Gondarika

 

Complaints Procedure
Introductory provisions
These complaint rules relate to the business conditions of Štěpán Kotouč - Gondarika.com,
IČO: 88876209, with its registered office at Lipenská 943, Prague 4 Hrnčíře, 14900, entered in the Commercial Register.

Defined terms stated in the general terms and conditions have the same meaning in these Complaints Rules.
 
When can I claim the purchased Goods?
If there is a defect in the Goods that is not caused by normal wear and tear or improper use, the Goods may be claimed during the warranty period, which begins on the day of receipt of the Goods by the Buyer, which is the date stated on the proof of purchase of the Goods. The buyer is entitled to exercise the right from defective performance within:
for new Goods 24 months;
for used Goods 12 months. Used Goods means only Goods that are marked as such.
The above warranty period applies unless the Seller and the Buyer agree on a different length of warranty period.
 
How long does it take to process a complaint?
The seller will decide on the complaint immediately, if it is a more complex case, it will decide within a maximum of three working days. This period does not include the time appropriate to the type of product or service required for a professional assessment of the defect. The complaint, including the elimination of the defect, will be settled without undue delay, no later than 30 days from the date of the complaint, unless the Seller and the Buyer agree on a longer period. The complaint will be resolved in one of the following ways:
repair of goods
exchange of goods for new ones
providing a discount on goods
refund for purchased goods
If the complaint is evaluated as a material breach of the purchase contract (the Goods do not meet the parameters for which you purchased the Goods or parameters that are essential for the Goods), you can choose any of the above solutions to the complaint, in other cases the Buyer is entitled to repair the goods or providing a discount on the Goods.
 
Where can I file a complaint?
You can send the goods by post or another transport company to the Seller's address. Pack the goods securely and attach the completed complaint form to the shipment, which you will in Terms and Conditions section of this Website.

When making a complaint, the Buyer will receive a written confirmation of the complaint, the so-called complaint protocol, which serves as a confirmation when handling the complaint. If the Buyer has sent the Goods for complaint via the transport service, he will receive a complaint protocol by e-mail.
 
Must the Goods be packed in the original packaging?
You do not have to send the Goods in the original packaging, but you must prove that you actually bought the Goods from the Seller, this can be done by a receipt, invoice or account statement and together with the Goods send the Seller all accessories that were delivered with the Goods.
 
Will I pay anything for the complaint?
The Buyer has the right to reimbursement of the postage fees for sending the claimed Goods. The Buyer must request reimbursement of these costs without undue delay, but no later than one month from the end of the period for exercising the rights arising from defective performance.
 
In which case will the complaint be rejected?
If the Goods have been damaged demonstrably by improper use (e.g. use contrary to the instructions given in the instructions for use or on the packaging of the Goods or with common usage expectancy).
If there have been demonstrably illegal interference with the Goods.
If the warranty period has expired.