Returns and refunds

General information

This Complaints Policy applies to and is binding for transactions made on the krasopiska.cz web server (online store or e-shop), the Seller is A natural person doing business according to the Trade Act; Eliška Maděričová, ID: 10984224 and the Buyer appears on the other side.

By sending the order, the Buyer expresses his agreement with the conditions of the complaint stated here.

All complaint processes are governed by the applicable legislation of the Czech Republic and are binding for all parties involved.

Address for sending the claimed goods (service point)

Eliška Maděričová

Kozmice 2
29413, Strážiště

Address for exercising rights from defective performance

Eliška Maděričová
Kozmice 2
29413, Strážiště

Or any e-mail address of the Selling Company.

The Buyer will use the accompanying letter sent by postal services, which will contain all the necessary information such as the type of complaint, identification of the Buyer and the claimed goods.

Procedure for exchanging goods

The provisions of this part of the Complaints Regulations ("Procedure for the exchange of goods") apply only in the case when the buyer is the Consumer, unless otherwise specified.

If you have ordered goods that do not fit you or are not exactly to your liking, we will be happy to exchange them for others. If you decide to exchange, you must comply with the following basic conditions:

  1. The goods must be sent to us no later than the 14th day after physical acceptance of the shipment.
  2. The goods must be complete, unused, undamaged, with original tags, able to be resold.
  3. The shipment heading back to us must contain information letter with a request to resolve the situation. Alternatively, sending the request by e-mail can be accepted.
  4. The package must not be sent cash on delivery. In that case, it will not be accepted.
  5. The costs associated with sending the goods back are paid in full by the buyer.

In your own interest, we recommend sending the package to the address of the store by registered mail, with insurance for the value of the goods. In the event of loss or deterioration, you may be able to claim compensation for damage caused to the shipment with the carrier with the shipment reference number.

After checking the integrity and correctness of the goods, an exchange for the goods requested by you will be carried out. The exchanged goods will be sent to your address. In the event that the price of the goods requested by you differs from the price of the goods originally purchased, this difference in price will be invoiced to you or refunded upon receipt of the goods together with the shipping costs.

If any of the above conditions are not met, we will not be able to accept your exchange request and the goods will be returned.

Procedure for returning goods (withdrawal from the contract)

The provisions of this part of the Complaints Regulations ("Procedure for returning goods") apply only when the Buyer is a Consumer, unless otherwise specified.

In accordance with § 1829 of the Civil Code, the Buyer has the right to withdraw from the purchase contract without giving a reason within 14 days of receiving the goods. If you decide to withdraw, you must comply with the following basic conditions:

  1. The goods must be sent to us no later than the 14th day after sending the withdrawal from the purchase contract.
  2. The goods must be complete, unused, undamaged, preferably in the original packaging. The goods must be able to be resold.
  3. The return shipment to us should include an information letter requesting a refund.
  4. If the order included a free gift, the customer must also return the free gift. The returned gift must also comply with point 2 of these rules.
  5. The package must not be sent cash on delivery. In that case, it will not be accepted.
  6. The costs associated with sending the goods back are paid in full by the buyer.

In your own interest, we recommend sending the package to the address of the store by registered mail, with insurance for the value of the goods. In the event of loss or deterioration, you may be able to claim compensation for damage caused to the shipment with the carrier with the shipment reference number.

A refund will be issued after the integrity and correctness of the goods have been checked. Together with the purchase price of the goods, you will also be refunded the costs of delivering the goods (ie delivering the goods from the Seller to the Buyer). If you have chosen a different method of delivery than the cheapest one offered, we will refund you the cost of delivery of the goods in the amount corresponding to the cheapest method of delivery of the goods.

The amount will be returned in the same way as we received the funds from you based on the purchase contract. However, when returning goods, we allow you to choose to return the funds to others, either in the manner indicated by you:

  1. by cashless transfer to the account

The amount paid will be returned within the statutory 14-day period, but not before the Buyer hands over the goods or proves that he has sent the goods.

If any of the above conditions are not met, we will not be able to accept your refund request. In the event that the returned goods are worn or damaged by handling other than what is necessary with regard to their nature and characteristics, the Buyer's right to withdraw from the contract does not expire. However, the Buyer is liable to the Seller for the reduction in the value of the goods, which is the result of handling the goods in a way other than what is necessary for the Buyer to familiarize himself with the nature, properties and functionality of the goods. In such a case, the Seller is entitled to compensation for the difference between the price of the goods and the usual price of the returned goods. The Buyer will therefore be refunded the price of the goods less the Seller's claim, of which the Buyer will be notified in advance. In such a case, the Seller will also allow the Buyer to withdraw his withdrawal from the contract. In case of withdrawal of withdrawal from the contract, the Buyer bears all costs for the delivery of the goods back to the Buyer.

