Complaints Procedure

Complaint procedure

1.This Rules of Procedure were drawn up in accordance with the provisions of Act No. 89/2012 Sb., new Civil Code and Law No. 634/1992 Sb., the Consumer Protection Act, as amended later, applies to consumer goods for which the rights of the purchaser of liability for defects are applied during the warranty period.

2.The guarantee period of the consumables shall be 24-month and shall be extended by the period during which the goods were in the guarantee repair.

3.The consumer may make a legitimate complaint in one of the following ways:
e-mail: WolfGang concept s.r.o., Vachova 44/8, 602 00, Brno
e-mail to:
-in person at: WolfGang concept s.r.o., Vachova 44/8, 602 00, Brno

4.When making a complaint, the consumer shall demonstrate:
-proof of sale of the goods (tax document, invoice, guarantee document),
-advertised goods with all accessories,
-detailed description of the defect

5.A proof of acceptance of the goods in the complaint shall be produced to the consumer at the undertaking's premises.

6.The right to use the guarantee shall expire if:
-wear and tear by its usual use,
-non-professional handling and use contrary to the instructions or user manual,
-damage to the element (e.g. water, fire or lightning, etc.),
-damage caused by overload,
-damage to goods during transport (these complaints are dealt with directly with the carrier).

7.In the case of justified complaints, the goods shall be corrected free of charge to the consumer. In the case of an irreversible defect, the goods shall be replaced by new ones. In the case of an exchange of goods, a new guarantee period begins.

8.The period for dealing with the complaint, including the rectification of the defect, shall be without undue delay of thirty calendar days, unless the parties agree otherwise. This period shall begin on the day of receipt of the complaint. If the deadline is not met, the consumer shall have the right to exchange defective goods or to withdraw from the purchase contract.

This Rules of Procedure shall take effect 15.07.2014. Amendments to the Rules of Procedure