Handling complaints

1. General provisions

The Complaints Policy describes the normal business cooperation between the Buyer and the Seller. This Complaints Policy was drawn up in accordance with the laws - General Provisions and Act. No. 634/1992 Coll., On Consumer Protection, as amended and applies to consumer goods purchased in the online store at www.slezak-rav.com. The Buyer is obliged to familiarize himself with the Complaints Procedure and General Terms and Conditions before ordering the goods.

2. Acceptance of goods

By accepting the goods from the Seller, the Buyer agrees to the complaints procedure below. If the goods are not collected in person, acceptance of the goods is understood to be the moment of their handover to the carrier. As a document of warranty (warranty certificate), the Seller issues a purchase document (invoice or sales receipt - hereinafter referred to as the warranty certificate) with all the necessary data for applying the warranty (name of the goods, price, quantity, etc.). The Buyer is obliged to properly check and inspect the goods upon receipt. If he finds any defects in the goods, he is obliged to notify the Seller without undue delay. In the event of mechanical damage to the packaging of the goods upon receipt from the carrier, the Buyer is obliged to check the condition of the goods. If obvious damage to the goods is detected during the inspection, the Buyer is obliged to make a record of this in the presence of the carrier (postman) and refuse to accept the goods. In the event of rejection of the goods due to damage during transport, a new product will be sent to the Buyer free of charge. By signing the consignment note, the Buyer agrees to accept and confirms that the delivered goods are undamaged. Later complaints caused during transport will not be taken into account. An exception is mechanical damage to the goods that was not apparent upon receipt of the shipment even after a proper inspection. In such a case, the Buyer is obliged to claim within 3 days of receipt of the goods.

3. Warranty period

The warranty for products of the company Slezák – RAV CZ s.r.o. is valid from the date of sale of the product

• for the tightness of the casting (battery body) - 10 years
• for the cartridge and chrome surface treatment, PVD - 6 years
• for the thermostatic cartridge and tops - 2 years
• for the surface treatment old brass, other color combinations - 2 years
• for other parts the warranty according to the Civil Code applies

4. Warranty conditions

Before using the goods for the first time, the Buyer is obliged to properly study the warranty conditions, including the relevant user manual. In the event of using the product in violation of the user manual (warranty certificate), the Buyer bears all consequences arising from this, and their subsequent complaint will be deemed unjustified.

The warranty does not apply to

1. defects resulting from incorrect installation of the faucet (failure to comply with general or special instructions).
2. defects resulting from rough handling or mechanical damage by the end consumer.
3. defects resulting from mechanical impurities, if the hot and cold water supply is not equipped with a filter with a mesh size of max. 0.6 mm, wire thickness of max. 0.2 mm.
4. defects resulting from incorrect maintenance (failure to clean settled dirt and limescale) or normal wear (seals, filters, aerators). Limescale deposits should be prevented by regular cleaning or by installing a water softener.
5. Damage caused by using an unsuitable cleaning agent device.
6. defects caused by different dynamic pressure on the hot and cold water supply.
7. damage caused by the use of a stop valve, water saver or an object that could prevent use or cause danger.
8. damage caused by freezing of water in the body of the faucet.
9. damage caused by inflow impurities in the pipe.
10. service intervention at the place of residence is not carried out for defects in accessories and bathroom accessories.

5. Complaint handling

The place for claiming a claim is the Seller. The Buyer may claim the claim in person, or by sending the goods for claim by the transport service that will be the most advantageous for their nature and purpose (shipping company, post office, etc.) at their own expense or, as agreed, by collection by the Seller. The Buyer has the right (if the complaint is recognized) to reimbursement of the costs incurred, i.e. postage for sending the claimed goods, while he undertakes to choose the method of sending the goods that will be the most advantageous given their nature and purpose. The Seller must be requested to reimburse the costs without undue delay, but no later than 30 days from the end of the period for exercising rights from defective performance. In the case of sending goods for a complaint, the Buyer is obliged to attach Complaints protocol, including the warranty card or proof of purchase.

The complaint, including the removal of the defect, must be settled without undue delay, no later than 30 days from the date of the complaint, unless the Seller and the Buyer agree on a longer period. If the Seller, after examining the submitted documents and a cursory inspection of the claimed goods, recognizes the complaint as justified, he will agree with the Buyer on its settlement according to the agreement. If it is not possible to settle a justified complaint immediately, he will accept the claimed goods into the complaint procedure and will make a written record, email communication about this.

If it is a defect that can be removed, the Buyer has the right to have it removed free of charge, in a timely manner and properly, the Seller is obliged to remove the defect without undue delay. If this is not disproportionate due to its nature, the Buyer may request the exchange of the goods, or if the defect concerns only a part of the item, the exchange of the part, by sending a replacement part with the agreement that the Buyer will replace the part himself. If such a procedure is not possible, the Buyer may request a reasonable discount on the price of the item or withdraw from the contract. If the defect is irremovable and prevents the item from being used properly as a defect-free item, the Buyer has the right to exchange the item or has the right to withdraw from the contract. The same rights belong to the Buyer if the defects are removable, but if the Buyer cannot use the item properly due to the recurrence of the defect after repair or due to a large number of defects.

In the case of an unjustified complaint, the Seller is entitled to reject the complaint. The Buyer will be charged a handling fee according to the current price list and the goods will be sent to the Buyer's specified address at their expense and risk, unless otherwise agreed.

All complaints regarding deliveries, changes in color combinations, types and number of pieces compared to the delivery note are resolved only by the Seller's billing department at the e-mail: odbyt@slezak.cz