Dealing with complaints and returns
If there is a defect in the purchased goods during the warranty/guarantee period, the customer has the right to claim for the defect. A defect is considered to mean a change to the goods which is caused by the use of unsuitable and/or poor quality material, or failure to observe the correct technology, or it may be an inappropriate design solution. There is no defect in any change to the goods that occurs during the warranty/guarantee period due to its normal wear and tear, improper use, or improper maintenance due to natural changes in the materials from which the goods are made, or due to damage by the user or a third party. A properly applied claim is considered to be when the claimed goods are delivered completely, and the general principles of hygiene do not prevent the claim. The customer is obliged to present the claimed goods clean, free of dirt, and hygienically undamaged. KeMax s.r.o. is entitled to refuse to accept goods that do not comply with general hygiene principles. Complaints including the removal of defects must be handled without undue delay, but not later than 30 days from the date of application. This period also applies in case of non-recognition of the claim. The complainant may, in special cases, be agreed with the customer after a longer period. The customer applies the complaint to KeMax s.r.o., Antonína Sovy 2344, Česká Lípa. The customer may make a claim in person or by post. The customer is obliged to prove that he purchased the claimed goods directly from KeMax s.r.o. As a rule, this demonstration is carried out by means of a purchase document (receipt) or other credible means. The right of liability for defects must be exercised within the warranty/guarantee period. It is absolutely necessary to make a claim as soon as the defect has appeared. Any delay in the continuing use of the goods may cause a deepening of the defect, a devaluation of the goods, and may be a valid reason for rejecting the claim. The warranty/guarantee period is 24 months, and begins to run from the date of receipt of the goods. The period from the exercise of the right of liability for defects to the time when the customer was obliged to take over the item after the repair is not included in the warranty/guarantee period. If the claim procedure results in the exchange of the claimed goods, the warranty/guarantee period will start to run again from the date of receipt of the new goods. When replacing a defective part, the new warranty/guarantee period for the replaced part is covered. The warranty/guarantee period cannot be confused with the lifespan of the goods, i.e. the period during which, with proper use and proper care, including maintenance, the goods may withstand their properties, purpose, and variation in the intensity of their use. Removable defects are considered to be those that may be removed by repair without the appearance, function, and quality of the goods suffering. In the event of a removable defect occurring, the customer is entitled to have said defect removed free of charge, in a timely manner. KeMax s.ro. is obliged to remove the defect without undue delay, but not later than within 30 calendar days from the date of the claim. The repairer will decide on the repair, and will set or agree on the date of collection of the repair by the customer, unless otherwise agreed (by post). If the repair is not appropriate due to the nature of the defect, the customer may require replacement of the goods (may be exchanged for other goods). If an exchange of goods is not possible, the customer may request a reasonable discount on the price of the goods, or alternatively may withdraw from the contract. In the case of a removable defect, the customer has the right to replacement of the goods (may be exchanged for other goods) or to withdraw from the contract if: - the complaint has not been settled within 30 days of its application, and no other agreement has been reached, or use the goods properly for a greater number of irreparable defects. The recurrence of a defect after the repair occurs, if the same defect that has been removed at least twice during the warranty/guarantee period occurs again. A greater number of defects affecting the goods, if, at the same time, there are at least three removable defects. A non-removable defect is considered to be such a defect that cannot be removed, or its elimination is not purposeful, with regard to all decisive circumstances. If it is a non-removable defect that prevents the goods from being properly used as goods without defects, the customer has the right to request the replacement of the goods for new faultless goods (may be exchanged for other goods), or to withdraw from the purchase contract. If the nature of the non-removable defect does not prevent the proper use of the goods as non-defective goods (e.g. aesthetic defects), and the customer does not require the replacement of the goods, he/she is entitled to a reasonable discount on the purchase price, or may withdraw from the contract. The provision of the discount takes into account the nature of the defect, the degree and manner of wear of the product, the length of its use, and the possibilities of further use. Any contradiction with the purchase contract that occurs within six months of receipt of the goods shall be deemed to be inconsistent at the time of receipt, unless this is contrary to the nature of the goods, or unless proven otherwise. This does not apply if the customer knew about the discrepancy with the purchase agreement before the goods were taken over, or caused the discrepancy with the purchase contract. Cases where this is contrary to the nature of the goods are, in particular, a change in the characteristics of the goods as a result of a natural change of material, or due to the wear of the goods. In the event that the goods are not in compliance with the purchase contract, KeMax s.r.o. is obliged to bring the goods into the state corresponding to the purchase contract without undue delay, either by repairing the goods, or by replacing them (may be exchanged for other goods). If this is not possible, the customer may request a reasonable discount, or withdraw from the contract. A customer may return his online order within 14 days of delivery, without giving any reason, at his own expense. When buying an unsuitable shoe size, the customer may request replacement shoes in the correct size. Outside the Czech Republic, this exchange can only take place if the customer pays for the transport of both the unsuitable footwear to KeMax Ltd., and from KeMax s.r.o. to the customer.