Returns and Complaints Policy
CAPPALI – Online Store
Effective date: 30 October 2026
This Returns and Complaints Policy governs the rights and obligations relating to defective products, complaints and returns of goods purchased through the CAPPALI online store at www.cappali.com.
The online store is operated by:
Seller: MgA. Tomáš Vacek
Brand: CAPPALI
Company Identification Number (IČO): 87382440
Registered Address: Na Výsluní 464, 561 64 Jablonné nad Orlicí, Czech Republic
Email: cappali@cappali.com
Phone: +420 737 120 484
Website: https://www.cappali.com
Hereinafter referred to as the "Seller".
This Policy is governed by applicable Czech law, particularly Act No. 89/2012 Coll., the Czech Civil Code, and Act No. 634/1992 Coll., on Consumer Protection, as amended.
1. General Provisions
1.1. The Seller is responsible for ensuring that products delivered to customers comply with the purchase agreement and applicable legal requirements.
1.2. This Policy applies to goods purchased through the CAPPALI online store and forms part of the Seller's Terms and Conditions.
1.3. A consumer is a natural person purchasing goods outside the scope of their business or professional activities.
1.4. Nothing in this Policy limits or excludes mandatory statutory consumer rights.
2. Product Quality and Conformity
2.1. The Seller is responsible for ensuring that products, upon delivery:
-
Correspond to the agreed description, type, quantity and quality.
-
Possess the characteristics and functionality specified in the product description.
-
Are suitable for their intended purpose and for purposes for which goods of the same type are normally used.
-
Comply with applicable legal and safety requirements.
-
Are supplied with any accessories and instructions required by law or agreed upon at purchase.
2.2. CAPPALI products are created using carefully selected materials and manufacturing techniques, which may include 3D printing, concrete, stainless steel and other design materials.
2.3. Due to the nature of certain materials and manufacturing processes, minor variations in texture, shade or surface finish may occur between individual products.
2.4. Such variations do not automatically constitute defects where they are consistent with the agreed product characteristics and the nature of the materials used.
2.5. Product colours may appear slightly different depending on screen settings, lighting and display technology. However, a material discrepancy between the delivered product and its description or agreed characteristics may constitute a defect under applicable law.
3. Statutory Rights Concerning Defective Goods
3.1. Consumers may exercise their statutory rights in relation to defects that become apparent within 24 months of receiving the goods, subject to applicable law.
3.2. If a defect becomes apparent within the first 12 months after delivery, it is presumed to have existed at the time of delivery unless the nature of the goods or the defect makes such a presumption incompatible.
3.3. The statutory rights concerning defective goods are separate from any voluntary commercial guarantee provided by the Seller or manufacturer.
3.4. The statutory period for exercising rights concerning defects is suspended for the period during which the consumer cannot use the goods because of a justified complaint, in accordance with applicable law.
3.5. Replacement of defective goods does not automatically restart a new 24-month statutory period.
3.6. The statutory rights provided to consumers do not automatically apply in the same manner to purchases made by business customers. Business purchases are governed by the applicable provisions of the Czech Civil Code and any valid contractual arrangements.
4. Consumer Rights in the Event of a Defect
4.1. If a product is defective, the consumer may request that the defect be remedied by:
-
Repair of the product; or
-
Replacement with a product free from defects.
4.2. The consumer may choose between repair and replacement unless the chosen remedy is impossible or would impose disproportionate costs on the Seller compared with the alternative remedy.
4.3. The Seller will remedy the defect free of charge, within a reasonable time and without significant inconvenience to the consumer, taking into account the nature of the product and the purpose for which it was purchased.
4.4. The consumer may request an appropriate price reduction or withdraw from the purchase agreement in circumstances provided by law, including where:
-
The Seller refuses or fails to remedy the defect as required by law.
-
The defect reappears after an attempted remedy.
-
The defect constitutes a sufficiently serious breach justifying an immediate price reduction or withdrawal.
-
The Seller fails to remedy the defect within a reasonable time or without significant inconvenience to the consumer.
-
The statutory or individually agreed complaint-handling deadline expires without proper resolution.
4.5. The consumer is not entitled to withdraw from the purchase agreement if the defect is insignificant. The Seller bears the burden of demonstrating that the defect is insignificant.
4.6. Any refund arising from a justified withdrawal due to defective goods will be processed in accordance with applicable law.
5. Exclusions from Liability
5.1. The Seller is not responsible for damage or deterioration resulting solely from:
-
Normal wear and tear resulting from ordinary use.
-
Improper handling or use contrary to the product's intended purpose.
-
Mechanical damage caused by the Buyer after delivery.
-
Improper storage, cleaning or maintenance.
-
Exposure to unsuitable chemicals or environmental conditions contrary to the product's stated care instructions.
-
Unauthorised alterations or modifications that cause the defect.
5.2. The Seller is not responsible for a particular defect or deviation from the standard characteristics of the goods if the consumer was specifically informed of it before purchase and expressly and separately accepted that deviation, in accordance with applicable law.
5.3. Minor characteristics naturally resulting from the materials or production methods do not constitute defects if they are consistent with the agreed product specifications.
