Returns

Returning Procedure

Procedure for filing a complaint about goods:

Please familiarize yourself with the legal procedures in the complaints procedure (below this procedure), which specify the rights and obligations of both the seller and the buyer.

1) If a defect occurs in the purchased goods, the customer has the right to file a complaint about this defect. Please notify our customer support immediately by phone or email about the complaint ( +420 606 887 846, returns@colazio.com) A defect is considered, for example, a change in the properties of the goods caused by the use of unsuitable or low-quality material, failure to comply with the production technology, or inappropriate design solution. A defect cannot be considered a change in the properties of the goods that occurred during the warranty period due to its wear and tear, improper use, inadequate or improper maintenance, due to natural changes in the materials from which the goods are made, due to any damage by the user or a third party, or other improper intervention.

2) Pack the goods so that they are not further damaged during transport. Include a return form in the package. Do not send the package cash on delivery. Such a shipment will not be accepted. Send the goods back in one of the following ways:

   A. Return of goods via the Zásilkovna/Packeta branch. You can return the goods to us via the Zásilkovna/Packeta branch, specifying the code 968 892 92. The label for the package will be printed directly at the Zásilkovna/Packeta branch. In the case of this method of returning goods when withdrawing from the purchase agreement, the transportation costs are covered by us.

   B. Sending the package to our address: Colaz Group s.r.o., Sadov 37, Sadov 362 61. When sending in this way, the transportation costs are covered by you.

3) The warranty period for goods is 24 months and starts from the date of receipt of the goods. WARNING! The warranty period is NOT the lifespan of the goods. Complaints do not apply to defects caused by improper use and wear and tear in an inappropriate manner.

4) The complaint, including the elimination of the defect, will be processed without undue delay, no later than within 14 days from the date of submission. In justified cases, the authorized employee may agree with the customer on a longer period.

RETURNING PROCEDURE

The Complaints Procedure has been developed in accordance with Act No. 89/2012 Coll., the Civil Code (hereinafter referred to as the "Civil Code"), and Act No. 634/1992 Coll., on Consumer Protection, as amended, and regulates the procedure for complaints about goods purchased from the seller, which is the online store www.colazio.com, operated by Colaz Group s.r.o., registered office: Sadov 37, Sadov 362 61, ID No.: 19943768 (hereinafter referred to as the "Seller"). This Complaints Procedure is an integral part of the Seller's General Terms and Conditions. The Buyer is obliged to familiarize themselves with this Complaints Procedure and the Seller's General Terms and Conditions before ordering goods. By concluding a purchase agreement and taking over the goods, the Buyer expresses their consent to this Complaints Procedure and the Seller's General Terms and Conditions.

This Complaints Procedure does not apply to cases where a buyer who has concluded a purchase agreement with the Seller within their business activity (hereinafter referred to as the "Entrepreneur") asserts rights arising from liability for defects. The rights of the Entrepreneur arising from defective performance are governed by the relevant provisions of the Civil Code, in particular Sections 2099 to 2112 of the Civil Code.

Interpretation of Terms

1. A Buyer who is a consumer is understood to be any individual (natural person) who, outside the scope of their business activity or outside the scope of independent performance of their authorization, concludes a contract with an entrepreneur or otherwise deals with them (hereinafter referred to as the "Consumer").
2. A Buyer who is not a consumer is understood to be a legal entity that does not act in relation to the Seller within the scope of its business activity.
3. An Entrepreneur means a natural or legal person who concludes a contract with the Seller for the purpose of their business activity.
4. For the purposes of this Complaints Procedure, a Buyer is understood to be a Consumer within the meaning of Article 2.1 of the Complaints Procedure and another natural or legal person within the meaning of Article 2.2 of the Complaints Procedure (hereinafter referred to as the "Buyer").
5. The Seller means the online store www.colazio.com, operated by Colaz Group s.r.o., registered office: Sadov 37, Sadov 362 61, ID No.: 19943768

Seller's Liability for Goods Defects (Statutory Warranty)

1. The Seller warrants to the Buyer that the item is free from defects upon receipt. In particular, the Seller warrants to the Buyer that at the time the Buyer took over the item, it has the properties that the parties agreed upon, and if there are no agreements, such properties that the Seller or manufacturer described or that the Buyer expected with regard to the nature of the goods and based on the advertisement carried out by them, the item is suitable for the purpose for which it is normally used, the item corresponds to the quality or design agreed in the contract, a sample or template agreed, if the quality or design was determined according to the agreed sample or template, the item is in the appropriate quantity, measure, or weight, and the item complies with the requirements of legal regulations.

