The Complaints Procedure specifies the procedure for the customer and HEDVA ČESKÝ BROKÁT s.r.o. in case the customer has a legitimate reason to file a complaint arising from a defect in the sold goods.
Basic conditions for a complaint
1. When choosing goods, the customer must consider the purpose of use, design, type of material, and care instructions.
2. Throughout the use of the product, it is necessary to consider all adverse factors affecting its quality and lifespan, such as excessive use, use for inappropriate purposes, and poor care.
3. It is essential to care for the goods according to the instructions provided on its label, especially for sensitive materials marked with symbols.
Basic conditions for a complaint
1. If a defect occurs in the purchased goods during the warranty period, the customer has the right to file a complaint.
2. A defect is understood as a change (in characteristics) of the goods caused by the use of inappropriate or low-quality material, non-compliance with technology, or inappropriate technology, or, if applicable, inappropriate design.
3. A change cannot be considered a change (in characteristics) of the goods that occurred during the warranty period due to wear and tear, improper use, excessive use, poor care, inappropriate handling, damage by a third party, or any other inappropriate interference, or due to natural changes in the materials from which the goods are made.
4. In the event of a complaint, the customer has the right to remedy the defect and settlement without undue delay, no later than 30 days from the date of the complaint (unless HEDVA ČESKÝ BROKÁT agrees otherwise with the customer). The handling of the complaint will be decided by the head of the store or another competent employee of HEDVA ČESKÝ BROKÁT.
5. Goods for complaint must be clean, dry, hygienically safe; otherwise (dirty, wet, moldy goods), the complaint will be rejected.
Place and method of lodging a complaint
1. The customer can file a complaint at any HEDVA ČESKÝ BROKÁT store, either in person or by mail. The purchase of the complained goods must be proven with a receipt or another suitable method.
2. The store manager or another authorized employee is obligated to address the situation and assess whether the complaint procedure can be initiated. If the store manager or another authorized employee deems the complaint justified, they must provide the customer with confirmation of when the complaint was filed, the subject of the complaint, the desired resolution method, and when and how the complaint was resolved. If the complaint is unfounded, the customer must be provided with a justification for rejecting the complaint.
Deadlines for filing a complaint
1 The right to a complaint must be asserted within 24 months from the date of purchase. A complaint must be filed immediately upon discovering a defect in the goods. Any delay in continuing to use the goods may deepen the defect and depreciate the goods to such an extent that it may not be objectively assessable, which could lead to the rejection of the complaint.
2. The warranty period is not the product's lifespan. The warranty period is a general administrative deadline unrelated to the usual lifespan of a specific product.
1. A removable defect is one that can be rectified by repair without compromising the appearance, functionality, and quality of the goods.
2. In the event of the occurrence and objective assessment of a removable defect, the customer has the right to its free, timely, and proper rectification, no later than 30 calendar days from the date of filing the complaint.
3. If, considering the nature of the defect, it is not unreasonable, the customer may request the replacement of the goods (at the customer's request, it can be replaced with any other goods). If the replacement of the goods is not possible, the customer may withdraw from the contract or request a reasonable discount from the price of the goods.
4. In the case of a removable defect, the customer has the right to exchange the goods (at the customer's request, it can be replaced with any other goods) or to withdraw from the contract if the customer cannot use the goods properly due to the recurring removable defect after repair or if the goods have at least three removable defects at the time of filing the complaint. Recurring defect after repair occurs when the same defect that has been rectified at least twice during the warranty period reoccurs for the third time. The goods are considered to have a higher number of defects if they have at least three removable defects at the time of filing the complaint.
1. A non-removable defect is a defect that cannot be rectified, or its rectification is not practical, considering all relevant circumstances.
2. If it is a non-removable defect that prevents the goods from being properly used as defect-free goods, the customer has the right to demand the exchange of the goods for new flawless ones (at the customer's request, it can be exchanged for any other goods) or to withdraw from the purchase contract.
3. In the case where the nature of the non-removable defect does not hinder the proper use of the goods (e.g., aesthetic defects), and the customer does not request the exchange of goods, they have the right to a reasonable discount from the purchase price or may withdraw from the contract. When providing a discount, the nature of the defect, the degree and manner of wear and tear of the product, the length of its use, and the possibilities of further use are taken into account.
1. The complaint procedure has been developed in accordance with Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection.
2. These complaint conditions are an integral part of the General Terms & Conditions.
This complaint procedure becomes effective as of November 14, 2023.