Complaints Procedure

1. Introductory Provisions

1.1 This complaints procedure regulates the process of claiming goods purchased through our e-shop.

1.2 This complaints procedure is an integral part of the terms and conditions of our e-shop.

2. Rights and Obligations of the Buyer

2.1 The buyer is obliged to check the goods upon receipt and immediately report any defects to the seller.

2.2 The buyer has the right to claim goods that show defects not caused by improper use or wear and tear.

3. Complaint Procedure

3.1 Complaints can be made in writing to the seller's registered office address or electronically to the email address: fp@reda.cz.

3.2 The complaint must include:

• Buyer's name and surname
• Contact details (phone, email)
• Order number
• Description of the defect and, if possible, photographic documentation
• Date of receipt of goods

4. Deadlines for Making a Complaint

4.1 The complaint must be made without undue delay, but no later than 24 months from the date of receipt of the goods.

4.2 The seller is obliged to resolve the complaint within 30 days of its submission.

4.3 If the buyer makes a complaint within the first 12 months from the date of receipt of the goods, the seller can reject the complaint only based on an expert assessment. The cost of this assessment is borne by the seller.

4.4 If the buyer makes a complaint after 12 months from the date of receipt of the goods and the seller rejects it, the seller is obliged to state in the rejection document where the buyer can send the goods for expert assessment. If the expert assessment proves the seller's responsibility for the defect, the buyer can make the complaint again; the cost of the expert assessment is borne by the seller.

5. Method of Resolving Complaints

5.1 In the case of a justified complaint, the buyer has the right to:

• Free repair of the goods
• Replacement of the goods with new ones
• An appropriate discount on the purchase price
• Withdrawal from the contract and refund of the purchase price

6. Costs Associated with Complaints

6.1 In the case of a justified complaint, the seller bears the cost of transporting the goods to and from the seller.

6.2 In the case of an unjustified complaint, the buyer bears the cost of transporting the goods.

7. Possibility of Returning Goods

7.1 The buyer has the right to withdraw from the contract without giving any reason within 14 days of receiving the goods.

7.2 To withdraw from the contract, the buyer can use the withdrawal form available on the e-shop's website.

7.3 The goods must be returned undamaged, in the original packaging, and with all accessories.

7.4 The cost of returning the goods is borne by the buyer.

8. Final Provisions

8.1 This complaints procedure comes into effect on 1.1.2024.

8.2 The seller reserves the right to make changes to this complaints procedure.