On 1 May 2003, the European directive “Purchase and Guarantee” was implemented in the Dutch Civil Code. This regulation relates to the so-called consumer purchase. This page explains your rights and obligations and what you can expect from Hacktic.
Different terms are used on this page. These are explained below or you are referred to an article that states what this means:
Legal warranty obligations of the seller; For explanation of the legal guarantee see article 1.7.1
Manufacturer’s warranty; For explanation of the manufacturer’s warranty see article 1.7.2
Hardware; Computers and / or peripherals that are visible and tangible.
Software; Software such as the operating system, the application system, the application programs, the network software and your stored data.
Website; The website referred to is www.hacktic.com
Cash receipt; On your receipt, you will find a lot of information such as warranty form and important telephone numbers. The receipt also serves as a guarantee certificate, so keep it safe.
There is a consumer sale if:
The professional salesperson is a Hacktic employee. You are the private buyer, if you purchase the product for yourself.
As the Code indicates, all matters that are not real are movable. Real estate, for example, is the land, minerals that have not yet been extracted, plantations as well as all buildings and works that are permanently united with the soil. For example, a house is real estate.
Here are some examples:
Example 1:
You buy a printer for yourself as a private person at Hacktic. Here is a consumer purchase.
Example 2:
Your employer decides to give you a notebook that you can choose yourself. You purchase them from Hacktic and place the receipt in the name of your employer. This is not a question of consumer purchase, but of commercial purchase. In this case an agreement is concluded between 2 companies.
Example 3:
You as a private person sell your car to a good friend. There is no question here of a consumer purchase, because a private seller is involved.
Example 4:
You buy a house through a broker. A house is qualified as an immovable property. There is therefore no question of a consumer purchase.
Example 5:
At Hacktic you purchase an internet service. An internet service, like insurance, is not a movable property and is therefore not considered a consumer purchase.
A purchase agreement is concluded as soon as both parties have agreement on the conditions and agreements. If you wish, you can also indicate that agreements made with you are stated on the receipt. So, you and Hacktic know exactly what has been agreed on and under which conditions you have entered into the agreement. Your receipt is also your guarantee and the receipt must therefore always be carefully stored. In the event of a defect in your product, you must in principle be able to hand over the receipt. If you no longer have access to your receipt, Hacktic will in certain circumstances also be satisfied with the delivery of your bank statement or account from your credit card company if it clearly shows in which shop, on what day and time and for what price you want a certain product. Hacktic has bought.
As a buyer, you have a number of rights and obligations.
One of these obligations means that you have to pay for a product. Your right is then that you receive a product that has those properties that you can expect as a buyer. For example, you can expect a product to have the properties that are necessary for its normal use and for which you did not have to doubt whether the product would have those properties. If you have also indicated on the receipt that you want to use the product for a specific application, then the product must also possess the properties for it. You should remember that some products, especially consumables such as batteries, have a limited life.
Requirements that you can demand a product:
Examples for reasonable requirements:
Examples of unreasonable requirements:
You as a customer and the seller of Hacktic will have to work together to achieve optimal customer satisfaction on your side. You are interested in a certain product and Hacktic sells that product. To achieve good cooperation, both parties have certain obligations towards each other. For example, Hacktic has a duty to create a correct expectation pattern for you as a customer, for example about the performance that you can expect from a particular product. Specify that a notebook of only € 300, – delivers the same performance as a model of € 1,200, – is not the creation of a real expectation and Hacktic will not do that either.
A so-called investigation obligation rests on the customer. Some things you may accept, but this does not apply to everything. For example, if you want to buy a TV card for your notebook to be able to receive Dutch channels in Spain, you will have to investigate whether this is possible.
Of course, Hacktic understands that you do not know everything. That is why we advise you to purchase a product for you. We do this by providing you with information about products you are interested in. In addition, our sales staff can provide you with the latest information such as the manufacturer who has made it available.
The law is clear: buy = buy. Since Hacktic also understands that you can sometimes regret your purchase, some products can be exchanged or returned for a refund of the purchase price if you meet the following conditions:
Some products cannot be exchanged:
If Hacktic decides to accept a product return, where the packaging is damaged and / or there is incomplete packing material, then there will be an amount of 10% of the sales price with a minimum of € 30, -. be charged for completing the packaging of the product.
There are various forms of guarantee that offer you a solution if you have a defective product. For more information, please contact customer service.
