Complaints Policy

1. General Provisions and Definitions

This Complaints Procedure governs, in accordance with Section 1751(1) of Act No. 89/2012 Coll., the Czech Civil Code, the mutual rights and obligations of the contracting parties arising from the Purchase Contract (hereinafter referred to as the "Purchase Contract"), concluded between the Seller and another natural or legal person (hereinafter referred to as the "Buyer") remotely through the Seller's online store, and in particular the complaints procedure for goods whose complaint was filed within the warranty period, which is uniform for all goods at 24 months from the Buyer's receipt of the goods. The "Seller" is Roman Scherks, Skolni 808, 530 06 Pardubice, Company ID 132 27 858, Tax ID CZ6402162272, correspondence address Modelyletadel.cz, Langrova 11, Lazne Bohdanec 53341. All other purchase documents, such as the delivery note or invoice, are sent to the Buyer together with the shipment. Warranty certificates are not issued for these goods; therefore, the Invoice, duly issued and confirmed by the Seller, serves as proof of purchase.

2. Warranty Conditions

• If the goods are delivered by a carrier (Czech Post or GLS) in damaged transport packaging, or if the Buyer has reason to suspect that the carrier has delivered goods showing defects, the Buyer shall draw up a complaint report with the carrier on the spot. In such case, the Buyer is entitled not to accept the goods, and if the complaint is found to be justified, the Buyer is entitled to an exchange for new goods (or a 100% refund of the purchase price) within one week of notifying the Seller of this fact.
• In the case of returning goods to the Seller, the Buyer shall arrange the transport of the goods at their own expense; in the case of a justified complaint by the Buyer, the costs associated with shipping and handling shall be refunded to the Buyer's bank account.
• The warranty period begins upon the Buyer's receipt of the item. In the case of an exchange, the warranty period starts anew.
• When unpacking the goods, the Buyer should take care not to damage the packaging and should keep the packaging. If the goods need to be returned to the Seller or a service centre, the Buyer is obliged to pack the goods in this packaging. If the Buyer no longer has the original packaging, the Buyer is obliged to obtain new packaging at their own expense that meets the requirements for transporting fragile goods and to label it with the appropriate symbols.
• The Buyer acknowledges that in the case of insufficiently protected goods during transport, the complaint may not be accepted. When returning the goods, the goods must be in complete condition including all accessories.
• A copy of the delivery note (or invoice) and a precise description of the defects must be enclosed with the shipment. After processing the complaint, the Seller shall request the Buyer to collect the goods, or shall send them back to the Buyer at the Seller's expense and at the Buyer's risk.
• If the complaint was unjustified (the defect was caused by improper use or incorrect handling, etc.), the Seller shall charge the Buyer for the costs of locating and repairing the defect and shipping costs. The Buyer is obliged to pay these costs within the specified deadline, but no later than 14 days from the conclusion of the complaints procedure.
• In the case of irreparable defects, the Buyer has the right to a reasonable discount on the price of the item, an exchange, or a refund of the purchase price.

The warranty claim shall become void in the following cases:

• unprofessional installation, handling or operation;
• use of the goods under conditions that do not correspond to the parameters specified in the documentation;
• the goods were damaged by natural elements.

3. Complaints Conditions

In the case of any complaint, the Buyer shall inform the Seller by telephone or email and agree on the most suitable form of the complaints procedure.

4. Final Provisions

The complaints procedure may not be used as a form of withdrawal from the contract and vice versa.

This Complaints Procedure becomes effective on 1 April 2026.

Changes to the Complaints Procedure are reserved.