How to make a complaint about a purchase or goods in the BalonkyPraha.cz online store

Petr Čermák
IČ:71862013
VAT:CZ8602250404

FORM FOR COMPLAINTS AND RETURNS OF PRODUCTS

I. WITHDRAWAL FROM THE CONTRACT AND RETURN OF GOODS

1.1. The consumer has the right to withdraw from the purchase contract within 14 days of receipt of the goods (for a purchase contract whose subject is several types of goods or the delivery of several parts, from the date of receipt of the last delivery of goods; for a purchase contract whose subject is a regular repeated delivery of goods, from the date of receipt of the first delivery of goods) pursuant to Section 1829, paragraph 1, Act No. 89/2012 Coll., Civil Code. Goods for which this is excluded by law cannot be returned. This applies in particular to the supply of goods or services whose price depends on fluctuations in the financial market, the supply of goods modified according to the consumer's wishes and goods that are subject to rapid deterioration, wear and tear or obsolescence, the supply of audio and video recordings and computer programs if the consumer breaks their original packaging, the supply of goods in sealed packaging that the consumer has removed from the packaging and cannot be returned for hygiene reasons.

1.2. If the consumer wants to withdraw from the contract, we recommend choosing a written form, for example by sending a letter to the seller's address with the following text: "I want to withdraw from the contract dated ....., order number .... and request a refund of the amount paid for the goods to the address (if you request a refund to the account, state the account number). Date and signature". We recommend that the consumer pack and insure the goods being sent back. The goods cannot be sent on delivery - the seller does not accept goods sent in this way. The seller will refund the consumer the financial amounts spent, except for the actual costs associated with returning the goods (shipping and packaging costs, even if not charged), no later than 14 days from the date on which the seller receives the notification of withdrawal from the purchase contract.

1.3. The seller reserves the right not to accept goods sent on delivery.

1.4. Address for returning goods: BalonkyPraha.cz, U Libeňského pivovaru 18, 180 00, Prague 8. Tel.: 774 008 656, e-mail info@balonkypraha.cz

II. WARRANTY

2.1. The seller provides a warranty for the goods sold in accordance with generally binding legal regulations. If the goods are not accompanied by a warranty certificate, the delivery note or sales receipt serves its function. The goods are returned with all additional accessories that were part of the original packaging. The customer shall provide a statement and reason for the complaint for the goods together with the returned goods.

2.2. The warranty applies to manufacturing defects of the products or other defects that were not caused by unprofessional or careless handling, use of the product contrary to its purpose, mechanical damage or wear, poor storage or damage caused by external events and incorrect handling of the product.

2.3. The warranty does not apply to products with the manufacturer's seal removed or mechanically damaged. The seller also has the right to refuse a complaint about the goods in the event of clearly unauthorized handling of the goods that is in conflict with the warranty certificate.

2.4. The place of application of the complaint is the registered office of the seller, published on the website balonkypraha.cz.

2.5. We will handle any complaints to your satisfaction by individual agreement with you and in accordance with the applicable legal system, no later than 30 days from receipt of the complaint.

In the event that a defect occurs during the warranty period, the buyer has the following rights when exercising the warranty, depending on the nature of this defect:

• if it is a removable defect, the right to free, proper and timely removal of the defect, the right to exchange the defective goods, if this is not disproportionate given the nature of the defect, and if such a procedure is not possible, the right to a reasonable discount on the purchase price or the right to withdraw from the purchase contract,
• if it is an irremovable defect preventing the proper use of the goods, the right to exchange the defective goods or the right to withdraw from the purchase contract,
• if it is a removable defect occurring in in large numbers or repeatedly and preventing the proper use of the goods, the right to exchange the defective goods or withdraw from the purchase contract,
• if the defects are irremovable, which do not prevent the proper use of the item and do not require the exchange of the item, the right to a reasonable discount on the purchase price or withdrawal from the purchase contract.

2.6. In the event of a return of goods, the Seller reserves the right not to accept goods sent on delivery.

III. POSSIBILITY OF CLAIMING A CONFLICTION WITH THE PURCHASE CONTRACT

3.1. In the event that the item is not in accordance with the purchase contract upon receipt by the Buyer (hereinafter referred to as the "contradiction with the purchase contract"), the Buyer has the right to have the Seller bring the item into a condition consistent with the purchase contract free of charge and without undue delay, at the Buyer's request either by replacing the item or repairing it; if such a procedure is not possible, the buyer may request a reasonable discount on the price of the item or withdraw from the contract. This does not apply if the buyer knew about the discrepancy with the purchase contract before taking over the item or caused the discrepancy with the purchase contract himself.

Thank you for taking the time to read these terms and conditions,

The BalonkyPraha.cz Team