Podmínky služby

• OVERVIEW

This website is operated by By Isabelle Design. Throughout the site, the terms “we”, “us” and “our” refer to By Isabelle Design. By Isabelle Design offers this website, including all information, tools and Services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any Services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and Services to you.

SECTION 1 - ONLINE STORE TERMS
By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
You must not transmit any worms or viruses or any code of a destructive nature.
A breach or violation of any of the Terms will result in an immediate termination of your Services.

SECTION 2 - GENERAL CONDITIONS
We reserve the right to refuse Service to anyone for any reason at any time.
You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the Service is provided, without express written permission by us.
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.
This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES
Prices for our products are subject to change without notice.
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

SECTION 5 - PRODUCTS OR SERVICES (if applicable)
Certain products or Services may be available exclusively online through the website. These products or Services may have limited quantities and are subject to return or exchange only according to our Refund Policy: [LINK TO REFUND POLICY]
We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.
We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or Services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or Service made on this site is void where prohibited.
We do not warrant that the quality of any products, Services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more details, please review our Refund Policy: [LINK TO REFUND POLICY]

SECTION 7 - OPTIONAL TOOLS
We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.
You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.
Any use by you of the optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).
We may also, in the future, offer new Services and/or features through the website (including the release of new tools and resources). Such new features and/or Services shall also be subject to these Terms of Service.

SECTION 8 - THIRD-PARTY LINKS
Certain content, products and Services available via our Service may include materials from third-parties.
Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or Services of third-parties.
We are not liable for any harm or damages related to the purchase or use of goods, Services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS
If, at our request, you send certain specific submissions (for example contest entries) or without a request from us, you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion to be unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.
You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

SECTION 10 - PERSONAL INFORMATION
Your submission of personal information through the store is governed by our Privacy Policy, which can be viewed here: [LINK TO PRIVACY POLICY]

SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

SECTION 12 - PROHIBITED USES
In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
We do not guarantee, represent or warrant that your use of our Service will be uninterrupted, timely, secure or error-free.
We do not warrant that the results that may be obtained from the use of the Service will be accurate or reliable.
You agree that from time to time we may remove the Service for indefinite periods of time or cancel the Service at any time, without notice to you.
You expressly agree that your use of, or inability to use, the Service is at your sole risk. The Service and all products and Services delivered to you through the Service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
In no case shall By Isabelle Design, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, Service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the Service or any products procured using the Service, or for any other claim related in any way to your use of the Service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the Service or any content (or product) posted, transmitted, or otherwise made available via the Service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

SECTION 14 - INDEMNIFICATION
You agree to indemnify, defend and hold harmless By Isabelle Design and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, Service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

SECTION 15 - SEVERABILITY
In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

SECTION 16 - TERMINATION
The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.
These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.
If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

SECTION 17 - ENTIRE AGREEMENT
The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service and any policies or operating rules posted by us on this site or in respect to the Service constitutes the entire agreement and understanding between you and us and governs your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).
Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

SECTION 18 - GOVERNING LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Czech Republic.

SECTION 19 - CHANGES TO TERMS OF SERVICE
You can review the most current version of the Terms of Service at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

SECTION 20 - CONTACT INFORMATION
Questions about the Terms of Service should be sent to us at info@byisabelledesign.com.
Our contact information is posted below:

By Isabelle Design

Lenka Rindová
info@byisabelledesign.com
Františka Adámka 456/7, 29471 Benátky nad Jizerou, Czechia
+420737706929
IČO 75530325

