Complaints procedure

Complaints procedure These Complaints Rules govern the manner and conditions of complaints regarding defects in goods and services purchased through the online store www.gumiex.com operated by the physical entepreneur Tereza Pechova , with registered office at Skolska 689/20, Prague 1 - 110 00, Czech Republic ID: 04568559 registered in the commercial register kept at the Municipal Court in Prague Phone number: +420 724 397 608. Contact email: sales@gumiex.com Contact email for handling complaints: sales@gumiex.com . 1. What product defects are we responsible for? As the seller, we are responsible for the fact that the goods are free of defects upon receipt. This means that the goods: has the characteristics that have been agreed between us, that we describe or that you might have expected given the nature of the goods and based on the advertising; is in the appropriate quantity, measure or weight, and meets the requirements of legal regulations. Differences in color shades in reality and on electronic display devices cannot be considered a product defect. If the goods do not meet your expectations, if you are a consumer, you have the right to withdraw from the contract within 14 days of receiving the goods. If a defect becomes apparent within six months of receipt, it is considered that the goods were defective upon receipt. We are also responsible to consumers for the fact that defects do not occur during the warranty period. If you are not a consumer, you are not guaranteed quality. Article 2 applies only to consumers. 2. What is the warranty period? For unused consumer goods, the warranty period is twenty-four months from receipt of the goods, unless a longer warranty period is specified on the web interface or in the documents attached to the goods. If the minimum durability date is indicated on the goods, the warranty period lasts until such date. 3. What rights do you have from defective performance? In the event that a product defect occurs during the warranty period, for which the purchased product cannot be used completely properly, and this defect can be removed, you have the right to have it repaired free of charge. In the case of a removable defect on an unused product, instead of removing the defect, you can request an exchange of the defective product for a flawless one, or a reasonable discount on the purchase price. In the event of a defect that cannot be removed and which prevents the goods from being properly used as a defect-free item, you have the right to exchange the goods, to receive a reasonable discount from the purchase price, or you have the right to withdraw from the purchase contract. You have the right to a reasonable discount even if we are unable to supply you with a new item without defects, replace its component or repair the item, or in the event that we do not remedy the situation in a reasonable time or that the remedy would cause you significant difficulties. You do not have the right to withdraw from the contract or the right to demand the delivery of a new item if you cannot return the goods in the condition in which you received them (with the exception of the cases stipulated in § 2110 of the Civil Code). 4. When rights from defective performance cannot be exercised You do not have rights from defective performance if: you knew about the defect before taking over the item; you caused the defect yourself; the warranty period has expired. The warranty and claims from liability for defects do not apply to: wear and tear of goods caused by their use; defects caused by incorrect use of the goods, failure to follow the instructions, inappropriate maintenance or incorrect storage. For items sold at a lower price, we are not responsible for the defect for which the lower price was negotiated. We are not responsible for injury to the health of persons, or damage to property and goods, which will be caused by unprofessional handling or misuse of goods, or negligence. 5. How to proceed with a complaint? File a complaint with our project (or the person listed on the web interface as the person designated for repair) without undue delay after discovering the defect. A complaint can be made in the following way: for the fastest way to initiate and resolve a complaint, download this complaint form in PDF format, fill it in, save it and send it to us by email: sales@gumiex.com you can inform us about the complaint in advance by phone, e-mail or in writing. you deliver the claimed goods (other than cash on delivery, which we do not accept) to our contact address (or to the address of the person designated for repair), to any of our establishments. For the fastest handling of the complaint, we recommend sending the goods to the contact address (see contacts for warehouse address). When sending, pack the goods in suitable packaging so that they are not damaged or destroyed. It is advisable to attach a proof of purchase of the goods or a tax document - an invoice, if it was issued, or another document proving the purchase of the goods, together with a description of the defect (or how the defect manifests itself) and a proposal for how to resolve the complaint. Failure to submit any of the above-mentioned documents does not prevent the positive processing of the claim according to legal conditions. The moment of application of the complaint is the moment when we were notified of the occurrence of a defect and the right of liability for defects of the sold item was asserted. We handle received claims without undue delay, but no later than 30 days from the day the claim is made, unless we agree otherwise. We will issue you a written confirmation of the application and processing of the claim. In the event of a disputed claim, we will decide on its acceptance within three working days from the date of application of the claim. These Complaints Regulations are valid and effective from 1 January 2024.