RETURNS WITHIN 14 DAYS

Did you purchase from our e-shop and wish to return the goods? As a consumer, you have the right to withdraw from the contract within 14 days of receiving the shipment.

Where to send the goods?

DETAIL-store.cz
Praskačka 225
503 33 Praskačka

How to proceed:

• log in to your account (via email), select your order, and choose "Request a return," or alternatively use this link,

• carefully pack the goods, and include the order number and account number (if you paid via bank transfer or cash on delivery),

• do not send the shipment as cash on delivery (COD).

Important:

• the return period is 14 days from the receipt of goods,

• return shipping costs are borne by the buyer,

• we refund money within 14 days of receiving the returned goods or providing proof of their dispatch.

RETURNS - complete terms and conditions

If you are a consumer and you purchased from us via our e-shop, you have the right to withdraw from the purchase contract without giving a reason within 14 days from the date of receipt of the goods.

RETURN PERIOD

The period for withdrawing from the contract is 14 days from the date of receipt of the goods.

IMPORTANT INFORMATION

• The goods must be sent back no later than 14 days from the withdrawal from the contract.

• The costs of returning the goods are borne by the buyer.

• We do not accept shipments sent via cash on delivery.

• We recommend sending the goods with a tracking option.

WHEN WE WILL REFUND YOUR MONEY

We will process the refund no later than 14 days from the withdrawal from the contract, but not before the returned goods are delivered to us or you provide proof that you have sent the goods back.

We refund money using the same method we received it, unless otherwise agreed upon.

IN WHAT CONDITION THE GOODS CAN BE RETURNED

The returned goods should, if possible, be:

• complete,

• undamaged,

• without signs of excessive use,

• including accessories that were part of the packaging.

The buyer is liable for the decrease in the value of the goods if they were handled in a manner other than what is necessary to become familiar with their nature, properties, and functionality.

WHEN YOU CANNOT WITHDRAW FROM THE CONTRACT

Withdrawal from the contract is not possible in particular for goods:

• customized according to the customer's wishes or for their person,
• that were irreversibly mixed with other goods after delivery,
• in sealed packaging, which were removed from the packaging and cannot be returned for hygienic reasons,
• products containing an electronic license or digital products,
• if the nature of the goods or valid legal regulations exclude it.

Withdrawal from the contract is not possible in the case of B2B purchases.

CLAIMS

This claims policy governs the conditions and procedure for exercising rights from defective performance when selling goods through the www.detail-store.cz e-shop and at the seller's premises.

This claims policy applies to the buyer – the consumer, i.e., a natural person who, when concluding and performing the purchase contract, is not acting within the scope of their business activity or independent profession.

Rights and obligations not regulated by this claims policy are governed in particular by Act No. 89/2012 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection. The rules for consumer goods claims and the 30-day deadline are addressed by these regulations, and interpretations are also published by the Czech Trade Inspection Authority (ČOI) and the Ministry of Industry and Trade (MPO).

NOXunity Group s.r.o. – DETAIL-store.cz
represented by Radek Lövenhöfer

Company ID (IČO): 23986620
Address of the establishment for claims: Praskačka 225, 503 33 Praskačka
E-mail: info@detail-store.cz
Phone: +420 731 225 333

1. QUICK OVERVIEW

How can I file a claim?
You can file a claim in person at the seller's premises or by sending the goods to the address for claims. We do not accept shipments sent via cash on delivery.

Where to send a claim?
Praskačka 225, 503 33 Praskačka.

What do I need for a claim?
Ideally, proof of purchase (invoice, receipt) or other credible evidence that the goods were purchased from us. We recommend attaching a claim report for faster processing.

CLAIM REPORT

What is the deadline for filing a claim?
Rights for defects in new goods can be exercised within 24 months from receipt. For used goods, this period can be shortened to 12 months if clearly agreed upon during the sale. The current MPO consumer guide outlines claims for defective goods in this regime, and the Civil Code covers liability for defects in consumer sales.

How long does it take to process a claim?
No later than 30 days from the date the claim is filed, unless we agree on a longer period. The period begins from the day we receive the goods.

Who pays the costs for an accepted claim?
In the case of a valid claim, you have the right to reimbursement of the effectively incurred costs associated with filing it. This right is part of the general regime of consumer claims.

What rights do I have if the goods are defective?
Depending on the circumstances, you can demand, in particular, repair or replacement, and if rectification is not possible or is not done properly, a discount or withdrawal from the contract. The ČOI explicitly states that withdrawal is only an option when the defect cannot be removed by repair or delivery of a new item, or when the seller refuses or fails to ensure rectification.

2. QUALITY UPON RECEIPT AND LIABILITY FOR DEFECTS

The seller is responsible for ensuring that the goods have no defects upon receipt. In particular, they are responsible for ensuring that the goods:

• correspond to the agreed description, type, and quantity,

• are suitable for the purpose for which such goods are usually used,

• have the properties that can reasonably be expected with regard to the nature of the goods and public statements by the seller or manufacturer,

• are delivered with accessories and manuals, if necessary,

• comply with legal requirements. The current adjustment of consumer sales is based on the Civil Code's requirements for conformity of the goods with the contract.

