Radek Lövenhöfer – DETAIL-store.cz
Company ID: 07480903
Operating address and address for complaints: Praskačka 225, 503 33 Praskačka
E-mail: info@detail-store.cz
Phone: +420 731 225 333

This complaint policy regulates the conditions and method of exercising rights arising from defective performance when selling goods through the e-shop www.detail-store.cz and at the seller's premises.

This complaint policy applies to the buyer – consumer, i.e., a natural person who, when concluding and fulfilling a purchase contract, does not act within the scope of their business activity or independent exercise of their profession.

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

1. QUICK OVERVIEW

How can I complain about goods?
You can file a complaint in person at the seller's premises or by sending the goods to the address for complaints. We do not accept cash-on-delivery shipments.

Where should I send the complaint?
Praskačka 225, 503 33 Praskačka.

What do I need for a complaint?
Ideally, proof of purchase (invoice, receipt) or other credible evidence that the goods were purchased from us. Attaching a complaint form is recommended for faster processing. Proof of purchase can also be replaced by another credible means of proving the purchase.

What is the complaint period?
Rights arising from defects can be claimed for new goods within 24 months of receipt. For used goods, this period may be shortened to 12 months if explicitly agreed upon at the time of sale. The current MPO consumer guide specifies the complaint of defective goods under this regime, and the Civil Code addresses liability for defects in consumer sales.

How long does it take to process a complaint?
No later than 30 days from filing the complaint, unless we agree on a longer period.

Who covers the costs for an accepted complaint?
In the case of a legitimate complaint, you are entitled to reimbursement of reasonably incurred costs associated with filing it. This right is part of the general regime of consumer complaint claims.

What are my rights if the goods are defective?
Depending on the circumstances, you may primarily request repair or replacement, and if rectification is not possible or not carried out properly, also 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 by delivery of a new item, or when the seller refuses to rectify it or fails to provide rectification.

2. QUALITY UPON RECEIPT AND LIABILITY FOR DEFECTS

The seller is responsible for ensuring that the goods are free of defects upon receipt. Specifically, the seller is 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 properties that can reasonably be expected given the nature of the goods and the public statements of the seller or manufacturer,

• are supplied with accessories and instructions, if necessary,

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

If a defect appears within 12 months of receipt, the goods are presumed to have been defective upon receipt, unless the nature of the item or the defect precludes this. This is one of the main changes compared to older texts, where it was stated as 6 months.

3. WHEN A COMPLAINT CANNOT BE ACCEPTED

The seller is not liable for defects in cases where:

• the goods already had a defect upon receipt and a discount was agreed upon for this defect,

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

• the defect arose from normal wear and tear,

• the defect arose from improper use, unsuitable storage, neglected maintenance, unauthorized intervention, or mechanical damage,

• the defect arose as a result of an external event beyond the seller's control,

• the goods were used contrary to the instructions, technical conditions, or usual 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 by normal wear and tear.

4. WHERE AND HOW TO FILE A COMPLAINT

You can file a complaint:

• 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 the person designated for repair, if such person is listed on the purchase confirmation or other document, and is located at the seller's premises or a closer location to you. This option is also stated by the ČOI in its interpretation of § 2172 of the Civil Code.

We recommend attaching to the complaint:

• a copy of the proof of purchase,

• a complaint form - description of the defect and how it manifests,

• the requested method of resolving the complaint,

• contact details,

• account number for a refund, if applicable.

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

If the transport of the claimed goods would cause significant difficulties due to their nature or dimensions, we will agree individually on a suitable method for assessing the complaint.

5. PERIOD FOR FILING A COMPLAINT

Rights arising from defective performance for new goods can be claimed within 24 months of receipt. For used goods, this period may be shortened to 12 months if explicitly stated at the time of sale.

We recommend filing a complaint without undue delay after you discover the defect, to prevent the defect from worsening or causing subsequent damage. However, this recommendation does not change the statutory period for exercising rights arising from the defect.

6. YOUR RIGHTS REGARDING DEFECTIVE PERFORMANCE

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

• repair, or

• replacement of the goods or their defective part,

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

You can demand a discount on the purchase price or withdrawal from the contract especially when:

• the seller refuses to remedy the defect,

• the defect reoccurs,

• the defect is substantial,

• repair or replacement is not possible,

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

• the complaint is not resolved in time. The ČOI explicitly states that withdrawal is only an option when neither repair nor delivery of a new item is possible, or when the seller refuses rectification.

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

7. CONFIRMATION OF FILING AND RESOLUTION OF A COMPLAINT

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

• the date of filing the complaint,

• the content of the complaint,

• the method of resolving the complaint you request,

• your contact details for providing information about the resolution of the complaint.

After resolving the complaint, we will issue you a confirmation of the date and method of resolving the complaint, or of the repair performed and its duration, or a written justification for refusing the complaint. The obligation to issue a confirmation upon filing a complaint and after its resolution arises from the Consumer Protection Act.

8. TIME LIMIT FOR RESOLVING A COMPLAINT

We will decide on the complaint immediately, in more complex cases no later than 3 working days; this period does not include the reasonable time needed for expert assessment of the defect. The complaint, including the removal of the defect, must be resolved and you must be informed of 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 the interpretation of the ČOI.

If the deadline expires without resolution, you have 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 the MPO materials explain it to consumers.

9. COMPLAINT COSTS

If the complaint is recognized as legitimate, you have the right to reimbursement of reasonably incurred costs associated with filing the complaint. It is advisable to request reimbursement of these costs without undue delay, preferably at the same time as the complaint or immediately after its resolution.

10. RECEIPT OF RESOLVED COMPLAINT

After the complaint is resolved, you are obliged to collect the claimed goods without undue delay. If you do not collect the goods even within a reasonable additional period after our notification, we may demand reasonable storage costs.

I recommend keeping this part concise and not overstating the penalties; aggressive wording such as "self-help sale at the buyer's expense" should only be included in B2C text after legal fine-tuning, as it can be unnecessarily confrontational for consumers.

11. OUT-OF-COURT DISPUTE RESOLUTION

In case of a dispute, you can use out-of-court consumer dispute resolution with the Czech Trade Inspection Authority, 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 complaint policy is effective from March 17, 2026.