REKLAMAČNÍ ŘÁD
I. Úvodní ustanovení
   1. Tento reklamační řád je vystaven společností Lenka Rindová, se sídlem Františka Adámka 456/7, 29471 Benátky nad Jizerou, IČO: 75530325,  tel. +420737706929, email: info@byisabelledesign.com (dále jen „Prodávající“).
   2. Tento reklamační řád obsahuje informace o rozsahu, podmínkách a způsobu uplatnění práva z vadného plnění (dále jen „reklamace“) v souvislosti s kupními smlouvami uzavřenými mezi zákazníkem a Prodávajícím, spolu s údaji o tom, kde lze reklamaci uplatnit.
II. Podmínky a způsob uplatnění reklamace
   1. Zákazník může uplatnit reklamaci i na dálku. 
   2. Zákazník uplatňuje reklamaci osobně, poštou na adrese Františka Adámka 456/7, 29471 Benátky nad Jizerou, nebo emailem na adrese info@byisabelledesign.com. Dále zákazník může reklamaci uplatňovat přes kontakt na sociálních sítích, whatsapp, atp. Nákup reklamovaného zboží prokazuje zákazník nákupním dokladem.
   3. Reklamaci je nezbytně nutné uplatnit bez zbytečného odkladu, ihned jakmile se vada objevila. Případné prodlení při pokračujícím užívání zboží může zapříčinit prohloubení vady, znehodnocení zboží a může být důvodem odmítnutí reklamace.
   4. Reklamace se považuje za řádně uplatněnou, jestliže reklamaci nebrání obecné zásady hygieny. Zákazník je povinen předložit reklamované zboží vyčištěné, zbavené všech nečistot a hygienicky nezávadné. Prodávající je oprávněn odmítnout převzít k reklamačnímu řízení zboží, které nebude splňovat výše uvedené zásady obecné hygieny (zejména vyhláška č. 91/1984 Sb., o opatřeních proti přenosným nemocem).
   5. Prodávající je povinen zákazníkovi vydat písemné potvrzení o tom, kdy zákazník právo uplatnil, co je obsahem reklamace a jaký způsob vyřízení reklamace zákazník požaduje; a dále potvrzení o datu a způsobu vyřízení reklamace, včetně potvrzení o provedení opravy a době jejího trvání, případně písemné odůvodnění zamítnutí reklamace.
   6. Prodávající nebo jím pověřený pracovník rozhodne o reklamaci ihned, ve složitých případech do tří pracovních dnů. Do této lhůty se nezapočítává doba přiměřená podle druhu výrobku či služby potřebná k odbornému posouzení vady. Reklamace včetně odstranění vady musí být vyřízena bez zbytečného odkladu, nejpozději do 30 dnů ode dne uplatnění reklamace, pokud se Prodávající se spotřebitelem nedohodne na delší lhůtě. Marné uplynutí této lhůty se považuje za podstatné porušení smlouvy.
III. Rozsah práv z vadného plnění
   1. Práva a povinnosti Prodávajícího a zákazníka ohledně záruky Prodávajícího za jakost zboží při převzetí a práva zákazníka z vadného plnění se řídí příslušnými obecně závaznými předpisy (zejména ustanovením § 2161 a násl. zákona č. 89/2012 Sb. (dále jen „občanský zákoník“) a zákona č. 634/1992 Sb., o ochraně spotřebitele (dále jen „zákon o ochraně spotřebitele“).
   2. Prodávající odpovídá zákazníkovi, že zboží při převzetí nemá vady. Zejména Prodávající odpovídá zákazníkovi, že v době, kdy zákazník zboží převzal:
       a. má zboží vlastnosti, které si Prodávající a zákazník ujednali, a chybí-li ujednání, takové vlastnosti, které Prodávající nebo výrobce popsal nebo které zákazník očekával s ohledem na povahu zboží a na základě reklamy jimi prováděné,
       b. se zboží hodí k účelu, který pro její použití Prodávající uvádí nebo ke kterému se zboží tohoto druhu obvykle používá,
       c. je zboží v odpovídajícím množství, míře nebo hmotnosti, a
       d. zboží vyhovuje požadavkům právních předpisů.
   3. Za vadu nelze považovat změnu (vlastnosti) zboží, která vznikla v důsledku jeho opotřebení, nesprávného používání, nedostatečné nebo nevhodné údržby, v důsledku přirozených změn materiálů, z nichž je zboží vyrobeno, v důsledku jakéhokoliv poškození zákazníkem či třetí osobou nebo jiného nesprávného zásahu. Konkrétně vadou není ztráta/opotřebení pozlacení či jiné povrchové úpravy, která má dočasný charakter. Dále vadou není např. mechanické přetržení šperku.
