Complaints Procedure
- INTRODUCTORY PROVISIONS
1.1. This complaint procedure has been prepared based on the provisions of Act No. 89/2012 Coll., the Civil Code (hereinafter referred to as the "Civil Code") and Act No. 634/1992 Coll., on consumer protection, as amended (hereinafter referred to as the "Consumer Protection Act") and applies to consumer goods (hereinafter referred to as the "goods") for which the rights of the buyer arising from liability for defects (hereinafter referred to as "complaints") are exercised during the warranty period.
1.2. The complaint procedure is an integral part of the General Terms and Conditions. By concluding a purchase contract, the buyer agrees to the General Terms and Conditions and this complaint procedure and confirms that they have been properly acquainted with them.
- PROCEDURE FOR LODGING A COMPLAINT
2.1. A complaint can be lodged by sending the goods (also referred to as the "subject of sale") to the address Slunečná 1144, 383 01 Prachatice. The buyer is obliged to assert a defect with the seller without undue delay after they could have detected it with timely inspection and due care. If it is a hidden defect, the buyer is obliged to assert it with the seller without undue delay after they could have detected it with due care, but no later than two years after the item was handed over. Any delay in using the goods may deepen the defect, devalue the goods, and may be grounds for rejecting the complaint. In the complaint or without undue delay thereafter, the buyer shall inform the seller of the chosen right arising from defective performance. If they fail to do so without undue delay, they shall have, even in the case of defective performance that constitutes a material breach of the purchase contract, only the rights under paragraph 3.7, namely to have the defect removed or a reasonable price reduction for the goods.
2.2. The buyer is obliged to provide evidence of the goods for the complaint, which must be in a complete state, cleaned, free of all impurities, together with a document certifying the date and place of receipt of the goods, or a warranty card if issued. The buyer shall document the goods in a hygienically safe condition and indicate the claimed defect of the goods, its nature and occurrence, inform the seller of the chosen claim arising from defective performance, and provide their identification and contact details to the extent necessary for handling the claim. The seller is entitled to refuse to accept the goods for complaint handling if they do not meet the general hygiene principles specified above in this paragraph (Decree No. 306/2012 Coll., on the conditions for preventing the emergence and spread of infectious diseases). By not providing evidence certifying the date and place of receipt of the goods, the buyer risks not proving the timeliness of the complaint and the legitimacy of their claim.
2.3. The moment of lodging a complaint is considered to be the moment when the seller receives the goods claimed by the buyer.
2.4. The costs of asserting rights arising from defective performance (complaints) shall be borne by the buyer; after prior agreement with the buyer, the seller may arrange for the transport of the claimed goods at their expense.
2.5. If the buyer asserts their right arising from defective performance, the seller shall confirm in writing when the right arising from liability for defects was asserted, and after resolving the complaint, also provide confirmation of how the complaint was handled. Likewise, in writing, the seller shall inform the buyer about the performance of any repairs and the duration of the complaint handling process, or provide a written justification for rejecting the complaint.
2.6. The seller shall not be liable for damages resulting from improper use of the goods, the functional properties of the goods, or improper handling of the goods. The warranty does not apply to defects of this