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COMPLAINTS PROCEDURE

of the company Kidero Group s.r.o. for the sale of goods through eshop available at kidero.be

The Complaints Procedure is intended ONLY for the CONSUMER and forms an integral part of the General Terms and Conditions (“GTC”).

Contact information:

Telephone: +32 2 886 0563.

Email: [email protected]

Where to deliver the goods in case of a complaint?

You can deliver the goods to us at our warehouse address: Kidero Group s.r.o., U Silnice 949/11, 161 00 Prague 6.

  1. WHAT OUR GOODS SHOULD LOOK LIKE UPON RECEIPT
    1. What characteristics should our goods have at the time of receipt? We are responsible for ensuring that the goods are free from defects on receipt. In particular, we are responsible for the fact that at the time you receive the goods:
      1. the goods have the characteristics that we have agreed or that we or the manufacturer have described (including in adverts) or that you have come to expect in view of the nature of the goods,
      2. the goods are fit for the purpose we state for their use or for which goods of that kind are usually used,
      3. the goods correspond in quality or design to that agreed by the parties, or to the design of an agreed sample or template if the quality or design was determined by reference to an agreed sample or template,
      4. the goods are in the appropriate quantity, measure or weight,
      5. the goods comply with the requirements of the legislation.
    2. Assumption that the goods are defective.If the defect becomes apparent within 12 months of receipt of the goods, the goods shall be presumed to have been defective on receipt unless we prove otherwise.
  2. IN WHICH SITUATIONS YOUR CLAIM WILL NOT BE ACCEPTED
    1. What defects are we not responsible for? We are not liable to you for defects in the following cases:
    2. if the goods are defective at the time of receipt and a discount on the purchase price is agreed for such defect, 
    3. the defect has been caused by wear and tear caused by normal use, or if it is apparent from the nature of the goods,
    4. the defect is caused by you and has been caused by improper storage, improper maintenance, your intervention or mechanical damage, all in conditions that are inadequate in terms of temperature, dustiness, humidity, other environmental influences and is directly specified by us or the manufacturer (usually on the package leaflet / label of the goods) or as a result of legal regulations, 
    5. goods that have been modified by the customer and if the defect has arisen as a result of this modification,
    6. the use of the goods in conditions that do not correspond to the temperature, dustiness, humidity, chemical and mechanical environment directly intended by the seller or manufacturer or that result from legislation,
    7. the defect was caused by an external event beyond our control (e.g. natural disaster).
  3. WHAT TO LOOK OUT FOR WHEN RECEIVING GOODS?
    1. Please check the contents of our package carefully to make sure you have received what you ordered. Check the goods to make sure they are in the right condition (in particular, that you have received the correct type of goods, that the goods are of the agreed quality, that the goods contain everything they are supposed to contain in their packaging).
    2. A complaint is not possible for a defect which you caused, knew about or, with the exercise of ordinary care, should have known about when concluding the contract of sale.
  4. WERE THE GOODS DAMAGED IN TRANSIT? 
    1. Prior to receipt of the goods from the carrier. Please, check the integrity of the packaging. If the packaging is damaged, notify the carrier directly and the parcel will be retained by the carrier and returned to us. This is the easiest way to handle a damaged parcel claim and a new parcel will be sent to you.
    2. Are the goods damaged in the parcel? Please contact us via the complaint form, or by email: [email protected], or telephone, and we will deal with your complaint within 3 days.
    3. If you have paid for Shipment Insurance. In case you have chosen and subsequently paid for the Shipment Insurance service during the order process, we will send you new goods within 1 working day at the latest after you have reported damage to the goods due to transport. You will not have to wait for a settlement of the claim with the carrier, we will handle everything.
  5. HOW TO PROCEED IF YOU RECEIVED SOMETHING DIFFERENT THAT WHAT YOU ORDERED FROM US? 
    1. Did you receive anything other than what you ordered? Please contact us via the complaint form or by email: [email protected]. We apologize in advance for any errors in your order and will do everything we can to make the complaint process as convenient as possible for you. We will contact you to agree on the next course of action.
  6. DISCOVERY OF A DEFECT WITHIN 14 DAYS FROM RECEIPT OF THE GOODS 
