Complaints Procedure

I. Introductory Provisions

This complaints procedure governs the process for exercising rights from defective performance (complaints) by the buyer — consumer against the seller Eva Černíková — PROUST, ID: 10930574, registered office [Křižíkova 53/52a, 186 00 Praha 8].

This complaints procedure is issued in accordance with Act No. 89/2012 Coll., the Czech Civil Code, and Act No. 634/1992 Coll., on Consumer Protection.

II. Complaint Filing Period

The buyer is entitled to exercise a right from a defect that occurs in the goods within 24 months of receipt.

If a defect appears within the first 12 months of receipt, the goods are presumed to have been defective at the time of receipt, unless the seller proves otherwise.

III. Where and How to File a Complaint

A complaint may be filed:

• by email at eva@proust.cz
• in writing to: [Křižíkova 53/52a, 186 00 Praha 8]

When filing a complaint, the buyer shall provide:

• their contact details (name, email, phone)
• a description of the defect
• the desired resolution
• order number or date of purchase

IV. Complaint Acknowledgment

The seller is obligated to issue the buyer a written acknowledgment of the complaint, stating the date of receipt, the nature of the complaint, and the requested resolution.

V. Complaint Resolution Deadline

The seller is obligated to resolve the complaint within 30 calendar days from the date of filing, unless a longer period is agreed upon with the buyer.

If the complaint resolution deadline expires, the buyer has the same rights as in the case of a material breach of contract.

VI. Consumer Rights from Defective Performance

Depending on the nature of the defect, the buyer has the right to:

• delivery of new goods without defects (replacement)
• repair of the goods
• a reasonable discount on the purchase price
• withdrawal from the contract

The buyer shall inform the seller of their chosen right upon notification of the defect or without undue delay thereafter.

VII. Complaint Resolution Confirmation

After resolving the complaint, the seller shall issue the buyer a written confirmation of the date and method of resolution, or a justification for rejecting the complaint.