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Complaint Rules

After delivery of the ordered goods the Buyer should check the goods if they do not show any apparent defects caused by transport. If yes, the Buyer is obliged not to take over the goods, to draft a report on the damage with the carrier's employee and to immediately inform the Seller. No later claims of damage caused by transport will be taken into account. Customer's signature affixed to the transport note or freight note is considered as the customer's consent with the take-over of the goods concurrently confirming that the goods have been handed over undamaged.

If the Buyer identifies any defect of the goods delivered by the e-shop, the complaint may be filed by an e-mail sent to: eshop@textil.eu
When filing a complaint, the Buyer shall submit the tax document proving the purchase of the goods, specify their contact information (name, address, telephone number, e-mail) and transport the goods to the Seller.  For the purpose of the most effective settlement of the complaint it is advisable to specify the order number and particularly to provide a detailed description of the defect (what defects are in question and how and when the defects manifested themselves).

A justified complaint will be settled by replacement of the goods, by refunding the paid purchase price or by repair in accordance with the applicable provisions of the Civil Code.

The complaint including remedy of the defect must be handled without undue delay within 30 days of the complaint filing date, unless the Buyer and the Seller agree upon a different period.

The costs of transport to the repair service centre shall be borne by the Buyer. The costs of transport of the goods under complaint back to the Buyer shall be borne by the Seller.

Complaints will especially not be acknowledged in the following cases:

  • If the defect in textiles was caused due to wear and tear or as a result of improper use (for example non-keeping of the washing symbols) or storage.
  • If the complaint concerns a defect, due to which a lower price has been agreed.
  • Textiles sold by metre must be claimed before cut; if a defect is identified during the subsequent handling, any work with the textile must be interrupted, otherwise the complaint will not be acknowledged.
  • If a complaint is filed against a defect that does not manifest itself.
  • If the Buyer does not provide the documents necessary for the complaint settlement.
  • In the case of purchasing the goods as part of entrepreneurial activity, the complaint procedure shall be applied pursuant to the applicable provisions of Act No. 513/1991 Coll., Commercial Code, as amended. 
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