Complaints Procedure / Claims Policy

I. COMPLAINTS CONDITIONS

The company MEXCOR CZ s.r.o. always strives to handle all orders to the satisfaction of its customers; however, it may occur that you are not satisfied with the goods. If you wish to make a complaint or return the goods, it is necessary to proceed in accordance with the following conditions.

The Seller is liable for defects in the goods. The Buyer is obliged to assert the claim arising from liability for defects in the goods (hereinafter referred to as a “complaint”) with the Seller without undue delay after discovering the defects, in accordance with the Seller’s complaints procedure.

Withdrawal of the Buyer from the Purchase Agreement pursuant to Sections 7, 8, 9, 10 of Act No. 102/2014 Coll., on Consumer Protection in Distance Selling or Sales Outside Business Premises (hereinafter the “Distance Selling Consumer Protection Act”):

The Consumer is entitled to withdraw from the Purchase Agreement within 14 days from receipt of the goods according to the Delivery Conditions, without stating a reason, pursuant to Section 7(1) of Act No. 102/2014 Coll.

By submitting the Order, the Buyer confirms that the Seller has duly and timely fulfilled its information obligations pursuant to Section 3 of the Distance Selling Consumer Protection Act.

Complaints regarding goods and defects must be submitted by the Buyer in written form, by e-mail or by post, to the address listed by the Seller on the contact page.

Withdrawal from the contract must be made in written form by e-mail or by post using the supplied form.

The Buyer acknowledges that goods marked in the online store as “made to order” (supplied on the basis of a special order by the Buyer) do not fall under the goods listed in Section 12(1)(5) of Act No. 108/2000 Coll. and cannot be returned within the meaning of the previous provisions.

Address for submitting written complaints and delivering claimed goods:

PUFFHOUSE.cz, Železná 2, 619 00 Brno
E-mail: reklamace@puffhouse.cz

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II. GENERAL PROVISIONS

1. Through this complaints procedure, MEXCOR CZ s.r.o. as the Seller duly informs consumers as Buyers about the conditions and methods of exercising rights arising from liability for defects, including information on where complaints may be submitted and how warranty repairs are carried out.

2. This complaints procedure has been issued in accordance with Act No. 40/1964 Coll., the Civil Code, Act No. 250/2007 Coll., on Consumer Protection, Act No. 391/2015 Coll., on Alternative Dispute Resolution, and other generally binding legal regulations of the Czech Republic.

3. This complaints procedure is published on the Seller’s website www.puffhouse.cz and at the Seller’s registered office at Mlýnská 387/66, Trnitá, 602 00 Brno.

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LIABILITY FOR DEFECTS

1. The Seller is liable for defects present upon receipt and for defects occurring during the warranty period. The warranty period is 24 months.

2. For goods sold at a reduced price due to a defect, the warranty period is 24 months, but the Seller is not liable for the defect for which the reduced price was agreed.

3. For used goods (e.g. display models), the warranty period is 12 months.

4. A warranty exceeding statutory limits may be granted by declaration in the warranty certificate or advertising.

5. Warranty periods commence on the date of receipt of the goods by the Buyer.

6. Time during which the complaint is processed is not included in the warranty period. Replacement restarts the warranty period.

7. Rights lapse if not exercised within the warranty period.

8. The Seller is not liable for defects caused by improper use, mechanical damage, environmental conditions, force majeure, unauthorized interference, or visible defects not reported upon receipt.

9. Color shade differences caused by display devices are not considered defects.

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III. EXERCISING RIGHTS ARISING FROM LIABILITY FOR DEFECTS (COMPLAINTS)

(1) The Buyer may lodge a complaint by:

a) submitting a completed complaint form in writing at the Seller’s place of business at:
PUFFHOUSE.cz, Železná 2, 619 00 Brno, or

b) by electronic mail by sending a completed complaint form to the Seller’s e-mail address reklamace@puffhouse.cz.

(2) When lodging a complaint, the Buyer is required to:

a) describe the defect of the goods as precisely as possible and, where the nature of the defect allows, provide photographic documentation,

b) deliver to the Seller proof of purchase or otherwise demonstrate beyond doubt that the goods were purchased from the Seller, and inform the Seller which right arising from the Seller’s liability for defects pursuant to paragraph (3) of this Article is being exercised.

The Buyer shall send the goods to the Seller’s address Puffhouse.cz, Železná 2, 619 00 Brno by courier service. Customers are advised to wait for the Seller’s request before dispatching the shipment.