If a defect manifests within 12 months of receipt, it is assumed that the goods were defective at the time of receipt, unless the nature of the goods or the defect precludes it. This is one of the main changes compared to older texts, which stated 6 months.

3. WHEN A CLAIM CANNOT BE ACCEPTED

The seller is not liable for defects in cases where:

• the defect was present on the goods at the time of receipt and a discount was agreed upon for this defect,

• it concerns used goods and the defect corresponds to the extent of its previous use or wear,

• the defect arose from normal wear and tear,

• the defect was caused by incorrect use, improper storage, neglected maintenance, unprofessional intervention, or mechanical damage,

• the defect was caused by an external event beyond the seller's control,

• the goods were used in contradiction with the manual, technical conditions, or common purpose of use.

These exclusions correspond to the general regime of liability for defects and the fact that the seller is not liable for damage caused by the consumer or normal wear and tear.

4. WHERE AND HOW TO FILE A CLAIM

You can file a claim:

• in person at the seller's premises (Praskačka 225, 503 33 Praskačka),

• by sending the claimed goods to the seller's address (Praskačka 225, 503 33 Praskačka),

• or with a person designated for repair, if such a person is stated in the purchase confirmation or other document, and is located at the seller's place or a place closer to you. This possibility is also cited by the ČOI in the interpretation of Section 2172 of the Civil Code.

We recommend attaching the following to the claim:

• a copy of the purchase document,

• a claim report - description of the defect and how it manifests,

• the desired method of claim settlement,

• contact details,

• account number for potential refund.

Do not send the claimed goods via cash on delivery. We are not obliged to accept such shipments.

If transporting the claimed goods would cause significant difficulties due to their nature or size, we will agree on an appropriate method for assessing the claim individually.

5. DEADLINE FOR FILING A CLAIM

Rights from defective performance can be exercised for new goods within 24 months from receipt. For used goods, this period can be shortened to 12 months, if explicitly stated during the sale.

We recommend filing a claim without undue delay after you discover the defect so that the defect does not worsen or cause subsequent damage. This recommendation, however, does not change the statutory deadline for exercising rights from defects.

6. WHAT ARE YOUR RIGHTS FROM DEFECTIVE PERFORMANCE

If the goods are defective, you have the right to demand:

• repair, or

replacement of the goods or its defective part,

unless the chosen method is impossible or disproportionately expensive compared to the other. The ČOI states that if the defect can be easily and quickly removed, repair or replacement is primarily appropriate.

A discount on the purchase price or withdrawal from the contract can be demanded, in particular, if:

• the seller refuses to remove the defect,

• the defect manifests repeatedly,

• the defect is significant,

• repair or replacement are impossible,

• the seller does not remove the defect within a reasonable time or without significant difficulties for the consumer,

the claim is not processed on time. The ČOI explicitly states that withdrawal is only an option when repair or delivery of a new item is impossible or when the seller refuses rectification.

Withdrawal from the contract is not possible if the defect is insignificant. This corresponds to the modern concept of consumer rights from defects.

7. CONFIRMATION OF FILING AND SETTLEMENT OF A CLAIM

When filing a claim, we will issue you a confirmation stating:

• date of filing the claim,

• what the content of the claim is,

• what method of claim settlement you require,

• your contact details for providing information about the claim settlement.

After the claim is processed, we will issue you a confirmation of the date and method of settlement, or regarding the performed repair and its duration, or a written justification for rejecting the claim. The obligation to issue confirmation upon filing and after processing the claim arises from the Consumer Protection Act.

8. DEADLINE FOR PROCESSING A CLAIM

We will decide on the claim immediately, in more complex cases no later than 3 working days; this period does not include the reasonable time required for an expert assessment of the defect. The claim, including the removal of the defect, must be processed, and you must be informed about it no later than 30 days from the date of its filing, unless we explicitly agree on a longer period. This 30-day period is confirmed by law and ČOI interpretation.

If the deadline passes in vain, you have the same rights as if it were a substantial breach of contract, meaning you can typically demand a discount or withdraw from the contract. This is also how MPO materials explain it for consumers.

9. COSTS OF THE CLAIM

If the claim is recognized as valid, you have the right to reimbursement of the effectively incurred costs associated with filing the claim. It is advisable to request reimbursement of these costs without undue delay, preferably at the same time as the claim or immediately after it is processed.

10. RECEIPT OF PROCESSED CLAIM

After the claim is processed, you are obliged to pick up the claimed goods without undue delay. If you do not pick up the goods even after a reasonable additional period following our notification, we may demand reasonable storage costs.

I recommend keeping this section brief and not overdoing the sanctions; I would only include aggressive formulations such as "sell at the buyer's expense" in B2C texts after legal fine-tuning, as this can be unnecessarily conflict-ridden for consumers.

11. OUT-OF-COURT DISPUTE RESOLUTION

In the event of a dispute, you can use out-of-court resolution of consumer disputes with the Czech Trade Inspection Authority (ČOI), Štěpánská 567/15, 120 00 Prague 2, website adr.coi.cz. The ČOI is the competent ADR entity for consumer purchase contracts.

12. FINAL PROVISIONS

This claims policy is effective from March 17, 2026.