Complaints Procedure

Does the product in your mailbox not match what you dreamed of? You can return goods to us without any problem within 14 days!
The procedure is simple. Write to eshop@papelote.cz and we will reply with instructions on how to proceed.

 

Complaints Procedure

This Complaints Procedure is available at the seller’s registered office or as part of these General Terms and Conditions.

Complaints will be handled in accordance with the seller’s Complaints Procedure and the legal order applicable in the Czech Republic.

Goods can be claimed under warranty from the seller in accordance with the conditions of the Complaints Procedure.

The buyer is obliged to read the Complaints Procedure and the General Terms and Conditions before ordering the goods. By taking delivery of the goods from the seller, the buyer agrees to the Complaints Procedure set out below.

As proof of warranty, the seller issues a purchase document for each item of goods purchased – an invoice with all the particulars of an accounting document and other data necessary for claiming the warranty (name of goods, date, price, quantity, order number).

Warranty period

The warranty period begins on the day the buyer takes delivery of the goods, i.e. the date stated on the invoice. The statutory warranty period is generally 24 months.

The seller will not accept complaints regarding goods made after the above warranty period has expired. Within the statutory warranty period, complaints are governed by the Czech Civil Code (in particular the provisions of Sections 1914 to 1925, Sections 2099 to 2117 and Sections 2161 to 2174 of the Civil Code), taking this Complaints Procedure into account. For an extended period, complaints are governed exclusively by this Procedure.

Warranty conditions

The warranty conditions for the goods are governed by the seller’s Complaints Procedure and the applicable legal regulations of the Czech Republic. The invoice serves as the warranty certificate. We ask the buyer to check the shipment in the presence of the carrier and, if damage to the shipment is found, to make a complaint directly to the carrier. The carrier will then draw up a report of the defect found with the addressee, and the shipment will be returned to the sender. The buyer is entitled to refuse to accept a shipment that does not conform to the purchase contract, for example because it is incomplete or damaged. If the buyer accepts such a damaged shipment from the carrier, the damage must be described in the carrier’s delivery protocol.

An incomplete or damaged shipment must be reported immediately by email to eshop@papelote.cz, a damage report must be drawn up with the carrier, and this must be sent to the seller without undue delay by email or post. A subsequent complaint about incompleteness or external damage to the shipment gives the seller the opportunity to prove that there is no non-conformity with the purchase contract.

The buyer may send defective goods for a complaint by courier service to the address of the establishment. The package should be clearly marked “COMPLAINT” and contain: the goods complained about (including complete accessories), we recommend enclosing a copy of the invoice, a detailed description of the defect and sufficient contact details of the buyer (return address, phone number). Without the above, it is impossible to identify the origin and the defect of the goods. The buyer proves the validity of the warranty by presenting the invoice; if the goods have been the subject of a complaint in the past, the buyer must also present the complaint document. The relevant documents (invoice or complaint document) must bear the same order number.

Furthermore, the warranty does not cover damage caused by:

• careless, inappropriate or forceful mechanical handling

• use of the goods in conditions whose temperature, dustiness or humidity do not correspond to those specified by the manufacturer, where specified

• the goods having been damaged by excessive loading or by use contrary to the conditions stated in the documentation or to general principles

• the goods having been damaged by natural elements or force majeure

Goods submitted for a complaint will be tested only for the defect stated in writing by the buyer (in the complaint form or in the enclosed sheet describing the defect). If it is found that the cause of the problems is not the product complained about but improper handling by the buyer, the complaint will be rejected. If the buyer agrees to a paid repair, it will be charged according to the current valid price list. The seller is liable for hidden defects of the goods that appear upon the buyer’s taking delivery and during the warranty period.