   4. Projeví-li se vada v průběhu dvanácti měsíců od převzetí, má se za to, že zboží bylo vadné již při převzetí.
   5. Nemá-li zboží vlastnosti stanovené v čl. 3.2 výše, může zákazník požadovat i dodání nového zboží bez vad, pokud to není vzhledem k povaze vady nepřiměřené, ale pokud se vada týká pouze součásti věci, může zákazník požadovat jen výměnu součásti; není-li to možné, může odstoupit od smlouvy. Je-li to však vzhledem k povaze vady neúměrné, zejména lze-li vadu odstranit bez zbytečného odkladu, má zákazník právo na bezplatné odstranění vady.
   6. Právo na dodání nového zboží, nebo výměnu součásti má zákazník i v případě odstranitelné vady, pokud nemůže věc řádně užívat pro opakovaný výskyt vady po opravě nebo pro větší počet vad. V takovém případě má zákazník i právo od kupní smlouvy odstoupit.
   7. Neodstoupí-li zákazník od kupní smlouvy nebo neuplatní-li právo na dodání nového zboží bez vad, na výměnu jeho součásti nebo na opravu zboží, může požadovat přiměřenou slevu. Zákazník má právo na přiměřenou slevu i v případě, že mu Prodávající nemůže dodat nové zboží bez vad, vyměnit jeho součást nebo zboží opravit, jakož i v případě, že Prodávající nezjedná nápravu v přiměřené době nebo že by zjednání nápravy zákazníkovi působilo značné obtíže.
   8. Právo z vadného plnění zákazníkovi nenáleží, pokud zákazník před převzetím zboží věděl, že zboží má vadu, anebo pokud zákazník vadu sám způsobil.
   9. Zákazník je oprávněn uplatnit právo z vady, která se vyskytne u spotřebního zboží v době dvaceti čtyř měsíců od převzetí zboží (s výjimkou uvedenou v čl. 3.8 níže). To neplatí:
       a. u zboží prodávaného za nižší cenu na vadu, pro kterou byla nižší cena ujednána,
       b. na opotřebení zboží způsobené jeho obvyklým užíváním, nebo
       c. vyplývá-li to z povahy věci.
   10. Je-li vadné plnění podstatným porušením smlouvy, má zákazník právo:
       a. na odstranění vady dodáním nové věci bez vady nebo dodáním chybějící věci,
       b. na odstranění vady opravou věci,
       c. na přiměřenou slevu z kupní ceny, nebo
       d. odstoupit od smlouvy.
   11. Zákazník sdělí Prodávajícímu, jaké právo si zvolil, při oznámení vady, nebo bez zbytečného odkladu po oznámení vady. Provedenou volbu nemůže zákazník změnit bez souhlasu Prodávajícího; to neplatí, žádal-li zákazník opravu vady, která se ukáže jako neopravitelná. Neodstraní-li Prodávající vady v přiměřené lhůtě či oznámí-li zákazníkovi, že vady neodstraní, může zákazník požadovat místo odstranění vady přiměřenou slevu z kupní ceny, nebo může od smlouvy odstoupit. Nezvolí-li zákazník své právo včas, má práva podle čl. 3.12 až 3.14.
   12. Je-li vadné plnění nepodstatným porušením smlouvy, má zákazník právo na odstranění vady, anebo na přiměřenou slevu z kupní ceny.
   13. Dokud zákazník neuplatní právo na slevu z kupní ceny nebo neodstoupí od smlouvy, může Prodávající dodat to, co chybí, nebo odstranit právní vadu. Jiné vady může Prodávající odstranit podle své volby opravou zboží nebo dodáním nového zboží; volba nesmí zákazníkovi způsobit nepřiměřené náklady.
   14. Neodstraní-li Prodávající vadu zboží včas nebo vadu věci odmítne odstranit, může zákazník požadovat slevu z kupní ceny, anebo může od smlouvy odstoupit. Provedenou volbu nemůže zákazník změnit bez souhlasu Prodávajícího.
IV. Závěrečná ustanovení
   1. Reklamační řád byl vypracován ve smyslu občanského zákoníku a zákona o ochraně spotřebitele.
   2. Reklamace se vyřizují v souladu s tímto reklamačním řádem, občanským zákoníkem, zákonem o ochraně spotřebitele a dalšími příslušnými právními předpisy.
   3. Tento reklamační řád nabývá platnosti a účinnosti dne 6. 1. 2023

COMPLAINTS PROCEDURE
I. Introductory Provisions
1. This complaint policy is issued by the company Lenka Rindová, with registered office Františka Adámka 456/7, 29471 Benátky nad Jizerou, ID: 75530325, phone +420737706929, email: info@byisabelledesign.com (hereinafter referred to as the "Seller").
2. This complaint procedure contains information on the scope, conditions and method of exercising the right from defective performance (hereinafter referred to as "complaint") in connection with purchase contracts concluded between the customer and the Seller, together with information on where the complaint can be filed.
II. Conditions and method of making a claim
1. The customer can make a complaint even remotely.
2. The customer makes a claim in person, by post at Františka Adámka 456/7, 29471 Benátky nad Jizerou, or by email at info@byisabelledesign.com. In addition, the customer can make a complaint via contact on social networks, whatsapp, etc. The customer proves the purchase of the claimed goods with a purchase receipt.
3. It is absolutely necessary to apply the complaint without unnecessary delay, as soon as the defect appeared. Any delay during the continued use of the goods may cause the defect to worsen, the goods to deteriorate and may be the reason for the rejection of the claim.
4. The complaint is considered to have been properly applied, if the general principles of hygiene do not prevent the complaint. The customer is obliged to present the claimed goods cleaned, free of all impurities and hygienically sound. The seller is entitled to refuse to take over for the complaint procedure goods that do not comply with the above-mentioned principles of general hygiene (in particular Decree No. 91/1984 Coll., on measures against communicable diseases).
5. The seller is obliged to issue a written confirmation to the customer of when the customer has exercised the right, what is the content of the complaint and what method of handling the complaint the customer requires; and further confirmation of the date and method of processing the complaint, including confirmation of the repair and its duration, or written justification for the rejection of the complaint.
6. The seller or an employee authorized by him will decide on the complaint immediately, in complex cases within three working days. This period does not include the time appropriate for the type of product or service required for a professional assessment of the defect. The complaint, including the removal of the defect, must be handled without undue delay, no later than 30 days from the date of the complaint, unless the Seller and the consumer agree on a longer period. Missing this deadline is considered a material breach of contract.
III. Scope of rights from defective performance
1. The rights and obligations of the Seller and the customer regarding the Seller's guarantee for the quality of the goods upon acceptance and the customer's rights from defective performance are governed by the relevant generally binding regulations (in particular the provisions of § 2161 et seq. of Act No. 89/2012 Coll. (hereinafter referred to as the "Civil Code ") and Act No. 634/1992 Coll., on consumer protection (hereinafter referred to as the "Consumer Protection Act").
2. The seller guarantees to the customer that the goods are free of defects upon receipt. In particular, the Seller responds to the customer that at the time the customer took over the goods:
a. the goods have the properties that the Seller and the customer have agreed upon, and if there is no agreement, such properties that the Seller or the manufacturer has described or that the customer expected with regard to the nature of the goods and based on the advertising carried out by them,
b. the goods are suitable for the purpose that the Seller states for their use or for which goods of this type are usually used,
c. the goods are in the appropriate quantity, measure or weight, a
d. the goods comply with the requirements of legal regulations.
3. A change (property) of the goods that has arisen as a result of its wear, improper use, insufficient or inappropriate maintenance, as a result of natural changes in the materials from which the goods are made, as a result of any damage by the customer or a third party, or other improper intervention. Specifically, the defect is not the loss/wear of gilding or other surface treatment, which is of a temporary nature. Furthermore, the defect is not, for example, mechanical breakage of the jewelry.
4. If a defect becomes apparent within twelve months of receipt, it is considered that the goods were already defective upon receipt.
5. If the goods do not have the characteristics specified in Article 3.2 above, the customer may also request the delivery of new goods without defects, if this is not unreasonable due to the nature of the defect, but if the defect concerns only a part of the item, the customer may only request the replacement of the part; if this is not possible, he can withdraw from the contract. However, if this is disproportionate due to the nature of the defect, especially if the defect can be removed without undue delay, the customer has the right to have the defect removed free of charge.
6. The seller or an employee authorized by him will decide on the complaint immediately, in complex cases within three working days. This period does not include the time appropriate for the type of product or service required for a professional assessment of the defect. The complaint, including the removal of the defect, must be handled without undue delay, no later than 30 days from the date of the complaint, unless the Seller and the consumer agree on a longer period. Missing this deadline is considered a material breach of contract.
III. Scope of rights from defective performance
1. The rights and obligations of the Seller and the customer regarding the Seller's guarantee for the quality of the goods upon acceptance and the customer's rights from defective performance are governed by the relevant generally binding regulations (in particular the provisions of § 2161 et seq. of Act No. 89/2012 Coll. (hereinafter referred to as the "Civil Code ") and Act No. 634/1992 Coll., on consumer protection (hereinafter referred to as the "Consumer Protection Act").
2. The seller guarantees to the customer that the goods are free of defects upon receipt. In particular, the Seller responds to the customer that at the time the customer took over the goods:
a. the goods have the properties that the Seller and the customer have agreed upon, and if there is no agreement, such properties that the Seller or the manufacturer has described or that the customer expected with regard to the nature of the goods and based on the advertising carried out by them,
b. the goods are suitable for the purpose that the Seller states for their use or for which goods of this type are usually used,
c. the goods are in the appropriate quantity, measure or weight, a
d. the goods comply with the requirements of legal regulations.
3. A change (property) of the goods that has arisen as a result of its wear, improper use, insufficient or inappropriate maintenance, as a result of natural changes in the materials from which the goods are made, as a result of any damage by the customer or a third party, or other improper intervention. Specifically, the defect is not the loss/wear of gilding or other surface treatment, which is of a temporary nature. Furthermore, the defect is not, for example, mechanical breakage of the jewelry.
4. If a defect becomes apparent within twelve months of receipt, it is considered that the goods were already defective upon receipt.
5. If the goods do not have the characteristics specified in Article 3.2 above, the customer may also request the delivery of new goods without defects, if this is not unreasonable due to the nature of the defect, but if the defect concerns only a part of the item, the customer may only request the replacement of the part; if this is not possible, he can withdraw from the contract. However, if this is disproportionate due to the nature of the defect, especially if the defect can be removed without undue delay, the customer has the right to have the defect removed free of charge.
6. The customer has the right to the delivery of new goods or the replacement of a part even in the case of a removable defect, if he cannot properly use the item due to the repeated occurrence of the defect after repair or due to a larger number of defects. In such a case, the customer also has the right to withdraw from the purchase contract.
7. If the customer does not withdraw from the purchase contract or does not exercise the right to the delivery of new goods without defects, to the replacement of its component or to the repair of the goods, he can demand a reasonable discount. The customer has the right to a reasonable discount even if the Seller is unable to deliver new goods without defects, replace its parts or repair the goods, as well as if the Seller does not remedy the situation in a reasonable time or if the remedy would cause significant difficulties for the customer.
8. The right of defective performance does not belong to the customer if the customer knew before receiving the goods that the goods had a defect, or if the customer himself caused the defect.
9. The customer is entitled to exercise the right from a defect that occurs in consumer goods within twenty-four months of receiving the goods (with the exception stated in Article 3.8 below). This does not apply to:
a. for goods sold at a lower price due to a defect for which a lower price was agreed,
b. for the wear and tear of the goods caused by their usual use, or
c. if it follows from the nature of the matter.
10. If defective performance is a material breach of contract, the customer has the right to:
a. to remove a defect by delivering a new item without a defect or by supplying a missing item,
b. to remove the defect by repairing the item,
c. for a reasonable discount from the purchase price, or
d. withdraw from the contract.
11. The Customer shall inform the Seller of the right he has chosen upon notification of a defect, or without undue delay after notification of a defect. The customer cannot change the choice made without the consent of the Seller; this does not apply if the customer requested repair of a defect that turns out to be irreparable. If the Seller does not remove the defects within a reasonable period of time, or if he informs the customer that he will not remove the defects, the customer may demand a reasonable discount from the purchase price instead of removing the defect, or may withdraw from the contract. If the customer does not choose his right in time, he has the rights according to Articles 3.12 to 3.14.
12. If defective performance is a minor breach of contract, the customer has the right to have the defect removed, or to receive a reasonable discount from the purchase price.
13. As long as the customer does not exercise the right to a discount on the purchase price or withdraw from the contract, the Seller can deliver what is missing or remove the legal defect. Other defects can be removed by the Seller at his option by repairing the goods or by delivering new goods; the choice must not cause unreasonable costs to the customer.
14. If the Seller does not remove the defect in the goods in time or refuses to remove the defect, the customer may request a discount from the purchase price, or may withdraw from the contract. The customer cannot change the choice made without the consent of the Seller.
IV. Final Provisions
1. The complaints procedure was developed in accordance with the Civil Code and the Consumer Protection Act.
2. Complaints are handled in accordance with this complaint procedure, the Civil Code, the Consumer Protection Act and other relevant legal regulations.
3. This complaint regulation becomes valid and effective on January 6, 2023