Complaints procedure

How we handle your complaints and grievances.

If you feel that we have not kept our end of the bargain, do not hesitate to let us know. This could be a breach of the obligations set out in the purchase contract, or even a breach of some of the obligations imposed on us by law. You can also contact us with a complaint if you are not satisfied with any of our services or if you do not like our behavior towards you. To make things clearer, we will use the term “complaint” for both complaints and grievances.

What to do if you are not satisfied with the quality of the received goods?

As the seller, we are responsible for the quality of the goods at the time of their receipt. We guarantee that at the time you receive the goods from us:

1. The item has all the properties that we have informed you about, and also has all the properties that are expected for its normal use.
2. The item is suitable for the purpose for which we offer it in our offer or for the purpose for which items of this kind are usually used.
3. The item is delivered in the correct weight, quantity, and measure.
4. The item complies with all applicable laws of the Czech Republic and regulations of the European Union.

How can I make a complaint?

If you want to make a complaint, you can do so by sending the goods to the seller’s registered office address: Bílkova 855/13, Prague 110 00. As the seller, we guarantee that we will ensure the possibility of receiving your complaint in the above-mentioned way. However, you can also make a complaint to the person designated in the relevant warranty certificate or to the person indicated on the proof of purchase. To make a complaint, we need to know primarily the date of purchase of the goods and the method of payment in a credible manner, but most easily by presenting the proof of purchase that we provided or sent to you together with the goods.

However, you cannot make a complaint about a defect for which we have provided you with a reasonable discount from the purchase price after prior agreement.

What are the deadlines for filing a complaint?

If you are a consumer (non-entrepreneurial natural person), you can file a complaint with us within the deadline specified in the warranty certificate. However, this period is legally set at a minimum of 24 months. If you are a legal entity or entrepreneurial natural person, the deadline for filing a complaint is set at 6 months from the date of receipt of the goods. However, we only provide a guarantee if it is explicitly stated for the particular product.

The period for filing a complaint starts running on the first day from the date of receipt of the goods, which is stated either on the tax document or, in the case of delivery, on the delivery note from the contractual carrier.

If you buy consumer goods from us, you can only claim the right to complain until the expiration/minimum shelf life date specified on the packaging of the product.

If you decide to make a complaint, do so without unnecessary delay from the time the defect in the goods first appears. We are not responsible for defects that arise as a result of further use of the goods after the first defect has been knowingly displayed.

If your complaint is recognized as justified, the period from when we received your complaint until it was resolved on our part will not be included in the warranty period.

If we cannot decide on your complaint at the time of its receipt, or if the nature of the reason for the complaint does not allow it, we will process your complaint no later than 30 days from the day of its receipt, unless we agree on a longer period together.

All the information related to your complaint will be provided to you on the complaint protocol, which will include the place and date of receipt of the complaint, the latest date for resolving the complaint, a description of the product defect, its exact identification, and your preferred method of resolving the complaint, as well as any other information that may help us to resolve the complaint without delay.

If we fail to meet the deadline agreed for handling the complaint, this will be considered a breach of the contract, unless we agree on a longer deadline together.

If your complaint is justified, we will reimburse you for the reasonable costs incurred in relation to the complaint.

We will not accept your complaint in the following situations:

1. We are already processing a similar complaint from you.
2. A court has initiated legal proceedings and made a decision on the matter.
3. An arbitration or inspection proceedings have been conducted in the matter.
4. The statute of limitations has expired for the particular matter.

What are the exceptions to our liability for defects?

We do not assume responsibility for defects mainly in the following cases:

1. If we have provided you with a reasonable discount on the purchase price of the goods due to the defect.
2. If the defect is caused by improper use of the goods, unprofessional intervention or maintenance of the goods, its rough and unsuitable storage, or your intervention in the parameters of the device, or intervention in the source code of the program.
3. If the defect on the goods is caused by its mechanical wear and tear beyond the normal extent of use.
4. If the goods are mechanically damaged, or the defect arose due to unprofessional handling or installation.
5. If the defect is caused by unprofessional intervention in the goods or unprofessional modification of its parameters.
6. If the goods are used in conditions that do not correspond to the conditions for which the goods were designed by the manufacturer due to their temperature, dustiness, humidity, chemical or other influences.
7. If the goods are damaged as a result of force majeure.

Finally

In order to comply with Section 14 of Act No. 634/1992 Coll., we would also like to inform you that if you do not agree with the handling of your complaint on our part, you may use the out-of-court dispute resolution provided by the Czech Trade Inspection Authority, which is located at: Štěpánská 567/15, 120 00 Prague (further details on its website: www.coi.cz) and is a notified body for out-of-court settlement of consumer disputes maintained on the list of the European Commission.