    1. What if I discover a defect of the goods within 14 days of receipt? Contact us preferably via the complaint form or by e-mail: [email protected].
    2. A complaint is not the same as a right of withdrawal. Within 30 days of receipt of the goods, we guarantee you the right to withdraw from the purchase contract or exchange the goods for another. However, in this case, the goods must be returned undamaged or in sealed or hygienic packaging. Otherwise, you are liable for the diminished value of the goods and/or risk that your right of withdrawal will not arise. If you have already unpacked the goods and found a defect on one of the first uses, we recommend as the best course of action to return the goods.
  7. DISCOVERY OF A DEFECT WITHIN 24 MONTHS FROM RECEIPT OF THE GOODS 
    1. When to complain about defective goods. You are obliged to exercise your right to complain without undue delay after the defect has been discovered. You are entitled to exercise your right to claim for a defect within 24 months of receipt of the goods, except for the goods for which the period of time during which the goods may be used is stated on the packaging, label, in the instructions accompanying the goods or in the advertising in accordance with other legislation. Here the provisions on the guarantee of quality (contractual warranty) will apply here.
    2. What happens after 24 months? After the expiry of this period (24 months), the right to claim for defects cannot be exercised. If this is possible for the goods in question, this period is extended by the time you have not been able to use the goods because they were in the process of a legitimate complaint. Whilst we always try to resolve claims to your satisfaction, some products must be handled in accordance with the instructions on the packaging/label/packaging information - otherwise they will be damaged. In these cases, even if the 24 month period has not yet expired, we cannot accept your complaint in the case of goods that have been modified at your request and in the case of a defect caused by an external event.
    3. How can I file a complaint? In order to file a complaint about defects in the goods, you can use our complaint form , which intuitively guides you to enter all the necessary information about the product, including the chosen method of complaint handling. You can exercise your rights under the liability for defects at our warehouse address.
    4. We will acknowledge receipt of the claim via email.The moment we receive the details of the claim from you  is considered as the moment of the submission of the claim.
    5. Who bears the cost of shipping of the claimed goods? If you request the removal of the defect (repair or delivery of new goods or part thereof) we bear the cost of transporting the claimed goods back to us. By using our complaint form, you will be able to select a specific carrier from our offer according to the dimensions of the goods. You will then download the return label, which will also be sent to your email address. Please note that if you send the claimed goods by cash on delivery and/or other means at our expense, they will not be collected by us and will be returned to you at your expense.
    6. What should the claimed goods look like? Please return the goods complete, undamaged (except for the claimed defect). Please note that if you send the claimed goods by cash on delivery and/or other means at our expense, they will not be collected by us and will be returned to you at your expense.
    7. Confirmation. Upon receipt of the claimed goods, a confirmation of receipt of the claim and its contents will be sent to the email address you have provided
  8. HOW QUICKLY YOUR CLAIM WILL BE SETTLED
    1. When will the complaint process be completed? The Civil Code gives us 30 days from the date of the complaint to settle the complaint. We try to settle the complaints within 5 days, it is our priority. Within this period, the complaint process is usually concluded by us at the latest.
    2. Defect assessment. After the delivery of the claimed goods back to us, an assessment of the defect is made and we contact the customer with a preliminary opinion. The time required for a professional assessment of the defect (e.g. it may be necessary for us to request the assistance of our supplier or the manufacturer) is not included in this time limit.
    3. If the goods are defective, the complaint procedure shall be concluded within 30 days of the defect. In justified cases, the authorized employee may agree on a longer period with the customer. We are obliged to ask you to complete the documentation as soon as possible.
    4. If the goods are not found to be defective, you will be informed of the rejection of your claim. We will agree on the next course of action.
  9. HOW TO HANDLE A COMPLAINT
    1. What will affect my options? You will have the right to demand that the defect be remedied. You may choose to:
      1. repair of the item;
      2. supply of a new item; or 
      3. supply of the missing part.

