Complaints Procedure

The Complaints Procedure specifies the procedure of the Buyer if, despite all efforts of the Seller, the Internet Partner sro, ID 25952021, with its registered office at Piletická 486, Hradec Králové, is registered in the Commercial Register maintained by the Regional Court in Hradec Králové, Section C, File 17307, on maintaining the high quality of the goods on offer, the Buyer shall have a legitimate reason to assert rights of liability for defects in the goods sold.     

In the case of products purchased through the online store, the non-entrepreneur-natural person according to the Civil Code has disciple. the right to return the goods within 14 days from the delivery of the goods without giving any reason. The products must not be damaged in any way, bear any signs of use or otherwise degraded and must be packed in the original packaging together with all accessories. All documents, including the invoice, must be attached. Subsequently, the customer will be transferred the appropriate amount, not reduced by postage.


We also provide a free replacement of goods within 14 days of purchase, and within this free exchange, the goods can be shipped to the Buyer 1 time. If the Buyer returns the goods to the Seller within 14 days, the Buyer shall bear the postage costs.



When selecting goods, it is necessary that the selected type and size of the product exactly matches the needs of the Buyer. Before purchasing the product, the buyer will take into account the purpose of use, design, material composition and way of treating the goods. Only goods well-chosen in terms of functional, assortment and size are prerequisites for fulfilling the utility value and the purpose of using the goods. During the entire period of use of the purchased goods, the Buyer must pay sufficient attention to the basic rules of use of these goods. In particular, it is necessary to consider all factors adversely affecting the full functionality and durability of the product, such as: excessive use of the product, use of the product for an improper purpose. Another necessary condition for maintaining good condition of the goods and their functionality is their regular maintenance. It should be noted that improper or inadequate maintenance of the goods will significantly reduce their full functionality and durability.


Introductory Provisions


The Buyer's rights from defective performance (hereinafter referred to as “Complaint”) must always be exercised in accordance with these Complaints Procedure. Matters not regulated by this Complaint Procedure Code are governed by the laws of the Czech Republic. The Seller shall inform the Buyer of these Complaints Procedure in a suitable manner and at the Buyer's request shall submit it to the Buyer in text form. This Complaints Procedure is in accordance with Act No. 89/2012 Coll. Civil Code and Act No. 634/1992 Coll. on Consumer Protection as amended on 1 January 2014.


The seller is not responsible for defects in the following cases:


if the defect is on the item at the time of takeover and for such a defect is negotiated a discount on the purchase price,
        if the goods are used and the defect corresponds to the level of use or wear and tear that the goods had when they were taken over by the buyer,
        the defect is caused by wear and tear caused by normal use, or if it is due to the nature of the thing (eg expiration of service life),
        is caused by Buyer and is caused by improper use, storage, improper maintenance, buyer's intervention, or mechanical damage,
        the defect occurred as a result of an external event beyond the influence of the seller.



The Buyer has the right to lodge a complaint with the Seller, in any of its premises, where acceptance of the complaint is possible with respect to the assortment of the goods being sold, possibly also in its registered office or place of business. The Seller ensures the presence of an employee authorized to receive complaints throughout the business hours. Complaints may also be applied to a person designated for this purpose in the confirmation issued by the Seller to the Buyer, on the receipt or in the warranty certificate, if the designated person is closer to the Seller or the Buyer.


The buyer proves that he has the right to lodge a complaint, in particular to prove the date of purchase, either by presenting a sales document, confirmation of the seller's obligations from defective performance of the warranty card, or. in another credible way. The Buyer is not entitled to make a claim for a defect that has been alleged in the past if it has been granted a reasonable discount on the purchase price.


Time limit for enforcing rights


The Buyer may exercise its rights from defective performance within 24 months of receipt of the goods. In the case of used goods, the deadline for exercising rights from defective performance may be shortened to 12 months; such shortening of the deadline shall be indicated by the Seller in the confirmation of obligations from defective performance or on the sales document. Upon expiry of the deadline, the Seller shall not be entitled to exercise the defect right unless the Parties agree otherwise or the Seller provides a special quality guarantee beyond its statutory obligations.


The Buyer shall assert its rights from defective performance without undue delay after it discovers that the goods are defective. The Seller is not responsible for increasing the extent of damage if the Buyer uses the goods, although he knows about the defect. If the Buyer claims that the defect is justified against the Seller, the time limit for exercising the rights of defective performance shall not run for the period during which the goods are under repair and the Buyer cannot use them.


