Claims Policy
This policy defines the procedure for handling product complaints between blazek stick & caps s.r.o. (the “Seller”) and the customer (the “Buyer”).
1. Submitting a Claim
Claims can be submitted in writing or by e-mail to office@ksiltovky.cz. Please include the order number, a description of the defect, and, if possible, a photo of the defective product.
2. Warranty Period
The statutory warranty period is 24 months from the date of receipt, unless stated otherwise. The warranty does not cover normal wear and tear or damage caused by improper use.
3. Customized Products
For personalized products (embroidery, prints, custom designs), only manufacturing or material defects can be claimed. They cannot be returned due to aesthetic or subjective reasons.
4. Complaint Handling
Upon receiving a claim, the Buyer will be informed of its acceptance. The Seller will process the claim without undue delay, no later than 30 days after submission, unless otherwise agreed.
5. Costs of Complaint Handling
If the claim is justified, return shipping costs are covered by the Seller. In case of an unjustified claim, return postage may be charged to the Buyer.
6. Final Provisions
This Claims Policy is effective from the date of publication on www.ksiltovky.cz and forms an integral part of the Terms and Conditions.