Reklamační řád

Returns and Complaints Policy

This Returns and Complaints Policy sets out the method and conditions for claiming defects in goods purchased through the Cappali online store, operated by our company (Business name: MgA. Tomáš Vacek, Company ID: 87382440), registered at Na Výsluní 464, 561 64 Jablonné nad Orlicí.

Mailing address: Na Výsluní 464, 561 64 Jablonné nad Orlicí
Phone: +420 737 120 484
Email: cappali@cappali.com

1. What defects are we responsible for?

We are responsible for ensuring that goods are free from defects upon receipt, especially that they:

• match the agreed description and expected properties,
• are delivered in the correct quantity and quality,
• comply with applicable laws and standards,
• are suitable for their intended or usual purpose.

For consumers, we guarantee that defects will not occur during the warranty period. For business customers, rights only apply to defects present at the time of risk transfer.

Differences in color shades shown on screens and in real life are not considered defects. If the item does not meet your expectations, as a consumer, you have the right to withdraw from the contract within 14 days.

2. Warranty period

• New goods: 24 months from receipt.
• Used goods: 12 months from receipt.
• The warranty period is extended by the duration of the complaint process.

3. Your rights

In the case of a material defect, the buyer is entitled to:

• repair,
• replacement,
• reasonable discount,
• withdrawal from the contract.

For minor defects:

• repair,
• reasonable discount.

Consumers may request replacement of the item or its component, a discount, or withdraw from the contract depending on the nature of the defect.

4. Limitations of liability

You cannot claim for:

• normal wear and tear,
• known defects prior to purchase,
• damage caused by the buyer,
• items sold at a discount due to a known defect.

5. How to file a complaint

• File your complaint without delay at our office or a designated service partner.
• Send the goods undamaged, preferably in the original packaging.
• Include proof of purchase and a description of the defect.

The complaint will be resolved within 30 days unless agreed otherwise. You will receive written confirmation of the outcome.

You may claim reimbursement of reasonable costs associated with the complaint, as per the Civil Code. This claim must be submitted within one month after the complaint resolution deadline.

6. Final Provisions

This Returns and Complaints Policy is valid and effective from March 1, 2020.