Complaints Procedure

I. Warranty Conditions

1. The company AVITEX, s.r.o.

Registered office:
Rybná 716/24
110 01 Prague 1
Company ID: 60745291
Tel.: +420 604 844 666

Shipping, delivery and correspondence address of the company:

Avitex, s.r.o.
Vohančice 80
666 01 Tišnov
Czech Republic

hereinafter referred to as the “seller”, provides a warranty for the goods within the scope of generally applicable regulations.

2. Claims arising from liability for defects do not apply to defects caused by:
   a. mechanical damage or wear and tear
   b. natural disasters
   c. intentional damage
3. The buyer must notify the seller of any detected defects in writing without undue delay, preferably within 5 days of discovering the defect. The notification of the defect, including its specification, should be sent by the buyer to: info@coolpet.eu. It is important to also send a few photos or images.
4. The buyer is obliged to provide the order number and submit proof of ownership of the goods, such as a copy of the invoice, delivery note or proof of payment.
5. The seller will decide on the complaint no later than within 30 working days and will inform the buyer by e-mail, unless otherwise agreed.
6. The complaint will be handled by the seller without undue delay, no later than within 30 days from the date the complaint is submitted, unless the seller and the buyer agree otherwise.
7. Unjustified complaint.
   In the event of an unjustified complaint, if the reported defect is not found or if the defect is not covered by the warranty, the seller may require reimbursement of incurred costs for testing, repair, postage, etc.

II. Withdrawal from the Contract and Return of Goods

1. Withdrawal from the contract is governed by Act No. 367/2000 Coll.
2. In accordance with Section 53 paragraph 7 and Section 54 of the Civil Code, the customer has the right to withdraw from the contract within 14 days of receiving the goods.
3. However, important conditions must be met. These include that the goods must be originally packed, meaning unopened, undamaged, in the original packaging and with all documents that were sent together with the goods, such as the warranty certificate, etc. The goods must be returned within the period set by law or within a period extended by the seller.
4. The limitation of the right to withdraw from the contract applies in cases where the seller personally registers the goods directly for a specific customer and cannot sell them to anyone else, and also in the case of custom-made production, where the seller manufactures the goods according to the customer’s requirements. In such a case, withdrawal from the contract is not possible.
5. In the event of withdrawal from the contract by the seller, the seller will contact the buyer without delay and agree with them on the method of refund.
6. If the buyer has already paid the amount and has become entitled to withdraw from the contract, the seller will send a credit note to the buyer’s address. The buyer will confirm it and send it back to the seller. Based on receipt of the credit note from the customer, the seller will issue the refund.
7. If the customer needs to exchange the goods for a smaller or larger size, they should inform the seller with a short message by e-mail at: info@coolpet.eu. The seller will exchange the goods; it is not necessary to file a complaint. When exchanging more expensive goods for cheaper goods, price differences will not be paid out to the customer. Only new, undamaged, unused, clean goods that do not smell of an animal or similar will be exchanged.
8. The costs of postage and transport are paid by the buyer in the case of a complaint, return or exchange of goods.