Reklamační řád

Dear Customers,

Even the best craftsmen sometimes make mistakes, and although it does not happen often, occasionally an issue may arise that needs to be resolved. Whether it concerns a problem with your order, delivery, or product quality, we always prefer an individual approach. This certainly does not mean we want to burden you with unnecessary bureaucracy or a complicated complaints process. With us, you can be sure that we will ALWAYS strive to resolve your issue to your satisfaction – as quickly and as practically as possible. Therefore, if you encounter any problem, please contact us. Whether you reach out by email or phone, we will address your issue immediately. We will get back to you as soon as possible with a proposed solution. You can contact us at +420 776 888 359 or by email at info@zmesky.cz.

Complaints

I. GENERAL PROVISIONS

  1. The complaints procedure has been prepared in accordance with Act No. 89/2012 Coll., the Civil Code (hereinafter referred to as the "Civil Code") and Act No. 634/1992 Coll., on Consumer Protection, as amended (hereinafter referred to as the "Act"), and applies to consumer goods (hereinafter referred to as the "Goods") for which the Buyer exercises rights arising from liability for defects during the warranty period (hereinafter referred to as the "complaint").
  2. The Complaints Procedure is an integral part of the General Terms and Conditions. By concluding the purchase contract, the Buyer expresses agreement with the General Terms and Conditions and this Complaints Procedure and confirms that they have been properly acquainted with them.
  3. A customer of the online store is either a Buyer–consumer within the meaning of Section 2(1)(a) of Act No. 634/1992 Coll., on Consumer Protection (hereinafter referred to as the "Buyer–consumer") or a Buyer–entrepreneur who, when concluding and performing the contract, acts within the scope of their business activity (hereinafter referred to as the "Buyer–entrepreneur"). The Buyer–consumer and the Buyer–entrepreneur are hereinafter jointly referred to as the "Buyer".
  4. When concluding and performing the purchase contract, the Seller acts within the scope of their business activity. The Seller is an entrepreneur who directly or through other entrepreneurs supplies products or services to the Buyer.

II. SELLER’S LIABILITY

  1. The Seller is liable to the Buyer that the Goods are free from defects upon receipt. In particular, the Seller is liable that at the time the Buyer received the Goods:
  • the item has the properties agreed upon by the parties, and if no agreement exists, such properties as described by the Seller or manufacturer or expected by the Buyer with regard to the nature of the goods and on the basis of advertising,
  • the item is suitable for the purpose stated by the Seller or for which goods of that kind are usually used,
  • the item corresponds in quality or design to the agreed sample or model, if the quality or design was determined according to an agreed sample or model,
  • the item is in the appropriate quantity, measure, or weight, and
  • the item complies with legal requirements.

A tax document (invoice) is enclosed with the Goods, and for some products a warranty certificate is also included. If no warranty certificate is enclosed, the tax document serves as proof for making a complaint.