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LE PATIO LIFESTYLE s.r.o.
based in Prague 1, Jungmannova 478/30, ZIP code 110 00
identification number: 27173038
registered in the Commercial Register kept by the Municipal Court in Prague, Section C, Insert 101858
for the sale of goods through an online store located at the internet address eshop.lepatio.cz
- GENERAL PROVISIONS
1.1. This Complaints Procedure has been prepared in accordance with the provisions of Act No. 89/2012 Coll., the Civil Code, as amended (hereinafter referred to as the "Civil Code"), and applies to consumer goods (hereinafter referred to as the "goods") for which the buyer's rights arising from defective performance (hereinafter referred to as "claims") are exercised within the warranty period (hereinafter referred to as the "warranty period").
1.2. "Seller" refers to the online store eshop.lepatio.cz operated by LE PATIO LIFESTYLE s.r.o., with its registered office in Prague 1, Jungmannova 748/30, ZIP code 110 00, ID: 27173038, VAT ID: CZ27173038, registered in the Commercial Register kept by the Municipal Court in Prague, Section C, Insert 101858.
1.3. "Buyer" means the entity that has concluded a purchase agreement with the seller for the goods.
1.4. If requested by the buyer, the seller shall provide written confirmation (hereinafter referred to as the "confirmation") specifying the scope and duration of the seller's obligations in case of defective performance. The confirmation shall also include the company name, registered office, and identification information. If the nature of the matter allows, the confirmation may be replaced by a document of purchase containing the company name, registered office, and identification information (hereinafter referred to as the "receipt").
1.5. "Complaint" refers to the notification of a discovered defect made by the buyer, who promptly informs the seller in writing to the address LE PATIO LIFESTYLE s.r.o., Prague 1, Jungmannova 748/30, ZIP code: 110 00, by email to eshop@lepatio.cz, by phone at +420 601 031 032, or by any other means that includes the identification of the buyer, the goods, and a description of the defect.
2. SCOPE AND LIABILITY FOR DEFECTS
2.1. Liability for defects applies to defects in the goods that occur within the warranty period.
2.2. The buyer is not entitled to exercise the rights arising from defective performance if:
* the buyer knew that the goods had a defect before taking over the item.
* the buyer caused the defect themselves.
* the right from the defect was not claimed within the warranty period.
* in case of improper installation, repairs, modifications, or other improper interventions.
* in case of any changes to the original information in the confirmation made by the buyer.
* in case of violation of protective labels or seals, if they were provided by the manufacturer.
* in case of operation, use, or handling of the goods contrary to the instructions provided by the manufacturer.
* in case of damage to the goods caused by a natural disaster.
3. TIME LIMIT FOR EXERCISING RIGHTS ARISING FROM DEFECTIVE PERFORMANCE
3.1. The buyer is entitled to exercise the rights arising from a defect that occurs in the goods within a period of twenty-four months.
3.2. The time limit for exercising the rights starts running from the day of the goods' takeover by the buyer.
3.3. The specific duration of the time limit is stated in the confirmation.
3.4. The period from the acceptance of a justified complaint until the buyer is obliged to take over the goods after the complaint has been processed is not included in the duration of the time limit.
4. CLAIMS ARISING FROM LIABILITY FOR DEFECTS
4.1. In the event of justified exercise of rights arising from defective performance, the buyer is entitled to claims under the Civil Code or other applicable legal regulations.
4.2. The buyer has, in particular, the right to:
* receive the delivery of a new item without defects if the item does not have the characteristics specified in § 2161 of the Civil Code, unless it is unreasonable in view of the nature of the defect.
* have a part replaced if the defect concerns only a component of the item.
* receive the delivery of a new item or have a part replaced even in the case of a removable defect if the buyer cannot properly use the item due to the repeated occurrence of the defect after repair or due to a larger number of defects.
