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I. GENERAL CONDITIONS
COMPLAINTS AND RETURNS
The buyer, who is not a consumer, is obliged in his own interest to inspect the goods immediately after delivery and inform the seller of any defects found without undue delay. A buyer who is a consumer should, in his own interest, take similar steps on receipt of the goods as a buyer who is not a consumer. This will prevent any inconvenience in the event of a claim due to damage to the goods during transport. A legitimate claim may be made:
a) by e-mail or registered letter
b) by delivery to the address of the business premises
Obligation of the buyer
The buyer is obliged to hand over the claimed goods to the seller complete, if this is important for the assessment of the defect. The Seller is entitled to reject the claim on the grounds of hygienic contamination.
The Buyer is responsible for the delivery of the claimed goods to the Seller, unless otherwise agreed with the Seller. In the event that the Seller rejects the claim as unjustified, the Buyer, or both parties in agreement with the Seller, may contact a forensic expert in the field and request an independent professional assessment of the defect. If no agreement is reached between the buyer and the seller, the buyer may turn to existing out-of-court consumer dispute resolution systems or to the competent court. In the case of unjustified claims, the Buyer shall reimburse the Seller for the costs associated with the journey to the expert assessment of the subject of the claim to the lowest extent necessary according to the current price list of services.
The buyer shall fill in the complaint form, which can be downloaded HERE, and describe the defects and their manifestations as concisely as possible.
Obligation of the Seller
The seller or an authorized representative, depending on the nature of the claimed defect, shall decide on the complaint immediately, or within 3 working days in complex cases. This period does not include the reasonable time required for expert assessment of the defect (depending on the nature of the defect and the goods). The seller is obliged to issue a written confirmation to the buyer, stating the date and place of the complaint, the nature of the defect, the way the complaint is to be handled as requested by the buyer, and the method by which the buyer will be informed about the resolution. The complaint will be handled by the seller's authorized person (usually the manufacturer) on behalf of the seller and at their responsibility, depending on the nature of the defect.
The buyer has no rights from defective performance in the following cases:
a) for goods sold at a lower price due to a defect for which the lower price was agreed,
b) for wear and tear of the goods caused by normal use,
c) for used goods, to a defect corresponding to the degree of use or wear the goods had when received by the buyer,
d) if it follows from the nature of the goods. This includes cases of normal wear and tear, improper treatment, weather conditions, improper handling, mechanical damage, incorrect use or maintenance, unauthorized intervention, or failure to follow the usage instructions.
The deadline for resolving the complaint starts from the delivery or handing over of the goods to the seller. Complaints, including defect removal, must be resolved no later than 30 days from the start of the complaint procedure. With the explicit consent of the buyer, a longer resolution period can be agreed for products with significantly longer delivery times than 30 days, but no longer than 3 months. After the complaint resolution period has expired, the buyer is entitled to withdraw from the purchase agreement and receive a refund for the purchased goods. The complaint resolution period is suspended if the buyer does not cooperate, for the period during which the buyer prevents the seller from handling the defective goods to eliminate the defect.
When handling complaints under a contractual extended warranty, which applies to selected goods, the procedure will follow the specific contractual terms of the extended warranty.
II. DISCREPANCY WITH THE PURCHASE AGREEMENT
In the event that the item received by the buyer does not conform to the purchase agreement (hereinafter referred to as "discrepancy with the purchase agreement"), the buyer has the right to request that the seller bring the item into a condition that complies with the purchase agreement, free of charge and without undue delay, either by replacing the item or repairing it, at the buyer's choice. If such a remedy is not possible, the buyer may request a reasonable discount on the price of the item or withdraw from the contract. This does not apply if the buyer knew of the discrepancy with the purchase agreement before accepting the item or caused the discrepancy themselves. A discrepancy with the purchase agreement that occurs within twelve months of the date of receipt of the item is considered to have existed at the time of receipt, unless it contradicts the nature of the item or unless proven otherwise.
III. WARRANTY CONDITIONS
CLAIMING A WARRANTY WITHIN THE WARRANTY PERIOD
This complaint procedure applies to goods for which a complaint is made within the warranty period. An invoice is provided with each item, which also serves as the warranty certificate. If the goods are not picked up personally by the buyer, the point of receipt is considered to be the moment the goods are received from the carrier.
If the buyer, who is not a consumer, notices any discrepancy between what is listed on the invoice and the goods actually delivered (e.g., in type or quantity), or if the correct delivery note is not received with the goods, the buyer is obliged to immediately, but no later than within three days, report this in writing to the address of the seller who issued the invoice. Failure to do so may result in the complaint not being considered later. The buyer who is a consumer should take similar steps upon receiving the goods, as a non-consumer buyer would. This will help avoid potential issues with complaints due to damage during transport. However, failure to take such steps will not reduce the consumer's rights.
Warranty Conditions
The warranty period is 24 months unless a longer period is specified and starts from the date the buyer receives the goods. The warranty is extended by the period during which the product was under warranty repair. If the product is replaced, the warranty period starts again from the receipt of the new item.
The customer should deliver the complained item to the store address, or the item may be picked up from the customer by agreement. In the case of a justified complaint, the seller covers the actual transportation costs.
Once the complaint is resolved, the seller will promptly inform the customer to pick up the goods or, by prior agreement, deliver the goods to the customer’s address. The customer can also inquire about the current status of the complaint either by phone or email.
Warranty claims cannot be made in the following cases:
- improper installation, handling, operation, or use
- damage caused by natural elements
- damage caused by excessive use contrary to the intended purpose of the goods and the usage instructions
- damage during transport
- by agreement with the buyer, the seller may replace faulty and possibly irreparable goods with other goods of the same specifications.
Warranty Rights
A consumer making a warranty claim has the following rights:
For a defect that can be removed, the right to have the defect repaired free of charge, properly, and promptly, the right to a replacement of the defective item or defective part if it is not disproportionate due to the nature of the defect, and if this is not possible, the right to a reasonable discount on the purchase price or to withdraw from the purchase agreement.
For a defect that cannot be removed and prevents proper use of the goods, the right to a replacement of the defective item or to withdraw from the purchase agreement.
For removable defects occurring in large numbers or repeatedly, preventing the proper use of the goods, the right to a replacement of the defective item or to withdraw from the purchase agreement.
For other non-removable defects, and if the replacement of the item is not requested, the right to a reasonable discount on the purchase price or to withdraw from the purchase agreement