Complaints Procedure

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  1. General Provisions

The Complaints Procedure is an integral part of the General Terms and Conditions of the seller Lisrec s.r.o., Company ID No. 19864566, with its registered office at Varšavská 715/36, 120 00 Prague 2, registered in the Commercial Register maintained by the Municipal Court in Prague, file no. C 149251 (hereinafter referred to as the “Seller” or “Lisrec”), and describes the procedure for handling complaints regarding goods purchased from Lisrec.

The Buyer is obliged to familiarize themselves with the Complaints Procedure and the General Terms and Conditions (hereinafter referred to as the “GTC”) before ordering goods. The Buyer also acknowledges that they are obliged to provide Lisrec with the necessary cooperation required to process the complaint; otherwise, the time limits are proportionally extended by the period during which the Buyer failed to provide the required cooperation.

By entering into the purchase agreement 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 GTC. If a term is not defined in this Complaints Procedure, it is understood in the sense in which it is defined in the GTC. If it is not defined there either, it is understood in the sense used by legal regulations.

In case of service provision under a purchased or agreed service, such service shall be governed solely by the terms and conditions of that service.

 

  1. Warranty for Quality

As proof of warranty, Lisrec issues a purchase document (invoice) for each purchased product containing the legally required information necessary to exercise the warranty (especially the name of the product, warranty period, price, quantity, serial number).

Upon the Buyer’s explicit request, Lisrec will provide the warranty in the form of a warranty certificate. However, as a standard, if the nature of the goods allows, the Seller issues a purchase document instead of a warranty certificate, containing the mentioned information.

If necessary due to the type of goods and the provided warranty, Lisrec will clearly explain in the warranty certificate the content of the warranty, its scope, conditions, validity period, and the manner in which claims arising from it can be exercised. The warranty certificate will also state that the warranty does not affect the Buyer’s statutory rights related to the purchase of the goods.

As of 13 April 2023, the period for exercising rights from defective performance and the specific rights arising from defective performance are the same for consumer and business Buyers.

 

  1. Period for Exercising Rights from Defective Performance

The period for exercising rights from defective performance starts from the date the Buyer receives the goods, i.e., the date stated on the proof of purchase or warranty certificate.

The period is:

 For new (including unpacked) goods: 24 months.

 

For consumer goods (e.g., cosmetics, household products, etc.), the Buyer is entitled to claim defects within twenty-four (24) months unless a use-by date is indicated on the goods; in that case, the period is limited to the date indicated on the packaging.

The period ends on the corresponding date in the relevant number of months after it began. The length of the period in months is indicated for each product in the Seller’s store and is clearly marked on the proof of purchase.

The rights arising from liability for defects covered by the quality guarantee expire if not exercised within this period.

In the case of a complaint resolved by replacement, no new warranty period begins; the original period applies from the original delivery date.

 

  1. Rights from Defective Performance

If the item has a defect, the Buyer may request its removal. The Buyer may choose between delivery of a new defect-free item or repair, unless the chosen option is impossible or disproportionately expensive compared to the other; this is assessed particularly in view of the defect’s significance, the item’s value without the defect, and whether the defect can be rectified without significant inconvenience to the Buyer.

The Seller may refuse to remove the defect if it is impossible or disproportionately expensive, especially considering the defect’s significance and the value of the item without the defect.

The Buyer may request a reasonable discount or withdraw from the contract if:

  1. a) the Seller refuses or fails to remove the defect as per § 2170 paragraphs 1 and 2,
  2. b) the defect recurs,
  3. c) the defect constitutes a substantial breach of contract, or
  4. d) it is evident from the Seller’s statement or the circumstances that the defect will not be remedied in a reasonable time or without significant inconvenience to the Buyer.

A reasonable discount is determined as the difference between the value of a non-defective item and the defective item received by the Buyer.

If the Buyer withdraws from the contract, the Seller shall return the purchase price to the Buyer without undue delay after receiving the returned item or proof of its dispatch.

 

  1. Conformity upon Acceptance

The Seller guarantees that the goods are defect-free upon acceptance. In particular, the Seller guarantees that at the time of acceptance:

 

the goods have the agreed properties, or lacking such agreement, the properties described by the Seller or manufacturer, or expected by the Buyer considering the nature of the goods and advertising, the goods are suitable for the purpose stated by the Seller or for which such goods are typically used, the goods are of the appropriate quantity, measure, or weight, the goods comply with legal regulations.

If a defect manifests within one year of acceptance, it is presumed that the item was already defective at the time of delivery unless proven otherwise by the Seller.

 

III. Warranty Conditions

  1. Inspection of Goods upon Receipt

When collecting the goods in person, the Buyer shall inspect the goods for completeness and intact packaging.

When receiving from a carrier, the Buyer shall thoroughly inspect the shipment’s condition (especially the number of packages, the integrity of the company tape with the logo, intactness or damage to the packaging) according to the delivery note.

The Buyer shall further inspect the completeness of the goods on the day of receipt, ensuring that the package contains everything it should.

Any discrepancies must be reported to the Seller at the time of personal receipt or noted in the carrier’s delivery report; alternatively, the Buyer may refuse the shipment or report via the contact form. Lisrec recommends attaching photo documentation of the damage and packaging in case of carrier delivery.

These provisions do not affect the statutory deadlines for exercising rights from defective performance. A subsequent complaint of incompleteness or external damage does not invalidate the Buyer’s right to claim, but it provides Lisrec an opportunity to prove that there is no discrepancy with the purchase agreement.

 

  1. Complaint Submission

Lisrec recommends including a copy of the purchase document or other suitable warranty proof, a detailed description of the defect, and sufficient contact information (especially return address and phone number) for quicker complaint resolution. Without the above, identifying the origin and nature of the defect may be impossible.

Lisrec also recommends indicating the preferred method of complaint resolution (repair, replacement, credit note).

 

  1. Exclusions

Breaking a protective seal, informational label, or serial number may result in the rejection of the complaint, unless the damage occurred during normal use. Seals and serial numbers are integral parts of the goods and do not limit the customer’s right to use and handle the goods as intended.

The warranty does not cover damage caused (unless such activity is common and not prohibited by the enclosed manual):

 mechanical damage,

 use in unsuitable conditions (temperature, dust, humidity, chemical/mechanical influences not designated by the seller or manufacturer),

 improper installation, handling, operation, or neglect,

 excessive loading or use contrary to documentation or general principles,

 unqualified intervention or parameter changes (any person other than the seller or an authorized service center),

 modifications made by the customer (painting, bending, etc.) if the defect resulted from the modification,

 natural disasters or force majeure,

 the use of incorrect or non-original consumables and resulting damages, unless such use is customary and not excluded in the instructions.

These limitations do not apply if the characteristics of the goods in question were expressly agreed, reserved, or declared by the Seller, or reasonably expected based on advertising or standard use.

 

  1. Complaint Rejection

Lisrec may reject complaints if the claimed goods and/or their components are dirty or do not meet the basic hygiene requirements for safe handling during complaint proceedings.

 

  1. Complaint Resolution

The Seller shall decide on the complaint immediately, in complex cases within three working days. This period does not include the time necessary for expert assessment based on the type of product or service.

Lisrec shall handle the complaint, including defect removal, without undue delay, within 30 days from the day following the submission. The 30-day period may be extended by agreement with the Buyer; however, such an extension may not be indefinite or unreasonably long. After the period or extended period expires, it is assumed that the defect existed, and the Buyer has the same rights as if the defect were irremediable.

 

  1. Common Provisions

Lisrec will issue the Buyer written confirmation of the date and method of complaint resolution or justification for rejection.

After resolution, Lisrec will notify the Buyer by email. If the goods were delivered by carrier, they will be automatically sent back to the Buyer’s address after processing.

If the complaint is resolved by repair or replacement, the warranty period is extended by the duration of the complaint. The complaint duration is counted from the day after submission to the day the Buyer is notified of its resolution.

The Buyer must check the returned goods and their compliance with the complaint protocol. Later objections will not be considered.

These provisions do not affect the legal deadlines for exercising rights from defective performance.

The Buyer must collect the resolved complaint without undue delay, within 30 days of being notified; this period cannot end earlier than 60 days after submission.

If the Buyer fails to collect the goods by the last day of the period, storage charges of CZK 150 incl. VAT per day will be applied.

