Zásady vrácení peněz

I. – Introductory Provisions

This Return and Refund Policy governs the rights of the customer related to defective goods (hereinafter referred to as a “claim”). Matters not explicitly addressed in this policy are governed by the laws of the Czech Republic, particularly Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection. The seller undertakes to inform the customer of this policy and provide it in text form upon request.

II. – Seller's Liability Exclusions

The seller is not liable for defects in the following cases:

- If the defect existed at the time of purchase and was reflected in a discounted price.

- If the product is used and the defect corresponds to the wear and tear typical for such a condition.

- If the defect arises from regular wear and tear or the nature of the item (e.g. expired lifespan).

- If the defect was caused by improper handling, storage, maintenance, interference by the buyer, or mechanical damage.

- If the defect was caused by external factors beyond the seller’s control.

III. – How to File a Claim

The buyer may submit a claim at any of the seller’s locations where such claims can reasonably be accepted or at the seller's registered business address. The seller ensures staff availability to receive claims during business hours. Claims can also be submitted to an authorized party mentioned on the sales receipt or warranty certificate, provided the person is in a location more convenient for the buyer.

The buyer must provide proof of purchase and demonstrate the legitimacy of the claim (e.g. receipt, warranty certificate, etc.). A claim cannot be filed for a defect already previously claimed, for which a reasonable discount was granted.

If standard transport of the product for claim resolution is impractical (e.g., large or installed items), the seller and buyer will agree on alternative evaluation methods. The buyer must cooperate accordingly.

IV. – Claim Timeframes

The buyer has the right to file a claim within 24 months of receiving the product (12 months for used goods, 3 weeks for pet food). If not claimed within this period, the buyer forfeits rights unless a longer warranty has been contractually agreed upon or provided voluntarily by the seller or manufacturer.

The buyer must file a claim without undue delay after discovering the defect. If they continue to use the defective item, the seller is not liable for worsening damage. When a legitimate claim is made, the limitation period is suspended for the time the product is under inspection or repair.

Replacement goods do not restart the claim period — the original timeframe remains. The claim period is not to be confused with the product’s lifespan, which depends on use, care, and agreement.

Where a product has a specific expiry date (e.g., printed on packaging), that period applies.

V. – Processing of Claims

The seller shall decide on the claim immediately, or within 3 working days for complex cases. This time does not include the period required for expert assessment. The seller will issue a written confirmation detailing:

- The date and place the claim was filed,

- Description of the defect,

- Preferred resolution by the buyer,

- The method of informing the buyer about the outcome.

Claims must be resolved without undue delay and no later than 30 days after submission, unless otherwise agreed. Exceeding this deadline constitutes a material breach of contract. The seller must confirm the resolution in writing. The buyer may not change the selected resolution method without the seller’s agreement unless it is unfeasible.

The buyer must collect the claimed goods within 30 days of the resolution date. After this period, the seller may charge storage fees or resell the item on the buyer's behalf. The seller must inform the buyer and allow a final grace period.

VI. – Conformity on Delivery

The seller warrants that at the time of delivery:

- The goods match the agreed description or expected characteristics,

- They are suitable for their intended or customary purpose,

- They are delivered in correct quantity and weight,

- They comply with applicable legal standards.

If the goods do not meet these criteria, the buyer may:

- Request replacement with a defect-free item (or part),

- Withdraw from the contract and receive a full refund, unless the defect is minor and easily repairable.

If the buyer does not withdraw, they may demand:

- A reasonable price reduction,

- Free defect repair.

A defect arising within six months of delivery is presumed to have existed at the time of delivery.

VII. – Breach of Contract: Material and Immaterial Defects

The seller is liable for defects appearing within 24 months (3 weeks for pet food). A defect is deemed material if the buyer would not have agreed to the contract had they known about it. In other cases, it is immaterial.

- For material defects: the buyer may choose a replacement, repair, refund, or price reduction.

- For immaterial defects: the buyer may request a repair or a price reduction.

In cases of repeated or multiple defects, the buyer may also withdraw from the contract.

VIII. – Claim Costs and Dispute Resolution

If a claim is justified, the buyer is entitled to reimbursement of reasonable costs incurred in asserting their rights.

If the seller denies the claim, the buyer may:

- Seek independent expert assessment at their own cost,

- Use the Czech out-of-court consumer dispute resolution system (e.g., www.vasestiznosti.cz).

IX. – Voluntary Warranty

If the seller provides an additional quality guarantee, the terms follow this Return and Refund Policy unless otherwise stated in the warranty certificate or contract.