Complaints Procedure

This Complaints Procedure governs the manner and conditions for making claims regarding defects in goods purchased through the online store www.artscale.cz from our company

Art Scale Kit Distribution s.r.o., with its registered office at Vrchlického 1005/57, 460 14 Liberec

 IČ: 07614748,

DIČ: CZ07614748                                  

The company is registered in the Commercial Register maintained by the Regional Court in Ústí nad Labem, Section C, Insert 42544.

Telephone number: +420 771 202 001​

Contact e-mail: reklamace@artscale.cz

 

1. For which product defects are we liable?

As the seller, we are liable for the goods being free of defects upon delivery. This means that the goods:

• have the characteristics agreed upon between us, described by us, or that you could have expected given the nature of the goods and based on advertising;
• are in the appropriate quantity, measure, or weight; and
• comply with the requirements of legal regulations.

A difference in color shades as shown on electronic display devices cannot be considered a defect. If the goods do not meet your expectations and you are a consumer, you have the right to withdraw from the contract within 14 days of receiving the goods, in accordance with Article 5 of the General Terms and Conditions for retail sales.

If a defect appears within six months of receiving the goods, it is presumed that the goods were defective at the time of delivery.

We are also liable to consumers that no defects will appear during the warranty period. If you are not a consumer, a quality guarantee is not provided. Article 2 applies only to consumers.

 

1. What is the warranty period?

For unused consumer goods, the warranty period is twenty-four months from the date of receipt, unless a longer warranty period is stipulated on the website or in the documents attached to the goods.

 

1. What rights do you have in the event of defective performance?

If, during the warranty period, a defect occurs which prevents the purchased product from being used properly and the defect can be rectified, you have the right to have it repaired free of charge.

In the case of a removable defect on a product that has not yet been used, you may request replacement of the defective product with a defect-free product instead of repair, or a proportionate discount on the purchase price.

If the defect cannot be removed and it prevents proper use of the goods as defect-free items, you have the right to exchange the goods, to a proportionate discount on the purchase price, or to withdraw from the purchase contract.

You are also entitled to a proportionate discount if we are unable to deliver a new item without defects, replace a part, or repair the item, or if we do not remedy the situation within a reasonable time or if doing so would cause you considerable inconvenience.

You do not have the right to withdraw from the contract or demand delivery of a new item if you cannot return the goods in the condition in which you received them (except in cases specified in Section 2110 of the Civil Code).

 

1. When are you not entitled to rights arising from defective performance?

You are not entitled to rights arising from defective performance if:

• you knew about the defect before taking possession of the item;
• you caused the defect yourself; or
• the warranty period has expired.

Furthermore, the warranty and liability claims for defects do not apply to:

• wear and tear caused by normal use (normal use includes a reduction in the capacity of batteries and accumulators);
• defects caused by improper use of the goods, failure to follow instructions, inappropriate maintenance, or improper storage.

We are not liable for a defect for which a lower price was agreed in the case of goods sold at a lower price.

We are not liable for injury to persons or damage to property or goods caused by unprofessional handling, misuse of the goods, or negligence.

 

1. How to proceed with a complaint?

File a complaint with our company (or with the person designated on the website to carry out repairs) without undue delay after discovering the defect.

You can file a complaint in the following ways:

• for faster processing, you can inform us of the complaint in advance by phone, email, or in writing;
• deliver the claimed goods (not by cash on delivery, as we do not accept it) to our contact address (or to the address of the person designated to carry out repairs), to any of our branches, or to our registered office.

When shipping, pack the goods in suitable packaging so that they are not damaged or destroyed.

It is advisable to include proof of purchase or a tax document (invoice, if issued), or another document proving the purchase of the goods, along with a description of the defect and a proposal for how to resolve the claim. The failure to submit any of the aforementioned documents does not prevent the claim from being settled under legal conditions.

The complaint is deemed to be submitted at the moment we are informed of the defect and the right to a claim based on liability for defects in the sold item is exercised.

We handle received complaints without undue delay, but no later than 30 days from the date of filing the complaint, unless otherwise agreed. We will issue you a written confirmation of the submission and resolution of the complaint.

In the event of a disputed complaint, we will decide on its acceptance within three working days of the date the complaint is filed.