The Buyer acknowledges that in the case of replacement of goods in the framework of the settlement of the complaint does not run a new deadline for exercising rights from defective performance. The deadline expires 24 months after the takeover after the purchase of the claimed goods. The time limit for the exercise of rights from defects cannot be considered as a determination of the lifetime of the goods, which varies with regard to the characteristics of the product, its maintenance and correctness and intensity of use or agreement between the buyer and the seller.     

Complaint handling


The seller is obliged to decide on the complaint immediately, in more complicated cases within three working days. This period does not include the time required for expert assessment of the defect. The Seller is obliged to issue a written confirmation to the Buyer stating the date and place of the claim, the characteristics of the defect complained of, the required method of settling the claim and the manner in which the Buyer will be informed of its settlement. Complaints, including the removal of defects, must be settled without undue delay, no later than 30 days from the date of claim, unless the Seller and the Buyer agree on a longer period. The expiry of this period in vain is considered a substantial breach of the contract. The Seller is obliged to confirm to the Buyer the manner of handling the claim and its duration in writing. The Buyer shall not be entitled to change the method of settlement of the complaint once the Seller's consent has been granted, unless the method of resolution chosen by the Seller is not possible at all or in a timely manner.


The Buyer is obliged to take over the claimed goods within 30 days from the date when the complaint should have been settled at the latest, after which time the Seller is entitled to charge reasonable stock or sell the goods himself on the Buyer's account. The Seller must notify the Buyer in advance of this procedure and provide the Buyer with a reasonable additional time to accept the goods.


Acceptance Quality


The Seller declares that it will hand over the goods to the Buyer in accordance with the provisions of Section 2161 of the Civil Code, ie:


the goods have properties agreed between Buyer and Seller and, in the absence of an agreement, properties described by Seller or manufacturer or expected by Buyer due to the nature of the goods and their advertising,
        the goods are fit for the purpose stated by the Seller or for which a thing of this kind is usually used,
        the goods are a corresponding quantity, measure or weight and
        goods comply with legal requirements.

If the goods upon receipt by the Buyer do not meet the above requirements, the Buyer has the right to deliver new goods without defects, unless this is unreasonable due to the nature of the item. If the defect concerns only a part of the item, the Buyer may only require replacement of the part; if this is not possible, he may withdraw from the contract and demand full refund of the purchase price. However, if this is disproportionate due to the nature of the defect, especially if the defect can be removed without undue delay, the Buyer has the right to remove the defect free of charge.


If the Buyer does not withdraw from the contract or does not exercise the right to deliver new goods without defects, to replace its parts or to repair, he may claim a reasonable discount on the purchase price. The Buyer is entitled to a reasonable discount even if the Seller is unable to deliver the new goods without defects, replace its parts or repair the goods, or if the Seller fails to rectify the goods within a reasonable time or if the Buyer remedies the Buyer. / p>     

If a defect occurs within six months of receipt, the item shall be deemed to have been defective at the time of receipt.


Seller's liability for a defect that constitutes a material and minor breach of contract


The Seller's liability for defects that constitute a material or minor breach of contract shall apply to defects in the goods occurring within 24 months of receipt, for defects for which the liability for quality at takeover pursuant to Article 5 does not apply. considered a material breach of contract if the Buyer would not conclude the contract if it foresees a defect at the conclusion of the contract, in other cases it is a non-material breach of contract.


If the defect constitutes a material breach of the contract, the Buyer has the right, at its option, to deliver a new item, repair, a reasonable discount or withdraw from the contract (with the right to a refund of the purchase price in full). If the defect is a minor breach of contract, the Buyer has the right to have the defect removed or a reasonable discount.


The Buyer has the right to deliver a new perfect item, to replace a part, to discount a price or to withdraw from the contract, regardless of the nature of the defect, if the Buyer cannot properly use the item for repeated occurrence of the defect.     

Contractual Quality Guarantee


If the Seller has provided a quality guarantee beyond its statutory obligations, its application shall be governed by these Complaints Rules, unless the Seller's obligation of defective performance (warranty card) or the contract provides otherwise.


The buyer may file a complaint with the Czech Trade Inspection Authority.
        In the event that the Parties fail to reach an amicable settlement of their disputes, either of them may apply to the competent court.


Effective 30.08. 2018.