This Complaints and Returns Policy governs the manner and conditions for making claims regarding defects in goods purchased through the online shop Dometa from our company
PNM International s.r.o., registered office at Nádražní 385/34, 702 00 Ostrava, Company ID: 05060192, VAT ID: CZ05060192, registered in the Commercial Register maintained by the Regional Court in Ostrava, Section C, File 66046
Contact address: PNM International s.r.o., U1 – Průmyslový park Karviná, Závodní 540/51, 735 06 Karviná – Nové Město
Telephone number: (+420) 555 222 029
Contact email: eshop@dometa.cz
As the seller we are liable for the goods being free from defects at the time of delivery. This means that at the time of delivery the goods in particular:
We are also liable to consumers for defects not occurring within the warranty period. If you are not a consumer, the statutory warranty period under Article 2 is not provided to you. Article 2 applies to consumers only.
We do not provide any quality guarantee beyond the statutory warranty period for consumers.
If you are an entrepreneur, rights arising from defective performance are established only by a defect that existed at the time the risk of damage to the goods passed, even if it becomes apparent later. If a defect occurs as a result of our breach of any of our obligations, you are also entitled to rights arising from defective performance in such a case.
A difference in shades of colours in reality and on electronic display devices cannot be considered a defect in goods. If the goods do not match your expectations, you have the right, if you are a consumer, to withdraw from the contract within 14 days of receipt of the goods in accordance with Article 5 of the General Terms and Conditions.
If you are a consumer and a defect manifests within six months of receipt, it is presumed that the goods were defective at the time of receipt.
For unused consumer goods, the warranty period is twenty-four months from receipt of the goods, unless a longer warranty period is stated on the web interface, in documents enclosed with the goods, or in advertising.
If the goods bear a best-before date, or if the goods are perishable and a use-by date is indicated, the warranty period runs until that date.
Please note that in the event of exchange or repair of goods, the new goods or replaced components and spare parts do not carry a new warranty period. The warranty period is, however, extended by the period during which you were unable to use the goods due to the defect, i.e. in particular by the period during which the goods are under repair.
Your rights arising from defective performance are governed by the Civil Code, in particular Sections 2099 to 2117 and, if you are a consumer, also Sections 2165 to 2174.
A. Whether you are a consumer or an entrepreneur:
If the defect existed or is presumed to have existed at the time of receipt of the goods, the following rights arising from defective performance are available to you.
If the defect constitutes a material breach of contract, the following rights are available:
a) remedy of the defect by delivery of new defect-free goods or delivery of missing goods;
In the event of a material breach of contract, when notifying us of the defect or without undue delay after notification, inform us of which right arising from defective performance you have chosen. Please note that if you fail to do so, only the rights that would apply in the event of an immaterial breach of contract will be available to you. A choice once made may only be changed by agreement with us.
If we do not remedy the defect within a reasonable period, you may request a reasonable reduction in the purchase price instead of remedy, or you may withdraw from the contract.
If the defect constitutes an immaterial breach of contract, you may request:
a) remedy of the defect; or
b) a reasonable reduction in the purchase price.
If we do not remedy the defect in a timely manner or refuse to remedy it, you may request a reduction in the purchase price or withdraw from the contract. A choice once made may only be changed by agreement with us.
Please note that until you exercise your right to a reduction in the purchase price or withdraw from the contract, we are entitled to deliver missing goods or remedy a legal defect (in particular to deliver missing documents).
Exchange of goods or withdrawal from the contract cannot be requested if you cannot return the goods in the condition in which you received them. This does not apply if:
a) the change in condition occurred as a result of inspection to identify the defect;
b) you used the goods before the defect was discovered;
c) you did not cause the impossibility of returning the goods in unchanged condition by action or omission; or
d) you sold the goods before the defect was discovered, consumed them, or altered them during normal use; if this occurred only in part, return what you can and compensate us to the extent you benefited from using the goods.
B. Only if you are a consumer:
If a defect in consumer goods manifests within the warranty period of twenty-four months from receipt (twelve months for used goods), the following rights are available to you:
a) right to exchange the goods if:
You cannot request exchange of goods if exchange would be disproportionate to the nature of the defect. In such a case you are entitled to free remedy of the defect. The right to exchange goods also does not apply if only a part (component) of the goods is defective.
b) right to exchange a defective component of the goods if:
c) right to a reasonable reduction in the purchase price if:
d) right to withdraw from the contract if:
Rights arising from defective performance are not available to you if:
The warranty and liability for defects further do not apply to:
File your complaint with our company without undue delay after discovering the defect. In accordance with consumer protection legislation, we accept complaints:
For the fastest possible processing of your complaint, we recommend using our contact address:
PNM International s.r.o.
Závodní 540/51
735 06 Karviná
Recommended procedure when making a complaint:
Failure to complete any of the above steps or to present any of the above documents does not prevent a positive outcome of the complaint under the statutory conditions.
A complaint is deemed filed at the moment we are notified of the occurrence of the defect and the right from liability for defects of the sold item is exercised.
We process received complaints immediately, and in complex cases within three business days. The time proportionate to the type of product or service required for expert assessment of the defect is not counted within this period. The complaint, including remedy of the defect, will be processed without undue delay, no later than 30 days from the date of filing the complaint, unless we agree on a longer period.
Upon filing the complaint, we will issue you with a written confirmation of when you exercised your right, what the complaint contains, and what method of resolution you requested; and subsequently (after the complaint has been processed) a confirmation of the date and method of resolution of the complaint, including confirmation of any repair carried out and its duration, or a written justification for the rejection of the complaint.
In accordance with the Civil Code, you are entitled to reimbursement of purposefully incurred costs when exercising a complaint about goods. Please note that the right to reimbursement of these costs must be exercised within one month after the expiry of the period within which the defect must be identified.
Other related documents can be found here.
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