Complaints Policy

Complaints Policy

bestdealer.cz

Valid from: [DATE]

1. Introductory Provisions

1.1 This complaints policy governs the rights and obligations of the buyer and the seller when exercising rights from defective performance (complaints) of goods purchased through the e-shop www.bestdealer.cz.

1.2 Seller:

Business name Tomáš Appl
Company ID 17729904
Registered office Sibiřská 12 Aš 352 01
Complaints address Okružní 7 Aš 352 01
E-mail informace@bestdealer.cz
Telephone +420 602946029

 

1.3 The complaints policy is drawn up in accordance with § 2161 et seq. of Act No. 89/2012 Coll. (Civil Code) and Act No. 634/1992 Coll. (Consumer Protection Act).

2. What the warranty covers

2.1 The seller is liable for ensuring that the goods upon receipt:

  • correspond to the agreed description, type, and quantity,
  • have the agreed or usual properties,
  • are suitable for the purpose for which they are normally used,
  • are delivered in the appropriate quantity, measure, or weight,
  • comply with legal requirements.

2.2 If a defect appears within 12 months of receipt, the goods are presumed to have been defective at the time of receipt (statutory presumption).

3. Warranty period

3.1 The statutory period for exercising rights from defective performance is 24 months  from the consumer's receipt of the goods.

3.2 For used goods, the warranty period may be shortened to 12 months – this fact must be explicitly stated in the product description before purchase.

3.3 The warranty period is suspended for the period during which the buyer cannot use the goods due to a legitimate complaint.

4. When a complaint cannot be made

The right from defective performance does not arise, if:

  • the defect arose from improper use, storage, or handling by the buyer,
  • the defect arose from mechanical damage (impact, fall, breakage),
  • the defect arose from natural wear and tear during normal use,
  • the buyer knew about the defect before taking possession or caused it himself,
  • it is a defect caused by interference by an unauthorized person or improper repair,
  • the goods were damaged by a natural disaster,
  • the defect corresponds to the degree of use or wear that the goods had upon receipt.

5. Complaint procedure

Step 1 – Notification of complaint

The buyer shall notify the defect without undue delay after its discovery. A complaint can be made:

In the notification, the buyer shall state:

  • order number or proof of purchase,
  • description of the defect and how it manifests itself,
  • desired method of handling the complaint,
  • contact details (name, email, phone, address).

The buyer may attach a photo of the defect.

Step 2 – Sending the goods

The buyer shall send the complained goods to the seller's operating address at their own expense.

 The goods must be:

  • properly packed so that no further damage occurs during transport,
  • sent with a copy of the proof of purchase (or order number),
  • sent with a description of the defect.

Please note: The seller does not accept cash on delivery shipments.

Step 3 – Assessment of the complaint

The seller will assess the legitimacy of the complaint. The buyer will receive written confirmation of receipt of the complaint (by e-mail) with the date of receipt, a description of the defect, and the desired method of resolution.

Step 4 – Resolution of the complaint

The complaint will be resolved within 30 days at the latest from its application, unless the parties agree otherwise. The buyer will be informed of the result by e-mail or telephone.

6. Rights from defective performance

The buyer may request:

a) Repair or replacement of goods

The buyer has the right to free repair or exchange for defect-free goods, unless it is impossible or disproportionately costly.

b) Discount on the purchase price

The buyer has the right to a reasonable discount if:

  • the seller refused to remove the defect or did not remove it,
  • the defect recurs,
  • the defect is a material breach of the contract.

c) Withdrawal from the contract

The buyer may withdraw from the contract if:

  • the seller refused to remove the defect,
  • the defect was not removed within a reasonable time,
  • the defect is a material breach of the contract,
  • the seller declares that they will not remove the defect.

7. Material and non-material breach of contract

Material breach of contract (the buyer chooses from repair, replacement, discount or withdrawal):

  • the defect prevents proper use of the item,
  • the defect occurs repeatedly (three times the same defect).

Non-material breach of contract (the buyer has the right to repair or a discount):

  • the defect does not prevent proper use of the item.

8. Refund

If the buyer exercises the right to withdraw from the contract due to a defect, the seller will refund the full purchase price including shipping costs within 14 days of receiving the returned goods or proving their dispatch.

The refund will be made in the same way as the payment was made, unless the parties agree otherwise.

9. Final provisions

10.1 This complaints policy is valid from 1.6.2026 and forms an integral part of the General Terms and Conditions of bestdealer.cz.

10.2 The seller is entitled to unilaterally change the complaints policy. The buyer will be informed about the change on the e-shop.