CLAIMS PROCEDURE – Claims and Returns

CLAIMS PROCEDURE – Claims and Returns

1.     RETURNS 

The statutory time limit for returning or exchanging a product is 14 days.

The returns policy applies only to a product purchased via the e-shop. 

The following conditions must be met in order for a product to be returned:

-       The product must be intact, unused, undamaged, still tagged, and in its original packaging (if included). We do not accept clothing which has been used and/or washed, and to which the tag has been reattached. 

-       The product being returned must be accompanied by proof of purchase (invoice, copy of invoice, receipt).

You do not need to give specific reasons for the return. Simply state whether you wish to exchange or return the product and, if applicable, provide the bank account number to which you would like the money to be refunded.

Please do not send the product for cash on delivery, as COD parcels are not accepted. Likewise, do not send it to a parcel pick-up point, as these parcels will not be collected.

Send the product back, together with the proof of purchase, to the following address: Asociace westernových střelců, spolek, Havlíčkovo nám. 189/2, 130 00 Praha 3.

We only accept parcels sent to the above address. Parcels sent to parcel pick-up points or to the branches of couriers will not be collected.

2.     CLAIMS 

Basic Terms and Conditions for Claims

If, within the guarantee period, a defect occurs in a purchased product, the buyer has the right to make a claim. A change (in the properties) of a product that occurs during the guarantee period as a result of wear and tear, improper use, insufficient or improper maintenance, natural changes in the materials from which the product is made, any damage caused by the buyer or a third party, or any other improper tampering cannot be regarded as a defect.

Rights arising from liability for defects in an item that are covered by the guarantee period will lapse if they are not exercised within the guarantee period. If a product is sold at a discount due to a defect that does not prevent its use (such as paint damage, colour variations, etc.), this defect cannot be claimed as a guarantee-related issue.

Guarantee Period 

The guarantee period for consumer goods is 24 months from the date of purchase by the buyer, unless a longer guarantee period is specified in the guarantee certificate. The period from the time a right relating to liability for defects is exercised until the time the buyer is required to take possession of the item after the claims process is concluded is not counted towards the guarantee period. The guarantee period should not be confused with the lifespan of the product, which is the period over which the product, if used and maintained correctly, can last, with consideration for its properties, intended purpose, and varying intensity of use. 

Making a Claim

Claims should be filed with Asociace westernových střelců, spolek, Havlíčkovo nám. 189/2, 130 00 Praha 3. The buyer may make a claim by sending the product via a delivery service to the following address: Asociace westernových střelců, spolek, Havlíčkovo nám. 189/2, 130 00 Praha 3.

The buyer is obliged to make a claim without undue delay after discovering the defect so that the claim can be properly assessed and resolved.

Additionally, the buyer is required to specify how the defect is exhibited, and indicate which right is being exercised in terms of the options for processing a claim for defects. Once the buyer exercises any of the rights concerning liability for defects in a product, such as the right to have the defect repaired or to receive a discount, he/she is bound by this choice and cannot change it unless otherwise agreed with the seller.

The buyer is required to prove that the claim is justified, particularly by showing that the item was purchased from the seller, and when the purchase was made. If the product is sent via a delivery service, it is advisable, in particular, to include a copy of the proof of purchase and, if applicable, the valid guarantee certificate. A claim is considered properly made if the product that is the subject of the claim is complete and accompanied by the necessary documentation. When sending a defective product within the scope of a claim, the buyer is required to deliver the product complete and in suitable packaging material that meets the transportation requirements for the product – preferably in its original packaging. The seller is under no obligation to accept a product that is the subject of a claim if it is improperly packaged and not delivered with all the components and accessories originally supplied with it. A product will be accepted for claim purposes only if it is properly cleaned and dried, and the assessment of the claim is not prevented by the violation of general hygiene principles.

To expedite communication, the buyer is asked to mark the shipment containing the defective product and the aforementioned documents with the label “CLAIM – e-shop” and to provide sufficient contact details, especially an address and phone number.

The seller does not accept any unsolicited shipments sent for cash on delivery or at the seller’s expense.

Claim Resolution 

A claim, including the remediation of the defect, must be settled without undue delay, and in any event within 30 days of the date on which the claim is made, unless the seller and the buyer agree on a longer period. If the claim is not resolved within this time limit, the buyer has the same rights as if the defect were irremediable.

The seller will issue written confirmation to the buyer stating when the right arising from liability for defects was exercised, what the claim is about, and how the buyer wishes the claim to be settled, as well as the repair and the duration of the repair, or the method of claim settlement (including any written justification for rejection of the claim).

If the product is sent by a delivery service, it will be automatically sent to the buyer’s address once the claim has been resolved.

Remediable Defects

Remediable defects are those defects that can be remedied by repair without impairing the appearance, function, and quality of the product and the repair can be carried out properly within the prescribed time limit. The time limit for remedying the defect must not exceed 30 calendar days, or a longer period if agreed between the Seller and the Buyer. The nature of the defect is the assessed by the seller.

The seller is required to restore the item to a condition that conforms to the purchase contract, as per the buyer’s request, promptly and free of charge.

The buyer thus has the right to have the claimed defect remedied free of charge and in a due and timely manner. The buyer may demand the exchange of the product or, if the defect concerns only a part of the product, the replacement of that part, unless this is out of proportion to the nature of the defect. If neither the repair of the defect nor the exchange of the product is possible, the buyer may demand a reasonable discount on the price of the product or withdraw from the contract.

Irremediable Defects

An irremediable defect is considered to be a defect that cannot be remedied or its remediation is not possible within the aforementioned 30-day time limit (or within a longer time limit agreed between the seller and the buyer). If a defect is irremediable and prevents the product from being used properly as a defect-free product, the buyer has the right to demand the exchange of the product for a new defect-free product or to withdraw from the purchase contract.

Even if the defect is remediable, the buyer has the right to exchange the product or to withdraw from the contract if the product cannot be used properly due to the recurrence of the remediable defect after repair or due to a large number of remediable defects. A defect is deemed to have recurred after repair if the same defect recurs after having been repaired at least twice during the guarantee period. A product is deemed to suffer from a large number of defects if it has at least three remediable defects simultaneously at the time of the claim.

If the nature of the irremediable defect does not prevent the proper use of the product as a defect-free product (e.g. aesthetic defects) and the buyer does not demand the exchange of the product, the buyer is entitled to a reasonable discount on the purchase price or may withdraw from the contract. In the process of granting a discount, the nature of the defect, the degree and manner of wear and tear of the product, the length of its use and the possibilities of further use are taken into account.

 
This Claims Procedure is part of the Terms and Conditions for the Sale of Products in the E-shop Operated by Asociace westernových střelců, spolek at casscoring.com (technical administration of the site: G.B.C., a.s.)

Prague, 1 September 2024

Asociace westernových střelců, spolek