INFORMATION - SALES RETURNS REGULATIONS


(Part of Trading Conditions)
  1. Warranty

    The Seller provides a twenty-four (24) month warranty for the Goods sold via the E-shop whereby the warranty period starts at the time the Goods are taken over by the Buyer.
  2. Complaint Procedure

    1. In the interest of speeding up the complaint procedure, the Buyer should contact the Seller in advance by sending an e-mail to info@elidis.cz. Unless the Seller and the Buyer agree otherwise, the complaint, including any defects, will be processed without any undue delay within no more than thirty (30) calendar days of the date the complaint is lodged.
      1. The Buyer shall send the Goods that are the subject of the complaint to the Seller’s service location at the following address: Elidis s.r.o., Úžická 399, 250 70 Odolena Voda, at which both warranty and post-warranty service for the Goods is provided.
      2. After the Seller receives the Goods that are the subject of the complaint, the Seller shall immediately send the Official Complaint Form to the Buyer at the Buyer’s e-mail as specified in the Order or provided by the Buyer at the time the complaint is lodged.
      3. In the case of an acknowledged complaint, in a situation where it is not possible to replace the Goods or to remove the defect, the monies paid for the Goods, including the amount of shipping and packing costs, will be credited to the Buyer’s account (with the exception of any additional amounts associated with the delivery of the Goods resulting from the fact that the Consumer selected a delivery option for the Goods that is different from the cheapest standard delivery method offered by the Seller in accordance with Section 1832 (2) of the Civil Code).
      4. The timeframe for processing the complaint shall be interrupted in the event that the Seller does not receive all of the supporting materials required for processing the complaint (namely any part of the Goods, other documentation). The Seller is obliged to request the Seller to provide additional materials within the shortest possible timeframe after the Buyer lodges the complaint. The processing timeframe is interrupted starting at the time this request is made until such time that the Buyer delivers the requested materials.
      5. The Seller shall notify the Buyer that the complaint has been processed by sending an e-mail to the address specified in the submitted Order or provided by the Buyer at the time the complaint is lodged.
    2. In the event that, at the time the item is taken over by the Buyer, the item does not conform with what is specified in the Purchase Agreement, the Buyer has the right to request the Seller to bring the item into a state that conforms with the Purchase Agreement free of charge and without undue delay, according to the Buyer’s requirements, either by replacing the item or repairing the item. If this is not possible, the Buyer has the right to request a reasonable discount from the price of the item or to withdraw from the Purchase Agreement. This does not apply if the Buyer knew of the defect prior to taking over the item or if the Buyer caused the defect.