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Complaint

Inspection of goods and right to complain

The Buyer is obliged to inspect the delivered goods without undue delay and inform the Seller of any defects found within 5 days. If the goods are not in conformity with the purchase contract, the buyer has the right to have them restored to the condition corresponding to the purchase contract free of charge. This shall be done either by replacing the goods or by repairing them as requested by the buyer. If neither of these is possible, the buyer may demand a reasonable discount on the price of the goods or withdraw from the contract. This does not apply if the buyer knew about the breach of the contract of sale before taking delivery of the goods or caused the breach of the contract of sale himself.

Notification to the seller

The buyer must notify the seller of the defects in writing (by e-mail) within 5 days of receipt of the goods. In the written notification, the buyer must specify the defects found. Describe what the defects are and how they manifest themselves. The Buyer shall send the written notification to the Seller's registered office.

Condition of the goods

The Seller shall not be liable for damages resulting from the operation of the products, functional characteristics and damages from the unprofessional use of the products, as well as damages caused by faulty handling. Defects of this origin are not covered by the warranty provided. The goods claimed must be clean and dry, otherwise the claim will be rejected for hygiene reasons.

Annexes to the complaint

The claim must be accompanied by a copy of the invoice with the goods whose defects are claimed. A description of the defect can also be provided, for example the Returns Protocol, which can be found further down this page.

Address for sending complaints

The goods complained of, together with the above mentioned attachments, must be sent to the Seller's registered office: ZOOKEE s.r.o., Milady Horákové 46, 568 02 Svitavy, Czech Republic.

The deadline for making a claim is 24 months from the date of delivery of the goods. The seller has 30 days from the receipt of the complaint to process it, but will try to proceed as quickly as possible.

Method of complaint handling

In the case of a remediable defect in the goods, the customer has the right to have it remedied free of charge, within the statutory time limit and in a proper manner. If the defect is irremediable, the customer has the right to have the goods replaced or to withdraw from the contract. The customer may indicate his/her preferred method of complaint settlement, but the final decision rests with the seller.

Dispute resolution

Any disputes arising from the performance of the order shall be resolved exclusively under the law of the Czech Republic and shall be settled by the competent courts of the Czech Republic.

In the event of a dispute between the consumer buyer and the seller, the consumer may also use the possibility of out-of-court dispute resolution. In such a case, the Buyer Consumer may contact the out-of-court dispute resolution body, which is the Czech Trade Inspection Authority (www.coi.cz) and follow the rules set out there. More information on out-of-court dispute resolution can also be found on the Czech Trade Inspection website. It is also possible to initiate alternative dispute resolution via the online form at https://webgate.ec.europa.eu/odr/.

 

Download: Return Form

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