the goods for which the guarantee of quality applies shall lapse if they have not been exercised within the specified period.

In the event of a claim being settled by way of a replacement of the goods, no new time limit shall apply; the time limit starting from the date of receipt of the goods by the purchaser shall be decisive.

Quality on receipt

The seller is liable to the buyer that the goods are free from defects on receipt.

If a defect becomes apparent within six months of acceptance, the goods shall be deemed to have been defective when the buyer took them over, unless the seller proves otherwise.

Warranty conditions

Inspection of the goods upon receipt The buyer is obliged to check the condition of the consignment (number of packages, damage to the box) with the carrier immediately upon delivery. The buyer is entitled to refuse to accept a consignment that does not conform to the purchase contract, for example because the consignment is incomplete or damaged. If the Buyer accepts such a damaged shipment from the carrier, it is necessary to describe the damage in the carrier's handover report.

The incomplete or damaged consignment must be notified immediately by e-mail to, a damage report must be drawn up with the carrier and sent to the seller by e-mail without undue delay. The additional complaint of incompleteness or external damage to the shipment does not deprive the buyer of the right to claim the item, but gives the seller the opportunity to prove that there is no breach of the purchase contract.

Exercise of the claim

Before starting the claim process, please contact our support team at, who will be happy to provide free advice on setting up your printer and solving common 3D printing problems.

If support is unable to fix the problem, the buyer can send the claim to the seller's address.

Josef Hasman Valdecká 90/4 Hořovice 26801 The shipment must contain the claimed goods including complete accessories.

We also recommend enclosing a copy of the proof of purchase and a detailed description of the defect.

Josef Hasman also recommends that you select your preferred method of complaint handling (repair, replacement, credit note). The buyer is aware that if he/she fails to deliver the claimed goods including all accessories received, then in the event of the buyer's withdrawal from the contract, the purchase price will be refunded to the buyer less the price of the undelivered accessories.


The warranty does not apply to mechanical damage to the goods through improper installation, handling, operation or neglect of the goods and damage from the elements or acts of God.

These limitations do not apply if the features of the goods which are contrary to the above conditions have been expressly agreed, exchanged or declared by the buyer and the seller, or can be expected in view of the advertising made or the normal use of the goods.

Defect testing

Goods submitted for complaint will be tested for the defect specified by the Buyer. We recommend that the defect is stated in writing.

Complaint handling

Buyer consumer

In accordance with the provisions of Section 2, paragraph 1, letter a) of Act No. 634/1992 Coll., on Consumer Protection, as amended, a consumer is a natural person who does not act within the scope of his business activity or within the scope of his independent exercise of his profession.

If the buyer is a consumer, the seller shall decide on the complaint immediately, in complex cases within 14 working days. This time limit shall not include the time appropriate to the type of product or service required for a professional assessment of the defect.

The Seller shall settle the complaint, including the removal of the defect, without undue delay, at the latest within 30 days from the day following the day on which the complaint was lodged. The period of 30 days may be extended after the claim has been made by agreement with the consumer - such extension shall not be for an indefinite or unreasonably long period. After the expiry of the time limit or the extended time limit, the defect shall be deemed to have actually existed and the consumer shall have the same rights as if it were a defect that could not be remedied.


If the buyer is an entrepreneur, the seller undertakes to decide on the complaint within 60 days from the date of the complaint. The business buyer will be informed of this decision by contact email.

Common provisions

This Complaint Procedure is valid from 1 October 2023.