Complaints procedure

Complaints procedure

This Complaints Procedure regulates the method and conditions of complaints about defects in goods purchased through our company's online store.

svartur sro
ID: 293 77 731

Mánesova812/6, Prague 2, 120 00

Phone number: + 420 777 866 922 from 10 am to 8 pm

1. What defects in the goods are we liable for?

As the seller, we are responsible for ensuring that the goods comply with the contract and are free from defects upon receipt. This means that the goods:

- has the properties that were agreed between us, that we describe or that you could expect given the nature of the goods and based on advertising;

- is in the appropriate quantity, measure or weight, and

- complies with legal requirements.

Differences in color shades in reality and on electronic display devices cannot be considered a defect in the goods.

If a defect becomes apparent within six months of receipt, the goods are deemed to have been defective upon receipt .

We are also responsible to consumers for ensuring that defects do not occur during the warranty period. If you are not a consumer, you are not provided with a quality guarantee. Article 2 applies only to consumers.

2. What is the warranty period?

For consumer goods, the warranty period is twenty-four months from receipt of the goods , unless a longer warranty period is specified on the web interface or in the documents attached to the goods.

3. What rights do you have from defective performance?

In the event that a defect in the goods occurs during the warranty period, you have the right to have us bring the item into a condition consistent with the purchase contract free of charge and without undue delay, at your request either by repairing the goods or by manufacturing new (identical) goods without defects; if such a procedure is not possible, you may request a reasonable discount on the price or withdraw from the contract (i.e. you may request a refund).

You are also entitled to a reasonable discount if we are unable to produce a new item without defects, or if we do not arrange for a remedy within a reasonable time or if arranging a remedy would cause you significant difficulties.

You do not have the right to withdraw from the contract or the right to request the manufacture of a new item if you cannot return the goods in the condition in which you received them (except in cases specified in Section 2110 of the Civil Code).

4. When can rights arising from defective performance not be exercised?

You do not have rights from defective performance if:

- you knew about the defect before taking over the item;

- you caused the defect yourself;

- the warranty period has expired.

The warranty and claims for liability for defects do not apply to:

- wear and tear of the goods caused by their use;

- defects caused by improper use of the goods, failure to follow instructions, improper maintenance or improper storage.

We are not responsible for any injury to persons or damage to property or goods caused by improper handling or misuse of the goods, or negligence.

Please note that we are not liable for defects in goods arising solely as a result of the fact that the electronic data obtained through the order was incomplete or was entered in the wrong format.

5. How to proceed with a complaint?

Please file a complaint with our company without undue delay after discovering the defect.

A complaint can be made in the following way:

- for faster processing, you can inform us about your complaint in advance by phone, email or in writing.

- you deliver the claimed goods (other than cash on delivery, which we do not accept) to our contact address (or to the address of the person designated for repair), to any of our establishments or to the address of our registered office.

When sending, pack the goods in suitable packaging to prevent damage or destruction.

It is advisable to enclose with the goods a proof of manufacture of the goods or a tax document - invoice, if issued, or another document proving the manufacture of the goods, together with a description of the defect and a proposal for how to resolve the complaint. Failure to submit any of the above documents does not prevent the complaint from being processed positively according to legal conditions.

The moment of claiming a claim is the moment when we were notified of the occurrence of a defect and the right to liability for defects in the sold item was exercised.

We will handle received complaints without undue delay, but no later than 30 days from the date of the complaint , unless we agree otherwise. We will issue you with a written confirmation of the complaint's submission and handling.

In the event of a disputed complaint, we will decide whether to accept it within three working days from the date of the complaint.

This Complaints Procedure is valid and effective from April 27, 2018.