Complaints Procedure

1. General provisions

This complaints procedure governs the method and conditions for claiming defects in goods purchased from the seller Pawment toys s.r.o., Company ID (IČO): 24905984, with its registered office at Příčná 1892/4, 110 00 Praha - Nové Město, through the online store pawment.cz. The complaints procedure has been prepared in accordance with the Civil Code and Act No. 634/1992 Coll., on consumer protection.

2. Quality upon receipt and warranty

The seller is liable to the buyer that the goods have no defects upon receipt. If the buyer is a consumer, they may exercise the right arising from a defect that occurs in consumer goods within the statutory period of 24 months from receipt. If a defect manifests itself during the first year from receipt, the goods are deemed to have been defective already upon receipt.

3. What complaints do not cover

The buyer is not entitled to the right arising from defective performance in particular in the case of:

• wear and tear of the goods caused by their normal use,
• mechanical damage to the material caused by an animal's claws or teeth (cardboard scratchers are intended to be worn down by a cat),
• damage caused by improper use, storage in damp conditions, or failure to follow the instructions for use,
• natural variations of the natural material (color, structure of the cardboard).

4. Rights arising from defective performance

If the defect is remediable, the buyer may request:

• free removal of the defect (repair), or
• delivery of a new item without a defect or of a missing part, if this is not disproportionate,
• a reasonable discount from the purchase price.

If the defect constitutes a material breach of the contract or if the defect cannot be removed, the buyer has the right to withdraw from the contract and demand a refund of the purchase price in full.

5. Filing a complaint

The buyer files a complaint with the seller preferably as follows:

• contacts the seller by e-mail at reklamace@pawment.cz with a description of the defect and the order number,
• sends the claimed goods (not as cash on delivery) to the address Tetov 24, 533 16, ideally including a copy of the proof of purchase,
• the seller issues to the buyer a written confirmation of when the complaint was filed, what its content is, and what method of resolution is requested.

6. Handling of the complaint

If the buyer is a consumer, the seller will handle the complaint without undue delay, no later than within 30 days of the date on which it was filed, unless a longer period is agreed in writing with the buyer. After this period expires, the buyer has the same rights as if it were a material breach of the contract. The seller will inform the buyer of the handling of the complaint by e-mail.

7. Costs of the complaint

If the complaint is recognized as justified, the buyer has the right to reimbursement of the purposefully incurred costs associated with filing the complaint (in particular postage in the necessary amount). The buyer requests reimbursement without undue delay, no later than within one month from the end of the period for exercising rights arising from defective performance.

Related documents: Terms and Conditions · Withdrawal from the contract