(3) Upon lodging a complaint, the Buyer shall also decide which of the rights arising from the Seller’s liability for defects is being exercised and shall notify the Seller accordingly. The Seller hereby informs the Buyer of the rights arising from liability for defects that the Buyer may exercise:

a) in the case of a removable defect, the Buyer may exercise:

• the right to repair (i.e. the right to free, timely and proper removal of the defect),

• the right to replacement of the item (provided that this does not result in disproportionate costs for the Seller with regard to the price of the goods or the seriousness of the defect), or

• the right to replacement of a part of the item, if the defect concerns only that part (provided that this does not result in disproportionate costs for the Seller with regard to the price of the goods or the seriousness of the defect), or

• another right not expressly regulated by law, such as the right to an appropriate reduction of the purchase price, if agreed with the Seller.

b) in the case of a non-removable defect preventing proper use of the item as a defect-free item, the Buyer may exercise:

• the right to replacement of the item, or

• the right to withdraw from the contract (i.e. the right to a refund of the purchase price).

c) in the case of another non-removable defect (i.e. one that does not prevent proper use of the item as defect-free), the Buyer may exercise:

• the right to an appropriate reduction of the purchase price.

d) 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 (i.e. the same defect occurs for the third time after at least two previous repairs), the Buyer may exercise:

• the right to replacement of the item, or

• the right to withdraw from the contract (i.e. a refund of the purchase price).

e) in the case of a removable defect, if the Buyer cannot properly use the item due to a greater number of defects (i.e. at least three different removable defects occurring simultaneously, each of which prevents proper use), the Buyer may exercise:

• the right to replacement of the item, or

• the right to withdraw from the contract (i.e. a refund of the purchase price).

(4) If the Buyer has the right to replacement of the goods or the right to withdraw from the contract (refund of the purchase price), it is at the Buyer’s discretion which of these rights is exercised. Once one of these rights has been exercised with the Seller, the Buyer may not unilaterally change this choice.

(5) Upon lodging a complaint, the Seller shall issue the Buyer with a confirmation of the complaint. If the complaint is lodged by electronic mail or via an online complaint form, the Seller is obliged to deliver the confirmation immediately; otherwise without undue delay, but no later than together with the document on the handling of the complaint. The confirmation of the complaint need not be delivered if the Buyer can prove the lodging of the complaint by other means.

METHOD OF HANDLING COMPLAINTS

(1) A complaint shall be deemed resolved by the completion of the complaint procedure in one of the following ways:

• delivery of a repaired product,

• replacement of the product,

• refund of the purchase price of the product,

• payment of an appropriate discount from the purchase price of the product,

• written request to collect the performance, or

• justified rejection of the complaint.

(2) Based on the Buyer’s decision as to which of the rights arising from the Seller’s liability for defects is exercised, the Seller shall determine the method of handling the complaint:

• immediately,

• no later than within 3 business days from the date of lodging the complaint (in complex cases), or

• no later than within 30 days from the date of lodging the complaint (in justified cases, in particular where complex technical assessment of the product condition is required).

(3) After determining the method of handling the complaint, the Seller shall resolve the complaint immediately or, in justified cases, at a later time; however, the complaint handling shall not exceed 30 days from the date of lodging the complaint. Upon expiry of this period without resolution, the Buyer shall be entitled to withdraw from the contract or to request replacement of the product with a new product.

(4) The Seller is obliged to issue a written document on the handling of the complaint no later than 30 days from the date of lodging the complaint.

(5) The resolution of the complaint shall not affect the Buyer’s right to compensation for damage pursuant to Act No. 294/1999 Coll., on liability for damage caused by a defective product, as amended.

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ALTERNATIVE DISPUTE RESOLUTION

(1) If the Buyer – consumer is not satisfied with the manner in which the Seller has handled the complaint or believes that the Seller has violated their rights, the Buyer has the right to contact the Seller with a request for remedy.

(2) If the Seller responds to the request for remedy in a negative manner or fails to respond within 30 days from the date of its dispatch, the Buyer has the right to submit a proposal for initiating alternative dispute resolution to the competent alternative dispute resolution entity pursuant to Section 12 of Act No. 391/2015 Coll., on alternative consumer dispute resolution and on amendments and supplements to certain acts.

(3) The competent entity for alternative resolution of consumer disputes is the Czech Trade Inspection Authority (Česká obchodní inspekce) or another authorized legal entity entered in the register of alternative dispute resolution entities maintained by the Ministry of Industry and Trade of the Czech Republic. The Buyer has the right to choose which of the above-mentioned alternative dispute resolution entities to contact.

(4) The Buyer may use the online dispute resolution platform established by the European Commission, available on its website, to submit a proposal for alternative dispute resolution of their dispute.

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FINAL PROVISIONS

This Complaints Procedure is valid as of 01 January 2025 and repeals the validity of all previous complaints procedures.
This Complaints Procedure is available at the Seller’s registered office and on the Seller’s website.