COMPLAINT PROCEDURE
For customers of the company GLASFABRIK KVĚTNÁ s.r.o., Company ID: 29283477, with its registered office at nám. Em. Zahna 1151, Květná, 687 66 Strání, registered with the Regional Court in Brno, Section C, File 70896 (hereinafter also referred to as “the Seller”).
The complaint procedure specifies the steps for the Buyer – a natural person not acting within the scope of their business activity or independent profession – and the Seller in the event that, despite the Seller’s efforts to maintain the highest quality of offered goods and services, the Buyer has a justified reason to file a complaint. The complaint procedure applies to products sold under the GLASFABRIK KVĚTNÁ and KVĚTNÁ 1794 brands.
1. Basic Conditions of Complaints
•The Seller is responsible to the Buyer for ensuring that the purchased goods are free from defects at the time of receipt. Defects do not include the characteristics explicitly declared by the Seller (see the Guaranteed Quality Parameters available at page of Guaranteed Parameters).
•If a defect occurs in the purchased goods through no fault of the Buyer, it is in the Seller’s interest to provide the Buyer with services to have the defect removed in the shortest possible time or otherwise resolve it in accordance with this complaint procedure.
•A defect cannot be considered a change in the goods that occurs during the warranty period due to incorrect use or maintenance.
•The Buyer may file a complaint directly at the Seller’s registered office or at any of its establishments where it is possible to receive complaints considering the assortment of goods sold. Complaints can be received at the following Seller’s establishment:
•Nám. Em. Zahna 329, Květná, 687 66 Strání
•The Seller handles the complaint immediately if the nature of the defect allows it. The complaint, including defect removal, must be resolved within 30 days of the filing date unless the Seller and the Buyer agree on a different timeframe.
•The Buyer has the right to reimbursement of reasonable costs incurred when successfully claiming a defect. Costs incurred by the Buyer where no rights from defects apply are not reimbursable. The Seller may refuse reimbursement if claimed later than 1 month after the defect was reported.
2. Defect Notification and Assertion of Rights from Defects
•The Buyer is obliged to inspect the purchased goods immediately upon receipt.
•The Buyer is obliged to file a complaint without undue delay after having the opportunity to inspect the goods and discover the defect.
•The Buyer is entitled to notify the Seller of a defect and assert a claim for a defect that appears in the goods within twenty-four months from the date of receipt of the goods by the Buyer.
3. Recommended Procedure for Filing a Product Defect Complaint
•Send a letter to the address:
•nám. Em. Zahna 1151
687 66 Květná
•Or to the email address: info@kvetna1794.cz, containing the following information and attachments:
•Order number,
•Indication that the claim is for a product defect,
•Description of the defect along with a photo of the defect, including a label or description of how the defect manifests,
•A photocopy of the Seller’s invoice,
•The Buyer’s return address,
•The Buyer’s preferred method of resolving the complaint,
•The Buyer’s original signature.
•Wait for an email or phone call from the Seller to resolve the complaint according to the Buyer’s preferences, such as, but not limited to: refund, product exchange “hand-to-hand,” or another method based on mutual agreement.
4. Recommended Procedure for Claiming Damaged Goods During Transport
•Send a letter to the address:
•nám. Em. Zahna 1151
687 66 Květná
•Or to the email address: info@kvetna1794.cz, containing the following information and attachments:
•Order number,
•Indication that the claim is due to goods damaged during transport,
•Shipment identification number,
•Photos of the damaged goods (if photos are not available, the damaged goods must be sent back to the address: Aviatická 1092/8, Ruzyně, 161 00 Prague 6),
•Description of the damage and the quantity of the damaged goods,
•A photocopy of the Seller’s invoice,
•The Buyer’s return address,
•The Buyer’s preferred method of resolving the complaint.
•Wait for an email or phone call from the Seller to resolve the complaint according to the Buyer’s preferences.
5. Recommended Procedure for Lost Shipments During Transport
•In the event that the shipment is not delivered properly and on time (within the timeframe set in the carrier’s confirmation of shipment receipt), the Buyer must immediately inform the Seller by email at info@kvetna1794.cz or by delivering a letter to the Seller’s registered address:
•nám. Em. Zahna 1151
687 66 Květná
•The Buyer must provide the following information as part of this notice:
•Order number (if known, e.g., based on the carrier’s or Seller’s notification),
•The Buyer’s delivery address.
•The Seller will inform the Buyer without undue delay, after receiving the complaint and related documents, of how and by when the complaint will be resolved.
•Failure to deliver the shipment due to an incorrect address provided by the Buyer is not considered a valid reason for a complaint, and the Buyer will bear all costs related to resending the shipment.
6. Method of Complaint Resolution
•In the case of a product defect, the Buyer may assert the following rights under the specified conditions:
•For removable defects, the Buyer has the right to free removal of the defect.
•The Buyer has the right to receive new goods free of defects unless this is disproportionate to the nature of the defect. If the defect concerns only a part of the goods, the Buyer is entitled to request the replacement of the defective part. If this is not possible, the Buyer may withdraw from the purchase contract. However, if the defect can be remedied without undue delay, the Buyer is entitled to free removal of the defect.
•If the Buyer does not withdraw from the purchase contract or assert the right to receive new goods free of defects, replacement of parts, or repair of the goods, they may request a reasonable discount. The Buyer is also entitled to a reasonable discount if the Seller cannot deliver new goods free of defects, replace the defective part, or repair the goods within a reasonable time, or if the remedy would cause significant inconvenience to the Buyer.
•If it is not possible to provide the Buyer with new goods free of defects or replace the defective part, the Buyer is entitled to a reasonable discount.
•In the case of repeated defects after repair or for a larger number of defects, the Buyer has the right to receive new goods, replace the defective part, or withdraw from the purchase contract.
7. Exceptions to Liability for Defects
•The Seller is not liable for defects in the following cases:
•If a discount from the purchase price was agreed upon for the defect.
8. Prevention and Services
•The key to maintaining the functionality and properties of goods sold in the Seller’s stores is proper care, which begins with selecting the right product, continues through its proper use, and ends with appropriate maintenance. All important information regarding the nature of the product, its maintenance, and handling is available on the Seller’s website, specifically on the Maintenance page.
•The Seller provides expert advice through its staff to help the Buyer select the appropriate product and to guide proper use and maintenance.
•Decorated products are not recommended for washing in automatic dishwashers.
•The product should be protected from contact with hard and sharp objects, and careful handling is necessary to avoid scratching the product.
•Natural oxidation of gold or other precious metals can be removed using polishing products.
9. Final Provisions
•The complaint procedure is governed by the relevant provisions of the Civil Code No. 89/2012 Coll., in particular § 2161 and following, and Act No. 634/1992 Coll. on Consumer Protection, and comes into effect on July 1, 2021.