If the Buyer does not collect the goods from a resolved complaint within 2 months of notification, Lisrec reserves the right to sell the goods and use the proceeds to cover storage costs.

When collecting the goods after complaint resolution, the Buyer must present the receipt upon which the complaint was accepted and prove their identity with a valid ID (national ID card or passport) to prevent damages and avoid money laundering. Without such documents, Lisrec or its contractual partner may refuse to release the goods or issue a credit note. If the Buyer is a legal entity, the goods or credit note may only be released to a statutory representative or a person with a notarized power of attorney.

 

  1. Minimum Service Life

The warranty does not cover wear and tear caused by normal use and must not be confused with product lifespan. The product lifespan indicates susceptibility to wear from normal use. If the item is used (not merely owned) beyond the typical lifespan, any defect is likely due to normal wear and tear, though a warranty defect cannot be ruled out. For goods subject to this provision, the lifespan is specified.

 

VII. Final Provisions

The Buyer’s statutory rights are not affected by this Complaints Procedure.

This Complaints Procedure is valid from 1 May 2025 and is available at www.lisrec.com.

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Planting Boxes

Planting boxes are not limited to vegetables; they can also be used to grow herbs and various spices. The advantage is that, if necessary, the entire box can be removed and taken to the kitchen. After use, the box can be reinserted into its original place. This also allows plants to be protected from adverse weather conditions, such as frost, etc.

Façade Greenhouse

The entire construction system is a modular kit that allows for high creativity. Similarly, a small greenhouse can be created on the facade to accelerate seed germination and seedling planting. By utilizing the existing substrate box, combining aluminum tubes and food-grade plastic wrap, everything can be easily implemented at almost no cost, extending the growing season.

Material

The material from which the construction elements are made is resistant to water, acids, and other mechanical influences. It is also resistant to plant growth. All construction elements are manufactured using calibrated molds under high pressure. This ensures maximum accuracy of the entire construction system. This allows for building with millimeter precision while maintaining all right angles and flat surfaces.

Calibrated Dimensional Accuracy

All construction elements are manufactured using calibrated molds under high pressure. This ensures maximum accuracy of the entire construction system. This allows for building with millimeter precision while maintaining all right angles and flat surfaces. Thanks to the unique and simple construction system that automatically ensures precision, even a moderately skilled builder can undertake construction using only the building plan.

Connecting Pin

A connecting pin is mainly used for simple walls and partitions with a thickness of 100 mm. It is also used for fencing. The pin also ties the structure horizontally and vertically between individual layers. This is a very strong connection that can be easily disassembled if needed. Due to the properties of these joints, the structure can be easily dismantled and reused to build a new one with a different shape and layout without losing functional properties.

Horizontal Load-Bearing Structures

Horizontal load-bearing structures for floors and ceilings are made of wooden KVH beams or planks, which are firmly mechanically attached to the load-bearing walls using steel beam brackets. The beam brackets are screwed into the body of the wall and secured from the other side. On the load-bearing wooden structures, a cover made from the same material as the construction system can be simply placed.

Technical Elements

The shape of individual modules prevents splashing water from penetrating the structure and stops heat loss. The construction elements interlock and overlap. This shape allows the entire structure to be easily stacked together. When securing screws are used, they are concealed and protected under the protrusion of the second module.

Groove for Pin Insertion

A groove for pin insertion. Individual modules are interconnected using protrusions that precisely fit into the groove. These connections ensure high joint strength and maximum vertical and horizontal precision. The connection is achieved by simple insertion. The joints are extremely strong, tested in practice for hundreds of years, and can be easily disassembled if needed.

Structural Spacer with Openings

A structural spacer with openings for routing electrical distribution, data cables, water, and waste pipes. The spacer also connects the external and internal shells of perimeter and load-bearing walls. The openings are sized up to 110 mm for routing waste pipes with a standard diameter suited for residential houses and medium-sized operations. In cases of higher loads, the situation can be managed with parallel distributions connected outside the building or by utilizing the technical gap in the vertical direction up to a dimension of 250 mm.

