Merchandise Returns and Allowance Claims for the e-shop 

How to avoid unauthorized claims for returns of merchandise.
The product care and use instructions will always be given to the Buyer by the delivery person at the time of delivery of the ordered product together with the bill of delivery which will serve as the Warranty card.

Rules for merchandise returns and allowances

1. Obligations of the Buyer

• The Buyer is required to examine the delivered merchandise without delay when the merchandise is delivered. If any defects are determined, the Buyer must notify the Seller in the shortest possible time. In case the merchandise is incomplete, the Buyer must notify the Seller within five business days; later claims will not be honored.

2. Obligations of the seller

• The Seller, or Seller’s representative, will determine the validity of the claim immediately, or in more complicated cases, within three business days. The time required to determine the validity of the claim for return is not included in the reasonable time necessary for expert evaluation of the defect with respect to the type of product. The return of merchandise, including the removal of the defect, must be completed without delay no later than within thirty days from the date of the claim, unless the Seller agrees with the Buyer on a longer period. Following this period the Buyer has the same rights as if it was not possible to remove the defect.
• The Buyer will be informed of the decision on a claim by electronic mail, unless the party’s agree otherwise.
• If it is determined based on the evaluation of the defect that the claim is not valid, the Buyer agrees to compensate the Seller’s actual and reasonable expenses incurred to evaluate of the defect.
• If the Seller will not be able to resolve the claim within the prescribed legal time, he will timely inform the Buyer about an individual resolution of the claim.

3. Method of handling claims

The claim may be made in the following manner:

• Personally in the showroom or store in Dolní Žďár 74, 363 01 Ostrov nad Ohří, Czech Republic. .

The Buyer is required to present:

• Receipt for the merchandise purchase (original invoice and bill of delivery); and

Description of the merchandise defect (if possible, with photo)

4. Warranty conditions

• The warranty period is 24 months for all merchandise, unless indicated otherwise.
• The warranty period begins when the merchandise is handed over to the Buyer.
• The warranty period is extended by the length of time that the product was in repair during the warranty period. In the case of an exchange of merchandise, the warranty period is not extended and the Buyer receives a new Bill of Delivery and Warranty Card. Any subsequent claim will be processed based upon the new Bill of Delivery and Warranty Card.
• The Buyer will deliver the merchandise being returned at his own expense in its complete form, including accessories, if they were a part of the original purchase, to the warehouse/store of the Seller.

The right to make a claim based on the product warranty expires upon the following events:

• Damage to the product during handling.
• Unprofessional installation, handling, servicing, or use, which is contrary to instructions that came with the product.
• Using the merchandise under conditions whose parameters do not correspond with the parameters stated in the product documentation.
• If the merchandise was damaged by external events (act of God).
• If the merchandise was damaged by excessive weight or by use that is in conflict with the conditions indicated in the documentation.

5. General conditions

• These rules for Returns or Allowances were prepared in compliance with the Civil Code and apply to merchandise for which a claim was made during the warranty period. All sales are evidenced by an invoice and Bill of Delivery which also serves as the Warranty Card, instructions for the use and care of the merchandise, order form, order confirmation, rules for returns and allowances and terms & conditions of purchase. The Buyer confirms his agreement with the warranty conditions by signing the purchase contract in the Seller’s e-shop. If the Buyer is not taking possession of the goods from the Seller, taking possession means the moment when the goods are transferred to the Buyer by the transport company. If the Buyer determines any difference between the Bill of Delivery and the actual goods delivered (for example in the type or quantity of goods), or if he does not receive a correctly completed Bill of Delivery, Buyer is obligated to notify the Seller in writing without delay at the Sellers address, or by email. If he does not notify the Seller, he risks that may not be able to make a claim later.
• These conditions for making a Return or Allowance claim are an integral part of the purchase agreement entered into with the e-shop and shall not be used if the Bayer is not a consumer.