Buyer's Rights from Goods Defects

1. If the item does not have the above-mentioned properties, the Buyer may also demand the delivery of a new item without defects, if it is not unreasonable in view of the nature of the defect. However, if the defect concerns only a part of the item, the Buyer may only demand the exchange of the part; if this is not possible, they may withdraw from the contract. However, if it is unreasonable in view of the nature of the defect, especially if the defect can be remedied without undue delay, the Buyer has the right to free defect removal.
2. The right to delivery of a new item or exchange of a part is also available to the Buyer in the case of a removable defect if the Buyer cannot properly use the item due to the repeated occurrence of the defect after repair or due to a larger number of defects. In such a case, the Buyer also has the right to withdraw from the contract.
3. If the Buyer does not withdraw from the contract or does not assert the right to deliver a new item without defects, to exchange its part, or to repair the item, they may request a reasonable discount. The Buyer has the right to a reasonable discount even if the Seller cannot deliver a new item without defects, exchange its part, or repair the item, and also if the Seller does not remedy the defect within a reasonable time or if the remedy would cause significant difficulties to the Buyer.
4. If a defect occurs within six months of receipt, it is deemed that the item was defective at the time of receipt.
5. The Buyer is not entitled to the right from defective performance if they knew before taking over the item that the item had a defect, or if the Buyer caused the defect themselves.

Period and Manner of Exercising the Right from Defective Performance

1. The Buyer is entitled to assert the right from a defect that occurs in the goods within 24 months of receipt; this does not apply to goods sold at a lower price for a defect for which the lower price was agreed, to wear and tear caused by normal use of the goods, to used goods for a defect corresponding to the extent of use or wear and tear that the goods had upon receipt by the Buyer, or if it arises from the nature of the goods. After the expiry of the period under the previous sentence, the right from a defect in goods cannot be asserted against the Seller.
2. Before exercising a complaint, the Buyer will inform the Seller of their intention to complain about the purchased goods, by sending an email to returns@colazio.com.
3. The Buyer will send the properly packaged claimed goods using one of the following methods: Return of goods via the Zásilkovna branch. You can return the goods to us via the Zásilkovna branch, specifying the code 968 892 92. The label for the package will be printed directly at the Zásilkovna branch. In the case of this method of returning goods when withdrawing from the purchase agreement, the transportation costs are covered by us. Sending the package to our address: Colaz Group s.r.o., Sadov 37, Sadov 362 61. When sending in this way, the transportation costs are covered by you.
4. The Buyer is obliged to attach a written statement of the reason for asserting the complaint using the return form, including the chosen method of complaint resolution, to the claimed goods. The chosen method of complaint resolution may not be changed by the Buyer without the prior consent of the Seller.
5. Goods claimed by the Buyer cash on delivery will not be accepted by the Seller and will be returned to the Buyer at their expense.

Handling of Complaints

1. The Seller is obliged to handle the complaint, including defect removal, without undue delay, but no later than within 14 days from the date of asserting the complaint, unless the Seller agrees with the Buyer on a longer period. The deadline under the previous sentence does not run if the Seller did not receive all the documents necessary to process the complaint (parts of the goods, proof of payment, etc.). The Seller is obliged to request supplementation of documents from the Buyer as soon as possible.
2. The Seller is obliged to provide the Consumer with a written confirmation of when the Consumer asserted their right, the content of the complaint, and the
4. method of complaint resolution requested by the Consumer; and further confirmation of the date and method of complaint resolution, including confirmation of repair performance and its duration, or written justification for rejecting the complaint. The Seller will provide the Buyer who is not a consumer with written confirmation of when the complaint was asserted, as well as the repair performance and its duration.
5. If the complaint is acknowledged by the Seller as justified and the Buyer requests a refund as a method of complaint resolution, the Seller will refund the paid purchase price to the Buyer no later than within five (5) working days from the date the Buyer was sent a confirmation of the method of complaint resolution. The Seller will refund the money to the Buyer in the same manner in which it was received, unless the Buyer specifies otherwise.
6. If the complaint is not resolved within the deadline under Article 6.1 of the Complaints Procedure, the Buyer is entitled to a refund.