Complaints Policy

A) Warranty conditions

The warranty period is governed by the relevant regulations (Section 620 of the Civil Code). Unless otherwise stated, the consumer warranty period is 24 months. The warranty period starts from receipt of the item by the buyer. The warranty period is extended by the period during which the goods were under warranty repair. The warranty period is extended by the period during which the goods were handled in the complaint procedure. The warranty applies to defects in goods, does not apply to products after their lifetime or wear due to use.

Depending on the nature of the defect, the consumer claiming the warranty has the right to: – free, proper and timely repair, if the defect is repairable, the right to replacement for defective goods or defective parts, unless disproportionate due to the nature of the defect, and should such a procedure be impossible, the right to a reasonable discount on the purchase price or withdrawal from the purchase contract – if the defect is irreparable, preventing the proper use of the goods, the right to a replacement for the defective goods or withdrawal from the contract – if the defects are repairable, occurring in a larger number or repeatedly and prevent proper use of the goods, the right to a replacement for the defective goods or withdrawal from the purchase agreement – in case of other irreparable defects and the consumer does not require a replacement of goods, the right to a reasonable discount on the purchase price or withdrawal from the contract.

B) Lack of conformity with the purchase agreement

The seller shall be liable to the buyer for the fact that the goods sold are in conformity with the purchase agreement, in particular that they are not defective. In the event that the item is not in conformity with the purchase agreement (hereinafter referred to as the “lack of conformity with the purchase agreement”) upon receipt by the buyer, the buyer has the right for the seller to get the item free of charge and without undue delay to the condition in the purchase agreement, either by replacement or repair as per request of the buyer; if this is not possible, the buyer may request a reasonable discount on the price of the item or withdraw from the contract.

This does not apply if the buyer knew about the lack of conformity with the purchase agreement before accepting the goods or caused the lack of conformity with the purchase agreement himself. A lack of conformity with the purchase agreement that occurs within six months of the date of receipt of the item shall be deemed to be lack of conformity occurring already on the date of receipt, unless contrary to the nature of the item or unless proven otherwise. In particular, conformity with the purchase agreement means that the item sold has the quality and functional characteristics required by the contract, described by the seller, the manufacturer or their agent, or expected based on their advertising, or quality and functional characteristics usual for the respective type of goods, that it complies with legal requirements of regulations, is in an appropriate quantity, amount or weight and is usable for the purpose described by the seller or for which it is usually used.

C) Complaint handling

If the subject-matter of the complaint meets the conditions listed in Parts A) and B), the customer contacts the seller at the alien@earth-gear.com e-mail address and requests a claim form. The e-mail must contain the order number, the buyer’s name, justification for the claim, photo documentation proving the defect or damage (if it is possible to capture it). The goods subject to the claim will be sent back to the seller to the agreed address of Zásilkovna. The seller will inform the buyer of further settlement of the complaint by e-mail or over the phone, as provided during the purchase.

D) Consumer withdrawal from purchase agreement, concluded by the means of remote communication

According to § 53, paragraph 7 of the Civil Code, the consumer has the right to withdraw from the purchase agreement within 14 days from the delivery of the goods (acceptance of the item). The goods that are the subject of the purchase agreement and which the consumer is obliged to send back to the seller must be in the undamaged original packaging, not showing signs of wear or damage and must be complete. The conditions do not apply to a buyer who is not a consumer. By no means send the goods using cash on delivery and preferably insure it. We will return your funds in the agreed manner. The seller (supplier) is only entitled to reimbursement of the actual costs associated with returning the goods.

In the event of a loss in value of the returned goods (the goods are damaged, incomplete, etc.), such withdrawal is effective but the seller is entitled to demand compensation from the consumer for the loss in value. This applies to a contract concluded by means of remote communication. Withdrawal from the contract must be delivered no later than 14 days after receipt of the goods. The consumer can withdraw from the contract in the following cases (as per § 53 par. 8 of the Act no.40/1964 Coll., Civil Code, as amended): a) for services, if their provision was commenced with their consent before the expiry of a period of 14 days from receipt of the item) for the supply of goods or services, the price of which depends on fluctuations in the financial market independent of the supplier’s will) for the supply of goods customised to the requirements of the consumer or for themselves, as well as perishable goods or goods subject to wear or obsolescence)

These General Terms and Conditions become effective on May 20, 2019.