Complaints Procedure
I. Warranty Conditions
1. AVITEX, Ltd.
company headquarters:
Rybná 716/24
110 01 Prague 1
ID: 60745291
phone: +420-6048446666
shipping, delivery, correspondence address of the company:
Avitex, Ltd.
To the New Station 2203
59401 Velké Meziříčí
(hereinafter referred to as the seller)
provides a warranty on goods to the extent of generally applicable regulations.
2. Claims for liability for defects do not apply to defects caused by:
a. Mechanical damage or wear
b. Natural disasters
c. Intentional damage
3. The buyer must notify the discovered defects in writing without undue delay, preferably within 5 days of discovering the defect. The buyer shall send the notice of defect with its specification to the address: info@coolpet.eu. It is important to also send a few photos, images.
4. The buyer is required to provide the order number and submit proof of ownership of the goods (a copy of the invoice, delivery note, proof of payment).
5. The seller will decide on the complaint no later than 30 working days and will inform the buyer via email, unless otherwise agreed.
6. The complaint will be handled by the seller without undue delay, no later than 30 days from the date the complaint is filed, unless the seller and the buyer agree otherwise.
7. Unauthorized claim.
In the case of an unauthorized claim (if the reported defect is not found, or if it is a defect not covered by the warranty), the seller may request 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.The customer is in accordance with § 53, paragraph. 7 and § 54 of the Civil Code the right to withdraw from the contract within 14 days of receiving the goods.
3.However, it is necessary to meet important conditions for this. These include that the goods must be: originally packaged (meaning unopened), undamaged, in the original packaging with all documents that were sent with it - warranty card, etc., returned within the period prescribed by law, or extended by the trader.
4. The limitation of the right to withdraw from the contract applies in cases where the seller registers the goods directly for a specific customer and cannot sell them to anyone else, and in the case of custom-made production, where the seller manufactures goods tailored to the customer's requirements. In this case, it is not possible to withdraw from the contract.
5. In the event of withdrawal from the contract by the seller, the seller will promptly contact the buyer and agree on a method of refund.
6. If the buyer has already paid the amount and has the right to withdraw from the contract, the seller will send a credit note to the buyer's address, which the buyer will confirm and send back to the seller. Based on the receipt of a credit note from the customer, the seller will issue a refund.
7. If a customer needs to exchange the goods for a smaller or larger size, they inform the seller with a short message to the email: info@coolpet.eu of the seller who will exchange the goods, it is not necessary to claim the goods. When exchanging a more expensive item for a cheaper one, the price difference will not be refunded to the customer. Only new, undamaged, unused, clean, and non-animal-smelling goods will be exchanged..
8. The buyer covers the costs of postage and shipping in the event of a complaint, return, or exchange of goods.
