Complaints

Complaints Procedure

The Seller is responsible for ensuring that the goods are free from defects upon receipt and correspond to the agreed description, type, and quantity.

In the event that a defect occurs in the goods, the Buyer is entitled to file a complaint in accordance with the applicable provisions of the Civil Code.

Filing a Complaint

Complaints may be submitted:

• by e-mail to: obchod@pks-servis.cz
• in writing or in person at the following address:

PKS servis spol. s r.o.

Mostárenská 2912/52

703 00 Ostrava – Vítkovice

Czech Republic

When filing a complaint, the Buyer is required to provide:

• proof of purchase (invoice or receipt),
• a description of the defect,
• where applicable, photographic documentation of the defect.

Complaint Handling

The Seller shall assess the complaint without undue delay.

Consumer complaints shall be resolved no later than within 30 days from the date of submission, unless the Seller and the Buyer agree otherwise.

In the case of a justified complaint, the Buyer is entitled in particular to:

• repair of the defect,
• replacement with new defect-free goods,
• a reasonable discount from the purchase price,
• withdrawal from the contract in cases stipulated by law.

Costs of Complaint

In the event of a justified complaint, the consumer is entitled to reimbursement of reasonably incurred costs associated with the complaint procedure.

Exclusions from Complaints

The complaint rights do not apply in particular to:

• normal wear and tear caused by use,
• defects caused by improper use,
• mechanical damage,
• improper installation,
• use contrary to the technical parameters of the product.

Custom-Made Goods

For goods modified or manufactured according to the Buyer’s requirements, the Buyer is responsible for the correctness of the provided specifications