5.4. These exclusions do not apply where the Seller is legally responsible for the defect.
6. How to Submit a Complaint
6.1. Customers may submit complaints directly to the Seller.
Email: cappali@cappali.com
Phone: +420 737 120 484
Mailing address:
CAPPALI – MgA. Tomáš Vacek
Na Výsluní 464
561 64 Jablonné nad Orlicí
Czech Republic
6.2. To facilitate efficient complaint handling, customers are encouraged to provide:
-
Their name and contact details.
-
The order number or other information identifying the purchase.
-
A clear description of the reported defect.
-
Photographs showing the defect, where useful.
-
Their preferred method of resolving the complaint.
6.3. Proof of purchase may be provided through an invoice, order confirmation, bank statement or other reliable evidence establishing that the product was purchased from the Seller. An original receipt is not mandatory.
6.4. Where physical inspection of the product is necessary, the Seller may request that the customer make the product available for examination.
6.5. Products sent for inspection should be securely packaged to prevent transport damage. Original packaging is not required.
6.6. Customers are encouraged to contact the Seller before shipping goods in order to agree on practical return instructions.
6.7. The Seller will accept complaints in accordance with applicable law and provide written confirmation of receipt, including the date, description of the complaint and requested remedy.
7. Complaint Handling and Resolution
7.1. The Seller will assess complaints without undue delay.
7.2. Consumer complaints, including the remedy of defects and notification of the outcome, will be resolved as soon as reasonably possible and no later than 30 days from submission, unless the Seller and consumer expressly agree on a longer period in the individual case.
7.3. The consumer must provide reasonable cooperation necessary for the assessment and remedy of the defect. Where an inspection is required but the consumer has not made the goods available despite a justified request, the period for complaint handling may be affected in accordance with applicable law.
7.4. Upon completion of the complaint procedure, the Seller will inform the consumer of the outcome and provide written confirmation stating:
-
The date the complaint was submitted.
-
The manner in which the complaint was resolved.
-
Details of any repair or replacement.
-
The date of resolution.
-
The reasons for rejection, if the complaint is rejected.
7.5. If the Seller fails to resolve a consumer complaint within the applicable statutory or individually agreed period, the consumer may exercise the rights provided by law, including withdrawal from the purchase agreement or an appropriate price reduction.
8. Costs Associated with Complaints
8.1. If a complaint is justified, the consumer is entitled to reimbursement of reasonably and necessarily incurred costs associated with exercising their statutory rights.
8.2. Such costs may include reasonable shipping or transportation expenses required for the complaint.
8.3. The consumer may submit a reimbursement request to the Seller by email, together with supporting documentation where available.
8.4. Reimbursement requests should be made without undue delay. The applicable statutory rules concerning the time limits for claiming reimbursement remain unaffected.
8.5. The Seller will not charge the consumer for the repair or replacement of goods where such remedy is required under statutory rights relating to defective goods.
9. Returns and Withdrawal Without Giving a Reason
9.1. Consumers purchasing goods through the CAPPALI online store generally have the right to withdraw from a distance purchase agreement within 14 days of receiving the goods, without giving any reason, unless a statutory exception applies.
9.2. To exercise this right, the consumer must notify the Seller of their decision to withdraw from the purchase agreement within the applicable period.
9.3. The consumer must return the goods within 14 days of notifying the Seller of the withdrawal, unless otherwise agreed.
9.4. The consumer generally bears the direct cost of returning goods following withdrawal without giving a reason, provided the Seller has supplied the information required by law.
9.5. Refunds will be processed in accordance with the applicable legal requirements and the CAPPALI Terms and Conditions.
9.6. Products manufactured according to the consumer's individual specifications or clearly personalised may be excluded from the statutory right of withdrawal where the legal conditions for the exception are met.
9.7. The fact that a product is handmade or manufactured after an order is placed does not, by itself, exclude the right of withdrawal.
9.8. Detailed information on withdrawal, refunds and the model withdrawal form is available in the CAPPALI Terms and Conditions.
10. Alternative Dispute Resolution
10.1. The Seller aims to resolve all customer complaints fairly, transparently and amicably.
10.2. If a consumer dispute arising from a purchase agreement cannot be resolved directly with the Seller, the consumer may submit a request for alternative dispute resolution to the competent authority:
Czech Trade Inspection Authority (Česká obchodní inspekce)
Central Inspectorate – ADR Department
Gorazdova 1969/24
120 00 Prague 2
Czech Republic
Email: adr@coi.gov.cz
Website: https://coi.gov.cz/informace-o-adr/
10.3. Alternative dispute resolution is governed by the applicable statutory requirements.
11. Final Provisions
11.1. This Returns and Complaints Policy is governed by the laws of the Czech Republic.
11.2. Mandatory consumer rights arising under applicable national and European Union legislation remain unaffected.
11.3. The Seller reserves the right to update this Policy when necessary. The current version will be published on the CAPPALI website.
11.4. Amendments do not affect rights and obligations arising from purchase agreements concluded before the updated Policy becomes effective.
11.5. This Returns and Complaints Policy takes effect on 30 October 2026.