Refund policy
companies TLV s.r.o., IČO: 26106191, with registered office at Pitterova 2855/7, Žižkov, 130 00 Prague 3, registered v The commercial register maintained by the Municipal Court in Prague, section C, vložka 161155 (dále jen „Sellers“)
1 INTRODUCTORY PROVISIONS
1.1 This complaint procedure (hereinafter only „Complaints Procedure“) adjusts mutual rights and obligations Seller and persons who have entered into a purchase agreement or a service provision agreement with the Seller (hereinafter only „Kupující“ a „Contract“) through the online store Seller available through https://shop.findeekids.com (dále jen „E-shop“) in case of a product complaint or services purchased on E-shopu.
1.2 The complaint procedure is issued in accordance with Act No. 89/2012 Coll., Civil Code, in its effective wording (hereinafter only „Civil Code“) and Act No. 634/1992 Coll., on Consumer Protection, in its effective wording (hereinafter only „Consumer Protection Act“).
1.3 Tento Reklamační řád se vztahuje na případy, kdy Buyerm je fyzická osoba, která jedná při uzavírání smlouvy mimo rámec své podnikatelské činnosti or rámec samostatného výkonu svého povolání.
1.4 The complaint procedure is an integral part oTerms and conditions of the Seller, which regulate the operation E-shop and closing of Contracts.
2 PROCEDURE FOR CLAIMING AND HANDLING PRODUCT COMPLAINTS
2.1 Except in cases where another person is designated to carry out the repair, the Seller is obliged to accept the complaint at any establishment where the acceptance of the complaint is possible with regard to the range of sold products, or even at their headquarters.
2.2 The buyer will submit a complaint to the seller through the contact details provided below v In this complaint procedure, without unnecessary delay after discovering a defect or other problem.
2.3 V The Buyer is obliged to provide their contact details, a description of the defect, and a request for the method of handling the complaint (i.e., what rights they are exercising due to the defective performance) in the complaint notification. For these purposes, the Buyer may use the sample complaint form, which is attached to this Complaint Procedure.
2.4 The Buyer is obliged to submit to the Seller along with the complaint the complained goods and proof of purchase of the goods from the Seller (typically an invoice, tax document, or other proof of purchase). If the Buyer sends the goods to the Seller via a shipping service, they are obliged to pack the goods in such a way as to prevent any damage during transport, along with all accessories and documentation that were part of the original packaging of the goods. The Seller will not accept shipments sent cash on delivery.
2.5 The Seller shall issue the Buyer a written confirmation when a complaint is made, stating the date on which the Buyer submitted the complaint, its content, the method of resolution requested by the Buyer, and the contact details of the Buyer for the purpose of providing information about the resolution. reklamace.
2.6 The complaint regarding the goods, including the removal of defects, must be resolved and the Buyer must be informed no later than 30 days from the date of the complaint submission, unless the Seller and the Buyer agree on a longer period.
2.7 After the unsuccessful expiration of the deadline for handling the complaint, the Buyer may withdraw from the Contract or request a reasonable discount.
2.8 The seller will issue the buyer, after processing the complaint, the complained goods and further confirmation of the date and method of complaint resolution, including confirmation of the repair performed, and the duration of its duration, possibly a written justification for the rejection of the complaint.
2.9 The warranty provided by the Seller is extended for the period from the submission of the complaint until it is resolved or until the time when the Buyer was obliged to collect the goods. In the case of an unjustified complaint, the quality warranty is not extended.
2.10 U The legitimate claims belong to the Buyer for reimbursement of the purposefully incurred costs for the complaint that arose to him in in connection with by exercising rights from liability for defects (especially shipping costs that were paid when sending the claimed goods). The buyer will send a request for reimbursement of costs for e-the email address provided below in this Complaints Procedure. To e-In the email, please provide the complaint number, account number, and attach documents proving the incurred costs (e.g., shipping slips or other documents). The Seller decides on the appropriateness of the costs incurred by the Buyer.
2.11 Until the sellers fulfill their obligations regarding defective performance, the buyers do not have to pay the outstanding purchase price of the goods or any part thereof.
3 PROCEDURE FOR CLAIMING AND HANDLING SERVICE COMPLAINTS
3.1 The buyer will file a complaint about the service ddigital content u Selling through the contact details provided below in this Complaint Procedure, without unnecessary delay after discovering a defect or other service issue ddigital content.
3.2 Except in cases where another person is designated to carry out the repair, the Seller is obliged to accept the complaint at any establishment where the acceptance of the complaint is possible with regard to the offered services, or even at their registered office.
3.3 V The Buyer is obliged to provide their contact details, a description of the defect, and a request for the method of handling the complaint (i.e., what rights they are exercising from the defective performance). For these purposes, the Buyer may use the sample complaint form, which is attached to this Complaints Procedure.. The buyer is obliged to present the seller with a proof of purchase of the service along with the complaint. dDigital content from the Seller (typically an invoice, tax or other proof of purchase).
3.4 The Seller shall issue the Buyer a written confirmation when a complaint is made, stating the date on which the Buyer submitted the complaint, its content, the method of resolution requested by the Buyer, and the contact details of the Buyer for the purpose of providing information about the resolution. reklamace.
3.5 Complaints It must be processed within a reasonable time, taking into account the nature of the digital content or digital content service and the purpose for which the Buyer requested it. For averagefor a while considers the handling of the complaint including the removal of the defect and informing the Buyerho o vyřízení complaints usually The latest within 30 days from the date of the complaint submission, unless the Seller and the Buyer agree on a longer period.
3.6 After the unsuccessful expiration of the deadline for handling the complaint, the Buyer may withdraw from the Contract in the range defective filling or request a reasonable discount.
3.7 The seller will issue the buyer a confirmation of the date and method of handling the complaint after it has been processed, including confirmation of the repair performed, and the duration of its execution, or a written justification for the rejection of the complaint.
3.8 Tento čl. 3 The complaint procedure will be used i for cases where it is applied price complaint předplatnéor flat rate salaryby services ddigital content z for reasons on the part of the Seller. If the Kuthe borrower believes that the price was damaged thread (unauthorized or in an unauthorized amount) and k A faulty withdrawal occurred error third partyy (znames from the side market with applications or The operator of the payment gateway), the complaint will be resolved in accordance with the rules according to the relevant contract (including the terms and conditions) concluded with this third party. It will-If necessary, the seller will make the required effort and provide the necessary assistance to ensure that the complaint is properly investigated and resolved.
4 CONTACT DETAILS
4.1 For communication purposes nebo The Buyer is obliged to use one of the following contacts of the Seller to submit a complaint.:
4.1.1 e-mail: support@findeekids.com,
4.1.2 phone: +420 777 644 557,
4.1.3 business address: Pitterova 2855/7, Žižkov, 130 00 Prague 3,
4.1.4 delivery address: Pitterova 2855/7, Žižkov, 130 00 Prague 3.
4.2 The Seller will contact the Buyer in the manner that the Buyer used to communicate.communication with Selling, or at the contact details provided in the Agreement or in the user account on E-shop of the seller.
5 COMMON AND FINAL PROVISIONS
5.1 The establishment of this Complaints Procedure does not affect the rights and obligations of the Buyer according to Terms and conditions (especially regarding the right to withdraw from the Contract and others).
5.2 This complaint procedure comes into effect and is valid from [1.8.2024].