Hacktic is obliged to deliver a product that has the characteristics that you, as a buyer, could expect based on the agreement. The rights that you as a consumer have on the basis of mandatory consumer law are fully respected by Hacktic.
Deze garantievorm wordt door de fabrikant van het product geleverd. De fabrikant garandeert een zorgeloze werking van het product gedurende deze termijn, waarbij er wel voorwaarden kunnen gelden. Binnen deze termijn kunt u ook rechtstreeks contact opnemen met de fabrikant. Dit zorgt voor een snellere afhandeling van een defect. Binnen de fabrieksgarantie zijn er meerdere varianten:
We want to offer our customers the best possible service, that is why we think it is important to hear from you if you have complaints about our services or about a product supplied by us. Make this known to us as soon as possible in order to limit any damage. According to the law, a complaint is made known in good time if this is reported within two months of discovery. This also applies when the product does not have the characteristics that are stipulated in the agreement. It is in your interest that you make your complaints known in writing, preferably via our e-mail address info [at] hacktic.com. You can also reach us by telephone and by letter, see our contact page.
If you have submitted a complaint to us, it will be answered within 14 days at the latest. In the unlikely event that more time is required, we will notify you within 14 days.
If the complaint cannot be resolved by mutual agreement, a dispute procedure can be started. See article 18 in our General Terms and Conditions.
Hacktic complies with all legal obligations that apply to sellers in the Netherlands for liability when selling products to consumers.
If you have suffered damage as a result of an unsound product that you have purchased from Hacktic and you wish to claim that damage, then you must be able to prove both the scope and the nature of the damage and the cause thereof. You must therefore have proof, also with regard to the causal link between the damage and the faulty product. Only the presentation of receipts is therefore not sufficient. You must also realize that you are legally obliged to limit your damage as much as possible. We therefore advise you to contact Hacktic’s customer desk in advance in order not to disappoint you in your expectations.
Als bij onderzoek door Hacktic of de fabrikant blijkt dat:
Then that is detrimental for everyone. Hacktic or the manufacturer will then charge you the total research costs. Moreover, during the research you were unable to use the product.
There are several measures you can take to exclude software problems:
Note, the entire hard disk is erased. Therefore, make sure you always have a good backup of your most important data and programs.
If the above options have not led to a successful recovery of your computer, then there is a big chance that there is a hardware problem.
If there is a hardware defect, you should report this as soon as possible to the manufacturer or to Hacktic, where a report is timely within a period of two (2) months after the discovery. After the report, you will receive instructions on how the repair process can take place as soon as possible. Please note, if the product has been delivered by Hacktic longer than 6 months ago, you must demonstrate non-conformity on delivery. See also article 5.
In the following cases, you cannot claim legal warranty:
On your receipt, you can see whether there is a Pick-up & Return guarantee offered by the manufacturer. It also indicates which term and which telephone number applies. This repair form offers the advantage that the product is picked up at your home and delivered back home as soon as the repair is complete. Although you can also have the product sent via Hacktic to the manufacturer to be repaired, direct contact with the manufacturer will be faster. An average repair period directly by the manufacturer is, depending on the problem, 2 to 4 weeks.
The manufacturer is also in possession of specialist knowledge of the products that it has manufactured and can therefore often provide a solution by telephone. We therefore advise you to make use of this. In spite of this, you can also complete the settlement via Hacktic in all situations.
Article 3 indicates when you cannot invoke the guarantee.
Normal use means being able to use the case for which it is intended. With a washing machine, for example, the laundry can be done, with a car must be driven. If you want more than “normal use” you can only expect that the case is also suitable for your particular use if you have communicated your plans for your particular use and then you have heard from Hacktic that the relevant case is also suitable for this. You must therefore clearly indicate when the product will be used, so as to prevent misunderstandings afterwards.
An example:
After 19 months, your screen goes off. Research at the manufacturer shows that your monitor has been on average 12 hours a day. That is not normal use by a consumer and you should then make it plausible that the average consumer is on standby 12 hours a day and that this is normal use.
Manufacturers of monitors and notebooks use LCD screens. These screens are provided with pixels. Each pixel has 3 smaller sub pixels. A sub pixel shows the colors red, blue or green. A resolution indicates how many pixels are in a screen. The higher the number of pixels, the better the quality of the displayed image on the screen. A full HD monitor contains a resolution of 1920 * 1080. In this case there are more than 2 million pixels.