In case of withdrawal from the contract due to defective performance, the Buyer also has the right to reimbursement of the costs of this withdrawal.

Procedure for claiming damaged goods (quality guarantee, liability for defects upon receipt of goods)

Quality guarantee

As a guarantee for quality, the Seller undertakes that the goods will be suitable for use for the usual purpose during the warranty period and that they will retain their usual properties. The length of the warranty period in the case of a Buyer who is a Consumer is 24 months, unless otherwise specified. The length of the warranty period in the case of a Buyer who is an Entrepreneur is 12 months, unless otherwise specified. An exception may be goods sold at a discount (damaged, used, incomplete goods, etc. - such a characteristic is always indicated on the goods - if not, it is considered that the goods are new, undamaged and complete). In the case of used goods, and goods sold at a lower price due to defects or incompleteness, the Seller does not provide a quality guarantee.

Taking over the quality guarantee does not affect the Buyer's rights from defects that the goods have when the Buyer takes over the goods.

The warranty period starts from the day the goods are received by the Buyer. The warranty does not cover (in the event that such activity is not a normal activity, and at the same time is not prohibited in the instructions for use) to damage caused in particular (warranty exclusions):

  • Mechanical damage to goods.
  • By using the goods in conditions that do not correspond to the environment that is directly determined by the Seller or the manufacturer.
  • Unprofessional handling, service, or neglect of the care of the goods.
  • The goods have been damaged by excessive loading or use contrary to the conditions specified in the documentation or general principles.
  • By performing an unqualified intervention or changing parameters.
  • Goods that have been modified by the customer, if a defect has arisen as a result of this modification.
  • The goods were damaged by natural elements or force majeure.

These restrictions do not apply if the characteristics of the goods, which are in conflict with the above conditions, have been expressly agreed by the Buyer and the Seller, exchanged or declared by the Seller, or if they can be expected due to the advertising carried out or the usual way of using the goods.

As proof of warranty (warranty certificate), the Seller issues a purchase document (in particular, an invoice) for each purchased item with all the necessary data required by law to apply the warranty. At the Buyer's request, the Seller will provide a written guarantee (warranty certificate). The warranty card contains the business name of the Seller, its identification number and registered office. However, by default, if the nature of the item allows it, the Seller issues a proof of purchase of the item containing the specified data to the Buyer instead of a warranty certificate.

If it is necessary with regard to the warranty provided, the Seller will explain the content of the warranty in a comprehensible manner, state its scope, conditions, period of validity and the way in which claims resulting from it can be asserted. At the same time, in the warranty certificate, the Seller states that the provision of the warranty does not affect the Buyer's rights related to the purchase of the item.

Extended warranty - this warranty must always be in accordance with the warranty conditions given by the manufacturer and any related advertisement, in which case the warranty certificate always contains the above-mentioned details and is issued in accordance with the above-mentioned conditions. The warranty period is further extended by the period during which the goods were under complaint. Warranty rights expire if not exercised within the warranty period.

Liability for defects upon receipt of goods

The provisions of this part of the Complaints Regulations ("Liability for defects upon receipt of goods") do not apply in the event that the Buyer is an Entrepreneur and when concluding the contract it is clear from the circumstances that the purchase also relates to his business activity.

The Seller is responsible to the Buyer that the goods are free of defects upon receipt. In particular, the Seller is responsible to the Buyer that at the time the Buyer took over the goods,

  • the goods have the properties agreed upon by the parties and, in the absence of an agreement, such properties that the Seller or the manufacturer described or that the Buyer expected with regard to the nature of the goods and based on the advertising carried out by them,
  • the goods are suitable for the purpose that the Seller states for their use or for which goods of this type are usually used,
  • the quality or design of the goods corresponds to the contracted sample or model, if the quality or design was determined according to the contracted sample or model,
  • is the goods in the corresponding quantity, measure or weight and
  • the goods comply with the requirements of legal regulations.