How complaints are handled

If, upon the buyer taking delivery, the item does not conform to the purchase contract (hereinafter a “non-conformity with the purchase contract”), the buyer has the right to have the seller bring the item into conformity with the purchase contract free of charge and without undue delay, either by replacing the item or by repairing it, as the buyer requires. If this is not possible, the buyer may demand a reasonable discount on the price or withdraw from the contract. This does not apply if the buyer knew of the non-conformity with the purchase contract before taking delivery of the item or caused the non-conformity himself.

A non-conformity with the purchase contract that becomes apparent within six months of the day the item was taken over is deemed to have existed already at the time of delivery, unless this is incompatible with the nature of the item or the opposite is proven. In the case of a defect that can be remedied, the buyer has the right to have it remedied free of charge, in good time and properly, and the seller is obliged to remedy the defect without undue delay. Unless it is disproportionate given the nature of the defect, the buyer may demand replacement of the item or, if the defect concerns only a component of the item, replacement of the component. If this is not possible, the buyer may request a reasonable discount on the price of the item or withdraw from the contract. If a discount is granted, the defect cannot be claimed again later.

In the case of a defect that cannot be remedied and that prevents the item from being properly used as an item without defects, the buyer has the right to a replacement of the item or the right to withdraw from the contract. The same rights belong to the buyer if the defects are remediable but the buyer cannot properly use the item because the defect recurs after repair or because of a larger number of defects. In the case of other irremediable defects, if the buyer does not request replacement of the item, the buyer has the right to a reasonable discount on the price of the item or may withdraw from the contract. The seller handles complaints about goods without undue delay, but at the latest within 30 days from the day following the date the buyer made the complaint.

After a justified complaint has been handled, the warranty period is extended by the duration of the complaint. In the case of an unjustified complaint, the warranty period is not extended. If the complaint was resolved by replacement, any further complaint is considered the first complaint about the goods. (The duration of the complaint is counted from the day following receipt to the day the complaint is resolved. Not until pickup by the buyer! The customer is informed of the resolution by the email address provided at the time of purchase.)

After the complaint has been handled, the seller notifies the buyer of the completion of the complaint by phone, SMS or email. If the goods were sent by courier service, they will be automatically sent to the buyer’s address after the complaint has been handled. If the goods complained about are not collected within 60 days of the date the complaint was filed, the seller is entitled, pursuant to Section 2608(1) in conjunction with Section 2159(2) of the Czech Civil Code, to charge a storage fee when the complaint goods are released. The amount of this fee is CZK 10/day, and for goods over 5 kg CZK 20/day.

Withdrawal from the contract

In accordance with Section 1829(1) of the Czech Civil Code, a buyer who is a consumer has the right to withdraw from the purchase contract within fourteen (14) days of receiving the goods.

The buyer must send the notice of withdrawal within 14 days of receiving the goods. The buyer must then send the goods back to the seller within 14 days of withdrawal. If the buyer withdraws from the purchase contract, the buyer bears the costs associated with returning the goods to the seller. The buyer is then entitled to a refund of the shipping costs for the cheapest delivery option offered by the seller (CZK 79).

If the buyer decides to withdraw within this period, the following conditions must be met:

• The goods must be delivered to the dispatch address (Fulfillment CZ s.r.o. (papelote s.r.o), CTPark Prague North – Úžice / Kozomín, 277 45) with the invoice number.

• The goods sent and delivered back to the seller’s address must be undamaged and complete, including accessories and all documents provided and any gifts received with the product. If damaged or incomplete goods are returned, the purchase price will be refunded reduced by an appropriate amount. Do not send goods cash on delivery – they will not be accepted. We recommend insuring the goods.

• If any of the above requirements is not met, the seller has the right to refuse the returned goods or to proportionally reduce the amount to be refunded to the buyer for the goods received.

• The right to withdraw from the contract does not apply to I) the supply of goods or services whose price depends on fluctuations in the financial market independent of the seller’s will, II) the supply of goods modified to the buyer’s wishes, III) the supply of consumable goods and other goods whose use consumes part of their value and which