Complaints procedure

Claims for defective goods are governed by the relevant provisions of the New Civil Code and the Consumer Protection Act and apply to consumer goods for which the buyer exercises rights under the warranty period for defects.

If it is determined that the defect constitutes a material breach of the contract (based on the assessment of a responsible employee of Papírna Stationery s.r.o., or the supplier or manufacturer, if required by the nature of the product), the goods will be replaced with a new item, or the full purchase price already paid will be refunded. In such cases, the shipping cost will also be refunded against the tax document. The shipping refund will correspond to the cost of the cheapest available delivery method for the goods.

Warranty claims do not apply in cases where the defect or damage occurred due to:

(Here, the list of specific exclusions would follow.)

• proven unauthorized tampering with the device, a natural disaster, or mechanical damage
• proven improper use
• use in violation of the instructions for use or the guidelines indicated on the packaging.nebo v záručním listu zboží
   
• proven use in conditions unsuitable in terms of temperature, dust, or humidity
• chemical and mechanical environmental influences not intended by the manufacturer or clearly implied by the nature of the item

• use contrary to generally accepted rules of use

The seller’s liability for defects does not cover wear and tear caused by normal use, goods sold at a reduced price for a defect for which the lower price was agreed, or used goods for defects corresponding to the degree of use or wear the goods had at the time of purchase.

For gifts provided by the seller to the buyer free of charge as part of a purchase agreement for other paid goods, no warranty or liability for defects beyond the legal requirements applies. In the event of withdrawal from the purchase agreement, the buyer is obliged to return the gifted goods to the seller in their original condition.

In the case of defective performance that constitutes a material breach of the contract, the buyer is entitled to:

1. have the defect remedied by repairing the item
2. have the defect remedied by delivering a new, defect-free item or by supplying the missing item
3. a reasonable discount on the purchase price, or
4. withdrawal from the contract

1. HOW TO CLAIM DEFECTIVE GOODS

1.1 Complaint (notification) of defective goods
1.1.1 The buyer is obliged to claim (notify) defects of the goods at the seller’s stores and warehouses, as specified in the seller’s General Terms and Conditions (Article 7.6).

1.1.2 The buyer is obliged to send or otherwise deliver the claimed goods to the seller without undue delay after discovering the defect. The period during which the buyer is delayed in sending the goods to the seller is not counted toward the time limit for processing the claim.
1.1.3 The buyer is obliged to prepare the claimed goods for shipment in such a way that they are not damaged during transport and must also label the goods according to their nature (e.g., fragile). The risk of damage to the item remains with the buyer until it is delivered to the seller. The buyer is also required to provide a written description of how the defect manifests (and, if applicable, how it occurred).
1.1.4 The buyer is obliged to deliver the claimed goods to the seller in a clean condition.
1.1.5 If the goods show obvious defects (for example, a damaged transport package) upon receipt, according to the concluded purchase agreement, the buyer has the right to refuse to accept the goods. In such a case, the goods will be returned to the seller. The seller is obliged to rectify the issues and resend the goods to the buyer as soon as possible.
1.1.6. The seller is not obliged to satisfy the buyer’s claim if the seller can prove that the buyer knew about the defect before taking delivery or caused it themselves.

2. PROCESSING OF CLAIMS BY THE SELLER

2.1.A claim submitted by the buyer = consumer must be processed by the seller no later than 30 days from the date the claim is made, taking into account the time required for the buyer to send the goods. In justified cases, the seller is entitled to request that the buyer agree to a longer period. The seller will inform the buyer of the outcome of the claim by email, using the email address provided by the buyer when concluding the purchase agreement. In the case of sending the claimed goods to the seller, the date of receipt of the last component of the goods by the seller is considered the date the claim was received. The date the claim is considered resolved is the date the buyer – consumer is notified by the seller of how the claim has been handled.
2.2. When a claim is submitted by the buyer – consumer, the seller shall provide the buyer with a written confirmation stating the date the goods were claimed, the content of the claim, and the method of resolution requested by the buyer. The seller shall also provide confirmation of the date and method of handling the claim, including confirmation of any repairs carried out and their duration, or, if applicable, a written justification for rejecting the claim.
2.3. In the case of a claim sent to the seller by mail, the seller is obliged to send the buyer a written claims form. The form must include the buyer’s first and last name, correspondence address, and email address.
2.4. The obligation to complete a claims form also applies to other persons designated to carry out the repair.
2.5. The buyer is obliged to collect the claimed goods no later than one month after the expiry of the period in which the claim should have been resolved, or, if it was resolved later, within one month of being notified of the resolution, unless otherwise agreed between the seller and the buyer. If the buyer does not collect the claimed goods within this period, the seller is entitled to a storage fee of CZK 50 for each day of delay in collecting the goods.

3. SELLER’S ADDRESS

Papírna Stationery s.r.o.
Františka Křížka 1133/8, 170 00, Praha 7
info@papirna.cz

4. FINAL PROVISIONS

4.1 This complaints procedure comes into effect and becomes valid on May 1, 2019.

Papírna Stationery s.r.o. reserves the right to amend or supplement the wording of the complaints procedure at any time. Any changes or additions take effect on the date they are published on the website papirna.cz.