Complaints

General Provisions

These Complaint Procedures have been drawn up in accordance with Act No. 40/1964 Coll., the Civil Code, and Act No. 634/1992 Coll., on Consumer Protection, both as amended, and apply to goods purchased from our e-shop. The Seller is the commercial company NORTH SHOP, s.r.o., Bochovská 567/1, Prague 1, 110 00, registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, File No. 200209, ID No.: 24277746, Tax ID: C24277746 (hereinafter referred to as the “Seller”). By accepting the goods from the Seller, or by accepting the goods at the post office or from the carrier, the Buyer agrees to these Complaint Rules.

These Complaint Rules apply to complaints regarding defects in goods that are within the warranty period or involve a breach of the purchase agreement.

A change in the goods (or their properties) that occurs during the warranty period as a result of normal wear and tear, improper use, insufficient or improper maintenance, natural changes in the materials from which the goods are made, damage caused by the buyer or a third party, modification by the customer resulting in the defect, mechanical damage, the effects of natural elements or force majeure, or other improper intervention.

Rights arising from liability for defects in goods covered by the warranty period shall expire if not exercised within the warranty period.

Warranty Period

Consumer goods are covered by a 24-month warranty period, as required by law, starting from the date the buyer takes possession of the goods. The time during which the goods were subject to a warranty claim is not included in the warranty period. If the goods are replaced with new ones, a new warranty period begins. The warranty period should not be confused with the product’s service life. The service life of the goods depends on the intensity of use, proper use, and maintenance.

Filing a Complaint

The buyer has the right to file a complaint regarding products within the warranty period. The product must be sent along with a completed Complaint Form for Purchased Goods to the address: Bochovská 567/1, Prague 5, 158 00, Czech Republic.

The buyer is obligated to file a claim without undue delay after discovering the defect so that the claim can be properly assessed and resolved. Furthermore, the buyer is obligated to specify how the defect manifests itself and to state the remedy they are claiming under the warranty. Once the buyer exercises any of the rights arising from liability for defects in the goods, such as the right to have the defect remedied or to receive a discount, they are bound by this choice and may not change the exercised right unless otherwise agreed with the Seller.

The buyer is required to prove that their claim is valid, i.e., that they purchased the item from our online store. The best way to prove this is by providing the receipt attached to the item being returned. A claim is considered properly filed if the goods in question are complete and accompanied by the necessary documentation. When sending defective goods for a claim, the buyer is required to send the goods complete and in suitable packaging that meets the shipping requirements for the delivered goods—preferably in the original packaging. The seller has the right to reject a complaint regarding goods due to the goods being incomplete or missing documentation. The goods subject to complaint will be accepted for complaint only if they are properly cleaned, dried, and general hygiene principles do not prevent the assessment of the complaint.

To expedite communication, we ask the Buyer to mark the shipment containing the goods subject to complaint and the above-mentioned documents with the inscription “COMPLAINT” and to provide sufficient contact information, particularly an address and phone number.

The Seller does not accept any unsolicited shipments sent cash on delivery or at the Seller’s expense.

Handling of Complaints

The complaint will be resolved no later than 30 days from the date it is filed, i.e., from the date of its delivery to the address listed above, unless the seller and the buyer agree on a longer period. If the complaint is not resolved within this period, the buyer has the same rights as if the defect were irreparable.

The Seller shall issue the Buyer with written confirmation regarding when the right to claim for defects was exercised, the content of the complaint, and the method of resolution requested by the Buyer, as well as regarding the performance of the repair and its duration, or the method of resolving the complaint (including any written justification for rejecting the complaint).

Once the complaint has been resolved, the goods will be automatically shipped to the buyer’s address.

Remediable Defects

Remediable defects are those that can be corrected through repair without compromising the appearance, functionality, or quality of the goods, and where the repair can be properly carried out within a specified timeframe. The timeframe for remedying the defect may not exceed 30 calendar days, or a longer period agreed upon by the Seller and the Buyer. The assessment of the nature of the defect is the responsibility of the Seller.

The Seller is obligated to restore the item, free of charge and without undue delay, to a condition corresponding to the purchase contract, in accordance with the Buyer’s request.

The Buyer therefore has the right, in particular, to have the reported defect remedied free of charge, in a timely manner, and properly. Unless this is disproportionate given the nature of the defect, the Buyer may request replacement of the goods, or, if the defect concerns only a part of the item, replacement of that part. If neither repair of the defect nor replacement of the goods is possible, the Buyer may request a reasonable discount on the price of the goods or withdraw from the contract.

Irreparable Defects

An irreparable defect is defined as a defect that cannot be remedied or cannot be remedied within the aforementioned 30-day period (or within a longer period agreed upon by the Seller and the Buyer).

If the defect is irreparable and prevents the goods from being used properly as goods without defects, the Buyer has the right to request replacement of the goods with new, defect-free goods or to withdraw from the purchase contract.

Even in the case of a removable defect, the buyer has the right to exchange the goods or withdraw from the contract if they cannot use the goods properly due to the recurrence of a removable defect after repair or due to a greater number of removable defects. A defect is considered to have recurred after repair if the same defect, which has already been removed at least twice during the warranty period, reoccurs. Goods are considered to have a greater number of defects if, at the time the complaint is filed, they have at least three removable defects simultaneously.

If the nature of the non-removable defect does not prevent the proper use of the goods as goods without defects (e.g., cosmetic defects) and the buyer does not request a replacement of the goods, the buyer has the right to a reasonable discount on the purchase price or may withdraw from the contract. When granting a discount, the nature of the defect, the degree and manner of wear and tear on the product, the length of its use, and the possibilities for further use are taken into account. 

Non-conformity with the Purchase Agreement

If the customer has received a product different from the one ordered (an unintentional mix-up during packaging) or has received a defective product, they must return it to us unused, undamaged, and in its original packaging, along with the delivery note. We will send you the correct (or defect-free) product free of charge. When returning the item, please use suitable packaging to prevent damage during shipping. The customer shall deliver the returned goods at their own expense and risk to the service provider’s address.

 

These Return Policy Terms are effective as of May 4, 2024

NORTH SHOP, s.r.o.

  Complaint Form for Purchased Goods