* receive a reasonable price reduction if the buyer does not withdraw from the contract or does not exercise the right to receive a new item without defects, have its component replaced, or have the item repaired.
* receive a reasonable price reduction even if the seller cannot deliver a new item without defects, replace its component, or repair the item, as well as in cases where the seller fails to rectify the defect within a reasonable time or rectifying the defect would cause significant inconvenience to the consumer.
4.3. If the item has a defect for which the seller is liable and it concerns an item sold at a lower price or a used item, the buyer is entitled to a reasonable price reduction instead of the right to exchange the item.
5. ACCEPTANCE OF GOODS
5.1. The buyer accepts only shipments from the carrier that are visibly undamaged. In the event of visible damage to the shipment or if any discrepancy with the delivery note is found, the buyer shall draw up a complaint protocol with the carrier or refuse to accept the goods.
5.2. If the buyer discovers that the contents have been damaged during transportation after accepting and unpacking the shipment, they shall promptly notify the seller, no later than within one working day, by phone at +420 601 031 032, by email at eshop@lepatio.cz, or in writing to LE PATIO LIFESTYLE s.r.o., Prague 1, Jungmannova 748/30, Postal Code: 110 00.
6. ISSUANCE OF A WRITTEN CONFIRMATION
6.1. If not already provided by the seller, the buyer shall be issued a confirmation as stated in clause 1.4.
6.2. The buyer requests the issuance of the confirmation only after verifying the functionality of the product.
6.3. If an original confirmation form is included with the product by the manufacturer, the buyer shall complete it, including the manufacturing serial number and the date of receipt, and send it to LE PATIO LIFESTYLE s.r.o., Prague 1, Jungmannova 748/30, Postal Code: 110 00. The seller will validate and return the sample form to the buyer.
6.4. The buyer acknowledges that some manufacturers do not provide a sample form for confirmation, and typically, a receipt is sufficient for submitting a complaint. The seller provides a list of these manufacturers on their website.
7. PROCEDURE FOR COMPLAINTS AND THEIR HANDLING
7.1. Complaints are handled by the online store lepatio.cz of LE PATIO LIFESTYLE s.r.o., Prague 1, Jungmannova 748/30, Postal Code: 110 00, via phone at +420 601 031 032 or email at eshop@lepatio.cz.
7.2. Upon receiving a complaint, the seller informs the buyer about the subsequent procedure depending on the type of goods, especially where the buyer should deliver the defective goods. The list of authorized service centers is included in the documentation sent together with the goods. Upon request, the seller will provide this list to the buyer.
7.3. The buyer must provide proof of purchase from the seller, primarily by presenting the receipt, and if necessary due to the nature of the item, also the confirmation.
7.4. If necessary due to the nature of the item, the buyer shall send the goods in their complete condition, including the attached instructions, cables, and other accessories.
7.5. The buyer must ensure that the packaging of the goods is sufficiently secure and meets the requirements for transportation. Insufficiently protected goods may not be recognized as valid for a complaint.
7.6. The acceptance of the goods for a complaint will be confirmed to the buyer by email, along with information about the most suitable form and details of the complaint process.
7.7. The buyer will be informed via email, which serves as a confirmation of the receipt of the goods for the complaint. The email will contain a description of the defect, the expected outcome of the complaint, and the approximate date of resolving the complaint.
7.8. The seller is obliged to adhere to the deadlines set by mandatory legal regulations regarding consumer protection for handling the complaint. After resolving the complaint, the seller will contact the buyer by email. The buyer is entitled to inquire about the progress of the complaint, either by phone or by email (eshop@lepatio.cz).
7.9. A protocol will be issued regarding the handling of the complaint, which will be attached to the goods.
7.10. In the case of a valid complaint, the buyer is entitled to reimbursement of transportation costs to the seller's address, but only up to the amount corresponding to the cheapest offered method of delivering the goods.
8. FINAL PROVISIONS
This Complaint Policy comes into effect on July 1st, 2023.