Claims Policy

The rights and obligations of the contracting parties concerning the seller’s liability for defects, including the seller’s guaranteed liability, are governed by the relevant generally binding legislation (particularly provision of the Civil Code No. 89/2012 Coll. and the Consumer Protection Act No. 634/19992 Coll.).

1. The warranty period is 24 months when selling consumer goods. The warranty period starts to run since takeover of the item by the buyer. The period since claiming the right concerning liability for defects until the period when the buyer was obliged to take over the item after finishing the repair, is not counted in the warranty period.

2. The seller is liable to the buyer for the sold item is in conformity with the sales contract, particularly it has got no defects. In case that the item is not in conformity with the sales contract upon takeover of the buyer, the buyer has got the right that the item will be put into condition corresponding to the sales contract free of charge and without undue delay by the seller, according to the buyer’s requirement either by replacement of the item or by repairing the item; if this process is not possible, the buyer may require an adequate discount on the item’s price or withdraw from the contract.

3. If it does not concern items that spoil quickly or used items, the seller is liable for defects that will appear as a contradiction with the sales agreement after takeover of the item within the warrant period (warranty).

4. When claiming the warranty, the buyer has got:
   (1) If it is a defect, which can be removed, the buyer has got the right that the defect will be removed free of charge, in time and properly and the seller is obliged to remove the defect without undue delay. If it is not disproportionate to the nature of the defect, the buyer may demand exchange of the item, or if the defect concerns just component of the item, the replacement of the component. If this process is not possible, the buyer may demand an adequate discount on the item’s price or withdraw from the contract.
   (2) If it concerns a defect, that cannot be removed and prevents the item from being properly used as an item without defect, the buyer has got the right to demand exchange of the item or the right to withdraw from the contract. The same rights belong to the buyer concerning removable defects if the buyer cannot use the item properly for the repeated occurrence of the defects after repair or for a greater number of defects.
   (3) If it concerns other non-removable defects and the buyer does not demand exchange of the item, the buyer has got the right for an adequate discount on the item’s price or withdraw from the contract.

5. The warranty does not cover:
   – wearing out of the goods caused by its usual use,
   – defects caused by inappropriate use of the goods if it leads to its damage,
   – defects caused by nonobservance of the instructions given by the manufacturer of a supplier (disrespecting instructions and symbols during goods’ maintenance, cleaning and washing),
   – defects caused by the elements (e.g. lightning, flood, fire)– defects caused during transit (necessary to deal with the carrier).

6. The rights concerning liability for defective goods for which the warranty period applies will expire if they were not claimed during the warranty period.

7. The complaint, including the defect removal, must be processed without undue delay, within 30 days since the day when the complaint was made, unless the seller agrees on the longer period with the consumer. Upon the period expiration, the consumer has got the same rights as if it concerns a defect that cannot be removed.

To make a complaint, follow these steps:

1. Print „Form-Exchange-Return-Claim-of-Purchased-Product.pdf“. (download here).

2. Fill in the form contact data and the goods’ name (including size and quantity) you will return and indicate a description of the claimed defect.

3. Check the reason for returning “Goods’ Complaint”.

4.  Send the form and the insured goods to the address shown in the table here (do not send the shipment to cash on delivery).

5. Send us an e-mail to info (at) eliterebels.eu. Subject: “I make a complaint”. Provide the following information in the email: Order number.

The complaint will be processed within 30 days since the day when the complaint was made.