Complaints Procedure

Below you will find our complaint policy. If you have any questions, suggestions and comments about the Visit Jizerky store, please let us know at obchod@jizerky.cz.

Buyer's right to claim defective goods

The Buyer is obliged to inspect the goods after receiving the goods and immediately notify the Seller of any defects found.
If the goods are not in conformity with the purchase contract, the buyer has the right to exchange the goods or may withdraw from the purchase contract.
This does not apply if the buyer knew about the defect in advance or caused the defect himself (§ 616 OZ).

Deadline for filing a claim

  • The deadline for filing a claim is 24 months from the date of receipt of the goods by the transport service (§ 620 OZ).
  • The buyer should file the claim without undue delay immediately after the defect is discovered, so that it can be properly assessed and dealt with.
  • The warranty period is not to be confused with the normal service life of the product, i.e. the period for which the product can last when properly used and cared for.
  • A change in the properties of the goods resulting from wear and tear or misuse shall not be considered a defect.
  • For goods sold at a lower price, the warranty does not apply to defects for which the price has been reduced — this fact must be indicated on the sales receipt (§ 619 OZ).

Applying a Claim

  • The claim is made by the buyer in the e-shop where the goods were purchased. Dispensing points do not accept claims.
  • The e-shop will confirm receipt of the complaint by e-mail immediately after its delivery.
  • The claimed goods must be accompanied by an appropriate sales document.
  • The claimed goods must be properly washed and dried — otherwise the claim will be rejected for hygienic reasons.
  • The complaint, including the elimination of the defect, must be resolved without undue delay, usually until 30 days from the date of confirmation of receipt of the claim, unless the seller and the buyer agree otherwise.
  • The buyer sends the claimed goods at his own expense.

Removable defects

  • In the case of a defect that can be corrected, the customer has the right to its free, timely and proper elimination.
  • A defect is considered to be removable when it does not suffer from the appearance, function or quality of the product.
  • The time limit for the elimination of the defect must not exceed 30 calendar days from the date of confirmation of receipt of the claim.
  • The period from the filing of the claim to the request for receipt of the repaired goods does not count towards the warranty period.
  • The seller is obliged to issue a confirmation (e-mail) to the buyer about the claim, the execution of the repair and its duration.

Irreparable defects

  • In the case of a defect that cannot be corrected, the customer has the right to exchange the goods or withdraw from the purchase contract (refund of the amount paid).
  • An irreparable defect is one that prevents the proper use of the product and cannot be eliminated within the prescribed period.

Contradiction with the purchase contract

If the goods are not in conformity with the purchase contract at the time of acceptance (“conflict with the purchase contract”), the buyer has the right to have the seller free of charge and without delay bring the item into the condition corresponding to the contract - by replacement or repair.
If this is not possible, the buyer may request a reasonable discount or withdraw from the contract.
This right cannot be exercised if the buyer knew about the conflict or caused it himself.

Dispute resolution

In disputes arising within the framework of the complaint procedure, the court decides.

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