COMPLAINTS RULES

This page has only been translated from the Czech language. In case of discrepancies, the Czech version shall prevail.

I. General provisions

The Complaints Procedure is an integral part of the terms and conditions of the seller Klaudia Heczko Švrčková, with its registered office at U Mlékárny 1368/2, Český Těíšn, 737 01, Company ID: 24339211 (hereinafter referred to as the "Seller"), and describes the procedure for approaching complaints about goods.

The buyer is obliged to familiarize himself with the complaint procedure and terms and conditions (hereinafter referred to as "TC") before ordering the goods. At the same time, the buyer acknowledges that he is obliged to provide the necessary cooperation necessary for the settlement of the complaint,

By concluding a purchase contract and taking over the goods from the seller, the buyer agrees to these Complaints Procedure.

The definitions of terms contained in these Complaints Procedures take precedence over the definitions in the OP. If these Complaints Procedures do not define a term, it is understood in the meaning in which it is defined in the OP. If it is not defined there either, it is understood in the meaning in which it is used in legal regulations.

Withdrawal from the contract without giving a reason

The goods can be returned within 14 days of receipt without giving a reason, provided that the goods are not used by the buyer beyond the scope of familiarization with them. The seller must return the money including shipping costs within 14 days of withdrawal from the contract.

II. Quality guarantee

The quality guarantee for the goods is 24 months.

As a proof of warranty, the seller issues a proof of purchase (invoice) for each purchased item with the legally required information required to claim the warranty (in particular, the name of the item, warranty length, price, quantity).

Quality upon receipt

The seller is responsible to the buyer that the item is free from defects upon acceptance. In particular, the seller is responsible to the buyer that at the time the buyer took over the item,

• the thing has the properties that the parties agreed upon, and in the absence of such an agreement, the properties that the seller or manufacturer described or that the buyer expected with regard to the nature of the goods and on the basis of the advertising carried out by them.
• the item is suitable for the purpose stated by the seller for its use or for which an item of this type is usually used.
• the thing is in the appropriate quantity, measure, or weight.
• the matter complies with the requirements of legal regulations.

III. Warranty conditions

Checking goods upon receipt

Upon personal receipt from the seller, the buyer will check the goods being received, their completeness and the integrity of the packaging.

Upon receipt from the carrier, the buyer shall properly and carefully check the condition of the shipment (especially the number of packages, integrity or damage to the packaging).

On the day of receipt, the buyer will also check the completeness of the goods, in particular that the packaging contains everything it is supposed to contain.

All discrepancies must be reported to the seller upon personal acceptance on site, upon acceptance from the carrier, they must be noted in the carrier's handover report or the buyer may refuse to accept the shipment, or it can always be reported to the e-mail address klaudie.svrckova@seznam.cz.

In the event that a defect occurs during the warranty period, the buyer has the following rights when claiming the warranty, depending on the nature of the defect:

in case of a removable defect:

1. the right to free, proper and timely removal of the defect
2. the right to exchange defective goods or defective parts, unless this is disproportionate given the nature of the defect
3. in the event that the procedures specified in points a.) and b.) are impossible, the buyer has the right to a reasonable discount on the purchase price or withdrawal from the purchase contract

in case of an irreparable defect:

1. the right to exchange defective goods or withdraw from the purchase contract in the event of a removable defect, if the Buyer cannot use the item properly due to the recurrence of the defect after repair (i.e. the goods have already been complained about 3 times for the same defect) or due to a larger number of defects
2. the right to exchange defective goods or withdraw from the purchase contract if other defects are irremovable and the consumer does not request the exchange of the item:
3. the right to a reasonable discount on the purchase price or to withdraw from the purchase contract

Complaints do not apply to cases of:

• if the defect or damage was demonstrably caused by improper use, in violation of the instructions for use or other improper conduct of the Buyer
• demonstrable unauthorized interference with goods
• for defects that arise from normal wear and tear of consumer goods with a specified shelf life according to special legal regulations,
• if such a claim is made after this period has expired
• defects caused by natural disasters

A complaint can be filed with the seller, at all of its locations.

The buyer can use the complaint form provided by the seller. The buyer shall send the form electronically to the email address klaudie.svrckova@seznam.cz or in printed form together with the claimed goods.

IV. Complaint handling

1. Buyer – consumer

In accordance with the provisions of Section 2, paragraph 1, letter a) of Act No. 634/1992 Coll., on Consumer Protection, as amended, a consumer is a natural person who is not acting within the scope of his business activity or within the independent exercise of his profession.

If the buyer is a consumer, the seller will decide on the complaint immediately, in complex cases within three working days. This period does not include the time appropriate to the type of product or service needed for a professional assessment of the defect.

The buyer shall handle the complaint, including the removal of the defect, without undue delay, no later than 30 days from the date of the complaint. The 30-day period may be extended after the complaint has been filed by agreement with the consumer - such an extension may not be for an indefinite or unreasonably long period. After the expiry of the period or the extended period, it is considered that the defect in the item actually existed and the consumer has the same rights as if it were a defect that cannot be removed.

2. Buyer – entrepreneur

If the buyer is a business person, the seller undertakes to decide on the complaint within 30 days from the date of the complaint. The buyer-business person will be informed of this decision via contact e-mail.

V. Common provisions

The seller will issue the buyer a confirmation by phone or email of the date and method of handling the complaint, including confirmation of the repair and the duration of the complaint, or a justification for rejecting the complaint.

After the complaint has been resolved, the seller will notify the buyer of the termination of the complaint either by phone, SMS or e-mail. If the goods were sent by a shipping service, they will be automatically sent to the buyer's address after the resolution.

After the acknowledged complaint is resolved by repair or replacement, the device warranty is extended by the duration of the complaint. The duration of the complaint is calculated from the day following its submission to the day the buyer was informed of the resolution.

These provisions do not affect the statutory period for exercising rights arising from defective performance.

The buyer is obliged to accept the complaint without undue delay within 30 days from the date on which he was informed of its settlement; this period cannot expire earlier than 60 days from the date of filing the complaint.

If the buyer does not collect the goods from a settled claim within 6 months from the date on which he was informed of the settlement, the seller reserves the right to sell the goods and use the proceeds to pay the storage fee.

VI. Final provisions

The buyer's rights arising from the law are not affected by these Complaints Procedures.

This Complaints Procedure is valid from January 16, 2026.

Complaint form: