COMPLAINTS RULES
e-shop BLAK (www.blak.cz)
1. BASIC INFORMATION
1.1 These complaints procedures govern the procedure and conditions for exercising rights arising from defective performance when purchasing Goods in the BLAK e-shop.
1.2 The Complaints Procedure is intended primarily for Consumers. It shall apply mutatis mutandis to purchases by Entrepreneurs, unless otherwise provided by law or agreement.
2. WHEN CAN A COMPLAINT BE MADE?
2.1 The Buyer has the right to claim defects that appear on the Goods after receipt.
2.2 The Seller is responsible to the Consumer that the Goods are free from defects upon receipt and comply with the contract.
2.3 The Buyer is obliged to inspect the Goods upon receipt. If the Goods are damaged during transport, please follow the section "Shipment damage".
3. WHAT IS A DEFECT AND WHAT IS NOT
3.1 A defect is particularly a condition where the Goods:
1) does not correspond to the description or the ordered variant,
2) it is not working properly,
3) has a manufacturing defect,
4) was delivered incomplete.
3.2 The following are usually not considered a defect:
1) normal wear and tear,
2) mechanical damage caused by improper handling,
3) damage caused by unprofessional intervention,
4) damage caused by improper maintenance,
5) minor aesthetic deviations in handmade/piece production that do not affect functionality.
4. HOW TO MAKE A COMPLAINT
4.1 The Buyer contacts the Seller at info@blak.cz and states:
1) order number,
2) description of the defect,
3) preferred solution,
4) ideally attach a photo/video.
4.2 Send the goods to the address for complaints:
Slunečná 673, 251 63 Strančice
4.3 Include your contact information, order number and a brief description of the defect in the shipment.
5. PACKAGING RECOMMENDATIONS
5.1 Pack the goods in a way that prevents further damage during transport. For fragile goods, use a sturdy box and padding.
6. DEADLINES FOR PROCESSING
6.1 The Consumer's complaint will be handled without undue delay, no later than 30 days from the date of filing the complaint, unless the parties agree otherwise.
6.2 The Buyer will be informed about the progress and outcome.
7. SOLUTION OPTIONS
7.1 If the complaint is accepted, the Buyer has the right in particular to:
1) repair,
2) exchange,
3) a reasonable discount,
4) withdrawal from the contract (in case of a material defect / irremovable defect).
7.2 The specific method is assessed according to the nature of the defect, the availability of the goods and legal rules.
8. TRANSPORTATION COSTS
8.1 If the complaint is recognized as justified, the Seller shall bear the reasonable costs.
8.2 If the complaint is rejected, the costs are borne by the Buyer.
9. DAMAGE TO THE SHIPMENT DURING DELIVERY
9.1 If the shipment is visibly damaged, it is recommended not to accept it or to draw up a report with the carrier.
9.2 Then contact info@blak.cz and attach photos.
10. FINAL PROVISIONS
10.1 These complaints procedures do not change the Consumer's statutory rights.