The buyer is entitled to exercise the right from a defect that occurs in the goods within 24 months of receiving the goods. The exception is goods sold at a discount (damaged, used, incomplete goods, etc. - such characteristics are always indicated on the goods - if they are not, they are considered to be new, undamaged and complete goods). If the goods are used, the Seller is not responsible for defects corresponding to the degree of use or wear and tear the goods had when the Buyer took them over, and the rights from liability for the defects of the goods will expire if they have not been claimed within 12 months from the date of acceptance of the goods by the Buyer. The Seller will state this time in the document on the sale of the item and clearly enough for the offered goods and in the order confirmation. In the case of goods sold at a lower price due to a defect or incompleteness, rights from defects do not apply to defects for which a lower price was negotiated.

If a defect becomes apparent within six months of receipt, it is considered that the goods were already defective upon receipt. The Buyer is obliged to inspect the goods as soon as possible after taking them over and to report any defects to the Seller without undue delay after taking over the goods. The Buyer's rights from defective performance do not expire by late application of defects, however, the Seller can prove that he is not responsible for the defects of the goods.

The right of defective performance does not belong to the Buyer, if the Buyer knew before taking over the goods that the goods were defective, or if the Buyer caused the defect himself. The provision of the Complaints Regulations on exclusions from the warranty shall be applied accordingly.

Complaint

In the case of defects that occur during the warranty period or defects that the goods had upon receipt, the buyer is entitled to claim the goods from the Seller.

In case of uncertainty as to whether the goods meet the conditions for a valid complaint, you can consult with the Seller about the type of defect or the next procedure by calling 777110622 or by e-mail at eliska@krasopiska.cz, where you can also attach photos of the damaged area for assessment.

If you decide to hand over/send the goods in person for a claim, you must comply with the following basic conditions:

  1. Claimed goods should be thoroughly secured to prevent damage during transport.
  2. The shipment heading back to us should contain an information letter with a claim request. An information letter sent via e-mail can also be accepted and must contain the necessary information to identify the Buyer and the claimed product to which the claim relates.

Without the above, it is impossible to identify the origin and defects of the goods. The Seller will issue written confirmation to the Buyer-Consumer about when the claim was made, what it contains, what method of handling the claim is required, by e-mail immediately after receiving the claim (in the case of a personal claim, it is forwarded immediately).

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 for the type of product or service required for expert assessment of the defect. The Seller will handle the complaint, including the removal of the defect, without undue delay, no later than 30 days from the date of the claim. The period of 30 days can be extended after making a complaint by agreement with the Buyer-Consumer - such an extension must not be indefinite or unreasonably long. After the expiration of this period, it is considered that the defect in the goods really existed and the Buyer-Consumer has the same rights as if it were a defect that cannot be removed. This period is not binding on the Buyer Entrepreneur, when the complaint will be decided no later than 40 days from the date of application of the complaint. The result of the complaint procedure is, and the Buyer is entitled to choose, depending on the nature of the defect, the following claims:

  • Repairing damaged goods if possible
  • Replacement of a defective part of the product
  • Replacement of the claimed product with a new one (piece for piece) - if it is not unreasonable due to the nature of the defect
  • Exchange of goods for other new goods - if this is not unreasonable due to the nature of the defect
  • Discount from the purchase price
  • Refunds – ie. withdraw from the purchase contract (i) if repair or replacement of a part of the goods is not possible, (ii) in the case of repeated (at least three cases) occurrence of the same defect for which the goods cannot be used properly (iii) if the defect is a substantial breach of contract. The purchase price will be returned to the Buyer:
    • by cashless transfer to the account

After handling the complaint, 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 processing.

The Seller will issue a confirmation to the Buyer of the date and method of settlement of the complaint, including a confirmation of the repair and the duration of the complaint, or justification of the rejection of the complaint.

In case of a recognized claim, the buyer has the right to pay the costs associated with sending the goods, to the lowest possible extent for a safe shipment. In the event of withdrawal from the contract due to a defect in the item, the Buyer-Consumer also has the right to reimbursement of the costs of this withdrawal. These amounts must be demonstrably documented by the Buyer. In the event of an unauthorized complaint, the Buyer is not entitled to payment of expenses associated with sending the goods for complaint.

In the event of an unauthorized claim, the claimed goods will be returned to the Buyer without repair/replacement.

Final Provisions

Buyer The consumer has the right to an out-of-court settlement of a consumer dispute from a purchase contract according to § 20d of Act No. 634/1992 Coll., on consumer protection. The authorized entity for the out-of-court settlement of consumer disputes is the Czech Trade Inspection with its registered office in Prague 2, Štěpánská 567/15, ZIP Code 120 00, www.coi.cz

This Complaints Policy is valid and effective from 9/3/2017 and cancels its previous wording, while it is available at the Seller's registered office and place of business or electronically on the website krasopiska.cz