This Complaints Procedure for Retail (hereinafter referred to as the "Complaints Procedure") governs the method and conditions for claiming defects in goods purchased by a consumer from our company:
Kompresory Vzduchotechnika s.r.o., with its registered office at Plzeňská 169, 267 53 Žebrák, Czech Republic
ID (IČ): 03855511 | VAT ID (DIČ): CZ03855511
registered in the Commercial Register maintained by the Municipal Court in Prague, Section C, Insert 238855
delivery address: Kompresory Vzduchotechnika s.r.o., Plzeňská 169, 267 53 Žebrák, Czech Republic
telephone number: +420 311 532 091
contact e-mail: reklamace@kompresory-vzduchotechnika.cz
What defects are we responsible for?
1. We are responsible to you for ensuring that the goods are free from defects upon receipt. In particular, we are responsible for ensuring that the goods:
- correspond to the agreed description, type, and quantity, as well as quality and other characteristics;
- are fit for the purpose for which you require them and with which we agreed;
- are delivered with the agreed accessories and instructions for use, including assembly instructions;
- correspond to the usual purpose and characteristics of items of the same kind that you can reasonably expect;
- correspond in quality or design to the sample or model provided to you before the conclusion of the contract.
2. Important: If a defect manifests within one year (12 months) of receipt, it is presumed that the goods were already defective upon receipt, unless the nature of the item or the defect precludes this.
What is the period for exercising rights arising from defective performance?
1. The consumer is entitled to exercise the right arising from a defect that occurs in consumer goods within twenty-four months of receipt.
2. If you have rightfully claimed a defect, the period for exercising rights from defective performance does not run for the duration during which you cannot use the goods (period of repair or complaint processing).
What rights do you have from defective performance?
According to current legislation, you have the following claims in the event of a defect:
A. Remedying the defect (Repair or delivery of new goods)
You have the right to have the defect removed free of charge. You can choose between repair of the item or delivery of a new item. We can only refuse our obligation to comply with your choice if the chosen method of removing the defect is impossible or disproportionately expensive compared to the other method.
B. Discount on the purchase price or withdrawal from the contract
You may request a reasonable discount or withdraw from the contract if:
- we refused to remove the defect or failed to remove it in accordance with the law;
- the defect manifests repeatedly;
- the defect is a material breach of the contract; or
- it is clear from our statement or circumstances that the defect will not be removed within a reasonable time or without significant difficulty for you.
Please note: Withdrawal from the contract is not possible if the defect in the goods is only insignificant.
How to proceed with a complaint?
1. Exercise the complaint without undue delay after discovering the defect at our delivery address or by e-mail.
2. Requirements for a complaint: We recommend attaching a proof of purchase (invoice) to the goods, a description of the defect, and information on which method of settlement you prefer.
3. Settlement deadline: We will settle the complaint, including the removal of the defect, no later than 30 days from the date of the claim, unless we agree on a longer period. After this period expires in vain, you may withdraw from the contract or request a reasonable discount.
4. Confirmation: Upon filing a complaint, we will issue a written confirmation (complaint protocol). After the complaint is settled, you will receive confirmation of the date and method of settlement, including confirmation of the repair, or a written justification for rejection.
When can rights from defective performance not be exercised?
You are not entitled to the right from defective performance, in particular, in cases where:
- you caused the defect yourself (e.g., by mechanical damage, improper use, or maintenance);
- it is wear and tear caused by the usual use of the item;
- the defect corresponds to the degree of use of a used item at the time of its receipt;
- it follows from the nature of the item.
This Complaints Procedure is valid and effective as of March 11, 2026.