Complaints and Returns

Complaints and Returns

This document regulates the procedure for withdrawal from contract, returning goods and complaints about goods purchased in the online store svahovesekacky.eu.

1. Seller

The seller is Zlatá Morava s.r.o., with its registered office at Lidická 700/19, Veveří, 602 00 Brno, ID No.: 21180385, VAT ID: CZ21180385, registered in the Commercial Register maintained by the Regional Court in Brno, Section C, File 137773.

Contact for withdrawal from contract, returns and complaints: e-mail info.zlatamorava@gmail.com, telefon +420 724 250 063 nebo +420 725 046 371.

2. Consumer Returns Within 14 Days

2.1. A buyer who is a consumer has the right, when buying goods through the online store, to withdraw from the purchase contract without giving a reason within 14 days from receiving the goods.

2.2. If one order contains several types of goods or several deliveries, the 14-day period runs from receipt of the last delivery of goods.

2.3. To meet the deadline, it is sufficient for the consumer to send the withdrawal notice before the 14-day period expires.

2.4. Withdrawal from the contract may be sent by e-mail to info.zlatamorava@gmail.com or in writing to the seller's registered office address.

2.5. After withdrawal, the consumer must send or hand over the goods to the seller without undue delay, no later than 14 days from withdrawal.

2.6. The consumer bears the direct costs of returning goods to the seller. For bulky goods, such as slope mowers, individual transport arrangements may be necessary because the goods may not be returnable by ordinary post.

2.7. The consumer is liable only for any reduction in the value of goods caused by handling them in a way other than necessary to become familiar with their nature, properties and functionality.

3. When the 14-Day Withdrawal Right Does Not Apply

3.1. The consumer's right to withdraw within 14 days does not apply in cases specified by the Civil Code.

3.2. Typically, withdrawal is not possible especially from a contract for delivery of goods made or modified according to the consumer's wishes or for their person, goods that deteriorate quickly, goods that have been irreversibly mixed with other goods after delivery, or sealed goods that the consumer removed from the packaging and cannot be returned for hygiene reasons.

4. Refunds After Consumer Withdrawal

4.1. The seller refunds the consumer funds received under the contract within 14 days from withdrawal.

4.2. The seller is not obliged to refund before the consumer returns the goods or proves that the goods were sent to the seller.

4.3. Funds will be refunded using the same method by which the seller received them, unless the seller and consumer agree otherwise and no additional costs arise for the consumer.

4.4. If the consumer chose a delivery method other than the cheapest offered by the seller, the seller refunds delivery costs only in the amount corresponding to the cheapest offered delivery method.

5. Purchases by Companies, s.r.o. and Entrepreneurs

5.1. The right to withdraw from a contract within 14 days without giving a reason is a statutory consumer right. It does not apply to a buyer acting in the course of business or independent professional activity when ordering.

5.2. If goods are ordered using a company ID, for a limited liability company, another legal entity, municipality, organisation or entrepreneur, the buyer does not acquire a statutory right to return goods within 14 days without giving a reason.

5.3. Return of goods purchased by a company is possible only by individual agreement with the seller. The seller is not obliged to accept such a return unless expressly agreed with the buyer.

5.4. This does not affect the buyer's rights from defective performance if the goods are defective.

6. Consumer Complaints About Goods

6.1. The seller is liable to the consumer that the goods are free from defects upon receipt and conform to the purchase contract.

6.2. The consumer may exercise rights from a defect that appears in the goods within 12 months of receipt.

6.3. If a defect appears within one year of receipt, the goods are deemed to have been defective upon receipt unless the nature of the item or defect excludes this.

6.4. A consumer complaint will be handled without undue delay, no later than 30 days from its submission unless the seller and consumer agree on a longer period.

6.5. The seller informs the consumer about the handling of the complaint. If the complaint is not handled within the statutory period or an agreed longer period, the consumer may have the right to withdraw from the contract or request a reasonable discount under the law.

7. Jak reklamaci uplatnit

7.1. Reklamaci lze uplatnit e-mailem na adrese info.zlatamorava@gmail.com, by telephone at +420 724 250 063 nebo +420 725 046 371, or in writing to the seller's registered office.

7.2. When making a complaint, the buyer states their name, contact details, order number or proof of purchase, description of the defect and the requested method of handling the complaint.

7.3. If necessary to assess the defect, the buyer hands over the goods to the seller or allows inspection. For slope mowers, it may be appropriate to agree an individual service procedure due to the nature of the goods.

7.4. The seller issues the buyer a confirmation of complaint receipt and, after handling it, confirmation of how it was handled, if required by legal regulations.

8. What Is Not a Defect of Goods

8.1. Normal wear caused by ordinary use of goods, a defect caused by incorrect use, insufficient or unsuitable maintenance, mechanical damage, use contrary to the operating instructions or intervention by an unauthorised person is not considered a defect.

8.2. For used or discounted goods, the seller is not liable for a defect for which a lower price was agreed, nor for wear corresponding to the degree of previous use if known to the buyer at the time of sale.

9. Sample Withdrawal Notice

Recipient: Zlatá Morava s.r.o., Lidická 700/19, Veveří, 602 00 Brno, e-mail: info.zlatamorava@gmail.com

I hereby give notice that I withdraw from the contract for purchase of the following goods:

Order number:

Order date / receipt date:

Consumer name and surname:

Consumer address:

Bank account number for refund, if the refund is to be made by bank transfer:

Date:

Consumer signature, if the form is sent in paper form:

10. Final Provisions

10.1. These rules supplement the terms and conditions of the svahovesekacky.eu online store.

10.2. Matters not regulated by this document are governed by the Civil Code and Act No. 634/1992 Coll., on Consumer Protection.

10.3. These rules are effective from 4. 6. 2026.