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If the item is faulty, simply send it back to us. Add a cover letter to the package (order number, what's wrong with the item, refund account number) and send it to our partner's address:
PCNET group as
571 01 Moravská Třebová
We will resolve, repair, exchange or refund you within 30 days .
A complaint is a defect that arose on the product due to a manufacturing defect . That is, if the product contains a manufacturing defect and this defect manifests itself when using the product.
Defects that arise from normal wear and tear, excessive use, or use contrary to the instructions for use. Furthermore, also by mechanical damage that is not caused by a defect in the material. A defect that arises due to non-compliance with the instructions for correct use cannot be considered a complaint either.
The clothes you bought don't fit, or are you unsatisfied with the goods for some reason? Simply send it back to us…
· in original packaging
· with tags
· with an attached cover letter (order number, for which item you want to exchange the unsatisfactory item, account number for refund or possible overpayment)
... to the address of our partner:
PCNET group as
571 01 Moravská Třebová
When receiving the goods from the carrier, please check the delivered goods carefully.
Do not accept a shipment that shows signs of damage.
If the goods are damaged, although the packaging was intact, it is necessary to inform either the transporter or our company about this fact as soon as possible, depending on the type of transport you have chosen.
· Czech Post: notify in person on the day of delivery at any post office branch
· DPD: notify within 2 working days on tel. 841 700 700.
This complaint advice, adopted in accordance with the relevant provisions of Act No. 89/2012 Coll., the Civil Code (hereinafter referred to as the "Civil Code") and Act No. 634/1992 Coll., on consumer protection, as amended (hereinafter referred to as the "Act on consumer protection"), is valid and effective from 1 October 2021 and applies to the conclusion of all purchase contracts between the company Frike s.r.o., IČO: 17234247, Práčská 1881/14, Záběhlice (Prague 10), 106 00 Prague, registered in commercial register maintained by the Municipal Court in Prague, file number C 368545 ("Seller"), and by the end customer - consumer ("Buyer") realized in any of the Seller's stores and are an integral part of every purchase contract concluded between the Seller and the Buyer for new goods (" Purchase Agreement"), unless the parties have expressly agreed on a different arrangement.
This complaint procedure applies to all the company's establishments.
The buyer's rights from defective performance (hereinafter referred to as "complaint") must always be exercised in accordance with this complaint regulation. Matters not regulated by this complaint procedure are governed by the legal system of the Czech Republic. The seller will familiarize the buyer with this complaint procedure in an appropriate way and, at the buyer's request, will hand it over to him in text form, or explain in an understandable way the content, scope, conditions and duration of his responsibility for rights from defective performance, as well as the way in which the rights arising from it can be exercised.
The seller is not responsible for defects in the following cases:
· if it is a defect in the goods sold, as a result of which a lower price was agreed upon,
· if the goods are used and the defect corresponds to the degree of use or wear and tear the goods had when the buyer took them over,
· is caused by the buyer and was caused by improper use, storage, improper maintenance, intervention by the buyer or mechanical damage,
· if it is a defect of the goods consisting of its wear and tear caused by its usual use,
· the defect arose after taking over the goods as a result of an external event beyond the Seller's influence,
· if this results from the nature of the goods.
Making a complaint
The buyer has the right to file a complaint with the seller, in any of his establishments, in which acceptance of the complaint is possible with regard to the range of goods sold, or even at his headquarters or place of business. The seller ensures the presence of a worker authorized to receive complaints during the entire operating time. The complaint can also be made to the person designated for this purpose in the confirmation issued by the seller to the buyer, on the receipt or in the warranty card, if the designated person is at the seller's location or at a location closer to the buyer.
The buyer is obliged to prove that he has the right to make a claim, in particular to document the date of purchase, e.g. by presenting a sales document, a confirmation of the seller's obligations from defective performance of the warranty card, or in another plausible way. The buyer is not entitled to make a claim for a defect that has already been pointed out in the past, if a reasonable discount from the purchase price has been provided for it.
If the exercise of the right due to defects should cause significant difficulties for the consumer, especially because it is not possible to transport the item to the place of application of the complaint in a normal way, the seller will assess the defect in agreement with the buyer either on the spot or in another way. In such a case, the buyer is obliged to provide the seller with the necessary cooperation.
Deadline for exercising rights
The buyer can exercise his rights from defective performance within 24 months of taking over the goods. For used goods, the period for exercising rights from defective performance can be shortened to 12 months, such shortening of the period will be indicated by the seller in the confirmation of obligations from defective performance or on the sales document. After the expiration of the period, the right from defects cannot be exercised with the seller, unless the contractual parties agree otherwise or the seller or the manufacturer provides a special guarantee for quality beyond the scope of his legal obligations.
If the nature of the purchase allows it, the buyer has the right to have the goods checked in front of him or to have his functions demonstrated. If possible, the buyer inspects the goods as soon as possible after taking them over and makes sure of their properties and quantity. The buyer shall exercise his rights from defective performance without undue delay after discovering 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 legitimately claims a defect against the seller, the period for exercising rights from defective performance does not run for the period during which the goods are being repaired and the buyer cannot use them.