Although the technique is considerably improved, no guarantee can be given that every monitor is free of pixel errors. A pixel error occurs when a piece of dust enters the screen during production. This means that certain pixels cannot light up. Manufacturers consider a pixel error inherent in the production process and therefore find that there is no defect. To ensure that monitors meet a minimum requirement, an ISO standard has been drawn up. This means that a monitor that falls into a certain class may have a number of pixel errors.
Obviously, Hacktic understands that you are not waiting for 1 dead subpixel at all, let alone 10. To avoid having to deal with pixel errors, you can cover this with the pixel error-free warranty. This guarantee, which you can purchase for a small amount, gives you the opportunity to test the product for pixel errors at home for 14 days from the date of your purchase. If you report a dead (sub) pixel to Hacktic within 14 days after the day of delivery of your product, you can exchange your product at Hacktic free of charge, regardless of the resolution of your screen.
Every product has an economic lifespan. After this period, the product is seen as outdated. The table below shows how long the economic life of your product is. The economic lifespan starts with the purchase of the product. The date of the receipt is used to check whether a product is within the economic lifespan.
| Productgroep | Economische levensduur in maanden* |
| Desktop computer | 36 |
| Notebook | 36 |
| Monitor | 36 |
| Laserprinter | 12 |
| Inktjetprinter | 12 |
| Hardware accessoires | 12 |
| Routers & netwerkapparatuur | 24 |
| MP3 speler, PDA, navigatie | 12 |
| Verbruiksartikelen (bijv. accu) | 6 |
* bij normaal gebruik, zie artikel 5
If a product fails after 24 months and within the economic lifetime, there is still free repair, except in those cases where the repair contributes to a considerable prolongation of the life of the product.
You must then comply with article 5 and your product should not be excluded from warranty under article 3. The costs are divided on the basis of the number of months that you have been able to use the product.
Half months will be rounded down in your favor. So: a product that you had in your possession for 26.5 months will be rounded off to 26 months for the calculation of the offered discount.
In the event of a defect that you notice on, for example, a 26-month desktop:
The repair costs are divided by the economic lifetime (€ 360, – / 36 = € 10, -) and then multiplied by the number of months that you have had the desktop (26 * € 10, – = € 260, -) . This part of the repair costs (€ 260, -) is then for your account.
The remaining part (€ 360, – – € 260, – = € 100, -) will be reimbursed by Hacktic.
If you comply with what is stated in article 5 and your product is not excluded from warranty under article 3, you will in any case within 24 months after delivery of your product be entitled to free repair. In case of a repair after this period and where the repair leads to a considerable extension of the life of the product, a contribution to the repair costs applies. Hacktic will inform you about this in a timely manner.
Please note, if the investigation shows that there is a case as described in article 3 or article 5, then this article 8 does not apply but article 9. Obviously, you can, at your own expense, carry out a counter-study by an expert and independent to have a party executed if you do not share the conclusion (s) from the research that Hacktic has commissioned.
To prevent unnecessary repair costs being incurred, Hacktic recommends that you read through article 2. If costs are charged for the repair, in case of a substantial extension of the life of your product, then Hacktic will use the usage regulation set out in article 7 for the calculation of your contribution to the repair costs. If you are not entitled to free recovery, then the following steps apply:
1) Send:
The defective product must be examined by the manufacturer. For this the product will have to be sent to the manufacturer. If you want to have the product sent via Hacktic, an amount of € 25, – will be charged extra. This amount is a compensation for the costs Hacktic incurs to handle your repair.
2) Research:
When the product has arrived at the manufacturer, an investigation will take place and a diagnosis will be made. Based on this diagnosis, a quote is made and sent to you. You can of course have your product examined at your own expense, if you do not agree with the diagnosis and Hacktic send the research report from the expert and independent expert firm. If the diagnoses should diverge, we will contact you for consultation.
3) Permission:
The actual repair only starts after you have agreed to the quotation and you have transferred the amount owed by you. You will also find instructions on how to proceed with the payment schedule. If you do not agree, the total research costs will be charged to you. When the product has been sent directly to the manufacturer, you must follow the instructions in the quotation.
4) Warranty on paid repair:
On paid repairs that have been handled by Hacktic, Hacktic grants 3 months warranty, unless the repair ticket states otherwise.
Requesting a quote from Hacktic is very simple. You indicate which products you are looking for and enter some data. It is also possible to send a photo of the desired product.
