for customers of Mgr. Jakub Jandourek

The Complaints Procedure specifies the procedure of the Customer and DECHEM studio s.r.o., (hereinafter referred to as the ‘Seller’) in the event that, despite all efforts made by the Seller to maintain the highest quality of the goods and services offered, a legitimate reason for a claim has arisen on the part of the customer.

In the event of a defect in the purchased goods, it is the interest of the Seller to provide the Customer with such services so that the defect can be remedied in the shortest possible time period or otherwise resolved in accordance with this Complaints Procedure.

2. A change (of properties) in the goods that occurred during the period of liability for defects due to improper use or care cannot be considered as a defect

3. The Customer makes the claim in any of the Seller’s sales galleries or directly at the Seller’s headquarters.

4. The receipt of the claim is immediately decided by the authorised worker of the sales gallery or the Seller.

5. Claims, including the removal of a defect, must be settled within 30 days of the date of making the claim at the latest unless agreed upon otherwise by the Seller and the Customer.

The Customer is obligated to check the purchased goods immediately upon receipt.

2. The warranty period for the goods sold is twenty-four months and begins to run on the day of receipt of the goods by the Customer.

3. Rights of liability for defects of items, for which the warranty period applies, shall expire if not applied within the warranty period.

4. The Customer makes a claim without undue delay after he/ she has been able to see the goods and identify the defect, but at the latest within the complaints period.

5. If the Customer’s claim is processed by the repair of the goods, the warranty period shall be extended from the time of the exercise of the right to remove the defect until the time when the Customer has taken over the repaired goods.

6. If a Customer’s claim is processed by the replacement of the defective goods with new goods, the new warranty period begins to run from the date of receipt of the new goods.

If the defective performance is a substantial breach of contract, the Customer may request a free of charge removal of the defect,

2. the delivery of a new item without defects, if it is not disproportionate with respect to the nature of the defect (if the defect is only a part of the item, the Customer can only request the replacement of that part),

3. if it is not possible to deliver a new item without defects, the Customer may withdraw from the contract,

4. if the Customer does not withdraw from the contract or does not exercise the right to the delivery of a new item without defects, to the replacement of its part, or the repair of the item, he/she may demand a reasonable discount. If the defective performance is an irrelevant breach of contract, the Customer may request

1. a free of charge removal of the defect,

2. a reasonable discount on the purchase price. Until the Buyer exercises the right to a discount on the purchase price or withdraws from the contract, the Seller can deliver what is missing or remove the legal defect. Other defects may be removed by the Seller, according to his/her choice, through repair or delivery of a new item; the choice must not cause unreasonable costs to the Buyer. If the Seller fails to remove the defect in time or refuses to remove the defect, the Buyer may demand a discount on the purchase price or may withdraw from the contract. The Buyer cannot change the carried-out option without the Seller’s consent.

1. Any disputes associated with the dispatch of goods must be claimed exclusively at the registered office of the company: Mgr. Jakub Janďourek, Umělecká 310/2, 170 00, Praha 7

2. When dispatching goods, it is, exceptionally, possible to encounter these types of claims:
a) a defect in the quality of the product or packaging,
b) damage to the goods or packaging during transpo
c) loss of the consignment, d) other claims.

2A) The recommended customer procedure for claiming product quality:
a) send the claimed product or its part to the Seller without undue delay,
b) send a cover letter containing the following particulars or attachments together with the claimed goods:

-indicate whether this is a complaint about product quality, – for customs purposes, indicate the price information – ‘free of charge, without commercial value
– a description of the claimed defect
– the consignment identification number
– a photocopy of the Seller’s invoice
– the return address of the Customer
– the Customer request for the complaint handling method
– the Customer’s original signature

2B) The recommended customer procedure for claiming damage to goods during transport:

a) send the following data or attachments in a cover letter to the Seller without undue delay:

– the delivery identification number (DELIVERY ORDER No.) – at least a photograph of the damaged goods (if a photograph is not available, it is necessary to send the broken goods back)

for customs purposes, indicate the price information – ‘free of charge, without commercial value

– a description and quantity of the damaged good
– a photocopy of the Seller’s invoice
– the Customer’s address
– the Customer’s request for the complaint handling method, b) store the damaged goods for a possible inspection by an insurance commissioner of the insurance company, the value of which is higher than 30,000 CZK (1,200 EUR)

2C) Customer procedure for claiming loss of consignment during transport:
If the consignment has not been delivered correctly and in time (within the specified time period) to the address of the Customer, it is necessary to immediately send a cover letter containing the following data and attachments to the Seller: – the identification number of the lost consignment,

– the delivery address of the Customer,

3. The Seller shall, as soon as he/she receives the claim and the accompanying documents, inform the Customer of the manner in which his/her claim will be processed.

4. Non-delivery of a consignment due to the Customer’s erroneous indication of address cannot be considered a claim and the Customer bears all the costs associated with the re- dispatch of this consignment.

The Complaints Procedure is governed by the relevant provisions of the Civil Code No. 89/2012 Coll., in particular Section 2161 et seq. and Act No. 634/1992 Coll., On Consumer Protection. It enters into force and is effective on 12 April 2020