Mounting Facade Elements

Mounting facade elements can be easily removed, and the openings can be sealed with plugs. Everything is designed as a simple, mechanically strong system utilizing grooves and special pins. When planning a vertical garden or other elements on the facade, a special module designed for facade elements must be used during the construction of the building’s outer shell.

Exchangeable Substrate Box

An exchangeable substrate box made of vermicompost for growing ornamental plants and food on the facade. It allows for the cultivation of various vegetables, including potatoes. When harvesting individual foods, the box can be easily replaced with a new one containing fresh seedlings, allowing continuous cultivation without affecting other crops. The boxes are made from the same material as the Lisrec construction system. They are resistant to water, acids, and other mechanical influences.

Interior Surface Treatment

Interior surface treatment can be carried out using drywall boards without the need for steel profiles, which significantly reduces costs and shortens the installation time. The wall surfaces are perfectly even, and it is sufficient to simply screw on the boards and finish with gypsum putty. All fixtures such as sockets and switches are easily embedded into drilled openings, just as with drywall, and connected to already prepared electrical wiring.

Structural Openings

Construction openings allow for separate vertical distribution of electricity and data cables without mutual interference. The cables are also protected. Cable routes in the structure are thus fixed, making it possible to calculate and prepare exact lengths of individual cables. This allows the builder to prepare most of the work themselves, leaving only the connection to be done by a specialist.

Technological Penetrations

For horizontal routing of larger water, waste, and electrical distributions, the spacer has openings with diameters of up to 110 mm. Other technologies can also be routed through these openings. Everything is again filled with loose thermal insulation or another material.

Horizontal Distribution

In cases where horizontal distribution of water, waste, and electrical wiring is required, prepared openings are used, which are then filled with loose thermal insulation or another loose material. They can also remain empty for ventilation purposes.

Structural Spacer

The structural spacer connects external and internal construction elements. It is used for load-bearing and perimeter walls. It has openings for electrical distribution, data cables, water, and waste pipes. The openings filled with loose insulation also prevent thermal bridges between the external and internal wall shells. It is connected to other elements by simple mutual insertion.

Technical Gap

The technical gap between the external and internal shells of the perimeter wall is filled with loose thermal insulation or another loose material according to the climate zone to increase thermal resistance. It can also remain empty for additional use in ventilating the building's structure.

Basic Construction Module

The same modules as those used on other surfaces are used on the external side of the load-bearing perimeter wall. The openings in them can be filled with thermal insulation, thereby increasing the overall thermal resistance of the perimeter wall. If additional elements need to be attached to the building's facade, a special module must be used.

Structural Spacer

A short structural spacer is used for zig-zag vertical interconnection of additional spacers to ensure that individual horizontal layers are firmly connected. This prevents any risk of layers not being securely tied together. It is also used for finishing the height of the wall. It connects the external and internal shells of the building wall.

Water and Waste Distribution

Openings in the structural modules allow for vertical distribution of water and waste even in a simple partition wall with a thickness of 100 mm. The gaps between the distributions and the walls are filled with loose thermal insulation or another material, depending on the climate zone. It is also possible to leave the gaps empty and use them for ventilation.

Final surface

In case it is necessary to create a surface on the wall similar to traditional masonry, the wall is primed, and after drying, construction adhesive with reinforcing fabric is applied. The adhesive that penetrates the fabric is smoothed to an even level. Once the surface hardens, the final stucco plaster and paint can be applied.

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Water management

  • Sources and production of drinking water
  • Water purification
  • Water management
  • Water pumping
  • Water storage
  • Greywater utilization
  • Support and implementation of new technologies

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Food Self-Sufficiency:

  • Growing food on the façade
  • Superfoods: spirulina, chlorella, lentein
  • Vermicomposting
  • Construction and sale of vermireactors
  • Purchase and further utilization of substrate
  • Distribution of substrate – product
  • Compressed bio blocks for cultivation
  • Production and sale of biofertilizers
  • Support and utilization of new food raw materials
  • Development of services in the gastronomy sector
  • Support and implementation of new technologies

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Energy Self-Sufficiency:

  • Heating – water heating
  • Cooling – ventilation
  • Water pumping
  • Storage and utilization of harvested energy
  • Electrical self-sufficiency
  • Alternative energy sources
  • Thermal insulation
  • Support and implementation of new technologies