To achieve maximum customer satisfaction we only sell high quality products which have received positive reviews and we believe their quality and reliability is fairly reflected in the price.
Moreover, all wall bars undergo a careful final inspection by trained professionals prior to being dispatched from our distribution center. If a fault occurs despite of this, please, proceed according to the following steps in order to ensure your claim is processed as fast as possible and to your satisfaction.
1. The seller is responsible for product defects and the buyer is obligated to immediately file a claim to the seller.
2. This Warranty Policy for Consumers is applicable to the handling of complaints of consumers (hereinafter referred to as the "Warranty Policy").
3. The right to warranty can only be exercised by the buyer in the case of goods that show defects, are covered by warranty and were purchased in the seller's e-shop.
4. During the warranty period, the buyer is entitled to have the defect removed by repair free of charge upon return of the goods, including all accessories.
5. All claims must be supported by photographic evidence and a written description of the damage.
6. Claims are handled by the seller in writing in paper or electronic form without delay. If the goods are defective, the customer has the right to file a claim to the seller by filling out the Claim form and submitting it to the seller electronically, along with delivering the goods to to the following address:
Nad Vinným potokem 1149/2
101 00 Prague
7. All goods must be returned in their original packaging and strapping to prevent further damage.
8. The buyer can ask the seller through the claim form to arrange transport to the claim center. In such a case, the seller shall arrange the transport of the claimed goods on behalf of the buyer at his own expense using parcel delivery services. The claimed goods are demeed to have been delivered to the seller on the day of their receipt by the seller in the claim center. The forwarder is a third party acting in his own name, and therefore collecting the claimed goods for transport by the forwarder does not affect the commencement of the claim settlement process.
9. When filing a claim, the buyer is obliged to prove that the goods have been purchased from the seller and the duration of the warranty period. Furthermore, the buyer is obliged to precisely indicate the type and the extent of the defects of the goods.
10. The day of the commencement of the claim settlement process is deemed to be the day on which the buyer is delivered:
- the claim form,
- the goods claimed, including the accessories
11. The seller or an authorized person shall issue the buyer a confirmation of the claim in the appropriate form selected by the seller (including an e-mail), which shall contain the date of filing the claim, the contact details of the seller and the buyer, the description of the product defects, the method of settling the claim that the customer prefers and an instruction on customer rights arising from § 622 and § 623 of the Civil Code (hereinafter referred to as the "confirmation of the claim").
12. If the claim is filed using means of long-distance communication, the seller is obliged to provide the buyer with a confirmation of the claim immediately. If is not possible to deliver the confirmation immediately, it must be delivered without undue delay, but no later than together with the claim settlement document. It is not necessary to deliver the confirmation of filing the claim if the buyer can prove submitting the claim in another way.
13. In accordance with the buyer´s decision, which of his/her rights arising from § 622 and § 623 of the Civil Code he / she shall exercise, the seller or an authorized person is obliged to determine the method of settling the claim in line with this Warranty Policy immediately, in more complex cases within 3 days of the date of the commencement of the claim settlement process, and in justified cases, in particular in case a complex technical assessment of the condition of the goods is required, no later than 30 days following the date of commencement of the claim settlement process. Once the method of settling the claim has been determined, the seller or the authorized person shall handle the complaint immediately; in justified cases, the complaint can be resolved at a later stage. However, the settlement of the claim must not take longer than 30 days from the date of commencement of the claim settlement process. Once the period for claim settlement has expired, the consumer has the right to withdraw from the contract or has the right to have the claimed goods replaced by new goods. The seller notifies the buyer about the termination of the claim settlement process and about the result of the claim settlement using the manner agreed by both parties. Concurrently, the buyer shall receive a claim protocol along with the goods. In the event that the buyer has filed a claim for the goods within the first 12 months of the date of the receipt of the goods, the seller can handle the claim by rejection solely on the basis of an expert opinion or a statement issued by an authorized, notified or accredited entity or an authorised individual (hereinafter "expert assessment of goods"). Regardless of the outcome of the professional assessment, the seller shall not require the buyer to finance the costs of the expert assessment of the goods or other costs related to the expert assessment of the goods. In the event that the buyer has filed a claim for the goods after 12 months from the date of the receipt of the goods and the seller has rejected it, the person handling the complaint is obliged to indicate in the claim settlement document who may be approached by the buyer for expert assessment of the goods. In the event that the buyer entrusts the authorized person specified in the claim settlement document to the goods to an expert assessment of the goods, the costs of the expert assessment of the goods as well as all other related purposefully incurred costs shall be borne by the seller, regardless of the result of the expert assessment. If the buyer proves by expert assessment the seller responsible for the claimed defect of the goods, he can file a claim again; the warranty period does not expire and is automatically extended by the time required for the professional assessment of the goods. The seller is obliged to reimburse the buyer within 14 days of the date of the re-submitted claim all costs incurred for the expert assessment of the goods, as well as all related purposefully incurred costs. Such a re-submitted claim cannot be rejected.