The buyer acknowledges that in case of exchange of goods as part of handling a complaint, there is no new deadline for exercising rights from defective performance. The period ends 24 months after the receipt of the claimed goods.
The seller is obliged to decide on the complaint immediately, in more complex cases within 3 working days. This period does not include the time required for a professional assessment of the defect. The seller is obliged to issue a written confirmation to the buyer stating:
· date and place of application of the claim, characteristics of the alleged defect,
· the buyer's requested method of settlement of the claim a
· the way in which the buyer will be informed about its settlement,
· confirmation of the date and method of handling the complaint, including confirmation of the repair and its duration, or written justification for the rejection of the complaint.
The seller or an employee authorized by him will decide on the complaint immediately, in complex cases within three working days. This period does not include the time appropriate for the type of product or service required for a professional assessment of the defect. The complaint, including the removal of the defect, must be handled 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. If the last day of the deadline falls on a Saturday, Sunday or holiday, the last day of the deadline is the next working day. The futile expiration of this period is considered a material breach of the purchase contract. The seller is obliged to confirm in writing to the buyer the method of settlement of the complaint and its duration. The buyer is not entitled to change the once-selected method of settlement of the complaint without the consent of the seller, except in situations where the chosen method of settlement cannot be carried out at all or in time.
The buyer is obliged to take over the claimed goods within 30 days from the date on which the claim should have been settled at the latest, after which time the seller is entitled to charge a reasonable storage fee or to sell the goods himself at the buyer's expense. The seller must inform the buyer about this procedure in advance and provide him with a reasonable additional period to take over the goods.
Quality upon receipt
· The Seller is responsible to the Buyer that the goods upon acceptance by the Buyer, by which the Buyer acquires the ownership right to them, have no defects. In particular, the Seller is responsible to the Buyer that, at the time the Buyer took over the item: the goods have the properties that the buyer and the seller have agreed upon, and if there is no agreement, such properties that the seller or the manufacturer has described or that the buyer expected with regard to the nature of the goods and based on advertising carried out by them,
· the goods are suitable for the purpose stated by the seller for their use or for which a thing of this type is usually used,
· the goods are things in the corresponding quantity, measure or weight and
· the goods comply with the requirements of legal regulations.
In the event that the goods upon acceptance by the buyer do not meet the above requirements, the buyer has the right to delivery of new goods without defects, if this is not unreasonable due to the nature of the item. If the defect concerns only a part of the thing, the buyer can only demand the replacement of the part; if this is not possible, he can withdraw from the contract and demand a 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. The buyer has the right to deliver new goods or replace a part even in the case of a removable defect, if he cannot use the goods properly due to the repeated occurrence of the defect after repair or due to a larger number of defects. In such a case, the buyer has the right to withdraw from the contract.
If the buyer does not withdraw from the contract or if he does not exercise the right to deliver new goods without defects, to replace a part of it or to repair it, he can demand a reasonable discount from the purchase price. The buyer has the right to a reasonable discount even if the seller cannot supply him with new goods without defects, replace its part or repair the goods, as well as if the seller does not remedy the situation in a reasonable time or if the remedy would cause significant difficulties for the consumer.
If a defect becomes apparent within six months of receipt, it is considered that the item was already defective upon receipt.
Seller's liability for a defect that is a material and non-material breach of contract
The seller's liability for defects that are a material or non-material breach of the contract shall apply to product defects that occurred within 24 months of acceptance, for defects for which the responsibility for quality upon acceptance does not apply in accordance with Article 5 of the Complaints Regulations. A defect is considered a material breach of contract if the buyer would not have concluded the contract if he had foreseen the defect when concluding the contract, in other cases it is a defect that is not a material breach of contract.
If the defect is a substantial breach of the contract, the buyer has the right to deliver a new item, a repair, a reasonable discount or to withdraw from the contract with the right to a full refund of the purchase price. If the defect is a minor breach of contract, the buyer has the right to remove the defect or a reasonable discount.
The buyer has the right to the delivery of a new flawless item, replacement of a part, price discount or withdrawal from the contract, regardless of the nature of the defect, if he cannot properly use the item due to the repeated occurrence of the defect after repair or due to a larger number of defects.
Claims and dispute resolution costs
If the complaint is recognized as justified, the buyer has the right to reimbursement of the costs incurred in connection with the exercise of his right.
In the event that the seller rejects the claim as unjustified, the buyer, or by agreement with the seller, both parties, can turn to a forensic expert in the field and request the processing of an independent expert assessment of the defect.
According to the Consumer Protection Act, the buyer as a consumer has the right to an out-of-court settlement of a consumer dispute arising from a purchase contract or a contract for the provision of services. The subject of out-of-court settlement of consumer disputes is the Czech Trade Inspection, Štěpánská 567/15, 120 00 Prague 2, website: http://www.coi.cz.
Contractual guarantee for quality
If the seller has provided a quality guarantee beyond the scope of his legal obligations, its application is governed by these complaints regulations, unless the confirmation of the seller's obligations from defective performance (warranty certificate) or the contract stipulates otherwise.