Complaint conditions
  1. It is only possible to complain about goods that have been purchased exclusively from the seller and which are the property of the consumer.
  2. If the buyer is a consumer (a natural person who does not act within the scope of his business, employment or profession) for all offered goods is guaranteed warranty for 24 months, unless otherwise stated in the goods and the procedure is in accordance with the Consumer Protection Act and Of the Civil Code and these complaint conditions. If the buyer has ordered a used item and the buyer has been informed, the warranty period is 12 months. If the buyer is not a consumer, the procedure is in accordance with the provisions of the Commercial Code and the warranty period is 1 year and these complaints are not subject to these complaint conditions.
  3. The warranty period begins on the day of taking over the goods from the transport company or directly from the seller, if the goods are taken over by the buyer in person, on the day of taking over.
  4. The buyer is obliged to file a complaint with the seller immediately, right after finding the defect.
  5. Liability for defects does not apply to defects caused by the following use:
    • if the defect was caused by mechanical damage to the product caused by the buyer
    • improper handling of the product and handling in a manner other than specified in the instructions for use
    • using the goods in conditions which, due to their humidity, chemical and mechanical influences, do not correspond to the natural environment of the goods
    • neglect of care and maintenance of the goods
    • damage to goods by excessive loading
    • by using the goods in violation of the conditions stated in the documentation, general principles, technical standards or safety regulations, or other breach of the warranty conditions.
  6. Defects arising from a natural disaster are also excluded from liability for defects.
  7. Liability for defects also does not apply to normal wear and tear of the goods (or parts thereof) caused by the use of the goods. A defect cannot be regarded as, as is clear from the nature of the case, the period of its minimum durability or the period of consumption, which may be limited to a shorter period. The date of minimum durability, expiration date, shelf life or similar period is indicated on the goods and the goods are subject to such marking.
  8. The claimed goods must be sent to our address listed in the CONTACT section, but not by cash on delivery or delivered in person to the contact address. The goods must be suitably packed so that they are not damaged during transport, and we recommend sending the goods by registered mail or as an insured consignment. It is necessary to enclose a copy of the proof of purchase (invoice) and a description of the defect with the goods, or we recommend enclosing the completed Complaint Form together with the proof of purchase. It is advisable to send the complaint in writing (by post) or in person.
  9. The seller will confirm the receipt of the complaint and issue the buyer a confirmation of the claim of the goods in a suitable form. The day of submission of the complaint is considered to be the day of its delivery to the seller. If it is not possible to deliver the confirmation immediately, it must be delivered without undue delay, but no later than together with the proof of the complaint. Confirmation of the handling of the complaint will be sent in writing.
  10. The seller is obliged to determine the method of handling the complaint immediately, in complex cases within 3 days from the date of the complaint. In justified cases, especially if a complex technical evaluation of the goods is required no later than 30 days from the date of the complaint. After determining the method of handling the complaint, the seller will handle the complaint immediately; in justified cases, the complaint can be resolved later. However, the handling of the complaint may not be longer than 30 days from the date of the complaint. After the expiration of the 30-day period for handling the complaint, the buyer has the right to withdraw from the purchase contract and will be refunded the full amount for the goods, or has the right to exchange the goods for new ones.
  11. Buyer’s rights when making a complaint:
    • in the case of a defect which can be remedied, the buyer has the right to have it remedied free of charge, in good time and properly, and this defect must be remedied without undue delay,
    • the buyer may, instead of eliminating the defect, request an exchange of the item, or the defect concerns only a part of the item, replacement of the part if the seller does not incur disproportionate costs due to the price of the goods or the severity of the defect,
    • the seller may replace the defective item with a perfect item instead of eliminating the defect, if this does not cause serious difficulties for the buyer,
    • in the case of a defect which cannot be remedied and which prevents the proper use of the thing, the buyer has the right to exchange the thing or to withdraw from the contract. The buyer has the same right in the case of remediable defects, but if the buyer can not properly use the thing due to the recurrence of the defect after repair or due to a larger number of defects,
    • in the case of other irreparable defects, the buyer is entitled to a reasonable discount on the price of the item.
  12. A complaint is considered settled if the complaint procedure ends with the delivery of the claimed goods, their exchange or return of the purchase price of the goods, a written request to take over the performance or its justified rejection. The consumer is informed about the result of the complaint procedure within the statutory time limit.
  13. Non-damage of goods, resp. The integrity of the packaging (according to the instructions when taking over the goods) must be checked when taking over the goods, as the goods may be damaged during transport. We recommend the buyer to unpack the goods and inspect them in the presence of the carrier. By signing the courier, you declare that the packaging is undamaged.
  14. These complaint conditions are an integral part of the general terms and conditions and the seller reserves the right to change them at any time without prior notice to the buyer.

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