14. The seller can always exchange the defective item for a defect-free item, unless this causes major issues to the buyer.
15. The entitlement to a cost-free warranty repair terminates:
- if the buyer does not prove having purchased the defective goods from the seller,
- if the buyer fails to report defects obvious at the time of receipt of the goods,
- upon expiry of the warranty period of the goods,
- in case of mechanical damage to the goods caused by the buyer,
- modification of the goods by the buyer (bending, cutting, shortening, drilling, etc.), if the goods are not intended for such modification and if the defect has arisen as a result of such modification,
- in the case of using or storing the goods under conditions which do not correspond to those of appropriate environment due to temperature, humidity, chemical or mechanical influences,
- in case of misuse or negligent treatment of the goods,
- in case the damage to the goods has been caused by overuse or by use that is contradictory to the conditions specified in the documentation, general principles, technical standards or safety standards,
- in case of replacement of original parts of the product,
- in case of using incorrect, incompatible or non-original consumables, if the defect was caused by the use of such material,
- in case the damage to the goods has been caused by natural wear and tear, accidental damage or deterioration,
- in case of tampering with the goods by an unauthorized person or using the wrong tools or material,
- in case of inexpert intervention, transport damage, damage by water, fire, electricity or due to force majeure.
16. The seller is obliged to handle the complaint and settle the warranty claim in one of the following ways:
- by handing over the repaired goods,
- by replacing the goods,
- by refunding the purchase price,
- by providing an appropriate reduction in the purchase price,
- by a written invitation to take over the remedy specified by the seller,
- by reasoned rejection of the claim.
17. The seller is obliged to issue a written document to the buyer stating the method of settling the claim as well as stating that the warranty claim has been settled no later than within 30 days of the date of its commencement.
18. After settling the warranty claim in a way other than returning the purchase price, the seller shall return the claimed item or deliver a replacement item to the buyer. If the buyer fails to take over this item within a reasonable time, the seller shall ask him to do so within an additional reasonable time period specified by the seller, usually within one month.
19. The warranty period is 24 months (hereinafter referred to as the "warranty period"), provided that no other warranty period is specified for specific cases. The warranty period shall commence on the date of receipt of the goods by the buyer. Defects of the goods and the resulting claims must be exercised by the end of the warranty period. At the end of the warranty period, the right to claim the warranty expires.
20. Used goods means goods that have been used, do not contain all parts, have cosmetic defects or their usability is limited (hereinafter referred to as "used goods"). Displayed goods means used goods that have been used by displaying in the seller's walk-in store, have been unpacked and could be used to the extent necessary to demonstrate their properties to other persons (hereinafter referred to as "displayed goods"). Defective goods means goods that have defects which render them unusable and therefore they are not fit for normal use (hereinafter referred to as "unusable goods").
21. The warranty period for all used goods is 12 months, unless a longer warranty period is specified for a specific product in the e-shop.
22. If the purchase price of the used item is lower than the price of the new goods, the defect causing the price reduction is not covered by the warranty. Defective goods may be unrepairable and are typically sold for spare parts or for collection purposes. Further description of the defects rendering the goods unusable, and thus defects that are not covered by the warranty, can be found in the description of the goods in the e-shop. Defective goods may be dangerous without prior repair or modification. The usability of defective goods is not covered by warranty.
23. The warranty period shall be extended by the period of time during which the buyer could not use the item due to its repair.
24. In the case of replacing goods for new ones, the warranty period commences from the handover of the new goods. The same applies in the event that a part of the goods covered by the warranty is replaced.
25. If the defect of the goods is repairable, the claim will be settled depending on the decision of the buyer either by repairing the defect or by replacing the goods.
26. Should it be impossible to have the defect removed by repair and should the defect prevent the proper use of the item as goods without defects, the buyer is entitled to a replacement of the item or he has the right to withdraw from the contract. The same rights apply to the buyer in the event of repairable defects, provided the buyer can not accordingly use the item due to the recurrence of the defect following the repair (more than twice) or due to a larger number of defects (more than two).
27. In the event of other irreparable defects, the buyer is entitled to an appropriate reduction in the price of the item, the amount of which will be determined by agreement of the contracting parties.
28. Claim settlement only applies to defects specified by the buyer when filing the claim.
29. If the seller settles the warranty claim by reasoned rejection of the claim, he may propose to the buyer to have the defects repaired at the buyer's expense. The buyer is not obliged to accept such a proposal.
30. If the seller settles the warranty claim by reasoned rejection of the claim and the buyer objects to such claim settlement, he may seek redress in court.