The following terms and conditions shall only apply if the buyer is a consumer (pursuant to Section 419 of the Civil Code).
You may claim the product in our store in Brno or send it by mail.
The claim must be attended without undue delay, no later than within 30 days.
How to Proceed with a Complaint
A claim can only be made within 24 months of receipt of the goods. If a defect appears on the goods, we recommend that you make a claim immediately. Continued use of the goods may cause the defect to become more serious and the goods to deteriorate and may be grounds for rejecting the claim.
The goods claimed must be complete (e.g. not just one shoe, but the whole pair), clean, dry and hygienic.
When making a claim, it is necessary to prove the purchase of the goods from SNOWBOARD ZEZULA s.r.o. with proof of purchase (sales receipt or invoice).
In case you send the goods for claim by post, write directly on the copy of the document the reason for the claim, briefly describe the defect.
Address for Sending Claims:
Palackého třída 170
612 00 Brno
The Complaints Procedure effectively specifies the procedure of the customer and SNOWBOARD ZEZULA s.r.o. in the situation when, despite all efforts of SNOWBOARD ZEZULA s.r.o. to maintain the high quality of the goods offered, the customer has a legitimate reason to claim.
This Complaint Procedure applies only to cases where the buyer is a consumer according to § 419 of the Civil Code.
When selecting goods, it is necessary that the type and size of the product chosen exactly matches the customer's needs. Before purchasing a product, the customer shall take into account the purpose of use, design, material composition and treatment of the goods. Only goods that are well chosen in terms of function, product range and size are a prerequisite for fulfilling the utility value and intended use of the goods.
Excessive or inappropriate use of the product or its use for an inappropriate purpose may adversely affect the functionality and durability of the product and may be grounds for rejection of the claim.
Proper and regular maintenance of the product is a prerequisite for the good condition of the product and its full functionality. We will advise you how to properly maintain your snowboard equipment.
General Complaints Conditions
The Buyer's rights under the liability for breach of the contract of sale and liability for defects in the goods (hereinafter referred to as the claim/complaint) must always be exercised in accordance with this Claims Procedure as amended, which is an integral part of the contract of sale between the Seller and the Buyer. The Seller is obliged to inform the Buyer of the contents of the Complaints Procedure in an appropriate manner (e.g. by posting it in the shop, publishing it on the website).
In the event that the Buyer discovers that the goods are not in conformity with the contract of sale upon receipt, or if there is a defect in the goods, the Buyer may file a claim with the Seller. The goods shall not be deemed to be in breach of the contract of sale or the defect cannot be claimed if:
- the change in the characteristics of the goods is due to wear and tear or improper use, storage, improper intervention or mechanical damage
- the change in the characteristics of the goods is due to failure to carry out the necessary maintenance or to improper maintenance
- the claim relates to a defect for which a lower price was agreed
- if the goods are second-hand and the defect corresponds to the degree of use or wear and tear which the goods had when they were taken over by the buyer
- the goods are already completely worn out within their utility value
Making a Claim
The buyer should file a claim at the place where he purchased the goods. However, the Buyer has the right to make a claim at any establishment belonging to the Seller, where the acceptance of the claim is possible, taking into account the range of goods sold, or at the Seller's registered office. An exception is the lodging of a claim with the person designated to carry out the repair in the Seller's acknowledgement of obligations in the event of defective performance.
The right of defective performance does not belong to the buyer if the defect was caused by the buyer. A defect is not wear and tear caused by normal use or, in the case of a second-hand item, wear and tear corresponding to the degree of its previous use.
The Seller is obliged to ensure the presence of the employee in charge of handling claims in the shop at all times during business hours.
The Buyer is obliged to prove that his claim for complaint handling is justified, i.e. to provide evidence of the place and time of purchase and the price of the purchased goods. The Buyer shall prove the above by a sales receipt, a confirmation of the Seller's obligations in the case of defective performance, or in any other credible way.
Time Period for Claiming Defects
The buyer is entitled to exercise the right to claim for defects that occur in consumer goods within twenty-four months of receipt. In the case of a second-hand purchase, the buyer is entitled to exercise the right to claim the defect within one year of receipt of the goods.
The right to claim shall be extinguished if it is not exercised within the period for exercising the rights of defective performance.
The period from the time of the claim to the time when the buyer is obliged to take over the goods after the repair is completed is not included in the period for exercising the rights of defective performance.
The period for exercising rights under defective performance cannot be confused with the lifetime of the goods, i.e. the period of time for which the goods can last if properly used and maintained, given their characteristics, purpose and intensity of use.
The seller or other person may also provide the buyer with a guarantee of quality in addition to the statutory rights of defective performance.
The Seller is obliged to issue a written confirmation to the Buyer when the claim is made, in which it indicates the date when the Buyer made the claim, what is its content, what method of handling the claim the Buyer requires and the Buyer's contact details for the purpose of providing information on the handling of the claim. This obligation also applies to other persons designated to carry out the repair.
The complaint, including the rectification of the defect, must be settled within 30 days of the date of the complaint, unless the seller and the buyer agree on a longer period.
After the expiry of the time limit referred to in the preceding sentence, the buyer may withdraw from the contract or demand a reasonable discount.
The Seller is entitled to decide on the claim himself and is not obliged to comply with the Buyer's request for a third party to assess the validity of the claim. The Seller is also entitled to decide on the method of repair himself. The Buyer may not hand over the goods to a third party for repair without the Seller's consent. In this case, the buyer loses the right to free repair.
The Buyer is obliged to take delivery of the goods on the date indicated on the complaint settlement certificate. If the buyer fails to collect the goods within six months from the date indicated and if the buyer has been asked to collect the goods at least once within this period, the seller has the right to dispose of the goods.
The Seller is obliged to issue the Buyer with a confirmation of the date and manner of settlement of the complaint, including confirmation of the repair and the duration of the repair, or a written justification for the rejection of the complaint. This obligation also applies to other persons appointed to carry out the repair.
The buyer's rights are specified in the Terms and Conditions of SNOWBOARD ZEZULA s.r.o.