      This should not be an unreasonable request on your part. If repairing the item will cause us considerable difficulty or is not a reasonable request in view of the value of the item and the significance of the defect, we will tell you. We will do the same if we consider your request for a new item to be unreasonable in view of the defect in the goods or the value of the goods.

    2. If there is a material breach of the purchase contract.If the defect constitutes a material breach of the purchase contract, you will have the right to withdraw from the purchase contract or claim a reasonable discount on the purchase price of the goods.
    3. When can I request a refund of the purchase price? In some situations, it will be possible to withdraw from the purchase contract and claim a refund of the purchase price. This will not be possible in situations where the defect in the goods is not significant. What will be the situations where you can withdraw from the purchase contract and claim a refund of the purchase price:
      1. we refuse to remedy the defect in the goods or we have not remedied the defect within a reasonable time;
      2. it is apparent from our statement or other circumstances that the defect will not be remedied within a reasonable time or without significant inconvenience to the buyer;
      3. the defect in the goods appears repeatedly; or 
      4. it is a material breach of the purchase contract.
    4. When will it be possible to claim a reasonable discount on the purchase price of the goods? In some situations you may be able to claim a reasonable discount on the purchase price. This will not be possible in situations where the defect in the goods is not significant. What are the situations where you can claim a reasonable discount on the purchase price?
      1. we refuse to remedy the defect in the goods or we have not remedied the defect within a reasonable time;
      2. it is apparent from our statement or other circumstances that the defect will not be remedied within a reasonable time or without significant inconvenience to the buyer;
      3. the defect in the goods appears repeatedly; or 
      4. it is a material breach of the purchase contract.
    5. You tell us how to handle the complaint. If not, we will ask you. You are obliged to tell us what right you have chosen from the defective performance when you notify us of the defect or without undue delay after notification of the defect. You may not change the choice you have made without our consent; this does not apply if you request the repair of a defect that proves to be irreparable. 
    6. Return of the original goods. When we settle a claim by supplying new goods, you are obliged to return the originally supplied goods to us (unless we agree otherwise).
  10. TERMINATION OF THE COMPLAINTS PROCEDURE
    1. If you have submitted the claim in person with us. After the claim has been settled, you will be notified of the termination of the claim and you will be required to collect the claimed goods without undue delay, no later than 30 days from the date on which you were informed of the settlement of the claim. If you wish to have the goods sent to your home after settlement of the claim, we will arrange this at our expense. Alternatively, we will give you reasons for rejecting the claim.
    2. If you have sent the goods to us. If the claimed goods have been sent to us for claim by a carrier, they will automatically be sent to the address you have provided to us after the claim has been processed. If applicable, we will give reasons for rejecting the claim.
    3. If we refund the purchase price, we will send the purchase price paid to you back to the bank account you provide us without undue delay. 
    4. You can also pick up the claimed goods from us in person within 30 days from the day you were notified of the settlement of the claim. After this period, we are entitled to charge a storage fee in accordance with Section 2120 (1) and § 2159 (2) of the Civil Code. A daily storage fee of 20 CZK is charged.
    5. If you do not collect the goods from a settled claim within 6 months of being informed of the settlement, we reserve the right to sell the goods and use the proceeds to pay the storage charges.
    6. You are obliged to check the goods on receipt, in particular that the parcel containing the goods contains everything it is supposed to contain. Later objections will no longer be taken into account.
  11. FINAL PROVISIONS
    1. The customer's statutory rights are not affected by this Complaints Procedure.
    2. The Complaints Procedure (for consumers only) is valid from 20 March 2024 and supersedes the previous Complaints Procedure.