Complaint
The supplier provides a warranty for the quality and completeness of the delivered goods. A warranty period individually specified for each product is provided for all goods ordered through the e-shop. The warranty period begins on the day the customer receives the goods. The warranty does not cover normal wear and tear of the goods. The warranty period is extended by the time during which the product was under warranty repair. Acceptance of the goods, payment for the goods, and agreement with the warranty conditions are confirmed by the Buyer’s signature on the delivery note. If the goods are delivered by a carrier in damaged packaging or if the Buyer has doubts that the carrier delivered goods free from defects, the Buyer shall draw up a Complaint Report with the carrier.
1. WITHDRAWAL FROM THE PURCHASE AGREEMENT
1.1. The Buyer acknowledges that pursuant to Section 1837 of the Civil Code, it is not possible, among other things, to withdraw from a purchase agreement for the supply of goods customized according to the Buyer’s wishes or for their person, from a purchase agreement for the supply of goods subject to rapid deterioration, as well as goods irreversibly mixed with other goods after delivery, from a purchase agreement for the supply of goods in sealed packaging which the consumer removed from the packaging and which cannot be returned for hygienic reasons, and from a purchase agreement for the supply of audio or video recordings or computer software if the original packaging has been broken.
1.2. Unless it concerns the case referred to in Article 5.1 or another case where withdrawal from the Purchase Agreement is not possible, the Buyer has, in accordance with Section 1829(1) of the Civil Code, the right to withdraw from the Purchase Agreement within fourteen (14) days from receipt of the goods. If the subject of the Purchase Agreement consists of several types of goods or delivery of several parts, this period begins on the day of receipt of the final delivery of goods. The withdrawal from the Purchase Agreement must be sent to the Seller within the period specified in the previous sentence. To withdraw from the Purchase Agreement, the Buyer may use the sample form provided by the Seller, which forms an annex to the Terms and Conditions. The Buyer may send the withdrawal notice, among other methods, to the Seller’s business premises address or to the Seller’s email address: Rautis a.s., Poniklá 151.
2. TRANSPORT AND DELIVERY OF GOODS
2.1. If the method of transport is agreed upon based on a special request from the Buyer, the Buyer bears the risk and any additional costs associated with this method of transport.
2.2. If the Seller is obliged under the Purchase Agreement to deliver the goods to the place specified by the Buyer in the Order, the Buyer is obliged to accept the goods upon delivery.
2.3. If, for reasons on the Buyer’s side, it is necessary to deliver the goods repeatedly or by a method other than stated in the Order, the Buyer is obliged to pay the costs associated with repeated delivery of the goods or the costs associated with another method of delivery.
2.4. Upon receipt of the goods from the carrier, the Buyer is obliged to inspect the integrity of the packaging and, in the event of any defects, immediately notify the carrier. If damage to the packaging indicating unauthorized access to the shipment is discovered, the Buyer does not have to accept the shipment from the carrier.
2.5. Further rights and obligations of the parties related to the transport of goods may be regulated by the Seller’s special delivery conditions, if issued by the Seller.
3. RIGHTS ARISING FROM DEFECTIVE PERFORMANCE
3.1. The rights and obligations of the contracting parties regarding rights arising from defective performance are governed by the relevant generally binding legal regulations (in particular Sections 1914 to 1925, 2099 to 2117, and 2161 to 2174 of the Civil Code).
3.2. The Seller is liable to the Buyer that the goods are free from defects upon receipt. In particular, the Seller is liable to the Buyer that at the time the Buyer received the goods:
3.2.1. the goods have the properties agreed upon by the parties, and if no agreement exists, they have the properties described by the Seller or manufacturer or expected by the Buyer with regard to the nature of the goods and based on advertising carried out by them,
3.2.2. the goods are fit for the purpose stated by the Seller for their use or for which goods of this type are usually used,
3.2.3. the goods correspond in quality or design to the agreed sample or template if the quality or design was determined according to an agreed sample or template,
3.2.4. the goods are in the appropriate quantity, measure or weight, and
3.2.5. the goods comply with legal regulations.
3.3. The provisions stated in Article 7.2 of the Terms and Conditions shall not apply to goods sold at a lower price due to a defect for which the lower price was agreed, to wear and tear caused by normal use, to used goods with a defect corresponding to the degree of use or wear present when accepted by the Buyer, or if it follows from the nature of the goods.
3.4. If a defect appears within six months from receipt, the goods are deemed to have been defective already upon receipt. The Buyer is entitled to claim rights arising from a defect occurring in consumer goods within twenty-four months from receipt.
3.5. The Buyer exercises rights arising from defective performance with the Seller at the Seller’s business premises where acceptance of complaints is possible with regard to the range of goods sold, or possibly at the Seller’s registered office or place of business. The moment when the Seller receives the complained goods from the Buyer is considered the moment when the complaint is lodged.
3.6. Further rights and obligations of the parties related to the Seller’s liability for defects may be regulated by the Seller’s complaint procedure.
Download the complaint form here.